Birmingham Airport introduces check-in service for neurodivergent travellers

Birmingham Airport has introduced a new service and check-in facility to make the airport journey “as stress-free and calm as possible” for travellers with a non-visible disability.

The new check-in system includes an onsite ‘Assisted Travel’ desk, dedicated security search area and staff trained to assist travellers with neurodiverse and hidden needs, according to the airport.

The service will complement an existing sunflower lanyards programme, which helps airport staff identify passengers with hidden disabilities who may need additional support.

Birmingham Airport head of terminal operations Chris Wilson said: “This new process ensures we can fully support our customers with the help they need, whether from the check-in point to the aircraft or just through the security process. The choice is up to our customers, ensuring their independence.”

To access the service, travellers with a sunflower lanyard are required to register with the assisted travel desk prior to accessing security. Once registered, airport staff will liaise with the traveller to ensure their assistance needs are understood, the airport said in a statement.

However, the airport warned the sunflower lanyard “does not automatically guarantee passage through the express lane, and this is monitored by customer service teams each day”.

“This new scheme will help better manage the service offered to customers registering directly with the assisted travel team upon arrival,” said Andy Wright, independent chairman of the Birmingham Airport Accessibility Forum.

“This will ensure that the resource can now be better utilised to support those for whom the sunflower lanyard policy was originally created.”

Additional support measures for travellers with a hidden disability include the airport’s airside Sunflower Lounge, a quiet space where travellers can wait for their flight; interactive play zones for travellers of all ages and accessible toilets that include a Changing Places facility (with an adult-sized changing bench and hoist).