Rahel BekeleBerhan Deribew2025-08-172025-08-172023-06https://etd.aau.edu.et/handle/123456789/6903The development of user-friendly and accessible digital platforms is crucial for the airline's success the airline's website, as its major digital platform, serves as a means for customers to access information, make bookings, and interact with the brand. It is critical for airlines to provide high- quality website usability and accessibility to meet customer expectations, create business development, and retain a competitive advantage in the market. The purpose of this study is to evaluate the usability and accessibility of the Ethiopian Airlines website, identifying areas for improvement and providing insights to enhance the user experience and address accessibility challenges. To achieve this objective, a mixed-method approach is used, the study integrates an online questionnaire, user-based testing utilizing Morae software, and automatic evaluation tools such as Accessibility Checker, WAVE, GTmetrix, and Google Lighthouse. The participant sample comprised 10 individuals which are members of sheba miles and who completed seven tasks using Morae, while an online questionnaire was administered to additional 32 Ethiopian Airlines customers who had utilized the website for flight bookings and were enrolled in the Sheba Miles frequent flier loyalty program. The findings of the study indicate there is the need for improvements in the website’s usability and accessibility those are significant accessibility issues within the Ethiopian Airlines website, which hinder users with impairments to access the information and services provided. Additionally, the research uncovers various usability concerns, including difficulties in locating relevant information, slow page loading times, a lack of user friendliness, navigation challenges, and decreased user satisfactionen-USUsabilityAccessibilityWCAGWebsite EvaluationUser-Centered DesignThesis