Kolkata airport staff get lessons on handling passengers with special needs
Times of India | 17 September 2025Organised by the National Institute for Locomotor Disabilities (NILD) in collaboration with the State Commission for Persons with Disabilities and the Airports Authority of India, the day-long programme focused on creating a more inclusive and dignified air travel experience for Divyangjan passengers.
Counsellors at the session said persons with disabilities face a range of challenges while travelling by air, especially during security screening.
"Standard frisking procedures often fail to account for their specific needs, leading to discomfort, confusion, and in some cases, humiliating situations. For passengers using wheelchairs or prosthetic limbs, removing medical devices or being forced to stand for frisking can be physically and emotionally stressful.
Additionally, passengers with non-visible disabilities such as autism or speech impairments may experience heightened anxiety during security checks, especially when misunderstood by personnel lacking proper training," said a senior NILD official.
The workshop featured interactive sessions, including live demonstrations of aids and appliances, and real-life experiences shared by parents and disabled persons.
"The security and airline staff need to understand that not all disabilities are obvious, and that individuals requiring assistance may not outwardly appear to need it. Special needs passengers can be unintentionally excluded or subjected to undignified treatment when their requirements are overlooked," the official added.
Counsellors emphasised that simple tasks like standing in queues, being frisked with gadgets, or handling lost baggage could cause anxiety and trigger reactions misinterpreted by staff as disruptive. Personnel, through a four-hour module, were trained on how to communicate effectively, use plain language, and apply gentle, firm gestures during screening processes to avoid undue stress.
Practical lessons on basic Indian sign language were provided to help airport staff communicate with hearing-impaired passengers.
Participants also learned to treat passengers with dignity, such as crouching to the wheelchair user's level during frisking or ensuring private screening rooms are available when necessary.
The workshop underscored civil aviation guidelines mandating wider frisking cubicles for wheelchair manoeuvring, dedicated priority lanes, and the use of advanced smart gadgets to reduce reliance on intrusive manual searches.
The CISF personnel were also asked to prevent unnecessary removal of prosthetic limbs unless justified, promoting privacy and comfort.
A senior airport official admitted that such sensitisation workshops are vital to bridge the gap in understanding, promising further sessions to expand knowledge of specialised topics. "With a growing focus on inclusivity, this initiative marks a critical step toward making air travel accessible and respectful for all," said the airport official.
