Speaker Biograghy: Eric Lipp, Founder and Executive Director of the Open Doors Organization, started the organisation after personally experiencing the restrictions that people with disabilities face in everyday life. This experience was the catalyst in encouraging Eric to found the Open Doors Organization (ODO). ODO recently worked with London Heathrow on the 2012 London Olympic and Paralympic Games, and last month received the Community Support Award from the TSA. ODO also acts as the centralised dispatch for all 174 wheelchair-accessible taxis in Chicago. Eric initiated the groundbreaking 2002 and 2005 ODO/Harris Interactive studies on travellers with disabilities, and is the host of the Universal Access in Airports biannual event. He is a frequent speaker at national trade shows and international conferences, as well as often being quoted in national press and media. Eric and Open Doors Org are the leaders in accessibility at airports with ACI and AAAE.


Day 1 - 25 March
Session: Customer Service & Passenger Experience

11:45 - 12:10 - Disability and ageing: collaboration of airports and accessibility for PRMs
Synopsis: The presentation will discuss how airports collaborate with airlines, community groups and professionals to be sure that everyone is included. It will describe how US airports have been taught to collaborate, and how Europe, Asia, Africa and South America can be prepared for the future of more access with the ageing population. A coalition has been formed across the USA to help airports go beyond ADA and really understand the customer who is ageing or has additional needs.

Audience will learn:

• Proper language in signs and while interacting
• Proper etiquette on how to interact with seniors and people with disabilities
• Bridging the gap between airports, so that there is consistency throughout the system
• How to plan for the future so that your airport is ready for the next generation
• Practical applications for inclusions