Bridging Communication Gaps: Easy Options for Accessible Journey at SEA

Seattle-Tacoma International Airport (SEA) desires to make journey welcoming, secure, and cozy for everybody. Part of that’s ensuring each traveler feels supported and understood. In addition to enhancing services, packages, and providers to enhance vacationers’ expertise, a brand new analog instrument is making it simpler to speak all through the airport journey. A brand new set of communication playing cards helps vacationers who’re Deaf, laborious of listening to, neurodiverse, nonverbal, or communicate one other language join extra simply with airport workers throughout safety and customs screening.

Designed for everybody

The concept behind the playing cards got here from a 2018 accessibility evaluation by the Open Doors Organization, which really useful that SEA create visible communication playing cards as a instrument for vacationers who’re Deaf and laborious of listening to to make use of with Transportation Security Administration (TSA) and Customs and Border Protection (CBP) officers throughout safety and customs screening — locations the place most communication occurs out loud. 

Since then, SEA Airport has added on-demand American Sign Language (ASL) interpretation by way of the Pathfinder customer support workforce and is working to broaden that service by way of airport Wi-Fi. 

In addition, SEA’s workforce started exploring nonverbal communication instruments that would assist vacationers when expertise isn’t an choice.

“While many travelers do carry smartphones pre-loaded with apps, the expectation for someone to have reception or a charged device after a long international flight is not always aligned with reality,” stated Candace Field, Facilities Accessibility Program Manager at SEA. “When our digital systems went down during the 2024 cyber incident, we saw firsthand that relying solely on technology may not always be the best solution. Printed, and in some cases, handwritten materials provided clarity to passengers when they could not connect to Wi-Fi or find their flight on a digital display.”

Field realized this instrument would additionally profit the neurodiverse group, notably people who could have issue speaking verbally in addition to non-English talking vacationers that want help clearing customs.

Turning an concept into motion

Field teamed up with Ian Van Eeuwen, a summer time intern with SEA’s Signage and Wayfinding workforce, to convey the idea to life. They labored intently with TSA and CBP to map out the traveler journey and establish key questions or directions and how you can talk that graphically — like “The best way to communicate with me is…,” “What document would you like me to present?” and “My preferred screening method is.”

The result’s a set of easy-to-understand visible playing cards that bridge the communication hole between vacationers and workers. The playing cards use easy graphics and quick textual content, permitting vacationers to level, gesture, or learn with out counting on spoken phrases or expertise. TSA and CBP had been excited to have another choice that would make communication extra inclusive and accessible.  

Growing airport-wide

After studying about TSA and CBP’s expertise, the Port of Seattle Fire Department and Customer Service division additionally requested playing cards created to higher join with vacationers in emergencies or throughout on a regular basis interactions.

“A suite of communication cards is in the works, and we’re hopeful that this analog solution will bridge gaps in communication in an innovative an accessible way,” Field stated.

SEA acknowledges that touring could be demanding, particularly if communication is a problem. By introducing instruments like these communication playing cards, together with digital options like ASL interpretation, SEA helps each traveler really feel understood, supported, and welcome.

“No two travelers are alike, and it is important to recognize that one type of communication will not work for everyone,” Field stated. “Offering an alternative to verbal communication could improve the experience of a traveler that is feeling too overwhelmed to advocate for themselves or may not know how to request a private screening in English at a checkpoint. These cards will be another tool that our frontline staff can use to connect with passengers and speak to the Port’s commitment to equity.”

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