A Cross-Airport Analysis of Hidden Disability Programs by Major Australian Airports

Australian airports have increasingly recognized the need to support travellers with hidden disabilities (HDs), implementing programs to enhance accessibility and inclusivity. This paper presents a cross-airport analysis of hidden disability programs (HDPs) at six major Australian airports: Adelaide, Brisbane, Gold Coast, Melbourne, Perth, and Sydney. Through semi-structured interviews with airport managers, we examined the purpose, means of identifying passengers with HDs, support facilities, services, staff training methods, positive experiences, challenges, and partnerships with disability organizations across these airports. Key findings reveal commonalities in the use of sunflower lanyards for identification, provision of sensory maps and social stories, and collaboration with organizations like Autism Spectrum Australia (Aspect). Support services include priority security lanes, meet-and-greet services, and therapy dog initiatives (e.g., Elmo at Adelaide Airport). Staff training methods vary, with online, face-to-face, and blended learning approaches adopted to suit operational needs. Airport managers highlighted positive passenger experiences – including assistance for travellers with autism, Post-Traumatic Stress Disorder PTSD, and other HDs – as well as challenges such as resource limitations, lack of expertise, and inconsistent cross-airport practices. This analysis highlights the progress made in supporting travellers with HDs and underscores opportunities for standardization, increased resources, and expanded staff training to foster more inclusive air travel experiences across Australia.