Talk to an Inntel expert
As an Ambassador for Neurodiversity in Business, I was honoured to moderate a recent Institute of Travel Management (ITM) webinar on Neurodiversity and the Airport Experience, which is part of ITM’s ongoing series on how we can all support neuroinclusive business travel.
Previous sessions in this insightful series have covered topics including Accommodating Accommodation, The Impact on Mental Health, and Inclusive Meetings and Events.
This latest discussion focused on one of the most complex and sensory-rich aspects of travel: the airport experience. I was joined by two brilliant panellists – Anna-Ruth Cockerham, an award-winning accessibility and inclusion consultant (and former Gatwick Airport inclusivity specialist), and Christianna Best, an experienced corporate travel professional who generously shared her lived experience as a neurodivergent traveller.
Neurodiversity refers to differences in cognitive brain function – the ways people think, process information and communicate. For this discussion, we focused on differences including autism, ADHD, dyslexia, dyscalculia and Tourette’s syndrome. Around 15-20% of the population is thought to be neurodivergent, so understanding the needs of neurodivergent travellers is essential within our industry.
I must stress that I’m not a medical professional – but I do bring lived experience and a passion for this subject. For me, this is about awareness, support and action.
Airports can be among the most overwhelming environments for neurodivergent travellers. They are unpredictable, noisy, crowded and full of sensory triggers. Below are some practical insights and key takeaways from our discussion.
Creating a neuroinclusive business travel experience means designing journeys that reduce stress, anticipate needs and empower travellers. For some, that might mean extra time between arrival and meetings; for others, it’s about having clear, accessible information upfront.
Planning is key. Many neurodivergent travellers find changes in routine challenging. Early starts, queues, delays, disrupted eating patterns and irregular sleep can all increase anxiety. To support travellers, we must ensure they feel fully prepared, with information clearly presented and easy to digest.
Keep confirmations simple and visually clear – avoid lengthy, text-heavy emails and highlight essential details such as parking, terminals and timings. Provide step-by-step guidance and visual aids wherever possible. Airport walkthrough videos and terminal virtual guides can also help travellers familiarise themselves with an unfamiliar environment before the journey.
Familiarity reduces anxiety. Some travellers prefer flying from the same airport, choosing the same seat or travelling at specific times. For neurodivergent travellers, these aren’t just preferences – they are coping strategies.
Remember that no two neurodivergent people experience travel in the same way and people with the same diagnosis may still have very different perceptions.
At Inntel, traveller profiles help us securely store individual requirements in advance, ensuring travellers don’t have to repeatedly disclose sensitive information.
Our online booking tool, LOGiC, enables users to save favourite journeys and simplify the process, while our offline travel teams provide personalised, real life human support. Many bookers have a regular consultant they trust, and that consistency can make a meaningful difference.
Airports are high-stimulation environments. Sensory overwhelm can stem from bright lights, crowds, smells and noise. Beyond avoiding duty-free, the panel highlighted further ways to minimise overstimulation.
Many major airports now offer quiet or sensory rooms. Gatwick Airport’s North Terminal Sensory Room was the first of its kind at an airport in the UK – a calming space designed for passengers who benefit from a safe, soothing environment.
Information about accessing sensory rooms can usually be found through the airport’s special assistance services. Special assistance isn’t only for those with physical disabilities – it can be extremely helpful for neurodivergent travellers, particularly when navigating to gates. But not everyone wants to use it – choice is key.
The Sunflower Lanyard scheme allows travellers with hidden disabilities to discreetly signal that they may require support. While staff won’t know the details of the traveller’s difference, the lanyard can help open conversations – especially useful during security for those sensitive to touch or unexpected physical contact.
As airport design evolves, more environments are incorporating biophilic elements – natural light, plants, greenery and outdoor views – to create calmer, more human-centred spaces. Combined with clearer navigation and next-generation security technology, this is helping make air travel more accessible, predictable and comfortable for all.
Truly inclusive travel programmes benefit everyone by reducing stress, improving wellbeing and creating a smoother overall travel experience.
The next ITM session will move beyond the terminal to the in-flight experience, continuing our exploration of how to make every stage of business travel more inclusive and empowering.
For more on this series, visit the ITM website.