Disability Sensitivity Training


Disability Sensitivity Training is now mandatory for airline and airport customer service staff in:

  • European Community under regulation EC1107.
  • United States under the Air Carrier Access Act.
  • Canada under the Canada Transportation Act.

This course will provide participants with an awareness of, and appropriate responses to, customers with physical, sensory, mental, and hidden disabilities, as well as those using service animals.

It covers various methods of communication with people with hearing loss, vision loss, speech disabilities and cognitive disabilities.

The importance of the disability market is also emphasized through general population statistics and the Open Doors Organization (ODO) Studies of Adult Travellers with Disabilities.

Learning Objectives

On completion of this course participants will be able to:

  • Understand the scope and importance of the disability travel market.
  • Define disability and distinguish between different types of disabilities.
  • Recognize basic disability terminology in common use.
  • Offer and provide assistance to people with disabilities in a manner that maintains customer safety and dignity.
  • Speak respectfully to/about people with disabilities.

Who Should Enrol?

  • Airline and airport customer service staff.
  • Airport managers, supervisors or personnel with customer experience responsibilities.
  • Anyone interested in a career in customer experience management.
  • Suppliers and service providers with customer facing responsibilities at an airport.

Course Content

The Disability Sensitivity Training course covers the following topics:

The Disability Market

  • Common myths and misconceptions about people with disabilities.
  • Statistics regarding disability in the general population.
  • The importance of the disability market for the aviation industry.
  • Key findings from Open Doors Organization (ODO) studies.
  • Common barriers faced by travellers with disabilities at airports.

Defining Disability and Types of Disabilities

  • Key definitions of disability .
  • Major categories of disability and associated assistive devices.
  • Common terminology used to refer to specific conditions affecting people with disabilities.
  • The role of service animals and how to best accommodate them.

Appropriate Language and Customer Service Tips

  • Using “Person First” language.
  • Avoiding offensive or disrespectful terminology.
  • How to appropriately offer and provide assistance to people with disabilities.
  • Techniques for communicating with people with sensory, speech and intellectual disabilities.
  • How to guide people who are blind and effectively give them directions.


This course includes an integrated online assessment.  

Candidates must successfully complete the assessment to receive a Certificate of Completion.

Course info

  • Language: English
  • Duration: 2 Hours
  • Level: Short Course
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$95.00 USD