Neurodivergence has become an increasingly discussed topic in recent years. Travel managers may wonder how to take care of their neurodivergent travellers, even though they cannot ask for or store information about a traveller’s identity.
FCM Travel has 5 tips that all travel managers can implement so neurodivergent travellers can get information up-front and be aware of on-the-ground support.
1. Overstimulating airports
Airports can be exhausting for even veteran travellers. Loud sounds sap energy and may cause tempers to rise. Now, take this and dial it up to ten: That’s what many neurodivergent travellers can experience in airports. This is called noise sensitivity.
There are four types of noise sensitivity to take into consideration:
1. Misophonia: Certain sounds cause anger or significant irritation
2. Phonophobia: Certain sounds cause anxiety or fear
3. Recruitment: Struggles to adjust between different levels of sound
4. Hyperacusis: Difficulty coping with sounds that others may find ‘normal’ or non-bothersome, such as sounds in one’s environment
A great way to support travellers with noise sensitivity is by providing noise-cancelling headphones. These large headphones cover the entire ear with comfortable material and block out all sound except the music the traveller is playing.
2. Out-of-comfort-zone foods
Neurodivergent people are often mistaken for “picky” eaters, but it goes much further than that. The smell, texture, and/or taste of certain foods can be triggering and cause panic attacks and other forms of overstimulation.
While travel managers cannot control the food provided in an airport, there are ways to ease a food-sensitive neurodivergent traveller’s anxiety. Try providing airport maps in your travel tech that travellers can easily download. Neurodivergent travellers can then see what food is available ahead of time and plan their menu.
For example, the traveller prefers salads, but the salad restaurant is clear across the terminal from their gate. They could plan to show up earlier for their flight, so they have time to stop by the salad place to eat something that is comfortable.
3. Airport delays and schedule changes
We all get stressed when our flight is delayed, or our gate is changed at the last minute, causing us to run across the airport desperately. But this can be earth-shattering for a neurodivergent traveller who depends on routines.
In this case, provide an easily accessible checklist that includes what to do in various disruptive scenarios, from gate changes and delays to cancelled flights and obtaining comped accommodation. Also, remind them of the support your TMC provides, like live agent chat. This way, neurodivergent travellers don’t need to navigate the unexpected or feel alone while doing it.
4. Communication gaps
Neurodivergent people can struggle with seamless speech. This can manifest in stuttering, struggling to find the correct words, talking very fast, or interrupting. This behaviour can seem off-putting and rude to someone who doesn’t know better, such as airport staff.
There is a global initiative to help travellers with disabilities or neurodivergence: the Hidden Disabilities Sunflower lanyard. Travellers can request this lanyard at the airport (the location varies from airport to airport, so provide this information to travellers ahead of time). When they wear it, it signals to airport staff that they need some extra support. Staff may speak slower or more clearly, give extra specific directions, or even accommodate the traveller during boarding.
5. Uncomfortable and confining airplanes
Do economy seats feel like they are getting smaller to you? It certainly is uncomfortable when you accidentally elbow the person next to you, spend the entire flight with your legs awkwardly touching, or feel suffocated by your tray table cutting into your stomach. The tight squeeze and pressure of the seatbelt can also feel uncomfortable. For neurodivergent travellers, these annoyances go far beyond. Accidentally touching the person next to them can trigger panic attacks if they are touch-averse, and the tight spaces can quickly feel claustrophobic.
We know that it is inevitable that travellers have to book economy, and we aren’t shaming travel managers who require economy in their policy. But there is some leeway you can provide to your neurodivergent travellers:
- Allow them to buy extra legroom
- Let them pay to board early, or
- Just let them book first or business class
Champion inclusivity
You may not know who your neurodivergent travellers are, but if you update your policy to include these five tips, you’ll definitely make a difference in their lives. Because business travel – and the world – is better when we all take care of each other.
