Denise McElroy
Denise has over 25 years of aviation experience. Since joining Southwest Airlines in 2006, she has led major airport projects like the US$500m Dallas love field modernization and US$150m Houston Hobby International Expansion. Previously in corporate facilities, Denise led a team overseeing project management, planning, design, and construction at over 50 airports worldwide. Since joining Airport Affairs in 2019, she has led a team securing real estate solutions to support operational strategy.
Day -
1 - Customer service, passenger and workforce experience - 16:45 - 17:30
Panel discussion: Unseen challenges – improving the travel experience for passengers with hidden disabilities
Every passenger’s needs go beyond what we can see – their reason for flying, invisible struggles and personal stories lie behind appearances. With 80% of the global population affected by hidden disabilities – neurological, cognitive, physical or sensory – airports must adapt. Creating a more inclusive journey involves meeting the unseen needs of passengers and staff through collective efforts in assistance programs, compliance and design strategies. This panel brings together perspectives from across the travel experience, drawing on research, real-world examples and personal insights to discuss how the travel journey can be a more compassionate, inclusive and seamless one.
The audience will learn:
- Learn about current research on specific needs of hidden disabilities that affect travelers and impact the airport design
- Explore how terminal design, including wayfinding, rest areas and sensory-friendly spaces, can accommodate hidden disabilities and benefit all travelers
- Identify operational programs like the Hidden Sunflower or the Silent Airport Initiative to provide immediate support to passengers and staff
- Understand the importance of staff education and awareness in supporting passengers with hidden disabilities and fostering a compassionate environment
- Discover how airports, airlines, designers and advocates collaborate to develop innovative solutions, integrating technology and human touch for inclusion
