Helping Hands

About the Program

Category: Human Services (Best in Category)

Year: 2020

Airport travel, while an exciting and fun experience for some, can be especially stressful for an individual with an autism spectrum disorder or other hidden disability. John Wayne Airport (JWA) strives to provide a superior guest experience for all travelers and wanted to ensure it was meeting the needs of families traveling with individuals with hidden disabilities. To ease some of the stress associated with airport travel, the Airport created “Helping Hands.” The Helping Hands program facilitates communication with TSA to arrange for TSA Cares assistance; coordinates with airlines to arrange special assistance; provides personalized help guiding travelers through the arrival, check-in, security, and boarding processes; and conducts pre-travel tours to help prepare for the trip. Participants are provided with yellow bracelets to inform Airport employees that additional time and extra care may be required.Customer Relations staff, Airport tenants and airlines receive specialized training, and ongoing marketing efforts continue with participation at community events, presentations, and publicity. The program continues to expand as new partnerships arise, such as collaboration with the Alzheimer’s Association and veterans organizations. Since the program’s inception, 96 requests for personalized assistance or tours have been fulfilled, and 181 individuals attended eight trainings. Because of the community, airline and staff support, Helping Hands continues to grow.