Advancing Communications Equity at Airports

Communications equity in the design of public spaces ensures that everyone, regardless of ability, language, or background, has equal access to information and communication within those environments. This concept is especially important in airports, where clear and inclusive communication is essential for navigation, safety, and engagement.
Key principles of communications equity include:

• Accessibility: Ensuring that information is available to people with disabilities, including those with visual, auditory, cognitive, or mobility impairments.
• Multilingual Support: Providing information in multiple languages or offering translation services to meet the diverse linguistic needs of the public.
• Inclusive Design: Developing communication systems that are intuitive and usable for people of all ages, abilities, and backgrounds. This may include using universal symbols, simple language, and user-friendly technology.
• Digital Access: Ensuring that digital tools, such as apps or interactive kiosks, are accessible to everyone, including individuals who may lack digital literacy or access to technology.
• Cultural Sensitivity: Recognizing and incorporating cultural differences in communication styles, signage, and informational materials so all users feel respected and understood.

Thanks to the increasing adoption of new communications technologies and a growing focus on accessibility, airports are removing barriers and enhancing passengers’ ability to navigate and understand airport environments. These innovations support communications equity in three key areas: visual assistance, auditory assistance, and cognitive assistance. Let’s explore some of the emerging trends in each category and how they advance the principles of communications equity.

Visual assistance solutions

Visual assistance technologies and design strategies aid passengers who are blind, visually impaired, or have limited vision. One emerging solution is digital wayfinding—the use of technology like interactive displays, mobile apps, and digital signage to guide people through physical spaces. Unlike traditional signage, digital wayfinding offers dynamic, real-time information that helps users navigate more efficiently. Examples include digital signs that display information in multiple languages or interactive maps at touch-screen kiosks, showing live updates on gate locations, amenities, and services. These solutions enhance communications equity by offering larger, brighter displays that are easier to read, along with multilingual and even sign language options.

Another promising solution is the use of assistive apps and services on mobile phones. These apps, such as AIRA, connect passengers with visual impairments to professional visual interpreters who can guide them through the airport. The interpreters use the passengers’ phone camera and GPS to assess their location and provide step-by-step navigation instructions. AIRA can also assist with tasks like checking flight status, finding gates, using self-service kiosks, navigating TSA checkpoints, and locating restaurants. The service is available at dozens of airports including at the newly completed Concourse A expansions at the Charlotte-Douglas International Airport.

Auditory assistive technologies and design strategies help passengers who are deaf or hard of hearing. One well-established solution is audio streaming, which transmits audio signals to passengers’ hearing aids or mobile phones. The most commonly used system is the induction hearing loop (T-Coil), which transmits sound via a hidden wire loop around an area like a gate hold. Passengers with hearing aids equipped with T-Coils can receive the signal and listen without any sound delay or battery drain. However, only about half of all hearing aids are compatible with T-Coil systems.

To reach a broader audience, new Bluetooth-based streaming systems, like Auracast, transmit audio to hearing aids with Bluetooth technology, which is present in about 80% of all hearing aids. Additionally, Wi-Fi audio streaming allows passengers to receive audio signals directly to their mobile phones, which can then amplify the sound through hearing aids, headphones, or earbuds. Although these methods have great potential, they are still under development, with some challenges in pairing devices and addressing security concerns. For now, these newer systems are recommended as complements to the more established T-Coil system.

Another emerging technology is sign language translation using digital avatars. Companies like KARA Technologies have developed hyper-realistic avatars that can translate media content—video, audio, or text—into signed language. In airports, this can be applied through a text-to-sign language system where public announcements are converted into a video of an avatar expressing the message in sign language with accurate hand gestures and facial expressions. These videos can be displayed on digital signage, airport websites, or passengers’ mobile phones, making critical information accessible to deaf and hard-of-hearing passengers.

Cognitive assistive technologies and design strategies support passengers who are neurodivergent and may have neurodevelopmental conditions such as autism, ADHD, dyslexia, or Tourette’s Syndrome. They also assist passengers with dementia, who may struggle with thinking, memory, or reasoning. Perkins&Will, a leader in this field, recently published a guideline for neuroinclusive design called “Blueprint for the Mind: Creating Neuroinclusive Architectural Spaces.”

The guideline outlines five key considerations for designing neuroinclusive spaces, many of which directly enhance communication in airport environments. These considerations include sensory wellness, predictability and clarity, flexibility and adaptability, social balance, and safety and security. From these principles, several strategies emerge that promote communications equity for passengers who need cognitive assistance.

One of the most important strategies is reducing the “cognitive load” required to understand and navigate critical interaction points such as ticket counters, security checkpoints, key wayfinding decision points, and gate podiums. Cognitive load refers to the amount of mental effort required to process information and use working memory resources. For passengers with neurodevelopmental conditions or dementia, simplifying and prioritizing information at these key points helps them better understand their surroundings and communicate their needs.

Key strategies for reducing cognitive load include visual control, acoustic control, and intuitive wayfinding. Visual control involves minimizing unnecessary visual distractions at key areas. This can be achieved by reducing advertising and public art in these spaces and using finishes and materials with muted patterns and soft colors. Acoustic control focuses on reducing noise levels and controlling sound reverberation by adding sound-absorbing materials like acoustic panels. Additionally, incorporating calming, biophilic sounds, such as running water, either real or through airport speakers, can mask unwanted noise and help passengers feel more relaxed. Intuitive wayfinding ensures key decision-making points are easily identifiable by using distinct materials, finishes, colors, and architectural features, like atria. It also includes providing clear, consistent signage with internationally recognized symbols and pictograms that are easy to understand.

Airports can also partner with service providers to aid passengers with cognitive disabilities. A notable example is the Hidden Disabilities Sunflower program, available at many airports across the U.S. This program provides a voluntary, discreet way for travelers to communicate their need for assistance. Passengers who require help can request a special sunflower lanyard at designated areas near the airport entrances. The sunflower symbol on the lanyard signals to trained airport staff that the passenger may need extra support. Additionally, the lanyard includes information about the passenger’s specific disability and assistance needs. Since these lanyards are distributed in person, it’s crucial for airports to have clearly staffed information desks near all entrances. These areas should be easy to locate, marked on airport maps, and featured on the airport’s website for easy access.

Airports are vital gateways that must evolve to meet the diverse needs of all travelers, especially those with disabilities. The complexity of these environments—characterized by sensory overload, noise, and challenging layouts—can make navigation and communication overwhelming. However, by integrating innovative technologies and inclusive design principles, airports can become truly accessible spaces.

With continued advancements and a commitment to accessibility and empowerment, airports can set a new standard for inclusive design, ensuring that no traveler is left behind on this journey. Emerging solutions like digital wayfinding, auditory streaming systems, and neuroinclusive design not only break down barriers for passengers with visual, auditory, or cognitive impairments, but also enhance the overall travel experience for everyone. These innovations, alongside programs like the Hidden Disabilities Sunflower initiative, are reshaping how airports serve their communities, making travel more intuitive, welcoming, and dignified for all.

Adam Ariano has more than 15 years of experience as an aviation architect and is chair of the Airport Consultants Council’s Committee on Accessibility and Universal Design. He is committed to advocating for accessibility technologies and design practices and integrating them into airport design projects.