IATA workshop at AccessAbilities Expo focuses on assistive technology to help people of determination
- Iman El Asady: By embracing innovative solutions, we pave the way for a future where everyone can explore the skies with dignity and ease
- Fatma Taher: Hidden Disabilities Program a great success; Sunflower Lanyard is the autism friendly route
The IATA Workshop on ‘Innovation in Air Travel Accessibility, focusing on assistive technology to support passengers with disabilities, at the 6thedition of AccessAbilities Expo 2024, discussed and proposed solutions to the challenges faced by passengers with disabilities.
Iman El Asady, Regional Manager, External Affairs & Sustainability for Middle East & North Africa, IATA, began the workshop with a presentation. She then transitioned to moderating a panel discussion featuring Ms. Fatma Taher, Acting Head, Government Agenda, Dubai Airports; Ms. Deneen Cooper, Owner of Cooper VIP Travel Agency and Accessible Travel Advisor, USA; and Mr. Myron Pincomb, Board Chairman and CEO, International Board of Credentialling and Continuing Education Standards, IBCCES.
Iman El Asady began by envisioning a world where every journey, every flight, is an equal experience for all. She stated, “Imagine a world where people with disabilities don’t just navigate through travel, but thrive in it—because everything, from booking a ticket to boarding a plane, has been designed with them in mind. This is not just about convenience; it’s about dignity, freedom, and the right to travel without barriers.”
Iman El Asady emphasized the importance of accessibility in aviation, highlighting that it is ensuring all passengers, regardless of their cognitive or physical abilities, can use air travel services comfortably and safely. “Accessibility is crucial in aviation to ensure inclusivity and equal opportunities for all passengers. It enhances the travel experience, making it seamless and enjoyable for everyone,” she added.
She highlighted the significant population of people with disabilities, noting that the World Health Organization estimates that there are 1.3 billion people worldwide who live with some form of disability, which represents 16% of the world’s population, or 1 in every 6 people.
“This number is expected to increase due to several factors, including an an aging population. By 2050, it’s estimated that 20% of the world’s population will be over 65 years old. Persons with disabilities find inaccessible transportation 15 times more difficult than those without disabilities. “
“More innovation will help in empowering persons with disabilities, enhance the passenger experience, and lead to greater operational efficiencies. This includes streamlined processes, reduced manual processes, and, ultimately a competitive advantage.
Iman El Asady highlighted IATA’s pivotal role in enhancing accessibility across the aviation industry. The organization coordinates with its members to adopt and implement strategies, best practices, and standards. Comprehensive guidelines are provided for airlines and airports. Additionally, IATA collaborates closely with the International Civil Aviation Organization, governments, and regulatory bodies to advocate for consistent and supportive policies worldwide.
One notable initiative is the “Trust Me, Know My Needs” project, which explores ways to enhance the experience of passengers with disabilities through verifiable credentials. These credentials allow passengers to store their assistance information and personal data in a digital wallet, making it easy to request service assistance and provide proof of entitlement in a privacy-secure and customer-centric way. The project aims to ensure a seamless and dignified end-to-end experience for persons with disabilities.
Also, a video featuring the “My Route” feature on Istanbul Airport’s mobile app was presented, as sent by Ms. Hilal Kahraman, Experience Design and Segment Management Assistant Manager. Although Hilal was not present, her insights were quoted in the discussion.
On her part, Fatma highlighted the Hidden Disabilities Program of Dubai Airports.
“At Dubai Airports, our focus on accessibility has been central to our operations for the for the past few years. We approach it as an end-to-end journey – starting from pre-travel, continuing through the airport experience, and extending onto to the aircraft.
“The Hidden Disabilities Program, launched two years ago, focuses on autism and non-visible or hidden disabilities. One of our key initiatives is the Travel Planner, a visual guide to helps travellers anticipate what to expect at every touch point within the airport.
“We’ve also implemented the Sunflower Lanyard Scheme, widely adopted globally, but tailored uniquely at Dubai Airports with a dual identification system. Over 33,000 employees across our stakeholders and partners have been trained, ensuring guests can easily identify who to approach for support at the airport.
“The Sunflower Lanyard, designed for various disabilities, provides an autism friendly route, and offers priority service at every touchpoint – from check-in and immigration, through to security, concourses, and boarding.
“One key learning from working with the disability community is to never assume. Each group has different preferences, particularly when it comes to boarding. Some prefer to board first, while others prefer to board last. This valuable insight only emerged through direct engagement with the community,” Fatma said.
Deneen Cooper highlighted the difficulties faced by wheelchair passengers. “Sometimes when you’re coming into an airport and you’re dealing with whether wheelchair assistance is going to be there for you, worrying about whether or not you can check in, and what the situation will be when you check in, and if somebody’s going to help you check in.”
One concern for people with disabilities is whether the person assisting them understands that all their assistive technology must accompany them on the plane.
Myron Pincomb talked about the certification program specifically for autistic and sensory sensitive passengers, and how the program improved the travel experience for such passengers. He said the government wants to make Dubai one of the most accessible cities in the world.
The company mapped out everything that’s tourist- touching and started training and certifying hotels.
The panel was followed by several presentations from a passenger assistance services company and assistive technology providers, highlighting their solutions. The speakers included Ms. Mira Al Hmoud, Associate Director, Strategy & Commercial Department, Plaza Premium; Ms. Pinar Reza, Global Outreach Coordinator, WeAccessAI; Mr. Camille Matta, Managing Director, Consort World, and Mr. Myron Pincomb.
Iman El Asady concluded the workshop by emphasizing the importance of persons with disabilities to the air transport sector. She reiterated the commitment to providing safe and dignified travel to passengers with disabilities, highlighting that the IATA Core Principles are centered on promoting accessibility. She stressed that a partnership between government, passengers and the industry is essential to making air travel accessible and inclusive.
Ends