Bilbao Airport offers a badge for people with invisible disabilities, joining other airports in the Aena network that already have one. It can now be requested through the Aena website, both in digital and physical format, and allows airport staff to identify passengers who carry it to facilitate and improve their airport experience. To this end, the staff of the service for people with reduced mobility (PRM), the Aena passenger service group and security filter staff have been trained, with the aim of providing them with the tools to deal with these passengers and avoid misunderstanding due to the fact that the disability is not obvious. This action is aimed at people who have difficulties in stressful environments with a lot of sensory stimulation. The symbol created indicates that the wearer may need support, help or simply understanding and a little more time for any airport process. People who request it will be able to access the security checkpoint dedicated to families and PRM with their companions. In the event that the airport does not have these specific controls, access will be facilitated, as far as possible, at the general security checkpoint. The badge will only be valid for the airport and the day of the flight requested and does not need to be worn visibly by the traveller throughout their passage through the airport.
However, those people with invisible disabilities who prefer to transit independently, without carrying the badge, have a series of tools at their disposal to facilitate their journey. A series of support materials can be downloaded from the Aena website to plan and learn about the entire airport process in advance. Aena is committed to universal accessibility and therefore works daily to raise awareness among its staff and adapt its facilities to the special needs of passengers, their families and companions.