KLIA is making air travel more inclusive for children with hidden disabilities through The Butterfly Effect

By Siti Salihah

In conjunction of World Autism Month, 1Twenty80 was invited to visit Kuala Lumpur International Airport (KLIA) for an exclusive look at its Butterfly Effect initiative—designed to create a more seamless, supportive travel experience for passengers with hidden disabilities. 

Stepping into an airport can feel like entering a whole new world—bright lights, loud announcements, crowds moving in every direction. Now imagine navigating that same environment with autism, anxiety, or any condition that isn’t immediately visible. 

What’s routine for others can quickly become overwhelming for some. This inspired the Butterfly Effect, an initiative rooted in the belief that even small changes can create meaningful ripples.

From sensory-friendly spaces to specially trained staff, this effort is more than just a gesture of care. It reflects Malaysia Airports’ broader commitment to making travel calmer, more predictable, and ultimately more inclusive—for everyone who passes through its terminals, especially for those whose challenges are often unseen.

During our visit, we spoke to Abd Hasman Abd Muhimim, General Manager of Operations at KLIA Terminal 1, to learn more about how this initiative came to life and how it continues to grow.

1Twenty80: What inspired KLIA to implement the Butterfly Effect initiative?

Abd Hasman Abd Muhimim: The Butterfly Effect initiative was inspired by our commitment to creating a seamless and inclusive airport experience for all passengers, particularly those with hidden disabilities such as autism. At Malaysia Airports, we understand that navigating an airport can be overwhelming, and small changes can make a significant impact. This initiative aligns with our role as a Caring Host, ensuring that every traveller, regardless of ability, feels welcomed, supported, and comfortable throughout their journey. The Butterfly Effect also reflects our wider efforts to champion accessibility and enhance the overall passenger experience at KLIA.

1Twenty80: Could you share the process and challenges faced during its development?

Abd Hasman: Developing the Butterfly Effect initiative required extensive research, collaboration, and stakeholder engagement. We benchmarked best practices from leading airports worldwide, engaged with disability advocacy groups, and conducted on-ground assessments to understand the specific needs of neurodiverse passengers. One of the main challenges was ensuring seamless coordination between multiple airport stakeholders, including security personnel, airline staff, and ground handlers, to create a truly integrated support system. Another key focus was staff training and awareness, ensuring that all personnel are equipped to provide compassionate and effective assistance.

1Twenty80: Are there specialised teams dedicated to assisting passengers with special needs?

Abd Hasman: Our CARE Ambassadors have undergone Autism Behavioral Aviation Training (ABAT) and have received training from the Autism Behavioral Centre (ABC) and IDEAS Autism Centre. One of our CARE Ambassadors has even obtained ABAT certification, further strengthening our ability to provide tailored support. 

These trained personnel work alongside other airport staff, ensuring a seamless and inclusive travel experience for all passengers.

1Twenty80: What specific facilities have been introduced to assist passengers with hidden disabilities?

Abd Hasman: Under the Butterfly Effect initiative, Malaysia Airports has introduced several key facilities to support passengers with hidden disabilities, including:

• Dedicated Calm Room (KLIA Terminal 1, with another upcoming facility at Terminal 2) – A quiet haven for sensory relief. The room is designed to offer a quiet, sensory-friendly environment for individuals who may experience sensory overload while traveling.
• Sensory Walls (KLIA Terminals 1 & 2) – Offering interactive, tactile, and visual experiences designed to support individuals in regulating stress and sensory input.
• Priority Lanes at security, immigration and boarding gate checkpoints – Reducing waiting times, minimising stress and anxiety, promoting accessibility and inclusivity for passengers with hidden disabilities.
• On – Ground Visual Guides and Journey Assistance – Our trained CARE Ambassadors are available to assist passengers in navigating the airport with ease. This service includes on-ground visual guides to provide clear directions and reduce travel anxiety, personalized journey assistance to help passengers move smoothly through key airport touchpoints and support with wayfinding, check-in, security and boarding for a stress-free experience.
• Buggy Ride Service – Available upon request to provide a more comfortable and convenient way for passengers with hidden disabilities to navigate the terminal with ease.

These enhancements reaffirm Malaysia Airports’ commitment to accessibility and inclusivity, ensuring that every traveller has a smooth and comfortable airport experience.

1Twenty80: How does KLIA collect feedback from passengers utilising the Butterfly Effect services?

Abd Hasman: We actively seek feedback through:

• Passenger surveys and social media interactions.
• Direct input from advocacy organisations and disability groups.
• Digital feedback forms are available at key service points in the airport and in our MYairports App.

These feedbacks allow us to continuously enhance and refine the Butterfly Effect initiative, ensuring it meets the evolving needs of our passengers.

1Twenty80: Has KLIA received any feedback from travellers who have benefited from the Butterfly Effect? Could you share a memorable story?

Abd Hasman: Yes, KLIA has received heartwarming feedback on The Butterfly Effect. One parent shared their experience travelling to Jakarta with their autistic teenage son.

Upon arrival, a dedicated staff member provided the son with a special lanyard and guided the family through priority lanes, ensuring a smooth journey with a buggy ride to the gate. While they did not use the calm room or sensory walls, they appreciated having the option.The assistance continued on their return, with another staff member ready to guide them through immigration and customs seamlessly.

For parents of autistic children, the Butterfly Effect makes air travel less overwhelming. Travellers can pre-register online, collect their kit, and receive full support throughout their journey. This is just one of many stories reinforcing our commitment to an inclusive airport experience.

1Twenty80: Are there plans to expand or enhance the Butterfly Effect services in the near future?

Abd Hasman: Absolutely. As part of our ongoing commitment to accessibility, Malaysia Airports is exploring ways to expand and enhance the Butterfly Effect initiative, including:

• Adding more sensory rooms across terminals.
• Expanding awareness campaigns to reach more passengers.
• Broadening support to include a wider range of hidden disabilities beyond autism.

We are dedicated to continuously improving our services to ensure that all travellers, regardless of ability, can enjoy a stress-free journey at KLIA.

1Twenty80: How does KLIA plan to stay updated with the evolving needs of passengers with hidden disabilities?

Abd Hasman: Malaysia Airports remains committed to staying at the forefront of accessibility innovation. We achieve this by:

• Benchmarking best practices from leading international airports.
• Engaging with disability organisations and industry experts.
• Actively collecting passenger feedback to refine and enhance our services.

By continuously evolving our initiatives, we reinforce Malaysia Airports’ position as a global leader in inclusive airport experiences, ensuring that all passengers feel welcome, supported, and cared for at KLIA.

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