A seated traveller surrounded by calm sensory layers and a supportive route

Core service

Cognitive & Invisible Disabilities

No two passengers need the same support. We turn individual triggers, communication preferences, decision-making needs, and airport challenges into a practical request and preparation plan, while being honest about where a companion or clinical advice may still be required.

Request this support All services

The operating airline and relevant authorities make the final acceptance decision.

Typical situations we can assess

Best for

Autistic and neurodivergent passengers
Travellers with anxiety, dementia, or cognitive support needs
Families preparing a traveller for unfamiliar airport routines

Common scenarios

A passenger needs a predictable, low-stimulation journey plan
A traveller may struggle with queues, changes, or verbal instructions
A family needs to understand whether airline assistance is enough without a companion

What we do

Create a functional-needs summary in clear, respectful language
Check available airline and airport assistance options
Build a preparation plan for security, boarding, connections, and disruption
Identify quiet-space, priority-process, or familiarisation options where published
Separate confirmed arrangements from useful preferences that cannot be guaranteed

Clear roles at every step

Who is responsible for what?

AeroAssist plans and coordinates the journey. The requester supplies and approves the facts, while the airline and airport retain control of acceptance and service delivery.

AeroAssist

Curates, books, and coordinates

Curated itinerary offer
Provide a curated offer with itinerary choices from airlines whose published capabilities and conditions of carriage are compatible with the stated request.
2
Airline-ready reservation request
Once the requester selects an itinerary and authorises booking, AeroAssist:
- makes the reservation with the selected airline, within the agreed service scope;
- requests the relevant airline or airport services intended to meet the requester's stated needs;
- provides the airline with the information it requires, in the format and through the channel the airline specifies;
- coordinates with the airline on solutions for possible exceptions to standard policy or other travel-acceptance constraints, and communicates any additional requirements or airline service fees.
Acceptance, payment, and documents
Obtain and communicate the airline's confirmation that it has accepted the reservation, process payment for tickets and ancillary services on the airline's behalf, and deliver the valid electronic tickets, payment receipts, and reservation confirmation to the client.
“On the Go” assistance
Provide support for rebooking the entire journey and rearranging the associated assistance and ancillary services when a service interruption or flight irregularity occurs.
Post-trip claims assistance
Support claims involving denied boarding for passengers; refused carriage for animals or special items; long delays; and damaged or delayed baggage.

Support specific to this service

Individual needs capture and policy interpretation
A sensory, communication, and sequence-aware travel plan
Request coordination and confirmation tracking
Clear guidance on questions for the airline, airport, clinician, or companion

AeroAssist records submitted requests, tracks their status, and communicates provider decisions. A reservation note or service request is not confirmed until the airline or responsible provider accepts it. Rebooking, ancillary services, and claims support remain subject to availability, provider rules, supporting evidence, and any applicable charges.

Airline & airport

Decides, confirms, and delivers

The operating airline and its airport providers retain final control over acceptance, operational decisions, and delivery of confirmed services.

Accepted assistance requests and reasonable operational support within its policy
Safety-related decisions, including whether a passenger can travel independently
Airport assistance delivered by the local provider where confirmed
Disruption handling and operational instructions on the day

Requester

Provides, checks, and approves

You provide complete and accurate information, review the curated choices, authorise the selected itinerary, and meet document, payment, and response deadlines.

Passenger's communication preferences, triggers, and helpful strategies
Ability to follow safety instructions and manage personal care independently
Full itinerary, companion details, and relevant decision-making arrangements
Information about medication or medical clearance only when relevant
Any assistance card, lanyard, or supporting document the passenger plans to use

Related support

A clear next step

Need help with cognitive & invisible disabilities?

Give us the route and the traveller’s circumstances. We will help turn the questions into a practical next step.

Start a request