Changi Airport aims to better support passengers with invisible disabilities
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Posted: 2 February 2022 | International Airport Review | No comments yet
With the aim to better support individuals with invisible disabilities, Changi Airport Group has launched three new initiatives to create a stress-free and inclusive travel experience for passengers.
Changi Airport Group (CAG) has launched three new initiatives to better support persons with invisible disabilities, such as autism spectrum disorder, Down Syndrome, and Dementia. Aimed at creating a more stress-free and inclusive travel experience for these passengers, the initiatives include a customisable step-by-step airport guide, being alert to special identifying lanyards, as well as having a pool of staff trained in identifying them, so passengers can get help more easily and discreetly. The initiatives were developed by CAG in consultation with special needs schools and organisations.
The Changi Airport Social Story is an initiative jointly developed with experienced educators from Rainbow Centre Training and Consultancy (RCTC) to help reduce the stress of unfamiliar situations such as travelling for persons with invisible disabilities. Comprised of pictures and short descriptions, a social story is a common tool used by caregivers to familiarise persons with invisible disabilities with the various processes before they reach their destination.
The step-by-step guide outlines the entire airport journey from check-in to boarding in a way that is easy to understand. Passengers and caregivers can go through the processes using the pictures in the social story during their pre-flight preparation. This downloadable file allows for customisation to suit each passenger’s journey and can be easily accessed on Changi Airport’s website or be printed for physical use.
Passengers who prefer a more discreet way of indicating their invisible disabilities may choose to carry the Hidden Disabilities Sunflower lanyard or the Land Transport Authority’s ‘May I Have a Seat Please’ lanyard. Airport staff have been trained to identify these lanyards and to come forward to offer additional support, such as allowing more time for these passengers to complete a particular procedure or guiding them through airport processes.
Equipping staff with specialised skills to provide effective support
Throughout their airport journey, passengers with invisible disabilities are also supported by Changi Airport staff with the gold Care Ambassador pin. Known as Changi Care Ambassadors, these frontline staff have undergone training with RCTC and are equipped with the skillsets to assist passengers with special needs effectively. Over 300 frontline staff from various passenger touch points have benefitted from the training and it will be expanded to more staff this year (2022).
“Navigating unfamiliar places and procedures while catching a flight can be stressful, especially for passengers whose disabilities may not be immediately apparent,” said Damon Wong, Vice President of Changi Airport Group’s Passenger Experience, Ground Operations and Customer Service. “We worked closely with experts and sought feedback from the community on how we could better support their needs at the airport. The initiatives aim to improve the overall travel experience for passengers with invisible disabilities and we hope it makes the airport a more comfortable and accessible place for them.”
Arthur Elfin Chiang, Assistant Director of Rainbow Centre Training & Consultancy added: “Rainbow Centre is heartened to know that CAG is taking steps towards being an inclusive airport so passengers of disabilities can be better served and included. This aligns extremely well with Rainbow Centre’s vision of empowering persons with disabilities so they can thrive in inclusive communities. Through capability building of CAG staff and airport partners, we hope to bring about a mindset shift towards inclusion and disability. With the adoption of inclusive practices by CAG to interact with and support persons with disabilities at the various airport touchpoints, we are confident that their user experience at the airport will be uplifted,”
Airport development, Equity, Diversity & Inclusion (EDI), New technologies, Passenger experience and seamless travel, Passengers with reduced mobility (PRMs), Terminal operations, Workforce
Changi Airport Group (CAG), Rainbow Centre Training and Consultancy (RCTC)