Ostrum Tech
Ostrum Tech provides the Ostrum software as a service (SaaS) platform for managing assisted travel operations at airports, which is currently live at Luton, Belgrade, Santiago and New York JFK. In order to enable sophisticated, Uber-like capabilities for passengers, Purple Door app integrates with Ostrum’s SaaS platform.
Through the Scaling Innovation Programme, the organisation worked with disabled passengers, airports, airlines and accessibility specialists to further develop Purple Door, a digital platform designed to support disabled passengers before, during and after their journey.
Purple Door acts as a digital safety net, helping passengers communicate their access requirements, receive timely updates and stay connected with assistance providers throughout the airport experience.
The Challenge
Air travel involves multiple organisations, systems and handovers. For disabled passengers, this can create uncertainty about whether assistance requests have been received, whether support will be available at key stages of the journey and who to contact when things do not go as planned.
Although assistance services are available, communication between airlines, airports and assistance providers can be complex. Information is often passed between multiple organisations, creating the potential for delays, misunderstandings and inconsistent experiences.
Ostrum recognised an opportunity to use technology to improve coordination and communication, helping passengers feel more informed, confident and supported throughout their journey.
Developing Purple Door
Purple Door was already a developed product when the project began. The focus of the Scaling Innovation Programme was to strengthen the platform through co-design, user testing and engagement with disabled people and the wider aviation sector.
Working alongside Transport for All and KPMG, Ostrum explored how the platform could better support a wider range of disabled passengers and fit within existing airport and airline operations. The project included focus groups, stakeholder workshops and a live trial at a London Airport, helping to test the platform in a real-world environment.
Feedback from participants informed improvements to the platform, including enhanced accessibility features, simplified navigation, clearer communication tools and greater flexibility for users with different access requirements. The project also helped shape a new commercial model designed to support wider adoption across the aviation sector.
Working with Disabled Passengers
Co-production was central to the project.
Transport for All (disabled-led group breaking down barriers and transforming the transport system so disabled people can make the journeys they want) facilitated a series of focus groups involving disabled passengers with a range of access requirements and experiences of air travel. Participants tested the platform, shared their experiences and identified opportunities for improvement.
The project also brought disabled passengers together with airports, airlines and assistance providers through workshops and a live trial day at a UK major airport. Participants tested Purple Door throughout different stages of the airport journey, providing feedback on everything from communication and usability to staff interactions and service delivery.
This engagement highlighted the importance of clear communication, timely updates, accessible design and well-coordinated support. Feedback directly informed future development plans and helped ensure the platform reflected the realities of travelling through an airport with assistance requirements.
Impact
The project demonstrated the value of involving disabled passengers in the design and testing of accessibility solutions.
Feedback from focus groups and trials showed that Purple Door has the potential to reduce uncertainty, improve communication and increase confidence throughout the travel experience. Participants highlighted the benefits of having a single platform that supports communication before, during and after their journey, while airports and airlines identified opportunities to improve service coordination and operational efficiency.
The project also strengthened relationships across the aviation sector, bringing together passengers, airports, airlines, assistance providers and accessibility organisations to explore how technology can support more inclusive travel experiences. Pilot deployments at London Luton airport have already demonstrated the platform’s potential in operational environments.
Latest news from Ostrum
Purple Door is currently live at Santiago Airport in Chile. While most assisted travel features are available only at airports where the Purple Door app has been deployed, one particularly useful feature can be used anywhere in the world.
It is called Purple Profile.
Purple Profile allows passengers to store their assistance requirements and wheelchair details securely and share this information via a QR code with any agent who needs access to it. This helps passengers avoid having to explain their requirements repeatedly to multiple agents throughout their journey.
This feature is provided free of charge by Ostrum Tech to support both passengers and service providers and to help make assisted travel more seamless and efficient.
The Purple Door App and how to access it
The Purple Dor App is available as a download via App Store and Gogle Play. For more information visit the Purple Door website linked here