Redesigning Airport Accessibility for Hidden Disabilities
As air travel rebounds, airports and airlines face a growing imperative: make accessibility more than a box-ticking exercise. For millions of travellers with non-visible disabilities - such as autism, anxiety disorders, or sensory processing challenges - the journey through an airport can be confusing, overwhelming, and stressful.
At TJM Aviation Consulting, we specialise in transforming accessibility from a narrow focus on physical mobility into a fully inclusive, customer-first experience. In this white paper, we detail how we supported a major UK airport and airline partner to overhaul their PRM (Passengers with Reduced Mobility) program, creating a new standard for inclusive travel.
Evolving Needs, Outdated Models
With PRM volumes more than doubling post-COVID, the airport faced mounting pressure. Complaints were up, staff were overwhelmed, and existing services - designed primarily for physical disabilities - left customers unsupported. Key issues included:
A reactive model focused only on mobility impairments.
Lack of staff training in recognising or assisting neurodivergent customers.
Inconsistent support between terminal zones and service providers.
A sharp rise in dissatisfaction, particularly from carers and customers with hidden disabilities.
Our Approach: Strategic Accessibility, End-to-End
TJM Aviation Consulting delivered a holistic transformation program focused on customer empathy, operational excellence, and regulatory compliance. Here’s how we tackled it:
1. Customer Journey Mapping
We conducted end-to-end audits of the entire airport experience—from booking to boarding and beyond—with neurodivergent customers, carers, and advocacy groups.
Identified high-stress touchpoints such as loud environments, unexpected gate changes, and security procedures.
Captured real-world insights that typical SOPs and feedback channels miss.
Mapped service inconsistencies across airline, airport, and third-party staff.
2. Redesigning SOPs and Communication
We overhauled outdated protocols to reflect a wider spectrum of needs:
Integrated hidden disability recognition into SOPs, with guidance on respectful, empathetic engagement.
Updated language and tone-of-voice protocols for PA announcements and staff scripts to reduce anxiety triggers.
Ensured communications were calm, clear, and inclusive at every stage.
3. Facilities and Staff Training
We developed targeted facility and training upgrades:
Advised on sensory-friendly holding zones, signage, and lighting adjustments.
Supported funding and concept development for multi-sensory quiet rooms.
Delivered training content around neurodiversity, communication techniques, and empathy-led service.
4. Feedback and Performance Monitoring
Inclusion without measurement is just intent. We established:
Customer feedback tools tailored for users with cognitive or communication challenges.
KPI dashboards tracking not only compliance but also emotional experience and support consistency.
Regular stakeholder review cycles with advocacy groups and community partners.
The Results: Real Impact, Measurable Change
Inclusive SOPs now guide support for both visible and hidden disabilities.
Positive feedback from neurodivergent travellers and carers has significantly increased.
Staff are more confident and consistent in handling complex customer needs.
PRM- and accessibility-related complaints have meaningfully declined.
Why This Matters: Accessibility That Delivers Dignity
At TJM Aviation Consulting, we offer dedicated consultancy to help airlines, airports, and travel brands enhance the end-to-end experience for customers with reduced mobility and accessibility needs.
With deep expertise in regulatory standards, operational constraints, and the emotional realities of travel, we go beyond compliance to deliver:
Barrier identification across the full journey—from booking to arrival.
Cross-functional service design and accessibility strategy.
Practical staff training and inclusive communication standards.
Feedback-driven, customer-first improvements that deliver dignity, ease, and confidence.
Partner with Us to Rethink Accessibility
Accessibility isn’t just a legal requirement - it’s a brand differentiator and a moral imperative. As customer expectations rise, the travel sector must evolve beyond ramps and wheelchairs to embrace invisible needs with equal clarity and care.