In the realm of modern air travel, the concept of accessibility transcends mere convenience—it embodies the fundamental principle of inclusion. Airports worldwide are increasingly recognizing this imperative, embarking on transformative journeys to ensure that every passenger, regardless of ability, experiences travel with dignity and ease.
In this article we feature three airports which stand out for their unwavering commitment to accessibility: Montréal-Trudeau International Airport (YUL), Perth Airport (PER) and Carrasco International Airport (MVD). Their innovative initiatives not only break barriers but also set new standards for inclusivity in the aviation industry.
As we delve into the accessibility-focused endeavors of these airports, we witness not merely isolated actions but comprehensive strategies that touch every aspect of their operations. From policy formulation to workforce training, from infrastructure enhancements to collaborative partnerships.
Premium Kids program at Montréal-Trudeau International Airport
The Premium Kids event, organized by ADM Aéroports de Montréal in partnership with Air Transat, is held at Montréal-Trudeau International Airport (YUL), creating a joyful atmosphere filled with laughter and smiles. This special day enables children with autism spectrum disorder (ASD) or functional limitations to familiarize themselves with the airport procedures, helping to alleviate their anxiety about flying.
Airport journey experience
Nearly 200 participants experience the entire airport journey, from arriving at the parking lot to boarding an airplane, including checking in, going through security, and listening to in-flight safety instructions. Accompanied by their parents, the children can immerse themselves in a real-life environment, potentially preparing them for the possibility of future family flights.
This initiative is inspired by a similar program, Wings for Autism, launched in 2011 by the Charles River Center in collaboration with the Massachusetts Port Authority (Boston-Logan International Airport). ADM became the first airport authority in Canada to implement such a program at YUL in 2013.
This day holds significance not only for the participants but also for Aéroports de Montréal, demonstrating its commitment to making travel accessible to a growing number of passengers at Montreal-Trudeau Airport (YUL).
Partners and collaborators
In addition to Air Transat, several other partners ensure the smooth running of the event:
- Autisme Montréal
- Giant Steps
- Transport Canada
- Canada Border Services Agency (CBSA)
- Canadian Air Transport Security Authority (CATSA)
- GardaWorld
- HMSHost
- Montréal Airport Marriott In-Terminal Hotel
Additionally, employees of Airports Council International (ACI) World volunteered to participate in the 10th edition, which was held in April 2024.
Perth Airport’s commitment to accessibility
Perth Airport (PER) is committed to making the airport more accessible to travellers with disabilities through its investment in this facility and other projects which have been delivered over the past few years.
Sensory Room design
Perth Airport will soon begin construction of a Sensory Room in its main international departure lounge, the first such facility of its type at an Australian Airport. Specifically designed to provide a calming and relaxing environment for neurodivergent travelers, the Sensory Room offers a space for decompression before boarding flights. Divided into three distinct areas, it caters to the diverse needs of individuals with various neurodivergent conditions.
Perth Airport conducted a thorough design development process, which involved benchmarking similar facilities globally and extensive consultation with the local disability community. This included site visits and walk-throughs of the departure process from the perspective of travellers with various neurodivergent conditions and their caregivers.
An online survey garnered over 600 individual comments, and a three-day “open house” event showcased the preliminary design, allowing passengers to experience the layout through a full-scale floorplan. Feedback from the questionnaire, open house, and subsequent webinar informed the final design, which was then put out for tender.
Enhancing airport accessibility at Carrasco International Airport
Carrasco International Airport (MVD) is committed to providing a seamless and barrier-free experience to all passengers. Making the airport universally accessible is a pillar of their work, as they provide consistent levels of excellence, comfort, and attention to all passengers.
The main aspect of Carrasco’s strategy is their firm belief that accessibility is not a specific action or campaign, but rather a fundamental human right. Therefore, they view it as a guiding perspective for every decision they make, ensuring it permeates across all areas and projects they undertake.
Understanding the passenger experience
“One of the first things that became clear right away for us when thinking of our accessibility strategy was the need to have expert advice. Particularly to have the authentic insight and feedback of individuals with unique needs and disabilities. It was important for us to have a real understanding of their experience in the airport, to see where we were starting off from and what the journey ahead look like.”
Carrasco Airport collaborated with an accessibility-focused consulting firm to conduct a comprehensive analysis of accessibility. This involved examining their architecture, services, communication, tools, and processes through interviews, visits with people with disabilities, consultation with experts, surveys, and other methods. The goal was to identify strengths and opportunities for improvement.
This helped to develop a strategic master plan with short-, medium- and long-term actions to work towards their goal. Additionally, it inspired an internal grassroots movement among airport workers, fostering proactive engagement in advancing accessibility initiatives.
Accessibility-focused initiatives
Among the immediate actions the airport took were: officially declaring accessibility as a strategic focus for the airport, establishing an accessibility policy, and forming an Accessibility Committee comprising representatives from every department. The ongoing task of this committee is to ensure that accessibility remains a primary evaluation criterion for all projects. Additionally, they implemented various operational-focused initiatives aimed at benefiting both our passengers and staff.
A fundamental element of the strategy was to ensure that the customer experience team understood the importance of accessibility. This is why Carrasco Airport provided training to all our operation staff, hand in hand with the consulting firm and with people with disabilities who shared their perspective and unique challenges faced with the airport teams. It was also an opportunity to prepare every customer experience officer to help ensure they are always delivering a respectful and inclusive experience for all.
Creating an accessible work environment
Another essential factor of the overall commitment is to make sure that there is complete coherence between external and internal endeavors. This means the airport is always working towards enhancing labor inclusivity, as it creates an accessible work environment for all employees, including team members with diverse abilities.
“We acknowledge that as an airport we are in a unique position to be a catalyst for change, and to bring together the different actors in the travel ecosystems towards inclusivity as a shared goal. We joined the national accessible tourism board, a collaborative effort, involving government agencies, industry stakeholders, and disability group. It helps us align our efforts with the latest accessibility standards and with other actors of the industry to ensure the entire journey of a traveler, from the airport, to the hotel, the museums, and beaches become accessible.”
Commitment to accessibility and collaborative initiatives
For Carrasco Airport, accessibility is not a goal but a continuous journey of improvement. They firmly believe that their efforts have only just commenced and have outlined numerous projects for the upcoming months and years to continue enhancing accessibility. Their next steps include deepening their understanding and working with non-visible disabilities, aligning the entire airport community, and going through every process with the focus on accessibility in mind.
By fostering strong partnerships with stakeholders, engaging with diverse communities, and leveraging expert guidance, Carrasco Airport is committed to creating a more inclusive and welcoming environment for all travellers.
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