How to make airports less frightful for elderly travellers

New Straits Times

2 days ago

ON July 6, the international terminal of an airport in another country became a hive of anxiety. "DELAYED" flashed continuously beside a flight number on the departure board and announcements crackled overhead.
Amid this bustle, I met a couple, both in wheelchairs. The woman, perhaps in her early seventies, greeted me with a smile. She offered slices of an apple to me — a small act of kindness at a moment when she herself was in need.
I could tell that her husband was a tall and slender man in his eighties. His eyes betrayed deep anxiety.
The announcement came suddenly — the flight to Kuala Lumpur was cancelled due to bad weather.
For this elderly Indian couple, the digital messages at the airport were indecipherable. The woman asked for my help to contact her son-in-law.
As the ground staff herded scores of passengers towards immigration and baggage claim, the scale of the challenge became clear. The couple's heavy bags, combined with my own, made for a tough journey. Manoeuvring a loaded trolley into a lift cramped with five other travellers, I felt the strain in my arms — a small taste of the physical demands these seniors faced at every turn.
At the counter, a manager handed us a hotel voucher and instructed us to proceed to the place. The couple were relieved to have a place to rest away from the chaos. I decided to accompany them to the hotel.
But a new ordeal began at the front desk: it had no record of our booking, and despite the boarding pass clearly listing the hotel's name, the receptionist insisted on payment — with an Australian credit card.
It was past midnight. The couple's son-in-law, more than an hour away, had to transfer funds to my son-in-law, who was coming to pick me up.
Only at 2.30am, after my son-in-law arrived and made the payment, could we finally check the couple in. I arranged for a wake-up call and taxi, printed their boarding passes, and made sure they would not face more obstacles in the morning.
When I called at 7am, I was relieved to hear they were safely at the airport, enjoying breakfast before their onward journey.
This experience is probably just one of many similar incidents that had occurred in the past and will surely take place in the future. While the weather may be beyond our control, managing or handling the situation is not.
Challenges facing seniors at airports
1. Communication barriers
Many elderly travellers struggle with technology, language or lack of roaming services, which make it difficult for them to contact anyone in emergencies.
2. Physical limitations
Long walks, heavy luggage and unfamiliar layouts can be exhausting and dangerous for senior travellers.
3. Disruptions
Flight cancellations or changes can leave seniors confused and anxious.
4. Oversights
Hotel check-ins, voucher systems and documentation requirements often fail to account for the unique needs of older adults.
A call to action
1. Whenever possible, accompany elderly relatives during travel, especially on complex international journeys.
2. Ensure seniors have working phones, emergency contacts and clear instructions for every leg of the trip.
3. Notify airlines and airports in advance about any special needs.
4. Airlines and airports must assign staff to assist seniors from check-in to boarding, including during disruptions.
5. Use simple, clear language in announcements and provide printed updates for those who may not hear or understand them.
6. Simplify documentation and voucher systems, and empower staff to make exceptions for vulnerable travellers.
7. Increase the number of rest zones, benches and restrooms along long corridors.
8. Equip ground crew and immigration officers to respond to the needs of elderly travellers.
9. Staff should offer to walk seniors through each step — immigration, baggage claim and hotel transfers — with extra attention during irregular operations.
10. Ensure that seniors are not left alone
until they check in to their next destination and board their flight.
Travel is a right, not a privilege reserved for only the young and able-bodied. As our population ages, we must build systems within families, airlines and public infrastructure that honour the dignity and safety of older adults.
Ravindran Raman Kutty
Kuala Lumpur