Mehdi Masoumi
Mehdi Masoumi co-leads Deaf AI in Toronto with Amanda Tuite and David Tuite from Access Vine in Texas, pioneering AI and technology-powered sign language interpretation. The company tackles the digital exclusion of the hearing impaired, developing innovative solutions that enhance communication accessibility in public spaces such as airports. Masoumi's leadership has positioned Deaf AI at the forefront of assistive technology for the deaf community to remove barriers to having equal access to information.
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
