'She felt safe': How autism-certified travel options can be life-changing for families
"Every time we were traveling, we were having bad moments – complaints and fights, all kinds of insults that you can't imagine," said Flavia Callafange, who is the mother to a 14-year-old daughter named Felicia.
Felicia has autism, and is an extremely friendly and high-energy person. Her mother said she loves talking to people, which can sometimes come across as "aggressive," and has trouble sitting still during long plane rides. Callafange has learned that there isn't much she can do to calm Felicia during a meltdown.
"For someone who doesn’t know what autism is and just looks at her, she’s a pretty girl with bad behavior, and I’m a bad mother," Callafange said. "I heard these insults all the time."
As Callafange knows firsthand, for families with autistic members, travel can be challenging. "All travel situations, we've had problems," Callafange said.
About 1 in 36 children in the U.S. are on the spectrum, according to the Centers for Disease Control and Prevention. However, only 13% of families with an autistic child go on vacation, according to a 2019 survey by the International Board of Credentialing and Continuing Education Standards. The reason isn’t because they don’t want to travel – 93% of these families do – but they feel there aren’t enough accessible autism-certified travel options.
Everything changed for the Callafange family – which is based in Santiago, Chile – this past summer. In July, Flavia and Felicia Callafange went on Felicia's dream trip to New York to visit the American Girl Store and see a Broadway show. (Felicia's doll, Miriel, is "an important instrument for us in the world," her mother said. Felicia brings the doll everywhere with her as a form of "support" and "protection.")
For the trip, the Callafanges traveled exclusively with brands that are autism-certified, meaning they know how to specifically accommodate guests such as Felicia – a first for the family.
"We urgently need the world to be prepared on being respectful, empathetic and caring for people with obvious and hidden disabilities," Callafange added.
Now more than ever, airlines and hotel brands are working toward becoming more inclusive and welcoming to guests with invisible disabilities. The travel industry companies are partnering up with organizations such as Autism Double-Checked to create resources and train staff so families can rest assured they're being supported in having a successful trip.
“(Traveling with autism presents) so many issues and such a range of the impact of issues,” said Alan Day, Co-founder and CEO of Autism Double-Checked, a travel-focused autism awareness and education organization.
“As an autism parent, you need to be meticulous in planning and have a Plan A, and you got to have a Plan B,” said Day, a longtime travel adviser who started Autism Double-Checked after his own son was diagnosed with autism and the way his family traveled completely changed. No two people with autism will have the same triggers or needs.
"Felicia’s trip is a perfect example of how the travel industry – when equipped with the proper awareness and tools – works together as an ecosystem to support travelers of all backgrounds and abilities," Day said. "Autism awareness training for the travel industry is a no-brainer; not only does it help to give neurodivergent travelers the important experience of travel, but it also benefits businesses by tapping into a large, growing, and loyal customer base."
What was it like to travel with autism-certified companies?
For Callafange, the trip was extremely emotional. "I was crying at the airport, several times, and inside the airplane and at the hotel." She said the family will only travel with autism-friendly companies from now on.
The mother and daughter duo flew on LATAM Airlines and wore lanyards from the organization Hidden Disabilities Sunflower, which signify that they have a disability that you may not notice, but they might need extra support. LATAM is one of the few airlines that is Autism Double-Checked, as well as Breeze Airways.
Usually, plane rides are a challenge for Felicia and whoever sits next to her. "She talks like a parrot. She's very active," her mother said, adding that her seatmates always complain. The LATAM flight attendants were able to sit Felicia and her mother in their own row near the front of the plane, which Callafange knows isn't always feasible.
Felicia also gets anxious and antsy when getting off the plane. The flight crew told Felicia she could deboard the plane with business class. "The flight attendants were calming her down, telling her, 'Don't worry, you're going to be the first one,'" Callafange said.
"She felt safe," her mother said.
While in New York, the family stayed at Virgin Hotels New York City, which became fully Autism Double-Checked certified in June. (The other two certified are Nashville and Chicago.)
"(Hospitality training in the past) was based on common sense, but it’s not common sense for anyone unless you're exposed to it or know about it," said David Moth, vice president of operations at Virgin Hotels, which has been working to be inclusive to all types of guests since its inception in 2015.
At the fully certified Virgin Hotel properties, every staff member has been trained on how to welcome guests and there is also a visitor's guide that offers information like sensory areas within the hotel or when certain areas can be busy or loud. The concierge team is given special training to recommend autism-friendly activities and establishments in the area. The hotel also offers a hanging alarm inside the room that will go off if a child tries to get out of the room without the family knowing.
"The families are the experts. They know what's best when the child is out of their comfort zone," said Moth. "They know our teammates are there and understand the scenario."
When Felicia and Flavia Callafange checked into the hotel, they were greeted with extra smiles and were able to ride in the elevator alone, which was important because "if Felicia sees confusion or disorder, she can feel nervous," her mother said. At the restaurant, the server was attentive and empathetic to Felicia's specific food requests. "They were giving her the respect and patience (a child with autism) needs," Callafange said.
The hotel brand is working on getting the rest of their U.S. properties fully certified and will also soon launch an opportunity for families with members on the spectrum: practice stays. Families can get a discounted rate during less busy times at Virgin Hotels in their city to see what it's like to have a night away from home. "It will give them the confidence to deal with these situations," Moth said.
Autism Concierge, at your service
With the assistance of Autism Double-Checked, one hotel brand is the first in the world to offer a new amenity focused on relieving some of that stress: Meet the Autism Concierge.
Karisma Hotels & Resorts launched the Autism Concierge two months ago as a dedicated contact for guests with any autism-related questions or specific needs to make their trip “as seamless as possible,” Day said.
“Everyone understands the concept of a concierge,” Day said. “This is where you ask your questions.”
The concierge is essentially a dedicated email account managed by a team of employees who respond within 48 hours. There is no actual person at the premises. Autism-Double Checked is on standby for direct contact if an employee needs their assistance helping a guest.
“If you get someone sensitive to light, you can ask to have a north-facing room. … As long as guests have an outlet that’s suited to their person and their needs then that is ideal," he said.
More: Traveling with a child on the spectrum can be 'overwhelming': Tips for a successful trip
The idea came about when the hotel wanted to be even more inclusive after achieving its Autism Double-Checked certification, which started pre-pandemic and included 1,551 employees completing comprehensive training by the organization to better welcome and serve the autism community.
The Autism Concierge is currently available at some of Karisma’s most popular resorts, including:
Nickelodeon Hotels & Resorts Riviera Maya.
Margaritaville Beach Resort Riviera Cancún.
Azul Beach Resort Riviera Cancún.
Generations Riviera Maya.
El Dorado Royale.
El Dorado Casitas Royale.
El Dorado Maroma.
El Dorado Seaside Suites.
Palafitos Overwater Bungalows.
In the Dominican Republic: staff at Nickelodeon Hotels & Resorts Punta Cana and Margaritaville Beach Resort Cap Cana.
“We saw more and more inquiries come in and asked, ‘What can we do differently, what can we do better?’” said Marilyn Cairo, vice president of sales and marketing at Karisma Hotels Resorts. “We want to be not necessarily different but we want to be a pioneer.”
The concierge will soon become a requirement for future properties.
“The concierge also helps the property be best prepared as possible,” Cairo said. “Direct contact with the hotel is key to make sure the stay is as expected so we’re prepared and everyone is as comfortable.”
Kathleen Wong is a travel reporter for USA TODAY based in Hawaii. You can reach her at kwong@usatoday.com
This article originally appeared on USA TODAY: Autism awareness makes travel accessible for more families
