Avianca Implements SSR DPNA Code to Assist Passengers with Cognitive Disabilities
The airline has introduced the SSR DPNA code, used by IATA, to provide tailored assistance for passengers with intellectual or developmental disabilities.
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Avianca has begun implementing the SSR DPNA code, a standardized identifier established by the International Air Transport Association (IATA) to assist passengers with intellectual or developmental disabilities who require support.
This system allows travelers with conditions such as autism, Down syndrome, ADHD, dementia, Alzheimer’s, or other cognitive disorders to voluntarily disclose their needs. The airline can then tailor its services to provide personalized assistance at no additional cost.
The tool is available through various contact points, including the booking process, the special assistance webpage, and the contact center. According to Avianca, more than 1,500 passengers have used this code to date.
"Our goal is to implement strategies that enhance the travel experience for all our customers by providing tools tailored to their needs," said Michael Swiatek, Chief Accessibility Officer at Abra.
Since passenger needs can vary, Avianca recommends that travelers or their companions specify the type of assistance required when making their request via the contact center. If the process is completed through digital channels, passengers are advised to visit the airport counter to further detail their needs.
This initiative is part of “Avianca Accesible,” a program featuring over 32 measures aimed at improving the travel experience for passengers with disabilities. These efforts include staff training on effective communication and assistance for travelers with various conditions.
Additionally, the airline has developed an accessibility website with detailed information for passengers with intellectual or cognitive disabilities. In collaboration with Lifesense, Avianca has also created a guide with recommendations to help these passengers better prepare for their journey.
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