Guidance for airport staff: supporting passengers with sight loss

General principles

• Not everyone with a vision impairment is totally blind. Many people with sight loss retain some useful sight. Some people with a vision impairment will use a guide dog or a white cane, but many will travel without a mobility aid. It may not always be apparent that a person has sight loss.
• Just like anyone else, people with sight loss will have personal preferences on how they receive support. The best approach is to ask the person how they would like to be helped. It should be possible to assist someone safely, but still enable them to retain their dignity.
• Clear communication is important to assist passengers with sight loss, particularly for directional instructions. Terms like ‘here’, ‘over there’, or ‘this way’ do not convey useful information to a person with a vision impairment. (Please see ‘effective communication hints and tips’ below, for more information.)
• The services and facilities at an airport are covered by the Equality Act 2010 and it would be unlawful to refuse access to a disabled person accompanied by an assistance dog, except in the most exceptional circumstances.
• As many people with sight loss have some useful vision, it can be helpful for members of staff to wear a high visibility jacket or tabard to enable many customers with sight loss to identify them.

Practical things that airport staff can do

• Please ensure that information provided on your website, including information on passenger assistance, is accessible for those using assistive technology (e.g. screen readers or magnification software).
• It may be useful to explain the kind of assistance that is available (e.g. support through check-in and security, pre-boarding the aircraft) and discuss what the passenger needs, when they arrive at passenger assistance. Passengers with sight loss may have different needs if they are travelling independently or accompanied by friends or family.
• Ask passengers with sight loss whether they would prefer a step-free route or are happy with steps.
• Please note that not all assistance dogs are trained to use escalators and travellators, but most will be trained to use a lift.
• If the passenger is a guide dog owner, ask if they need support to access a dog toileting area before going through airport security. Make the passenger aware of the airside dog toileting facilities or process that will be available for their guide or other assistance dog.
• If required, provide sighted-guide assistance through check-in, security and boarding – or through customs and to baggage reclaim. Some passengers may prefer to be guided verbally, rather than taking a guiding arm.
• Ask the passenger where they would like to wait for their flight (providing some information about the options available: e.g. in a passenger assistance waiting area, in a restaurant or café). They might appreciate support finding the nearest WC or purchasing something to eat or drink while inside the terminal – or require assistance to locate the dog toileting area.
• Many passengers with sight loss will not be able to identify or read information screens and/or locate their flight gate. Keep the passenger informed about changes to their journey and consider that they may require additional support to access airport facilities, in the case of delays.
• Once you have shown the passenger to a seat to wait for their gate to be announced, let them know where in the airport they are and ask them if they need further assistance. Always advise the passenger if you are leaving and let them know when to expect you to return.
• Return to notify the passenger of their departure gate, when known, and offer assistance finding the gate, if required.

Airport security

• Advise passengers with sight loss about the relevant procedures for going through security. If there are restrictions on carrying liquids over 100ml in hand luggage, advise passengers where they can prepare their hand luggage and obtain transparent bags for liquids.
• At security, it may take longer for a person with sight loss to place their items in the trays and/or repack their bag. Please be patient, give clear directional instructions, offer support, if needed, and/or assist them to move to a quieter area, if possible.
• A long cane is a mobility aid that helps a person with sight loss to identify and avoid obstacles or changes in floor surface (e.g. stairs or slopes). It also helps airport staff and other passengers to know that a person has sight loss. It is preferable to allow a person with sight loss to take their cane through security to the body scan area. Once the body scan is complete, the passenger can then be offered a seat or shown to a quiet place to wait, while their cane is passed through the metal detectors. It should be returned to the passenger immediately after scanning.
• For passengers with an assistance dog, the dog should not be removed from the proximity of its owner during security checks. When the owner enters the body scanner, offer to hold the assistance dog’s lead, until the scan is complete. Return the assistance dog's lead to the owner, guide them to a seat or quiet space to stand, and ask them to remove the dog’s harness to be scanned. Return the harness immediately after the scan. The dog’s lead and collar should not be removed, as these are in place to restrain the animal. These items can be swabbed, as required.
• It might be helpful to advise the passenger if a private search room is available at Security, in case they would prefer to wait in this room with their assistance dog while the harness is screened

Body scanners

• A passenger with sight loss may not be able to copy visual cues. It is important to explain clearly how to move into the correct position for the body scan. Not all passengers will be comfortable with physical contact to demonstrate correct body position. Always ask permission to physically move a person with sight loss into the correct position.
• Try to explain using clear instructions (e.g. ‘you will need to stand with your feet slightly wider than shoulder width apart’, ‘move one step to your right’, ‘raise your arms out to your sides at about a 45-degree angle from your body.’) Please see below for more hints and tips on effective communication.

Pre-boarding

• It is helpful to offer the option to pre-board the aircraft ahead of other passengers. If there is no air bridge and passengers have to board a mini-bus or board via external aircraft stairs, it is helpful to allow access to passengers with sight loss separately from other passengers, to avoid the crowding and jostling that can occur when people are in a hurry to board an aircraft.

Effective communication hints and tips

• Identify yourself – always introduce yourself and inform the person of your name and job title.
• Always ask the person if they would like any assistance and ask them what their name is.
• Continue to use normal body language. This will positively affect the tone of your voice and provide extra information to the person with sight loss.
• Never channel conversation through a third person. Always speak directly to the vision impaired person.
• When verbally guiding a person, ask them if they would like you to walk ahead of them, behind them, or on their left or right. Their preference may allow them to use any remaining vision.
• Provide clear instructions when describing a route or when you would like the person to change direction e.g. left and right.
• Describe the main features of the area to help the person orientate themselves. You may wish to use the ‘clock face technique’ e.g. ‘directly in front of you at 12 o’clock is the main entrance, to your right at 3 o’clock is the check-in desk. On your left at 9 o’clock is a seating area’.
• When walking, always let the person know about differences in floor surface, such as kerbs, steps and slopes (and whether these go up or down), tactile paving, gravel, tarmac or grass.
• Inform the person of any obstacles near them that could be trip hazards or that they could accidentally bump into e.g. bollards, gates, wet floor signs, seats or stanchions.
• Never leave a conversation with a person without saying so. It’s really important the person knows when you have left and what to do next once you have gone.
• Keep the passenger informed about any delays, cancellations or other things which might affect their journey.
• Finally, consider asking how the experience was for them or if there is anything that could have been done differently. This could help the next customer with sight loss for whom you provide assistance.

For more information, please contact Guide Dogs at: campaigns@guidedogs.org.uk

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