CAA provides guidance to airports to help passengers with hidden disabilities
The Civil Aviation Authority has issued new guidance for airports on dealing with passengers with hidden disabilities, such as dementia, autism, mental health problems, visual impairments and hearing loss.
After seeking consultation with various bodies including charities, it is hoping the guidance will help familiarise passengers with the airport environment before they arrive and reduce stress and anxiety levels.
It includes information on how airports should support passengers, including providing clear and detailed information ahead of travel, as well as enhanced training for airport and security staff.
The guidance also clarifies to airports their legal obligations in providing ‘special assistance’ to any person with a disability or reduced mobility, which includes those with hidden disabilities, when travelling through an airport and/or on board an aircraft.
Key guidelines for airports include:
* Airport staff, including security staff, should have hidden disability awareness training, as well as training to cover communication techniques.
* Ahead of travel, airports should provide clear and detailed information for people with hidden disabilities. This will help with overall familiarisation of the airport environment and help ease anxiety and stress.
Communication should include a combination of accessible videos, photos and pictures of airport processes.
* People with hidden disabilities should have the option of wearing a lanyard, bracelet or other suitably designed aid provided by the airport to ensure they are easily identified by staff and can get the assistance they need.
* Airports should provide a quiet area to wait for flights and quiet routes through the airport, for example bypassing the retail area. This will make travelling through the airport less stressful and disorientating and will benefit those with sensory impairments in particular.
* Clear images and audio messages should be available throughout the airport to help passengers find essential points such as toilets, quiet areas and assistance points.
* People with hidden disabilities must never be separated from a parent/friend/accompanying person during a security search, and security staff must explain prior to the search what screening will take place and make any necessary adjustments.
* Airports should consider facilitating ‘familiarisation visits’ or open days for passengers prior to travel to help them experience the airport and aircraft environment.
Linsey McNeill
Editor Linsey McNeill has been writing about travel for more than three decades. Bylines include The Times, Telegraph, Observer, Guardian and Which? plus the South China Morning Post. She also shares insider tips on thetraveljournalist.co.uk
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