Flying with confidence: How navigating Sydney Airport is now easier than ever!

If navigating an airport feels overwhelming, Sydney Airport has you covered.

Last year, a range of initiatives landed at Sydney Airport to improve the passenger experience for those with accessibility needs, including hidden disabilities, ensuring a smoother journey.

Whether it’s help locating accessible facilities such as parents’ rooms or quiet spaces, or thoughtful design considerations, every step of the passenger journey has been considered.

Things like sensory maps, journey planners and Google Maps Indoor Live View all aim to take the stress out of travelling, helping passengers find gates, baggage claims, retail outlets, dining options and more.

Equally, new bathrooms with noise-reducing surfaces support passengers with hidden disabilities, including autism.

Sydney Airport’s latest passenger research survey revealed 7% of passengers travel with additional accessibility needs (not just hidden disabilities), representing 3 million passengers annually. This is set to grow to 6 million annually by 2050.

What is a hidden disability?

Hidden or non-visible disabilities can be temporary, situational or permanent, affecting neurological, cognitive, sensory or physical functions.

Sydney Airport is a member of the Hidden Disabilities Sunflower – a globally recognised symbol for non-visible disabilities developed by Bayley House.

Beyond that, Sydney Airport has been partnering with Autism Spectrum Australia (Aspect) since 2020 to elevate the passenger experience even further.

A recent initiative saw ten students with autism from Aspect’s South East Sydney School take part in a ‘familiarisation tour’ at the airport, experiencing a day in the life as a passenger, in collaboration with Qantas at the T3 domestic terminal.

Excitement was sky-high as the kids learned how to navigate the airport with confidence including ‘checking in’, passing security and boarding a plane.

To further support the hidden disabilities program, the airport was in full bloom for a month, increasing awareness and understanding of autism for World Autism Understanding Day on 2 April.

Sydney Airport’s Senior Manager, Passenger Experience & Stakeholder Engagement Kate Bondar said both the Sunflower program and Aspect partnership has brought the airport community together in its shared commitment to delivering a quality experience for all passengers.

“We understand that passengers with hidden or invisible disabilities often avoid travel due to the unfamiliar and dynamic nature of airports. But air travel can also bring incredible joy by connecting communities and enabling new experiences,” said Kate.

“Sydney Airport staff have been trained to recognise that some passengers may require extra assistance as they make their way through the airport and we are thankful we can make their journey just that little bit easier.”

Bringing comfort and predictability to nervous flyers

While the value of this program is clear, its real test comes down to passenger experiences. Comments on the Hidden Disabilities Sunflower Facebook page highlight the program’s positive ripple effect.

During a recent international trip, Lisa found sunflower lanyards to be a game changer for her and her children.

“Sydney Airport’s recognition of the lanyard made immigration and customs processing, and aircraft boarding so much smoother for us. Such a help to parents navigating international travel with kiddos who need extra support,” said Lisa.

Greg’s experience wearing a sunflower lanyard also made life much smoother for him.

“Recently I went through Sydney International Airport and I normally get a wheelchair as I have severe anxiety and airport security is one of my triggers, but I thought I would use the Sunflower lane and I was treated with such dignity that I felt comfortable and didn't have a panic attack,” said Greg.

What to expect when travelling with a hidden disability at Sydney Airport?

Whether flying domestic or international, access to free sunflower lanyards, helpful sunflower assistance lanes and a friendly team of volunteer ambassadors aims to make every journey smoother.

Sydney Airport also continues to support its airport partners by offering free face-to-face and online training in how to better support passengers with hidden disabilities.

Around 25 airport partner organisations including Australian Border Force, Australian Federal Police, Certis Security, Swissport, Menzies and many airlines have all taken part in training, with this number continuing to grow.  

Find out how Sydney Airport supports people with hidden disabilities and other inclusive and accessible facilities to make every journey easier.