Enhanced support through customisable guides and trained staff for a stress-free travel experience
Changi Airport has unveiled three new initiatives aimed at making air travel easier and more inclusive for passengers with invisible disabilities. The initiatives, announced on February 2 by Changi Airport Group (CAG), were developed in collaboration with special needs schools and organisations.
Passengers with conditions like autism spectrum disorder, Down syndrome, and dementia will benefit from a customisable, step-by-step airport guide and trained staff who can discreetly offer assistance. One of the key features is the Changi Airport Social Story, created with input from educators at Rainbow Centre Training and Consultancy. This tool aims to reduce stress by familiarising passengers with invisible disabilities with the various processes they will encounter at the airport.
The social story, which includes pictures and short descriptions, is designed to prepare passengers for the airport journey from check-in to boarding. It can be downloaded, customised to individual needs, and printed for easy access before travel.
Over 300 frontline staff, known as Changi Care Ambassadors, have been trained to assist passengers with special needs. More staff members will undergo similar training this year. Damon Wong, Vice President of Passenger Experience, Ground Operations, and Customer Service at Changi Airport Group, highlighted that the new initiatives are intended to create a more comfortable and accessible airport environment for all passengers, particularly those with invisible disabilities.
