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February 3, 2022

CAG unveils support plan for travellers with invisible disabilities

CAG developed these initiatives in consultation with the special needs schools and organisations.

Changi Airport Group (CAG), which manages Changi Airport (SIN) in Singapore, has introduced three new initiatives for supporting passengers with invisible disabilities.

The move is expected to benefit passengers with dementia, autism spectrum disorder or Down syndrome. These initiatives are designed to provide a more stress-free and inclusive travel experience for these travellers.

The first initiative involves offering passengers access to a customisable step-by-step airport guide.

The airport operator developed the guide with educators from Rainbow Centre Training and Consultancy (RCTC). Named Changi Airport Social Story initiative, the tool familiarises travellers with invisible disabilities with the various airport processes from check-in to boarding.

This initiative will aid in minimising the stress of unfamiliar situations for such passengers.

Secondly, the passengers can wear specific lanyards to seek support discreetly.

The airport staff is trained to identify the lanyards and then reach out to the passengers to provide the necessary support.

Furthermore, the airport is equipping staff with special skills to address specific passenger requirements. These staff members, called Changi Care Ambassadors, have been trained by RCTC and acquired skillsets to effectively support passengers with special needs.

CAG developed these initiatives after consulting the special needs schools and organisations.

CAG passenger experience, ground operations and customer service vice president 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.

“We worked closely with experts and sought feedback from the community on how we could better support their needs at the airport.

“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.”

In June last year, Nokia partnered with Beaqon to deploy its passive optical local area network (POL) solution at Changi Airport.

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