Assisting passengers with non-visible disabilities

EKELEM AIRHIHEN

Ekelem Airhihen, an accredited mediator, has an MBA from the Lagos Business School. He is a member, ACI Airport Non-aeronautical Revenue Activities Committee; his interests are in market research, customer experience and performance measurement, negotiation, strategy and data and business analytics. He can be reached on ekyair@yahoo.com and +2348023125396 (WhatsApp only).

The Airports Council International (ACI), a global organisation which represents the interests of airports and also promotes airport standards and excellence in the aviation industry, through its European region (ACI Europe), released recently its guidance: Assisting Passengers with Non-Visible Disabilities. This is in recognition of the fact that mobility is a fundamental right for all, and that it is their collective responsibility to make sure that airports across Europe are accessible to everyone. So, the organisation provided a guiding light for all airport managing bodies and their stakeholders. The guidance serves to give practical steps on how to assist passengers with non-visible disabilities in an empathetic and respectful manner. 

The stated goal in providing this guidance should not only be in the front burner for the European region, but also for all regions of the world. By doing so, air travel is expected to be more inclusive, making sure that every passenger’s journey is marked by dignity, respect, and equal access to the wonders of the world.

Those seeking to use the guidance will find a guide on becoming more disability aware; communicating on a wider platform; raising awareness of, and fostering a deeper understanding of, non-visible disabilities; understanding the potential range of non-visible disabilities and the associated barriers to travel; respecting diverse needs and expectations; and, determining in cooperation with the passenger or any accompanying persons, how best dealing with and processing sensitive information from the passenger regarding their needs and expectations.

For people with non-visible disabilities, misunderstanding or insufficient knowledge can lead to discrimination and a lack of support when critically needed. Added to this challenge is that passengers with non-visible disabilities may face challenges in communicating their needs and expectations due to stigma from society as well as the fear of being misunderstood or judged. 

The guide explains its use of terminologies stating that disabilities occur in many different forms. For some, their disabilities are outwardly visible to others. For some other people their disability may have no, or little, outward visible signs and some others may experience a combination of them. It lists some possible indications of non-visible disabilities as: mental health conditions – for example, anxiety, depression, obsessive compulsive disorder (OCD), schizophrenia, personality disorders; autism spectrum disorder (ASD), attention deficit hyperactivity disorder (ADHD, (ADD); sensory processing difficulties; cognitive impairment, such as dementia, traumatic brain injury, learning disabilities; physical health conditions, such as chronic pain, respiratory conditions, diabetes, incontinence, Inflammatory Bowel Disease (IBD), stoma patients, heart diseases; hearing loss; vision impairments, and dexterity loss.

Attention is drawn to the fact that passengers with non-visible disabilities are like any other passenger, having needs and expectations. Unlike other passengers however, they may find it difficult to express and communicate these needs and expectations. Most passengers with disabilities, the guide says, have lived with their conditions for a prolonged time and are fully clear about the support they need. The challenge is that unfamiliar elements arising in the Premises (long walking distances, airport building refurbishment) and the processes (for instance, new sanitary requirements, aviation security or border control) can be confusing or require unexpected actions from the passenger. Passengers who have certain conditions, will find this aspect of travel to be extremely distressing and as a result can have panic attacks, a loss of control (which at times are referred to as ‘meltdowns’) and seizures.

Airports are advised to make every effort possible to publish all current potential barriers or limitations to travel, changes in environment and adjustments to passenger related processes, on their websites and / or any other means of passing across information, and which includes social media. For some airports, it further suggests, a familiarisation tour can help provide a more comprehensive and immersive experience. This will help them better prepare their journey, so that any anxiety or stress they may feel ahead of and during the trip is reduced.

There are very many benefits beyond complying with the required legislation, of understanding the needs and expectations of passengers who have non-visible disabilities. These benefits accrue both to the airport managing body and stakeholders. They are: Optimisation of passenger throughput, enhanced passenger experience, possibility to adapt services, enhanced passenger trust and loyalty, staff well-being, increase in commercial revenues, and, support initiatives benefiting all the travelling public (this cuts across those who are first time travellers, nervous flyers, elderly, tired/stressed passengers, families, travellers not speaking the local language).

It then points out the downside of not understanding needs and expectations. Some of them are: communication breakdown and potential delays or disruptions due to the creation of anxiety attacks, distress triggered physical body reactions as freezing ability to move, etc; a negative passenger experience; discrimination; increasing negative judgement or attitude towards people with disabilities from fellow passengers.

This newly released guide is sure to make airports a more welcoming home and improve on the passenger experience and revenues of airport operators and all other members of the airport community.

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