Discovery Workshops

Accessible Skies – Phase 1 Close-Out

View Phase 1 At A Glance

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In Phase 1, we wanted to learn how people with cognitive disabilities and their care partners experience airports in Canada. We listened to people’s stories and talked with airport staff, advocates, researchers, and airport partners. We held workshops, visited an airport, and sent out surveys. This helped us find the biggest problems and the best ways to make things better.

Phase 2 begins next: national surveys, airport journey mapping with Ottawa, Toronto Pearson, and Edmonton International airports, and focus groups to validate recommendations.

Why this work matters

Air travel is hard for many people. For people with cognitive disabilities and their family, friends, and care partners, airports can be extra stressful. Things move fast, information is often unclear, and there are a lot of loud noises and bright lights. In Phase 1, we looked for the places where people encountered the most barriers, and what changes would help the most.

What we did in Phase 1

People could take part in Phase 1 in different ways. Everyone could share in the way and at the speed that worked best for them. We offered written responses and used plain language questions.

Activities included

  • Virtual research workshops and facilitated conversations
  • An in-person airport session
  • Post-session and targeted surveys
  • Analysis using a consistent coding approach across all inputs

Multiple ways to contribute

We made surveys and sessions easy to join. We used plain language, let people go at their own pace, and allowed written answers.

Who we learned from

We spoke with many different people. This included people of all ages with cognitive disabilities, their family and care partners, airport and security staff, researchers and professionals, and people who work for disability and dementia organizations.

How we organized the airport journey

To compare experiences consistently, we used the same six stages of travel:

  1. Before the trip (planning and booking)
  2. Getting to the airport (arrival and transportation)
  3. Inside the airport (check-in, security, waiting)
  4. Boarding and the flight
  5. After the flight (arrivals, baggage, onward travel)
  6. General experience

What we learned

In the workshops and surveys, people talked about many of the same problems and the things that work well. The main themes were:

  • Processes and policies
  • Training and staff interactions
  • Information gaps
  • Sensory factors (noise, lighting, crowds, announcements)

Eight main research findings

Planning is heavy, and information is scattered

People often need to search out multiple sources to understand what to expect and what supports exist.        

Airports can be sensory-overwhelming

Noise, lighting, crowds, and announcements can lead to cognitive overload and reduced confidence.

 
 

Wayfinding is confusing and inconsistent

Lots of signs and screens, inconsistent wayfinding, and sudden changes increase confusion and reliance on others.

 

Some processes and policies create avoidable risks

Uncertainty around screening, medical supplies, separation from family and care partners, and limited support after landing can increase vulnerability, especially when fatigue is highest.

Staff approach can make or break an experience

Calm explanations, patience, and keeping people together can transform outcomes; uneven training and operational pressure can undermine that.

Support for cognitive and invisible disabilities is uneven

Cognitive supports can feel inconsistent and dependent on self-advocacy or knowing what to ask for.

 
 

Coordination and      co-design need strengthening

Cognitive accessibility is not consistently tracked or reflected in programs across airports. Participants emphasized the need for stronger coordination across airports and airport partners and that formal lived-experience roles should always be included in design and review of programs and services.

Promising practices exist and can be expanded

Bright spots include rehearsal/familiarization programs, quiet or sensory supportive spaces (that aren’t just focused on children), therapy animal programs, trained, proactive assistance airport cultures, recognition tools like the Hidden Disabilities Sunflower, and practical supports like visual guides and sensory kits.

What happens next in Phase 2

National surveys with accessible formats

Surveys will include people with cognitive disabilities, care partners, professionals and advocates, and airport, airline, and security staff, including people who have reduced or stopped flying.

Airport journey mapping

Customer journey mapping with Ottawa, Toronto Pearson, and Edmonton International airports, supported by interviews and analysis.

Focus groups and consolidated recommendations

National focus groups will test and refine recommendations, leading to a Phase 2 report and sector presentations.

Get involved

Watch for Phase 2 surveys and opportunities to participate.

Funded by: Accessibility Standards Canada and the Government of Canada