Changi Airport to Support Passengers with Invisible Disabilities

Changi Airport Group (CAG) has launched new initiatives to create a more stress-free and inclusive travel experience for passengers with invisible disabilities.

The initiatives were developed alongside special needs schools and organisations and include a step-by-step airport guide, special identifying lanyards, and a pool of trained staff.

The Changi Airport Social Story was developed with experienced educators from Rainbow Centre Training and Consultancy to help reduce the stress of unfamiliar situations. The guide’s pictures and short descriptions outline the entire airport journey and can be used to familiarise travellers with upcoming processes. The social story is available as a downloadable file that can be easily accessed on Changi Airport’s website or be printed for physical use.

Changi Social Story
Passengers with invisible disabilities can familiarise themselves with airport processes using the Changi Airport Social Story to reduce anxiety when travelling
Arthur Elfin Chiang, Assistant Director of Rainbow Centre Training & Consultancy, said:

“Rainbow Centre is heartened to know that CAG is taking steps towards being an inclusive airport so passengers with disabilities can be better served. This aligns extremely well with Rainbow Centre's vision of empowering persons with disabilities so they can thrive in inclusive communities.”

Passengers can also choose to carry a Hidden Disabilities Sunflower lanyard or the Land Transport Authority’s “May I Have a Seat Please” lanyard to discretely alert staff of their hidden disability. Changi airport staff have been trained to identify these lanyards and offer additional support.

Furthermore, over 300 frontline staff have completed specified training to become Changi Care Ambassadors, enabling them to effectively assist passengers at various airport touchpoints.

Changi Airport staff
Frontline staff, identified by their gold Care Ambassador pin, are trained to effectively support passengers with invisible disabilities on their airport journey
Damon Wong, Vice President of Changi Airport Group’s Passenger Experience, Ground Operations and Customer Service, 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.”

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