While flying will always involve dealing with unpredictability, some programs can help neurodivergent individuals navigate the chaos.
Neurodivergent travelers should be able to go anywhere and do anything neurotypical people can do. With the right supports in place, most can. However, too often, even small changes in accommodations that could make traveling easier, more enjoyable, and more accessible for people with autism, ADHD, learning disabilities, and other types of neurodivergence are simply unavailable.
Navigating airports and traveling by air isn’t a particularly welcoming experience for many neurodivergent people. Many people with autism are particularly sensitive to loud noises. They may find the constant announcements and steady background noises in airports jarring. Crowds and waiting in line for security may also be difficult. Interacting with others, something many neurodivergent people struggle to do, is mandatory throughout the airport, from TSA agents to gate staff. Moreover, the ever-present possibility that a flight could be delayed or luggage lost makes it hard to create a predictable schedule, something many neurodivergent individuals need to feel secure. Once on the plane, sitting in a cramped seat close to others can be unsettling.
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While flying will always involve dealing with unpredictability, some programs can help neurodivergent individuals navigate the chaos. One of the least used is the International Air Transport Association (IATA) Disabled Passengers with Intellectual or Developmental Disability Needing Assistance (DPNA) code.
What Are Special Service Requirement Codes?
The IATA uses service codes to alert airline staff about passenger’s needs. These Special Service Requirement (SSR) codes quickly and easily let airline staff know that a disabled passenger needs assistance. There are multiple codes related to specific physical disabilities and medical needs. For example, one code lets airline staff know that someone has a broken left leg. Other SSR codes tell airline staff when someone is Deaf, Blind, uses a wheelchair, or needs oxygen. Passengers can have more than one SSR code added to their airline ticket if they have multiple disabilities.
The Code for Passengers With Intellectual and Cognitive Disabilities
Although there are numerous SSR codes for passengers with physical disabilities, there is only one SSR code for passengers with intellectual and cognitive disabilities. That code, DPNA, puts everyone from gate agents to flight attendants on notice that a passenger may require accommodations to have a safe and enjoyable flight.
However, while other SSR codes are very specific, DPNA is a catch-all. It encompasses a large number of distinct disabilities, including Alzheimer’s disease, Down Syndrome, autism, and intellectual and learning disabilities, among others.
How Often Is DPNA Used?
Despite being used by airlines worldwide, a survey by Travelport found that DPNA is used in only about 0.0015% of total flight bookings. This is a very low percentage of airline passengers, given that approximately 1-3% of the world’s population has some form of an intellectual disability. Travelport’s survey found that only 24% of travel agents who responded knew about the DPNA code.
Zoe Gross, Director of Advocacy for the Autism Self-Advocacy Network, which advocates for the rights of people with autism and other disabilities, says she “doesn’t know anyone” who has used the DPNA code.
However, just because DPNA isn’t used often doesn’t mean that airline staff don’t know what it means. “It’s safe to say that the code is rarely used, but our teams are well-experienced in responding to these requests,” said Charlie Hobart, Senior Manager of Global Response Communications at United Airlines.
How Can Passengers Request the DPNA Code?
For most airlines, disabled passengers can request that the DPNA code be added to their ticket in three different ways. According to Hobart, passengers flying United can request that the code be added to their ticket at the time of booking, add the code after booking by selecting “manage reservation” online or in the United app, or call the airline’s accessibility desk to request that the code be added to their ticket before their boarding pass is issued. At United, if a passenger requests that the DPNA code be added to their ticket online, the airline’s accessibility staff reaches out to the passenger to ask what type of support they need to have a successful and comfortable flight.
Although the process may vary slightly, most major airlines have online options for adding the DPNA code and accessibility desks that can help. If a passenger is struggling to figure out the process, calling the airline’s customer service number is a good way to get guidance.
Hobart explains that it is up to passengers whether or not they disclose their specific disability. “The law and our training both require that we do not ask,” he said. Under the Air Carrier Access Act, most airlines do not require that passengers to provide proof of a disability to use an SSR code unless they have a “reasonable doubt that the person can complete the flight safely, without requiring extraordinary medical assistance during the flight,” such as if a passenger needs to use oxygen or requires the use of a stretcher. This narrow exception is unlikely to apply to someone requesting just a DPNA code.
What Happens When Airline Staff See the DPNA Code?
The DPNA code tells airline staff that a passenger needs assistance. However, because it encompasses such a wide range of disabilities, it does not tell airline staff much about what types of support an individual passenger needs.
While it may be clear to a gate agent that someone in a wheelchair needs assistance getting to their seat, many passengers who use the DPNA code have invisible disabilities. Although some airlines, like United, reach out to passengers in advance to get information about an individual’s specific needs, not all airlines do so. In that case, passengers should reach out to airlines to explain their needs before their flight or find staff at the airport and ask for assistance there.
Communication Is Key
The type of support airlines provide to passengers with the DPNA code varies widely. “We rely on the customer choosing to disclose the service they need, and we will explain what we can provide and what we cannot provide based on what they choose to share,” Hobart explained.
According to Hobart, to determine what type of support an airline can provide, “airlines use the ‘ALL’ method. Ask, Listen, Learn.” If an airline knows that a passenger has a DPNA code on their ticket, “we have to ask, and then the airline needs to listen and determine if we are able to accommodate the service request,” he said.
Hobart emphasized that because “cognitive disabilities are such a broad spectrum, we have limited ability to manage customers unless they have specific things they want us to do. For example, if they request guidance through the airport, we will provide a guide.” Other passengers may request priority boarding or special seating or want airline staff to know that they need to keep noise-canceling headphones on during safety announcements.
“The more they communicate with us, the better prepared we’ll be to ensure a smooth travel experience. While we can’t meet every need, the more we know, the better prepared we’ll be to provide support,” Hobart said.
What Types of Supports Are Not Available
Airlines, however, are not equipped to handle all types of requests. Hobart emphasized that although “our highest priority is to provide safe and comfortable travel to all of our customers,” airlines don’t always “have the ability” to provide requested support. For example, if a customer would like an airline to watch an autistic individual who may wander off or become dysregulated easily, “airlines are just not equipped to provide that kind of service,” he said. In that case, “an individual would require an attendant to travel with them” to act as a support person.
Gross says she wishes airlines would do more to support neurodivergent travelers. “Many autistic travelers, either alone or with family, would find it hugely relieving to have the seats on either side of them or their family empty,” she said, adding that she thinks it’s unlikely airlines will ever provide that type of support. Additionally, Gross said that it would be helpful for airlines to keep “sensory kits” with “noise-blocking headphones, sunglasses, and fidgets on board in case a passenger needs them,” which she hopes will be available in the future.
Mixed Experiences Using the Code
I have used the DPNA code several times for my family. My experiences have been mixed. Some airlines reach out in advance and ask specific questions about my family member’s needs, but this doesn’t always happen. Sometimes, my neurodivergent family member is given priority boarding automatically, but not always. In those cases, I approach the gate agent at the airport to ask for early boarding. I also let them know that my family needs to find a quiet spot to wait for boarding, so it may take us a little longer to get to the gate to board. Once on the plane, I find that flight attendants are usually patient with my family, and I think having a ticket marked with the DPNA code is one of the reasons why. I have not yet requested special seating on a flight, such as bulkhead seating, but I may do so on longer flights in the future.
Other Programs That Can Help
Because DPNA is a code used by airlines, it won’t help neurodivergent travelers navigate the rest of the airport, such as security screening lines or crowded waiting areas. However, other programs can help. TSA Cares allows passengers with disabilities, including neurodivergence, to get support when going through security lines in the United States. In the United States, dozens of airports, including LaGuardia Airport and Pittsburgh International Airport, have quiet rooms or sensory rooms where neurodivergent passengers can decompress away from crowds before their flight. Some international airports, such as Instanbul International Airport, have sensory rooms as well.
The Hidden Disabilities Sunflower Program is used in hundreds of airports throughout the world. To participate, neurodivergent individuals can choose to wear a sunflower lanyard or pin to subtly let all airport staff know they may need additional support. Some airports go even further. For example, The Dubai International Airport, in conjunction with Emirates Airlines, created an Autism Friendly Route to provide support at each step of the airport. Often, these programs work in conjunction with each other. For example, Emirates Airlines offers a Hidden Disabilities Sunflower lanyard to anyone who has the DPNA code on their ticket when they check in to ensure multiple layers of support are in place.