Avianca implements a tool to ensure that neurodiverse or intellectually disabled passengers have a more accessible experience

Avianca has begun implementing the SSR DPNA code, an IATA-level tool used by airlines to enable passengers with intellectual or developmental disabilities to report their condition.

Travelers with intellectual or psychosocial disabilities, neurodivergence, autism spectrum disorders, Down syndrome, attention deficit hyperactivity disorder (ADHD), cognitive disorders related to aging (Alzheimer's, dementia) or other related medical diagnosis may voluntarily identify themselves through this code to receive personalized and free assistance.  

Through this new option, which is available at customer contact points such as the booking flow and management, special assistance website and contact center, the airline, in addition to identifying travelers, can adapt its service to the needs of users who require it, providing an increasingly accessible experience tailored to their needs. To date, more than 1,500 people have voluntarily used this code.  

"Inclusion, diversity and accessibility are priorities for Avianca, which is why we are taking a step into the future and creating strategies that are more user-friendly. We are happy to provide solutions to allow people to have tools at hand that meet their needs and allow them to have a better experience when traveling," said Michael Swiatek, Chief Accessibility Officer at Abra.  

Since each person is different and their needs may vary, when making a request through the contact center, it is important that the user or their companion explain to the Avianca agent what type of help or assistance they require. If the request is made through digital channels, it is advisable to go to the counter at the airport to detail the type of support they need. 

Source: Avianca.