Empowering Airport Staff: Dementia Awareness Seminar

Jun 14, 2024 | Customer Service

In an effort to create a more inclusive and empathetic travel experience, airport employees recently engaged in a dementia awareness seminar.

Employees heard testimonials from those with dementia, as well as their caregivers, about their challenges navigating the airport. The seminar also identified signs to help employees recognize a customer in distress and tips on how to assist them without frightening the passenger or escalating the situation.

Danielle Mose, the airport’s assistant safety officer and ADA coordinator, said she attended hoping to gain knowledge about what travelers with dementia experience in the airport.

“Being aware is important. As far as what these guests feel, the anxiety … I think this was helpful information for our employees,” she said.

She added that the seminar was a valuable resource for her, both personally and professionally.

“I took a lot from this, knowing the dos and don’ts and what to look for,” Mose said. “If you do see some type of confusion from our passengers, it’s good to approach them in a respectful way, let them know who you are and ask if they need any help.”

The seminar was presented by LeAnn Mandarino with the Cleveland Clinic Lou Ruvo Center for Brain Health in Las Vegas.

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