Stress rehearsal

Hey there, time traveller!
This article was published 11/08/2023 (1125 days ago), so information in it may no longer be current.

Flying can be a stressful venture. For travellers with disabilities, the journey from check-in to boarding can come with an additional set of concerns.

In 2020, the Winnipeg Richardson International Airport introduced a new passenger rehearsal program to give local fliers a better sense of the process that awaits them when they arrive at the terminal. Over the last three years, airport staff have conducted nearly 75 specialized tours for individuals and families.

“We’re here for anyone that wants to have a familiarity before they travel,” says Christina Redmond, director of terminal operations with the Winnipeg Airport Authority (WAA). “What we have seen is that the demographic of those that experience travel barriers are more interested in the program because it gives them that bit of research before they show up.”

When it was launched, the rehearsal program was the first of its kind in Canada. Similar initiatives have since been rolled out at airports in Vancouver and Victoria.

The Free Press recently followed along on a mock passenger tour with staff from Inclusion Winnipeg, a local disability advocacy group and a member of the airport’s accessibility advisory committee.

“It’s grounded in human rights,” Janet Forbes, executive director of Inclusion Winnipeg, says of the airport’s overall accessibility efforts. “If you can’t travel because no one’s going to take care of your needs, that’s a really discriminatory approach.”

Luke Armbruster is an administrative assistant with Inclusion Winnipeg and a wheelchair user. While he’s travelled extensively with his parahockey team, it can be a nerve-wracking experience to check his wheelchair and anticipate the barriers that might arise during the trip.

“It does help out having some prior knowledge of what you’re going into,” Armbruster says. “Personally, I’ve always travelled with family or teammates, but having the option (to tour the airport) if I were travelling individually is really important.”

The rehearsal program tours are tailored to each passenger’s needs and offer step-by-step instruction on the airport experience, from parking to check-in to security to boarding.

“The journey touchpoints are always the same,” Redmond says. “But the conversation is often very different because we individualize it to whoever’s in front of us and whatever barriers they’re going to face.”

Redmond recommends reaching out to the airport three months in advance of a booked trip, but accommodations can be made on a tighter timeline. The goal is to mirror an impending itinerary as closely as possible.

During the tour, which starts at the info booth on the arrival level of Richardson International, Redmond points out various adaptive amenities throughout the building, such as the locations of accessible washrooms, elevators, visual announcement boards and Braille signage.

The airport is also navigable via smartphone applications MagnusCards and Aira, which are designed for users with cognitive disabilities and visual impairment, respectively.

Last year, the WAA unveiled a fleet of six autonomous wheelchairs for pre-boarding use, and green floral identification badges are available through the Sunflower Lanyard program for passengers with hidden disabilities who may require additional assistance. Free sensory kits are in the works.

“We’re always working towards better instead of perfection,” Forbes says, adding that the airport has made significant accessibility strides in recent years. “When I’m talking to people who come from other places… they often talk about how easy it is to access information here.”

Rehearsal tour members are given faux documents, including a passport and boarding pass, to better mimic interactions with ticketing agents and security personnel.

While the WAA oversees operations at the airport, there are many different airlines and businesses with differing sets of accessibility standards occupying the facility, which means snags can arise. In an effort to streamline the passenger experience, Transport Canada now requires airlines and airports to publicly share their internal accessibility plans.

“Airlines have had very similar expectations for years around staff training, their familiarity with assistive devices and how they interact with someone who might be facing a barrier,” Redmond says. “As of June 1, they’ve had to officially put (those expectations) into writing.”

At security, tour participants are allowed to approach the portal and observe the screening process. Redmond describes how outerwear might need to be removed, what kinds of items are allowed in carry-on luggage and how pat-downs are conducted for passengers with limited mobility. Getting used to the sights and sounds of metal detectors and security machinery can be helpful for those with sensory differences.

In the departure lounge, tour groups are able to practice travelling up and down the bridge and onto a plane, if one is available. Redmond demonstrates the assistive devices airline staff can employ to help mobility aid users board and transfer into their seats, such as a narrow aisle wheelchair or an automated lift.

While the passenger rehearsal program is an opportunity for visitors to learn about the amenities available, it’s been an equally enlightening experience for the airport authority.

“We learn a little something from every rehearsal,” says Redmond, adding that user feedback is often discussed during the organization’s accessibility committee meetings.

Rehearsal tours can be booked by sending an email to info@waa.ca or calling 204-987-9402. Visit waa.ca for more information on the airport’s accessibility features.

eva.wasney@winnipegfreepress.com

Twitter: @evawasney