
Case Study
Accessibility
Redesigning PRM and Hidden Disability Airport Support
As PRM (Passengers with Reduced Mobility) volumes surged beyond pre-pandemic levels, one major UK airport and its airline partners were facing increasing pressure. Complaints were rising, facilities were strained, and existing service models failed to reflect the evolving profile of assistance needs - particularly among customers with non-visible (hidden) disabilities.
TJM Aviation Consulting was brought in to assess and reframe the airport’s accessibility journey - not only to address immediate operational strain, but to modernise the approach to inclusive travel, ensuring customers received support with dignity, clarity, and consistency.
The Challenge
PRM demand had doubled, but facilities and staffing models remained outdated.
The airport’s approach focused mainly on physical mobility, while neurodivergent customer and those with hidden disabilities were underserved.
Staff lacked clear guidance on how to recognise or respond to non-visible needs.
Service delivery varied significantly between terminal zones and partner teams, leading to confusion, delays, and dissatisfaction.
Our Role
We led a full accessibility transformation programme, centred on customer experience, compliance, and inclusivity.
1. End-to-End Journey Mapping
Conducted real-world journey audits across check-in, security, lounges, boarding, and arrivals for both PRM and hidden disability customers.
Partnered with airline staff, third-party assistance teams, and disability advocates to identify barriers not visible in SOPs or feedback data.
Mapped high-anxiety touch-points such as security queues, gate changes, and sensory overload risks in terminal environments.
2. SOP Redesign & Hidden Disability Inclusion
Advised new standard operating procedures (SOPs) to include clear protocols for recognising and supporting hidden disabilities.
Promoted the use of new language and tone-of-voice guidance for announcements and staff communication to reduce stress triggers while promoting dignity and autonomy.
3. Facilities & Training Recommendations
Advised on enhancements to holding areas, including sensory-friendly seating zones, lighting adjustments, and accessible signage.
Consulted on training content and briefing modules to improve staff understanding of hidden disabilities, empathy-led service, and communication techniques.
Supported funding approval for new multi-sensory rooms and adaptive infrastructure.
4. Feedback Loops & Accountability
Established feedback tools (digital and in-person) designed specifically for customer with cognitive or communication challenges.
Built KPI dashboards to monitor inclusion metrics alongside traditional PRM performance indicators.
Facilitated ongoing reviews with disability advocacy groups and community organisations.
Results
Updated PRM procedures now cover both visible and hidden disabilities, improving inclusivity across the full customer spectrum.
Increased positive feedback from neurodivergent customers and carers, citing clearer communication and calmer journeys.
Staff confidence improved in handling hidden disability scenarios, following empathy-led training rollouts.
Complaint volumes related to PRM and disability support dropped.
Why It Matters
Accessibility is no longer just about mobility - it’s about understanding and adapting to the full spectrum of human needs. By recognising and embedding support for passengers with hidden disabilities, TJM Aviation Consulting helped this airport and its partners move beyond compliance to create a truly inclusive experience.
From SOP updates and facility redesigns to frontline training and stakeholder engagement, we delivered a customer journey that reflects the real people who travel - not just the processes they move through.