4 Qualifying Questions Travel Advisors Should Ask Clients with Autism

For someone with autism, travel can be life-changing. 

However, there are many barriers that can make the prospect of traveling downright terrifying for people who are neurodivergent. But with the right preparation, tools, and support, anyone can enjoy the benefits of travel.  

Increasingly, travel advisors are expanding into the accessible niche, offering specialized services to clients with disabilities. Whether that’s navigating family travel for children with autism, or helping neurodivergent adults, travel advisors play a crucial role in making travel more accessible.

Bobbi-Jo Roback is a veteran travel advisor, having over 25 years of experience in the industry. Originally, she carved out a niche in destination weddings—but these days, she is also a certified autism professional. 

Roback is part of an accessible travel panel and presents at various professional events. Last month, she gave a presentation at the sold-out Travel Market Place Vancouver: “Opening Doors for Autism and Neurodiversity in Travel.”  

“As travel advisors, we’re here to open conversations and open doors,” said Roback.

Autism, also known as Autism Spectrum Disorder (ASD), varies from person to person.

It’s a neurodevelopmental condition that affects how one experiences the world, impacting communication, social interactions, behavior, and social processing.

“Since autism is a spectrum… if you’ve met one person with autism, you’ve met one person with autism,” said Roback.

Roback encourages advisors to educate themselves on the needs of neurodiverse travelers, both because of the market potential and the likelihood of repeat clients.

“The neurodiverse community represents a significant and often untapped market… It’s good for business,” she said. 

“It’s not about the money,” said Roback. “It’s about growing your connections with your clients… enhancing your reputation.” 

“I promise you, if you go that extra mile, it will reap you 10 times the benefit,” she added.

The next time you sit down with a neurodivergent client, here are five qualifying questions you should ask to “open the conversation.”

4 Qualifying Questions to Ask Neurodivergent Clients

“Do you have any invisible disabilities?”

Suzanne Perreault, the Executive Director of AutismBC, recommends starting the conversation with clients by asking if they have any invisible disabilities. 

“The first most important [clarifying question] is to know who your clients are,” she told TMR. “Know who you are serving and ask the question if you are unsure.” 

Travel advisors should ask all clients this qualifying question—even for a client who has already informed you that they have autism. It gives them the opportunity to open up about their specific challenges, as well as other people traveling with them who may have disabilities.

Both Perreault and Roback point to the Hidden Disabilities Sunflower Program as a helpful resource for neurodivergent travelers. 

“Participants wear a sunflower lanyard badge or another identifiable sunflower, signalling to staff and others that they may need assistance, patience or flexibility,” explained Roback. 

Not all airports participate but many do, and it’s worth checking while planning travel for any client with a hidden disability. 

“Many airports and airlines recognise the sunflower symbol and offer accommodations such as assistance with security and boarding, pre-boarding or priority boarding, clear communication, [and] quiet spaces,” Roback explained.

The Sunflower program supports individuals with hidden disabilities such as neurodivergent conditions like ASD, sensory processing disorders, and mental health conditions including anxiety and PTSD. It can also be helpful for travelers with chronic illnesses, chronic pain, fibromyalgia, hearing or vision impairments, or other disabilities that may not be immediately obvious.

“Are there any sensory sensitivities?”

Perreault told TMR that it’s important to talk to members of the neurodivergent community about their sensory needs.

“‘Are there sensory sensitivities that we need to be aware of to support you’ because that’s going to be the big one,” she said. 

Roback explained “Loud noises, bright lights, [and] crowded spaces can be very overwhelming for individuals with autism.”

Sensory sensitivities could be to visual stimuli, like bright lights, but also to smells, sounds or textures. For some families, finding safe food can be a barrier.  

It can be helpful for travel advisors to have a conversation with neurodiverse travelers to determine where their needs are, then plan accordingly. For some, this might mean recommending a resort that has food options within the travelers comfort zone. For others, it might mean booking travel at a destination with dedicated “quiet zones.”

Autism Double-Checked can be a helpful resource for travel advisors working with neurodiverse clients. The certification program was designed for planning travel for children and adults with autism; each participating hotel or airline has undergone specialized training for autism readiness, and many have created a visitor guide that outlines important information for neurodivergent guests—such as possible sensory triggers.

The International Board of Credentialing and Continuing Education Standards (IBCCES) also offers autism certification for the hospitality sector. Currently, all Beaches resorts have the highest level of certification, meaning all staff (not just those working with children) have received autism-readiness training.

The most important thing for travel advisors to remember is to not assume what a neurodivergent traveler will need.

“[ASD] is a spectrum. Each person experiences it differently,” said Roback. “Some may need support while others are highly independent.”

“Do you need any support at the airport?”

Perreault said it is important for travel advisors to check with travelers about their needs around flying.

“Check if they need support at the airport,” she told TMR. 

Perreault also suggested it can be helpful to front-load what travelers can expect at the airport so they can prepare accordingly. 

“You know what kind of line-ups they can expect…Reminding them what kind of food is available… You don’t want to frustrate an experience that’s already frustrating, so be solution-focused,” Perreault advised. 

Many neurodivergent individuals struggle with transitions, and transportation (flights, shuttles, and even trains) can have a major impact. Perreault recommended advising neurodivergent clients to bring along “comfort items” to make the trip easier—whether that’s a favorite snack, a preferred blanket, or a stuffed animal to hug.  

“How can I best support you before and during travel?”

At the end of the day, neurodiverse families need travel advisors to “have their back,” said Roback.  

“Families travelling with neurodivergent members, parents or caregivers often face additional stress in planning trips, [such as] seeking attractions and accommodations and managing what we call meltdowns or sensory overloads during travel,” explained Roback. 

Travel advisors can alleviate some of that stress by recommending suitable destinations and activities, based on the advisor’s own research and experience, preparing clients for all potential stumbling blocks to make the experience as stress-free as possible.

As industry representatives, advisors can also advocate for increased accessibility while highlighting inclusive destinations and services.

“Few destinations and accommodations offer sensory-friendly options, quiet zones or adaptable activities,” Roback said.

Perreault told TMR that she hears from families in her community that they want to travel but have a high degree of apprehension around the “uncertain” elements.

“Uncertainty of what will happen when we get there, right? What are the accommodations like?… [neurodivergent travelers] need to be assured that this is a safe place,” she explained, clarifying that safety means both physical safety and social and emotional learning (SEL).  

Perreault said that support might look different for different “comfort levels,” but stressed that clear, concise communication is key. Creating strategies with the family, like using tools to rehearse elements of the trip, bringing a sensory travel kit, and being briefed on what resources are available on the ground—and what that looks like (i.e. what uniforms the resort staff wear)—can all be immensely helpful. 

“With understanding and the right support, autistic individuals can thrive in all areas of life, including education, work and travel,” said Roback.