Articles

Flying with Dementia passengers – some airports are friendlier than others

16/08/2017

Unfortunately, some airports have recently made the headlines with their bad service to seniors who need to travel. Air Canada and United were examples of how not to handle passengers with Dementia who use these facilities.

Good news now is that other countries are taking positive action when working with people with dementia. In a recent survey, most passengers said that the time spent in the airport facility was far more stressful than the actual time flying. Responding to this, British Airways began steps to create more dementia–friendly airports. 

Educating Staff
Heathrow has started a training programme to include all of its 76,000 strong work force, in which it will focus on understanding dementia and other disabilities. 

The goal of the training programme is to be able to create a calm and comfortable travel environment for every passenger, more so for those who live with this affliction.

One of the areas which is most likely to trigger anxiety and frustration is in the security section, with long lines and metal detectors. This may be an extremely challenging time for anyone with dementia, as it is important to provide a peaceful, non-threatening environment for them. Heathrow is researching how security personnel can still perform their duties, but without adding further stress.

Lanyards and quiet areas
Gatwick Airport in also implementing a similar system, with the option now for passengers with dementia to wear a hidden disability lanyard. This system is completely voluntary, and it allows passengers who may need assistance to make this known, without attracting attention to themselves.

Staff will be able to recognise the lanyard, which can be removed by carers or the passengers themselves when they feel the situation is less stressful.

While this may not suit all passengers, the options may be bracelets, badges, and pins. These will indicate to staff that the passenger may require:

- More time and a slower process
- More time with family
- More verbal language to be able to understand what is needed
- More visual instructions from staff
- A more detailed explanation on what to expect as they travel through the facilities.

Patience from Staff
The programme will train Staff to be more patient with passengers with dementia. Sometimes one sentence will not be understood but saying something in another way will explain things better.

Quiet places are essential for passengers as noise and excess movement overstimulate their brains. Quiet rooms and areas will help them to recover from the ensuing confusion.

Tips when travelling with a passenger with dementia
Keep in mind that what does not bother most people, may have a detrimental effect on a passenger with dementia.

- Arrive early. This will avoid the stress of trying to make them move faster to the checkout. Any rushing will aggravate and frustrate them.

- Walk behind them going through security. This means that you will be there if they decide to turn and walk the other way.

- Identification. If you become separated, make sure that your dementia passenger has your name, and phone number somewhere accessible, such as in a purse or wallet.

- Inform staff. Be clear about what your passenger can and cannot do, and tell staff.

- Find a quiet place. Prayer rooms are perfect to calm a situation. Most airports have a quiet room where you can diffuse the situation. You can normally find this out before you arrive at the airport.

- Travel light. Do not rely on your passenger being able to carry their own bag all the time. The less you can carry, the easier it will be to negotiate your way with your passenger.

Just because someone suffers from dementia, does not mean they are precluded from travel. If you, as the person who is in charge, is well prepared for the trip, there is no reason why things should not run smoothly. Enlist the help of officials, and you will find that flying is not the nightmare you think it may be.