Avianca Introduces Tool to Support Neurodiverse & Intellectually Disabled Passengers

Avianca has begun the implementation of the SSR DPNA code, an IATA-level tool used by airlines so that passengers with intellectual or developmental disabilities can report their condition. Those travelers with intellectual disabilities, psychosocial disabilities, neurodivergence, within the autism spectrum, with Down syndrome, attention deficit hyperactivity disorder (ADHD), cognitive disorders related to aging (Alzheimer’s, dementia), or other related medical diagnosis, may voluntarily identify themselves through this code to receive personalized and free assistance.

Through this new option, which is available at customer contact points such as booking flow and management, special assistance website, and contact center, the airline, in addition to identifying travelers, can adapt its service to the needs of users who require it, providing an increasingly accessible experience according to their needs. To date, more than 1,500 people have voluntarily used this code.

“Inclusion, diversity, and accessibility are a priority for Avianca, so we are taking a step into the future and creating strategies that are more friendly to all our users. We are happy to provide solutions to allow people to have tools at hand that accommodate their needs and allow them to have a better experience when traveling,” said Michael Swiatek, Chief Accessibility Officer of Abra.

Since each person is different and their needs may vary, when requesting the contact center, the user, or their companion must explain to the Avianca agent what type of help or assistance they require. If the request is made through digital channels, it is advisable to go to the counter at the airport to detail the type of support they require. This initiative is part of the more than 32 actions that make up the “Avianca Accessible” program, which was born to understand each disability, its characteristics, and the best way to address them with a quality and personalized service.

One of the biggest challenges in accessibility is understanding the world of neurodiverse people and their specific needs in contexts such as air travel. Therefore, in addition to the DPNA code, Avianca has worked on actions to train its teams in assertive communication, definition, and characteristics of each disability, as well as handling challenging situations.

In addition to this, the recent launch of its website on accessibility (Avianca—Intellectual Disability), which includes a specific section to serve travelers with intellectual or cognitive disabilities, in addition to a guide built together with Lifesense, (a Bogotá-based mental health service) which includes specific recommendations so that this group of travelers can better prepare.

Headline Image Credit: imslavinsky from Pixabay.