Inclusive airports enhance passenger travel experience

Making airports more inclusive and friendly to users is very important in the effort to ensure that every person, no matter their abilities, can find their way through airports comfortably.

The whole idea of accessibility goes beyond just convenience. Embedded in it is the fundamental principle of inclusion. Across the globe, airports are increasingly recognising its importance and so are making an effort and looking at processes to ensure that every passenger, no matter the ability, has a travel experience that is dignifying and devoid of stress.

Crafting an airport strategy towards accessibility that is inclusive  is not to be attained by isolated actions that will get the attention of the airport in the media, but it will involve making an all encompassing strategy which touches every aspect of the operations of the airport. It will also be reflected in the policies of the airport, the training given to the workforce, not just of the airport operator, but also of all members of the airport community, and, will also affect airport infrastructure and infrastructure enhancements.

In a recent ACI blog, Perth Airport in Australia, in making its airport more accessible to travellers with disabilities, is reported to have conducted a thorough design development process. It benchmarked similar facilities globally and had extensive consultation with the local disability community. Actions taken involved site visits and walk-throughs of the departure process from the perspective of the travellers with various neurodivergent conditions and their caregivers.

An online survey with over 600 individuals commenting, followed by a three-day “open house”event put out the preliminary design. This gave the opportunity to travellers to experience the layout through a full-scale floor plan. The feedback received from the questionnaire, open house, and after that a webinar provided the insight for the final design that was then put out for tender.

The airport is beginning the construction of a Sensory Room in its main international departure lounge. It will be divided into three distinct areas that will cater for the very different needs of persons who have various neurodivergent conditions. The aim is to put in place a calming and relaxing environment for neurodivergent travellers, such that the Sensory Room offers a space for decompression before boarding flights.

ADM Aeroports de Montreal in partnership with Air Transat, organises a Premium Kids event. On this special day, it enables children with Autism Spectrum Disorder (ASD ) or functional limitations to familiarise themselves with the airport procedures. In doing so, it helps alleviate their anxiety about flying.

Airports have other different ways they can enhance accessibility and make the airport experience fun for all travellers no matter their abilities. These include: Providing assistance at curbside areas for travellers who need help with baggage or mobility; making use of texture and colour cues to aid travellers in wayfinding and navigation; putting in place low-resistance carpeting to make it easier for people with mobility challenges to move around; carefully putting in place universal seating options throughout terminals to accommodate various needs; making designs for restrooms and changing stations that are accessible to all; and, among others, creating accessible food and service counters for people using wheelchairs.

Another example of an inclusive airport is the new terminal in Kansas City, Missouri. This terminal features indoor play areas, all-gender bathrooms, quiet rooms for individuals on the autism spectrum, and even glass-walled jet bridges for anxious travellers. Added to that are simulators allowing passengers to experience the boarding process virtually.

As African airports seek to grow passenger numbers, these are examples that will help inform strategy, policy and operations in this regard.