Hidden Disability Program at Gold Coast Airport

Gold Coast Airport is committed to providing an inclusive and supportive environment for all passengers, recognising that some disabilities are not immediately obvious. To assist these individuals, the airport has implemented the Hidden Disabilities Sunflower program, a globally recognised initiative designed to discreetly identify travellers who may require additional support, understanding, or time during their airport journey. For those arriving and requiring transportation, car rental services are conveniently located at Gold Coast Airport, offering a range of vehicles to suit various needs for exploring the region after a smooth airport experience.

This article aims to provide comprehensive information on how travellers with hidden disabilities can access support at Gold Coast Airport through the Hidden Disabilities Sunflower program. We will explain what the program entails, how to obtain a Sunflower, the types of assistance that may be available to Sunflower wearers, and how to arrange for a rental vehicle for your onward journey.

The Hidden Disabilities Sunflower program utilises a simple yet effective visual cue: a Sunflower symbol displayed on a lanyard, wristband, or pin. This discreet symbol serves as a silent way for individuals with non-visible disabilities to indicate to airport staff that they may need extra help, understanding, or time as they navigate the airport. Wearing the Sunflower is entirely voluntary and provides a subtle way to communicate potential needs without having to explicitly explain their condition. Notably, Gold Coast Airport proudly holds the distinction of being the first airport in Australia to launch this important program back in 2019, demonstrating its early commitment to inclusive travel.

• Request in Advance: Gold Coast Airport encourages travellers who anticipate needing support to request a free Sunflower lanyard and accompanying information pack at least 14 days prior to their scheduled travel date. This proactive approach allows the airport to have your lanyard ready for you and ensures you receive helpful information about the program and the assistance available. The online request form, accessible via the Gold Coast Airport website, is user-friendly and requires basic travel details. Completing this form ensures your lanyard can be prepared and made available for collection, offering peace of mind before you even arrive at the airport.

• Collect at the Airport: Recognising that pre-planning isn’t always feasible, Gold Coast Airport also ensures that Sunflower lanyards are readily available for collection upon your arrival. Simply head to the Information Desk, which is strategically located in a prominent and easily accessible area of the terminal. These desks are staffed by the friendly and knowledgeable Gold Coast Airport Ambassadors. These Ambassadors are specifically briefed on the Hidden Disabilities Sunflower program and can provide you with a lanyard, answer any questions you may have about the support available, and offer guidance on navigating the airport. This option provides immediate access to the program’s benefits, even if you didn’t have the opportunity to request a lanyard in advance.

• Look for the Sunflower Symbol: To foster a supportive and inclusive environment, Gold Coast Airport actively promotes the Hidden Disabilities Sunflower program by displaying the distinctive Sunflower symbol in various visible locations throughout the airport terminals. You might see the symbol on signage, information screens, or staff badges. This visual reminder serves a dual purpose: it raises awareness among all travellers and staff about the program and reassures Sunflower wearers that they are in a supportive and understanding environment. By making the symbol visible, the airport aims to normalise the request for additional support and encourage a culture of empathy and assistance.

• Trained Staff: All Gold Coast Airport staff have undergone specialised training to recognise the Sunflower symbol and understand how to offer appropriate and respectful support to individuals wearing it. They are equipped to be more attentive to your needs.
• Extra Time and Understanding: Staff members are aware that individuals wearing the Sunflower may require additional time to process information, navigate airport procedures, or complete tasks. They will aim to be patient and understanding throughout your journey.
• Guidance and Support: Airport staff are available to offer guidance and support as you move through the airport. This may include directions, assistance with finding facilities, or help with understanding processes. Don’t hesitate to approach staff members if you need assistance.
• Priority Lane at Security: Travellers wearing a Sunflower lanyard are entitled to use the priority lane at the security screening checkpoint, helping to expedite this often potentially stressful part of the journey. Simply present your lanyard to the security staff to access this lane.
• Assistance Lane at Powders, Liquids, Aerosols and Gels (International): For international travellers wearing a Sunflower lanyard, an assistance lane is available at the Powders, Liquids, Aerosols and Gels (PLAG) checkpoint. This dedicated lane aims to provide a more supported and potentially less overwhelming experience during this stage of security screening.

• Terminal Sensory Map: Gold Coast Airport provides a detailed terminal sensory map that identifies areas categorised as low, medium, and high sensory. This valuable resource allows individuals with sensory sensitivities to plan their journey and navigate the terminal in a way that minimises potential overwhelm. The sensory map highlights quieter zones and areas with higher levels of stimulation, empowering travellers to make informed choices about where to spend their time within the airport. You can find the sensory map on the Gold Coast Airport’s Hidden Disabilities page: https://www.goldcoastairport.com.au/at-the-airport/hidden-disabilities. Look for the Sunflower symbol within the terminal as an additional indicator of low sensory areas and support.

• Low Sensory Areas: To provide calm and supportive environments, Gold Coast Airport offers designated Low Sensory Areas. These include a Low Sensory Entry point, a Low Sensory Amenity Block (restrooms), and a dedicated Sensory Friendly Room. These spaces are designed to minimise auditory and visual stimulation, offering a quiet retreat for individuals who may become overwhelmed by the busy airport environment. Refer to the terminal sensory map for the precise locations of these low sensory areas or look for the prominent Sunflower symbol marking their entrances.

• Communication Boards: Recognising that communication needs vary, Gold Coast Airport offers communication boards featuring a combination of pictures/icons and text. These boards can assist individuals who communicate differently, including those who are non-verbal or may become non-verbal when overwhelmed. The communication boards cover key information, locations within the airport, and common questions, facilitating clearer interaction with airport staff. These resources are available for download from the Gold Coast Airport’s Hidden Disabilities webpage.

• Written and Visual Social Story Journeys: To help individuals, particularly those with autism or anxiety, understand the airport experience, Gold Coast Airport provides written and visual social story journeys. These resources break down the various steps of the airport process, from check-in and security to boarding and arrival, using clear language and visuals. By familiarising themselves with these social stories before their travel date, individuals can reduce anxiety and increase their sense of predictability and control over their journey. These can be found on the Gold Coast Airport’s Hidden Disabilities page.

• Terminal Practice Run: Gold Coast Airport understands that unfamiliar environments can be a source of anxiety. As such, they offer the option of a terminal practice run. This allows travellers to visit the airport before their actual travel date to familiarise themselves with the layout, processes, and sensory environment at their own pace, without needing a boarding pass. This can be a valuable tool for reducing pre-travel anxiety and building confidence. You can find more information about arranging a practice run on the Gold Coast Airport’s website.

• My Airport Activity Book: Specifically designed for children, My Airport Activity Book includes engaging activities related to each step of the terminal journey. This resource can help children understand what to expect and make the airport experience more interactive and less daunting. The activity book is available for download from the Gold Coast Airport’s Hidden Disabilities webpage.

• AmbassaPAW Therapy Dog Program: As mentioned previously, the AmbassaPAW Therapy Dog Program provides a comforting presence within the terminal. These trained volunteer therapy dogs are available throughout the week to help alleviate travel-related stress and anxiety for all passengers, including those with hidden disabilities. Interacting with these gentle dogs can provide a calming and positive experience.

• Not a Personal Escort: It’s important to understand that while wearing a Sunflower lanyard signals to staff that you may need extra support, it does not guarantee a personal escort or dedicated one-on-one assistance throughout the airport. The program aims to facilitate understanding and offer appropriate help as needed during standard airport processes.

• Independent Traveller Requirements: All passengers, including those with hidden disabilities who choose to wear a Sunflower lanyard, are still required to meet their airline’s Independent Traveller Requirements. These requirements typically relate to a passenger’s ability to understand and act upon safety instructions, manage their own personal needs during the flight, and evacuate the aircraft in an emergency without the need for assistance that would impact the safety of other passengers. Your airline can provide specific details on their Independent Traveller Requirements.

• Separate Assistance for Specific Needs: The Sunflower program is a valuable tool for indicating non-visible disabilities and the potential need for extra time or understanding. However, it is crucial to remember that for specific types of assistance, you still need to inform your airline directly. This includes requests for:

  • Wheelchair or mobility assistance: Airlines arrange for wheelchairs and assistance with moving through the airport and boarding/disembarking.
  • Vision or hearing assistance: Airlines can provide specific support for passengers with visual or hearing impairments during the flight.
  • Travelling with service animals: Airlines have specific procedures and documentation requirements for service animals.
  • Travelling with medical equipment: Airlines need to be informed about any medical equipment you will be bringing onboard and may have specific guidelines for its carriage and use.

The Sunflower program complements these existing assistance services by providing a discreet way to communicate a broader need for understanding and support related to hidden disabilities.

Having the support you need at Gold Coast Airport, whether through the Hidden Disabilities Sunflower program or other assistance services, ensures a smoother start to your journey. To make your exploration of the Gold Coast even more seamless and efficient, consider the convenience of Alpha Car Hire. Located directly at the airport, Alpha Car Hire offers a wide range of vehicles, allowing you to quickly transition from the terminal to the open road and begin discovering the region’s attractions at your own pace. Get going faster and maximise your time on the Gold Coast with the ease and flexibility of Alpha Car Hire.