Turning "I can't do it" into "I want to do it." Expanding the enjoyment of travel with accessible tours

What concerns do customers with developmental disabilities have about flying?

--First of all, please tell us how this "Autumn Accessible Tour in Yamagata" came about.

Ryosuke Fujita (hereinafter Fujita): The JAL Group is working on accessible tourism with the philosophy of "Realizing a society where everyone can enjoy a richer life through travel." However, it cannot be said that we are yet able to provide perfect service. Therefore, in order to accumulate knowledge to provide our customers with a safer and more comfortable trip, we planned the "Autumn Accessible Tour in Yamagata" with the cooperation of external experts. This time, the tour is particularly focused on people with developmental disabilities.

--What kind of barriers do people with developmental disabilities face when traveling by air?

Keiko Takeshima (hereinafter referred to as Takeshima): There are various barriers that people with developmental disabilities feel, such as loud noises, strong vibrations, strong light, narrow spaces, etc. In addition, the factors and strengths of sensitivity vary from person to person, so it is sometimes said that it is difficult to take measures that cover everything.

Nao Niwa (hereafter referred to as Niwa): If we apply this to the use of an airplane, sudden shaking or loud noises are easy to understand. However, there are other factors that make people hypersensitive. For example, there is "waiting time." Compared to trains and buses, airplanes can take longer to take off, right? I think everyone has felt anxious about being made to wait unexpectedly while fastening their seat belt. For people with developmental disabilities, that "waiting time" can be very stressful.

Takeshima: In some cases, some people become overly sensitive to their surroundings and go into a state of panic. As a result, many people are reluctant to fly because they are worried that they will cause trouble to those around them if they panic.

Fujita: Our company is also working on initiatives such as "JAL Sky Challenge" to allow people with developmental disabilities to fly with peace of mind. However, as I mentioned earlier, it is true that we felt the limitations of working on this issue with only our in-house knowledge. In the midst of this, we received a proposal that led to this project from the Foundation for Mobility and Ecology of Transportation and Chuo University, with whom we had become acquainted through the universal design diagnosis of airports around the country, in which JAL also participates.

What is the "Autumn Accessible Tour in Yamagata"?

This tour was created with the participation of not only the JAL Group, doctors, researchers, and other experts, but also airport companies and other various companies from the planning stage, and allows customers with developmental disabilities to enjoy a safe and comfortable trip. In order to alleviate the concerns of customers with developmental disabilities about flying, a "pre-boarding simulation experience" and a "pre-boarding experience" were held before the tour. In addition, various measures were taken to alleviate customers' concerns, such as setting aside time for advance checks, including confirmation of boarding procedures, during the tour itinerary.

The important thing is to see things from the perspective of the people involved. Reducing anxiety about flying by having a "successful experience" in advance

--What did you pay particular attention to when planning this tour?

Fujita: We place importance on the perspective of the people involved. As an airline, we strive to ensure the safety of all our customers, not just those with developmental disabilities, while also focusing on providing a comfortable and enjoyable journey for people who feel there are barriers to using aircraft and airports, while also being considerate of their feelings.

Takeshima: Specifically, as a tour plan that caters to people with developmental disabilities, a major feature of this tour is that we gradually provided an opportunity for them to experience the airport and airplanes in advance to alleviate their anxieties. We held two experience sessions before the tour so that the participants could get used to the airport and airplane environment. In addition, the tour included a night stay at Haneda Airport the day before flying to Yamagata, where the participants were able to check the facilities and boarding procedures.

Niwa-san: I think one of the biggest features was that all the staff involved in aviation, including airlines, travel agencies, and airport building operators, all worked together as one. We practiced passing through security and boarding gates, and we checked in advance what kinds of "sounds" would be made, including announcements at the airport. I think it was only possible thanks to the cooperation of so many staff members.

Fujita: I think the benefit of the advance experience was the so-called "successful experience." For example, customers told us that by not only knowing what the security checkpoint was like, but also having the experience of "going through" it, they felt less anxious when they actually used the service, which made us very happy.

Saito: This was my son Yuuki's first time flying, and it seems that being able to experience it beforehand gave him a lot of confidence when he actually boarded the plane. On the flight to Yamagata, as it was his first time, he was surprised at times during takeoff and when there was turbulence. However, the staff gave him cushions, balls, and other items to calm him down, and spoke to him, so he didn't panic. When we arrived at Yamagata Airport, he was delighted, saying, "We got there faster than we thought."

Murakami Kana (hereinafter, Murakami): As for Yuuki-kun, there was one incident that really made an impression on me during the pre-trial session. It was our first time, so we were all nervous, but when he went through security, Yuuki pumped his fist in joy, happy that he'd made it through safely. This immediately relieved the tension for us and the other customers.

Saito-san: The pamphlet we received before the tour and the message card we received before boarding also seemed to be like "lucky charms" to Yuuki. They are still precious treasures to her, along with the snow globe we received when we arrived at Yamagata Airport.

Expanding customer "choices" reduces anxiety and creates excitement for travel

--Was there anything you came up with creatively for your sightseeing plans in Yamagata?

Fujita: Aside from the apple picking experience, which we prepared as an event for everyone to enjoy together, the rest of the day was basically free time. We deliberately left a lot of free time in order to provide our customers with "options," such as the freedom to choose their destination and the option to rest at the hotel if they were tired. However, even during the free plan, we made sure that a staff member accompanied us, and even if you did not wish for a staff member to accompany you, we were prepared to keep you in contact at all times.

Saito: It was my first time to try apple picking, so I enjoyed it with everyone, and visiting the tourist spots suggested by the staff was also a great experience. However, the most memorable thing about this tour was going to the NHK Yamagata Broadcasting Station at the request of my son, who loves NHK programs. He was very satisfied, taking commemorative photos inside the facility and receiving flyers for the programs.

Takeshima: We had prepared a list of recommended tourist spots, but everyone seemed to have looked up local information in travel guides and online searches before deciding on the places they wanted to go. Making exciting plans before you go on a trip is one of the joys of travel. One approach is to solidify the plan with consideration for the safety of the customers, but by increasing the number of options available to customers, we can create a sense of excitement about the trip, and they can also feel reassured that "if I can't do this, I can always do this." I think this was also one of the major insights we gained from this tour.

A tour that lets you experience the importance of human connections. Accessible tours will continue to be an initiative

--Please tell us your impressions of participating in this year's "Autumn Accessible Tour in Yamagata."

Saito-san: It was a wonderful experience for us. Through this trip, my son seems to have gained confidence in flying. He's already planning our next trip, saying, "I want to fly again. Next time, I want to go to Osaka and see Yoshimoto Shinkigeki!" (laughs)

Murakami: Seeing everyone enjoying themselves was a great joy and encouragement for us who planned the tour. We also received a lot of support and advice from the guests on this tour. We hope to be able to use the insights we gained from this help in our future projects.

Niwa-san: I heard that Yuuki-kun was so excited about this tour that he brought the tour pamphlet created by JALPAK to school and explained it to his teachers and friends. This was my first experience supervising a tour, but I am really happy that the participants were so excited about this tour and that they enjoyed it so much, just like the Saito family.

Takeshima: I think the "connections" that were forged among all the people involved in this project, including the customers who only participated in the pre-trial session, are extremely valuable. I would like to continue this initiative not only to gain knowledge on how to make better accessible tours possible, but also to make travel sustainable so that everyone, including people with disabilities, can enjoy it.

Saito: I think I definitely had many opportunities to realize the importance of human connections, from the person who told me about this tour, to the staff who supported me, and even the family who traveled with me. I think the appeal of this tour was being able to feel the warmth and wonderfulness of human connections.

Fujita: We received feedback from the customers who participated, such as "When is the next one?" and "I want to travel with you again," and we are grateful for that. As a participant myself, it was a very enjoyable trip. Meanwhile, as the tour organizers, it was an opportunity to learn and think again about what kind of accommodations people with developmental disabilities want when using airports and airplanes. We will continue to work hard to utilize the knowledge gained this time so that we can provide the most optimal trip for all customers. We would like to take this opportunity to once again thank the teachers and advisors who supervised the tour, and the customers who participated in the tour. Thank you so much!

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