Changi Airport launches new initiatives to help make flight processes easier for passengers with invisible disabilities

Changi Airport Group (CAG) has launched three new initiatives to help make flight processes easier for passengers with invisible disabilities, like autism spectrum disorder and dementia. 

Developed with the help of special needs schools and organisations, these initiatives will provide a more stress-free and inclusive travel experience for these passengers, said CAG in a press release on Wednesday (Feb 2).

These initiatives include providing a Changi Airport Social Story – step-by-step picture guides on check-in procedures, lanyards that allow staff to identify passengers who may need assistance and equipping staff with specialised skills.

Passengers with autism spectrum disorder and their caregivers can download and print a copy of the Changi Airport Social Story. 

The guide gives these passengers an idea of the airport journey, from checking in to boarding the flight. This aims to reduce the stress of unfamiliar situations during travel procedures. 

Passengers can also choose to carry the Hidden Disabilities Sunflower lanyard or the Land Transport Authority’s “May I Have a Seat Please” lanyard. 

The lanyards ensure a more discreet way to identify passengers who might need support. Despite keeping it discreet, airport staff have been trained to identify such lanyards and offer help when needed.

Also known as the Changi Care Ambassadors, these frontline staff are equipped with skills to effectively provide help to passengers in need. 

Trained by the Rainbow Centre Training and Consultancy, there are over 300 of the ambassadors at various points of the airport and more staff are expected to undergo the training. 

Vice President of Changi Airport Group’s Passenger Experience, Ground Operations and Customer Service Damon Wong said: “Navigating unfamiliar places and procedures while catching a flight can be stressful, especially for passengers whose disabilities may not be immediately apparent. 

“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.”