'Hidden disabilities' now catered for in airports after Australia-first program at Brisbane Airport

The way in which big, noisy airports deal with people who have hidden disabilities is about to change, with Brisbane Airport launching an Australia-first program to help those who are managing anxiety, depression, autism or hearing loss.

Modelled on a successful program in the United Kingdom, 1,200 staff have now been trained and visitors can order lanyards to wear for their trip to discreetly alert staff they may need support.

It could mean a tour of the airport facilities prior to the day of travel to familiarise people with the environment, slowing down airport processes like security screening and finding a quiet area prior to boarding.

Other Australian airports are taking notice of the Hidden Disabilities program, which could soon be the norm around the country.

The idea was the brainchild of Brisbane woman Jennene Greenall, who approached the Brisbane Airport Corporation in 2016.

She was desperate to make life better for travellers with conditions like autism, dementia and hearing loss, after a trip to Europe with her daughter.

Her daughter, who has Asperger syndrome, was so traumatised by her experiences in airports that she is now reluctant to travel.

"She had a lot of anxiety and depression," she said.

"When you are at security or customs, it's quite intense.

"There are always so many more people around and everyone's trying to rush you through the process, that can be quite intimidating for a person with a disability, but also their carer."

She said the program removed the label of "special", adding everyone should be entitled to assistance.

"The program is really about elevating the level of service, so that someone with a disability, isn't singled out and treated differently."

Ms Greenall set up an advocacy group and even devised the program and training for the staff, with the help of an occupational therapist.

It was modelled on a world-first program at Gatwick Airport in the United Kingdom.

In its first year of operation in 2016, it handed out more than 8,000 lanyards and has since been rolled out at 13 other UK airports.

Brisbane Airport Corporation's Leonie Vandeven said she did not want their team to make assumptions about what assistance people needed.

"But we would be asking them where they would be more comfortable, what sort of support they would require, maybe taking them to a quiet place," she said.

"It's about helping them through the process, slowing down the process, reassure them that everything is OK."

Since the launch, other Australian airports are looking at similar programs.

"We do hope to get a national program that's consistent through all airports," she said.

The airport's customer service officer Stephanie Vesper said travellers can even do a dry run through the airport before flying.

"I had a family come through and the son had autism and the mum came up to me during a busy period and asked for help," she said.

"We got him through without being too stressed and for staff that's very rewarding as well."

'Bright lights, the smells, can be incredibly overwhelming'

Autism Spectrum Australia clinical psychologist Dr Tom Tutton has been working with Melbourne and Sydney International Airports on a similar program.

"We're hoping to roll out the program in the next month or so," he said.

"For many people on the autism spectrum, the world isn't necessarily built well for them," he said.

"Going through the international airport with the bright lights, the smells, the people around, it can be incredibly overwhelming."

Dr Tutton said the Hidden Disabilities program could make a huge difference .

"I think for families with young children especially, who are less practiced at handling these stresses," he said.

"I think something like this would really help to give families and adults are sense of confidence when travelling."