Speaker Biograghy: Laurel has specialized in accessible travel and hospitality since 1987, working as a writer, educator and consultant. Since 2004 she has been the Director of Programs for Open Doors Organization (ODO), the Chicago-based non-profit best known for its nationwide studies of the disability travel market. In addition to developing ODO customer service training for airports, airlines, cruise lines, hotels and ground transportation companies, Laurel edits the organisation's Easy Access guides, newsletter and website. She is currently the Principal Investigator on a new project for the Airports Cooperative Research Program titled Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities. A long-term resident of New York City, Laurel has an MA in Economics from the New School for Social Research and a BA from Bryn Mawr College in Sociology.


Day 3 - 16 March
Session: Ageing Population & PRMs

09:05 - 09:35 - ACRP 07-13 Report: Enhancing Wayfinding for Ageing Travelers and PRMs
Synopsis: A new report from the Airports Cooperative Research Program provides detailed guidance on communicating information verbally, visually and virtually so airports can implement solutions to improve wayfinding for ageing travellers and those with disabilities – physical, sensory and intellectual. By combining the physical space with the information space, the tools and research in this guidebook aim to help airports implement a comprehensive wayfinding system that provides these customers with the information they need – how and when they need it – both before and during travel. This holistic research applies universal design principles to ensure a better wayfinding experience for all air travellers.

Audience will learn:

• Overview of a valuable new resource from ACRP
• How to improve information access for ageing travellers and PRMs pre-trip and at the airport
• Which new wayfinding technologies hold the most promise and why the user interface is critical
• How a holistic approach to wayfinding for these customers benefits all air travellers and the industry
• The continuing importance of the 'verbal' element, i.e., frontline staff trained in disability awareness and communication