Aviation Retail Disability Confident Course

People with disabilities and reduced mobility enjoy traveling and have significant spending power. The “Purple Pound” is estimated to be worth over £249 billion in the UK alone, growing at approximately 14% annually. (For more information, visit Purple Tuesday). Globally, this spending power amounts to $8 trillion and rises to $13 trillion when including family and friends. These customers are eager to enjoy the airport experience just like everyone else. This is your chance to welcome them into your retail stores, cafes, and restaurants. All you need to do is reach out with openness and communicate with an open mind.

GOAL 

To change the mindset of aviation retail, aiming to make the airport experience enjoyable for all passengers, regardless of their condition or ability. Ensuring airport retail is accessible to everyone will boost income and make passengers’ experiences unforgettable. 

COURSE OBJECTIVES 

After this course the staff will be able to:

• Respect and empathize with the diverse needs of passengers.
• Determine and provide the appropriate assistance.
• Assist passengers more effectively with a deeper understanding of non-visible disabilities.
• Communicate on a wider platform.
• Understand many of the anxieties passengers may face, while also becoming more confident in addressing disabilities.
• Handle and process sensitive information from passengers regarding their needs.
• Reduce misunderstandings and disappointment, minimizing the likelihood of formal complaints.

COURSE CONTENT 

• Overview of disabilities in general
• Effective communication methods with passengers
• Hyper and hypo sensitivities of people with certain conditions
• Alternative communication techniques for passengers with certain conditions
• Potential fears of passengers with disabilities when visiting stores, cafes, and restaurants
• Ways to support passengers requiring minimal help or encouragement
• Methods to bring retail services to passengers
• Passengers traveling with assistance animals or dogs.

COURSE FORMAT
One day – classroom and online options are available.

WHO SHOULD ATTEND
All retail staff within the airport community

PREREQUISITES
None

CERTIFICATE
A certificate will be issued upon successful completion of the final examination to those participants obtaining a grade of 80% or higher.