How email can improve airport accessibility for passengers

Airports must use HIPAA compliant emails to improve travel accessibility and help people with invisible disabilities receive the care they need.

What are invisible disabilities?

According to The National Education Association (NEA) news on what to know about invisible disabilities, “Invisible, or non-apparent, disabilities are physical, mental, or neurological conditions that can limit or challenge a person’s movements, senses, or activities...”

Examples include learning disabilities, attention deficits, autism spectrum disorders, psychiatric impairments, Tourette's syndrome, and seizure conditions.

Challenges when traveling

When individuals with invisible disabilities travel, they are particularly vulnerable to sensory overstimulation at airports. A literature review on accessibility for passengers with hidden disabilities in air transport points out, “Passengers with hidden disabilities at an airport are prone to sensory overstimulation, making social interaction, environmental comprehension, and staying in the location for long waiting periods challenging.” 

These individuals often have difficulty navigating noisy and crowded airport environments, filled with unpredictable situations that trigger distress. These challenges are compounded by the fact that their disabilities are not immediately visible. 

“The provision of assistance in practice is directed at meeting explicit or identifiable demands of passengers, generally hours before check-in or upon presenting for boarding at the airport. However, a hidden disability may not always be perceptible to an operator or declared by the passenger, complicating assistance or understanding passenger behavior in critical situations,” the literature review adds. 

Furthermore, research in transportation business & management on existing barriers for air passengers with specific access requirements identifies the following primary barrier categories these individuals might face:

• Architectural barriers, like missing or inadequate facilities.
• Transport, including mobility aids and available transport services.
• Communication and information, where information services might be difficult to access.
• Attitudinal, where staff behavior prevents or impairs the individual's social participation in equal conditions and opportunities with other people.
• Technological barriers hinder or impede the access of the person with disabilities to the technologies.            

Disclosing health information

Passengers with invisible disabilities are not required to disclose their protected health information (PHI) to airport staff or airlines unless they choose to, and doing so is entirely voluntary. 

Passengers “may inform the TSA officer of your disability or medical condition verbally, by using the TSA Notification Card or by providing medical documentation,” the TSA’s page on disabilities and medical conditions explains.

Disclosing certain information, like specific needs related to their disability, can help airports facilitate necessary accommodations and improve the travel experience. However, the Health Insurance Portability and Accountability Act (HIPAA) mandates that communication between passengers and airport staff that contain PHI must be secured.

More specifically, when emailing a passenger about their health needs, airport staff must use a HIPAA compliant email solution, like Paubox. These solutions offer advanced security features, including encryption and two-factor authentication, preventing accidental PHI disclosures and potential data breaches.

How HIPAA compliant email addresses barriers 

Architectural barriers

When an airport has a poorly designed layout or lacks sensory-friendly areas, passengers with invisible disabilities can have difficulty navigating the airport. 

HIPAA compliant email can help passengers access detailed information on the airport's layout, quiet zones, and any special accommodations available for these passengers.

For instance, if a passenger discloses that they have sensory sensitivities, their airline could send a secure email about quiet waiting areas, less crowded terminals, or the availability of sensory rooms, so they know where to go for a more comfortable experience.

Transport 

For passengers who require mobility aids or specialized transport services, HIPAA compliant email can facilitate early communication with airlines and airport personnel. HIPAA compliant emails allow passengers to disclose their mobility needs ahead of time for better coordination of wheelchair assistance or other transport services.

Communication and information

The ubiquity of smartphones and emails allows passengers to receive information in a format that suits their needs.

Airlines can also customize HIPAA compliant emails with simplified language, providing passengers with easy-to-understand instructions about their flight’s progress, check-in, and security screening.

Attitudinal barriers 

HIPAA compliant emails allow airlines to share resources, like training materials, with staff to improve their understanding of how invisible disabilities affect passenger experiences. 

These emails can encourage staff to offer passengers extra boarding time or provide tips for recognizing and responding to passenger distress.

Technological barriers

HIPAA compliant emails are an alternative communication method that allows passengers to receive their documents, updates, and assistance. So, if a passenger struggles with using airport self-service kiosks they could opt to receive check-in instructions via HIPAA compliant email, simplifying the process.

Sending personalized HIPAA compliant emails

The first study notes, “Providing information to passengers before the travel cycle is essential, but more is needed. It is also necessary to prepare the airport context to receive these passengers since the main reasons generating inconvenient situations occur in the airport environment are the accumulation of sensory stimuli and unpredictabilities, usually referring to unfamiliarity with the environment, standard procedures, and unfamiliar people.”

HIPAA compliant emails allow airlines to send personalized and secure emails with relevant information about the airport layout, available support services, and sensory-friendly areas. These details could help airlines reduce the sense of unpredictability and unfamiliarity that often overwhelms passengers with invisible disabilities. 

These emails can also inform passengers about what to expect during the check-in process, security screening, and boarding, helping them feel more prepared and less anxious.

Read also: Compassionate communication in HIPAA compliant emails

FAQs

What is two-factor authentication?

Two-factor authentication (2FA) is a security process that requires two different verification forms to access an account or system. Typically, 2FA involves something the user knows (like a password or PIN) and something the user has, like a smartphone, a security token, a smart card, or a code sent via text.

2FA adds an extra layer of protection, so even if someone gains access to the password, they still need the second factor to gain access, making unauthorized access more difficult.

Do airports need consent to share passengers’ protected health information?

Yes, airports must obtain explicit consent before using HIPAA compliant emails to send passengers’ protected health information (PHI).

Can people with intellectual disabilities use HIPAA compliant emails?

Yes, people with intellectual disabilities can use HIPAA compliant email. Still, they might need additional support from providers and caregivers to ensure accessibility and usability.

Go deeper: HIPAA compliant emails for people with intellectual disabilities