ACI Europe, Europe’s airports trade association, has published Assisting Passengers with Non-Visible Disabilities, its first event guidance manual to set standards for airports in assisting passengers.
The guide breaks down the potential range of non-visible disabilities airports may face. It offers advice on how to meet these passengers’ needs and expectations to create more disability-aware and adaptable services that ensure rights to movement, freedom of choice and non-discrimination.
This includes facilities and practices when accommodating and interacting with passengers with visual and hearing impairments, stomas, mental health conditions, dementia, autism spectrum disorders and those requiring service animals.
“Travel is a fundamental right for all, and it is our collective responsibility to ensure that airports across Europe remain accessible to everyone. This document serves as a guiding light for airport managing bodies and their stakeholders, offering practical guidance on how to assist passengers with non-visible disabilities in an empathetic and respectful manner,” explains Olivier Jankovec, GM of ACI Europe.
The manual encourages airports to create sensory rooms, adapted toilets for people with stoma bags, service animal relief areas, needle bins for diabetic passengers, and a designated area for assisted travel that provides clear communication of where these facilities are located.
The standards were collaboratively developed by Athens International Airport, Dublin Airport, London Gatwick Airport, AENA – Spain’s airport management company, and France’s University of Civil Aviation.
