Exeter Airport’s Assisted Travel team has been praised for their outstanding care and understanding in supporting passengers with hidden disabilities, following a recent familiarisation tour for a young traveller, Anna, ahead of a planned flight to Jersey to visit family.
In heartfelt feedback, Anna’s mother, Ruth Roulson, shared her gratitude for the way staff tailored the visit to Anna’s needs, ensuring she felt calm, supported, and able to get the most from her time at the airport.
In an email to the airport team Ruth said: “A massive thank you for allowing Anna to experience a familiarisation tour – it is greatly appreciated!!
“Neil Chandler was fantastic at building a positive relationship with Anna and understanding what she needed to be calm and get the best from her visit. A big thank you to Neil, Hayley and all staff who went out of their way to be kind, understanding and supportive.”
Ruth also praised the airport’s security team for their patience and understanding in helping Anna through the security process, which included a brief separation from her soft toy bunnies so they could be screened.
“The staff in security were amazing especially as Anna has big issues with separation from her bunnies. It was amazing that without judgement Anna could have a meltdown and go through security and recover to realise that both herself and bunnies were ok.
“I would highly recommend your airport as a standard that other airports and services should follow, including your easy to understand and access website. I can honestly say it is the best experience of positively embracing unseen disabilities I have been privileged to witness.”
Ruth has given her permission for the airport to share her words and photographs to celebrate best practice and commend staff for their exceptional service.
Neil Chandler, a member of the Assisted Travel team who worked closely with Anna, said:
“It’s a privilege to be able to support passengers like Anna, ensuring they feel safe, respected, and understood. Our aim is always to make travel as accessible and inclusive as possible, and it’s wonderful to know we made such a difference.”
Passengers on the Autistic Spectrum who feel a familiarisation visit could help make their journey easier can arrange one prior to travel by contacting the airport’s Assisted Travel team at least two weeks in advance of travel. These guided visits are tailored to individual needs, providing an opportunity to experience key parts of the airport in a calm and supportive environment before the day of travel.
Find out more here: Disability Advice – Exeter Airport
