Safety, Security & Dignity: Building a Holistic Facilitation Environment

Anchored in Assembly Resolution A42-14 and broader facilitation concerns, this session will explore how safety, security, and accessibility intersect throughout the aviation system. Discussions will address the importance of supporting vulnerable passengers and at risk travellers through respectful and trauma informed assistance practices. The session will also examine how accessibility can be managed through structured programmes, quality assurance, employee reporting, performance monitoring, and continuous improvement.
Participants will highlight the need for robust programmes including training, strengthened cross-sector collaboration, and operational preparedness in the face of disruptions. The emphasis will be on continuity planning that ensures accessible services remain reliable even during irregular operations. Drawing on principles from safety culture and operational assurance, presenters will consider how airports, airlines, and service providers can move beyond one-time initiatives toward sustained accessibility management.

Moderator: Fernando Augusto de Castro, Director of Airport Optimization – Terminals, ACI World

• Kirk Goodlet, InterVISTAS Consulting, and ACI Terminal Operations Committee Member
• Brenda Asiimire, Product Manager, Accessible Travel & Special Services, Products & Service Excellence, Iceland Air
• Sarah Eve De Lisle, Chief, Accessibility and Regulations, Aéroports de Montréal (YUL)
• Derick Zimmerman, Vice President, Safety and Training, Alliance Ground International (AGI)
• Isabelle Ducharme, Board President, Kéroul, Montréal & Air Canada Advisory Committee