A “Wheels-On” Look at the Future of Boarding
Today I had the opportunity to work alongside the accessibility team at Qantas to trial new automated boarding gates at Sydney Airport Terminal 3.
This wasn’t a theory. This was real-world testing, from a full-time wheelchair user who flies regularly.
And that matters.
Because too often, accessibility is reviewed after something is built. This was different. This was about getting it right before rollout.
Getting There: A Small Change That Matters
We met at the Qantas Campus in Mascot before heading over to Terminal 3.
The transport itself stood out.
Airside transfers used to mean sitting in the back of a basic truck with a cabin on it. Today, it was a proper, accessible bus. Comfortable, safe, and fit for purpose.
It might sound minor, but these are the details that shape the overall travel experience for wheelchair users.
What Are Automated Boarding Gates?
Automated Boarding Gates (also known as self-boarding gates) are designed to allow passengers to scan their own boarding pass and move through the gate without direct staff handling.
They’re already in use in major international airports like Singapore and London Heathrow, with some using biometric facial recognition technology.
The direction is clear:
- Faster boarding
- Less reliance on manual processing
- A more streamlined passenger experience
But the question is, do they work for everyone?
The Reality for Wheelchair Users
At Gate 10 in Terminal 3, we trialled one of the new systems with support from Qantas Ground Services (QGS) and airport staff.
I went through the gate multiple times to properly test the experience.
From a wheelchair user’s perspective, the issues aren’t always obvious unless you’re sitting in the chair.
Here’s what stood out:
1. Screen Height and Visibility
If instructions are too high or angled poorly, they’re difficult or impossible to read from a seated position.
2. Scanner Positioning
QR code readers need to be accessible without awkward reaching or repositioning.
3. Timing of Gate Closures
Automatic gates that close too quickly can create stress or even safety risks.
4. Audio and Visual Cues
Sound alerts need to be clear but not overwhelming. Visual indicators (lights, colours) need to be easy to interpret quickly.
5. Clarity of Instructions
Instructions must be simple, visible, and positioned where wheelchair users can actually see them.
None of these is a complex problem.
But if they’re missed, they create friction every single time someone travels.
Why This Trial Matters
After testing, we sat down as a group and shared feedback directly.
That feedback will go back through Qantas’ accessibility team to the airport operator before these gates are rolled out more widely.
That’s the difference.
This isn’t about fixing problems later. It’s about preventing them in the first place.
The Bigger Picture: Accessibility Done Properly
Automated systems are coming; there’s no stopping that.
But automation without accessibility just creates new barriers.
What I saw today was a genuine effort to include lived experience early in the process. That’s how you build systems that work for everyone, not just most people.
Final Thoughts
For wheelchair users, air travel already comes with enough uncertainty, damaged chairs, poor communication, and lack of control.
Technology should reduce that stress, not add to it.
If airports and airlines continue to involve people with real lived experience at this stage, there’s a real opportunity to set a new standard for accessible air travel in Australia.
And that’s something worth getting right.