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Airports are busy environments and for some people this can be a stressful experience, especially if you or someone with you has a disability such as autism, dementia, or anxiety that isn’t immediately obvious to airport staff.
So we've developed a way for you to let our staff know you may need support.
If you or someone you are travelling with has a hidden disability, you can request a hidden disabilities lanyard and information card to wear through Brisbane Airport.
Wearing the lanyard or showing the card when you are at the airport is a way for you to indicate to staff that you may need a little extra help, guidance or time with the airport process.
Brisbane Airport staff have been trained to recognise the lanyard and to provide you with any help you may need at that stage of your journey through the airport. For example: if you are feeling overwhelmed we can slow down the process, keep things quiet, offer assurance and be as accommodating as possible.
Travel Tip: If you haven't already done so, be sure to contact your airline and make them aware of any special assistance requirements that you may have.
If wheelchair assistance is required, your airline is best placed to help you.
Please read: Lanyard information
Please read through the following information before you apply for the Hidden Disabilities lanyard so you understand the process.
The Hidden Disabilities lanyard is great for:
Travellers and carers who want a discrete way to let Brisbane Airport staff know you may need some support going through the airport process. What's in the pack:
- Special lanyard
- Passenger information card
- Brisbane Airport Accessibility Journey Planner
If the hidden disabilities program sounds right for you, please complete the hidden disabilities form at least one week prior to travel, to allow us sufficient time to post this to you.
Tips for using the Hidden Disabilities lanyard at Brisbane Airport
Airport Staff
Brisbane Airport staff have been trained to recognise the lanyard and to provide you with any help you may need at that stage of your journey through the airport. If you are feeling overwhelmed, please approach a staff member for help and we can slow down the process, keep things quiet, offer assurance and be as accommodating as possible.
The lanyard does not provide a personal staff escort through the airport process. If you require this level of assistance or wheelchair assistance, your airline is best placed to help you. If you haven't already done so, be sure to contact your airline and make them aware of any special assistance requirements that you may have.
Use the special assistance lane at security screening
The lanyard does not give you fast track access through Security or Passport Control. When entering the security area please use the special assistance lane and you will be pointed to the shortest available lane and where possible you might be shown to the front of the queue – although we cannot guarantee this.
Help with luggage
The lanyard does not provide guaranteed help with your luggage. If this is something that you specifically require help with, please contact your airline to see what special assistance they are able to provide. Other luggage options include:
- Both terminals have trolleys available.
- Consider the ParkValet with concierge service if you are parking at the airport.
Resources to help you plan your trip to Brisbane Airport:
- Notify your airline and request the right level of assistance.
- Read our Accessibility Journey Planner with tailored information to help you plan your journey through Brisbane Airport.
- Understand the process for screening and border security and any preparation you may need to consider.
- Find information on moving through the airport and locations of services and facilities.
If the hidden disabilities program sounds right for you, please request a hidden disabilities information pack by completing this form.
Other FAQs
What if I need extra support?
If you have requirements beyond what the airline can provide we recommend you look at specialised assistance services such as Medical Travel Companions.
Can I use this lanyard at other airports?
At the moment, our Hidden Disabilities lanyard is recognised only at Brisbane Airport. If you are flying through any other airport, please check directly with them to see if they have their own Hidden Disability lanyard, if available.
Can I re-use my lanyard?
Yes, you can. Please fill in the Hidden Disabilities form to request more passenger cards if you are a frequent flyer, let us know how many you need in the comments section.
If the hidden disabilities program sounds right for you, please request a hidden disabilities information pack by completing this form.
Fill in the form to request a Hidden Disabilities Lanyard and information pack.
Accessibility Journey Planner
Plan your journey ahead of time and download the Brisbane Airport Accessibility Journey Planner, a handy guide to provide those travelling with accessible needs with information around travelling through the airport.
Reference groups
The Hidden Disabilities Program has been designed with the help of the following experts in the field:
- Jennene Greenall – Founder of A Spectrum Connected, Diversity and Inclusion Consultant, Autism advocate
- Caitlin Taggart – PhD, GEM(OT), BA(Psychology) Occupational Therapist, Inclusion and Diversity Consultant
- Michelle Sheldrake – BSc, MSc (Psychology)
As part of our ongoing commitment to accessibility and an inclusive airport environment, Brisbane Airport Corporation set up an Airport Accessibility Reference Group (AARG) that works alongside the business in an advisory capacity to promote accessibility and provide advice on projects that deliver on an inclusive passenger experience.