TTG Features Air Travel
tailored the experience to better accommodate those with special needs, and in particular children with autism. “The booklets give them something to do while at the airport,” says King. “There are quizzes that ask ‘spot this or that’, and the wristbands they’re given – blue for boys, pink for girls – signal [to airport staff] that they are special flyers, so they are searched in a special way. One area that causes stress for children with autism is being kept in queues, so we fast- track them through security.” Since its inception, the project
has mushroomed to include other “invisible disabilities” such as those with dementia or agoraphobia (typically characterised as a fear of open spaces). For example, those with agoraphobia are invited to the airport ahead of their departure date to familiarise themselves with the surroundings in a non-pressurised situation. Contact centre staff can then work with the customer to ascertain what services or facilities they might like to use when they travel, such as discovering the airport’s quiet areas, booking them into lounges or fast- tracking them through security.
Additional services Several airports across the UK now offer extra services specifically for those with autism. At Edinburgh, a number of online factsheets are available that break down the journey through the airport into key stages. And on the airport’s website there is a link to Scottish Autism’s “Going on Holiday” factsheet, which provides more general information. Edinburgh airport can also advise future passengers on quieter times to travel and more peaceful areas of the airport
Nine UK airports offer Changing Places bathroom facilities with a height-adjustable adult-sized changing bench
where they can relax before their flight. Like Manchester, Edinburgh airport offers opportunities for familiarisation visits pre-flight. Both Cardiff and Liverpool airports
have also been working with local charities to gain further insight into the customer journey for those with autism. “We met with the charity Autism Puzzle and talked to parents of children with autism about what they would want from the scheme,” explains Jason Coleman, head of environment, safety and health at Cardiff. “The scheme we offer started two years back. We let passengers dictate the level of assistance they need or want. We offer Autism Awareness wristbands, fast-tracks through security and familiarisation visits, walking children with autism through security, which can be a pinch point. It’s very reassuring for the parents – it takes away that anxiety, which the child often feeds off. People are now choosing to fly from Cardiff
MAKING LIGHTER WORK OF THE LUGGAGE BURDEN AT GATWICK
Last month a new luggage transfer service launched at Gatwick. Already in operation at London City airport, AirPortr allows passengers to travel to and from the airport without the
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hassle of carrying their luggage. The on-demand service can be booked in advance or on the day, and prices lead in from £15 for a one-way luggage transfer in the local area, up to £35 for a one-way
over other airports because of these familiarisation visits,” Coleman adds. “We’re working with Autism Puzzle on raising awareness and they’re coming in to train our staff.” Liverpool airport has signed up to
the Autism Alliance’s Autism Charter, which serves as a guideline for better serving customers who have autism. The airport runs a similar scheme to Cardiff and has seen a significant increase in customer queries regarding services for those with autism. “Travel is becoming a lot more
accessible,” says Christina Smith, customer services executive at Liverpool. “What we’ve noticed this year is a massive increase in the number of enquiries from families with autistic children. I think it’s because a lot of autism groups have been actively promoting travel. In response to that, we’ve recently updated the website information.”
luggage transfer to outer London, while each additional bag costs £5. There are no size or weight restrictions and each booking is covered for £10,000. ■
portr.com
Supporting special needs Aside from services, airport facilities also factor heavily into accommodating those with special needs. Research conducted by an academic at the University of Dundee found that more than 230,000 severely disabled people in the UK, including those with profound and multiple learning disabilities, do not have access to public toilet facilities that meet their needs. Step forward Changing Places bathroom facilities. Specially adapted for those with special needs, the bathrooms go beyond the building regulations for accessible toilets and include specialist equipment such as a height- adjustable, adult-sized changing bench and a hoist system. Belfast City airport was the first
in the UK to install Changing Places bathroom facilities, which include specialist equipment such as a height- adjustable, adult-sized changing bench and a hoist system among other equipment. The facilities are now available in a total of nine UK airports, which offer 15 Changing Places facilities, including Gatwick, Heathrow, Stansted, Birmingham, East Midlands, Leeds Bradford, Newcastle and Manchester.
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