The Airports Council International (ACI) Europe has released global guidance for airports assisting passengers with non-visible disabilities. Assisting Passengers with Non-Visible Disabilities is a tool supporting airports in gaining a deeper understanding of the potential range of non-visible disabilities and the associated barriers to travel. It is designed to help navigate the processing of sensitive information from passengers regarding their needs and expectations to provide them with the best care throughout their journey. By becoming more disability-aware and adapting their services, airports can ensure that these passengers have the same rights to free movement, freedom of choice, and non-discrimination, which are the guiding principles of European Union law. The guidance document, the first of its kind globally, includes a pool of case studies from ACI Europe members and partner organizations, constituting a practical manual of ready-made solutions. The contributions were made by Aena, Athens International Airport, Dublin Airport, London Gatwick Airport, ENAC, and Manchester Airport. European Union (Eurostat) data estimates that one in four adults in the EU lives with some form of disability, and approximately 80 percent of these conditions are non-visible. Passengers with non-visible or less visible disabilities have historically been included within the broader category of passengers requiring airport assistance, and as such have been included in airport assistance services. The development of this dedicated guidance is intended to reflect the evolving context in which accessibility and inclusivity have gained new momentum. The guidance calls for the needs and expectations of passengers to be met with utmost consideration. The guidance builds on the body of knowledge on passenger experience generated by ACI Europe’s dedicated expert network – the facilitation and customer services committee. The 48-page guide is premised as a tool to support airports “in gaining a deeper understanding of the potential range of non-visible disabilities and the associated barriers to travel”. The guide addresses pre-travel information and booking assistance, on-site facilities and overwhelming stimuli, process recommendations for security, check-in and boarding, and staff training. It also outlines how best to navigate the processing of sensitive information regarding passenger needs and expectations and includes several case studies from Athens International Airport, Dublin Airport, London Gatwick, and Manchester Airport. The move comes amid a growing awareness to make business travel more accessible and inclusive and follows the recent release of data from IATA that reveals an increased demand for special assistance at airports.
Source: Passenger Terminal Today
