A new lanyard for passengers with hidden disabilities, first introduced at Gatwick Airport, is set to be rolled out to other UK airports following a successful trial.
Over 1,000 passengers with hidden disabilities such as dementia, autism or hearing loss use passenger assistance services at Gatwick Airport each month. The introduction of a distinctive lanyard for these passengers enables them to discreetly identify themselves to staff to ensure tailored help and support can be offered throughout their journey.
The number of passengers with hidden disabilities requesting assistance at Gatwick Airport has risen by 47% year-on-year since OCS launched the voluntary lanyard in May this year as passengers and their families feel more confident about flying, or requesting assistance at the airport.
Assistance staff at Gatwick have been trained to provide appropriate assistance when they see a passenger wearing the unique lanyard or badge. For example, the passenger may need more time to process information or to prepare their belongings ahead of security screening.
The project is part of a wider initiative by OCS Group, who provide assistance services at Gatwick and nine other airports in the UK and Ireland, to deliver improved support services. The Challenging for Change report, commissioned by OCS, recorded the experiences of 543 passengers with disabilities and made recommendations for improvement. The report has been followed up with workshops at airports around the UK at which airlines, airport operators, baggage handlers, disability groups and support service providers exchanged ideas to address the issues. Gatwick Airport and OCS Group have been working with leading UK charities, including the Alzheimer’s Society, The National Autistic Society and Action on Hearing Loss.
OCS has provided persons with reduced mobility (PRM) services at Gatwick Airport since November 2010. The introduction of the lanyard scheme was supported by extensive staff training, with NVQ Level 2 training in dementia care now standard for OCS teams in the departure lounges. In addition, over 50 Dementia Friends Champions have been trained throughout the airport, who in turn train Dementia Friends, in line with the Alzheimer’s Society’s Dementia Friends programme.
The Challenging for Change report is available for download from the website http://www.ocs.co.uk/challenging-for-change-report. OCS Group welcomes consultations, comments and feedback on the proposed recommendations, which can be emailed to challengingforchange@ocs.co.uk.
Passengers wanting to request a hidden disability lanyard or to discuss tailored assistance available at Gatwick can email: hidden.disability.at.gatwick@ocs.co.uk. Passengers can also collect a lanyard at any of the airport’s assistance desks.
