Qualifying Clients with Children on the Autism Spectrum

When it comes to qualifying parents of children with autism spectrum disorder (ASD), travel expert Rene’ Fifik said agents should begin the process the same way they do for all other clients–by listening to their needs.

But it’s the “needs” part that separates families with children on the autism spectrum from most other clients.

Not meeting the expectations of a client without the disorder can lead to mere disappointment. But not meeting the needs of a child with autism can lead to a “meltdown,” the term for an intense response from an overwhelming situation or environment.

And some meltdowns, said Fifik, owner of On Your Way with Rene' Travel in Streetsboro, Ohio, can be so intense that they can hamper the entire vacation.

“As a mother of two children on the autism spectrum, I have the ‘advantage’ of understanding what the families I work with go through on a daily basis between dealing with school individualized education programs, health insurance companies, multiple therapies a week and just daily living,” said Fifik, whose son, Joey, and daughter, Sophia, are both on the autism spectrum. “When you show you care and listen attentively, and are able to meet their needs, you will have a client for life.”

Earlier for Autism Awareness Month, TravelPulse brought you tips on traveling with someone on the autism spectrum. And now, we tell agents how to best prepare families with autistic children for their vacation, based on the top tips provided to us by Fifik.

Here’s what the expert said agents need to know to get that “client for life.”

MORE Travel Agent

Travel Advisor Certification: What You Need to Know

2022 Could Be Busiest, Most Profitable Year for Travel...

Catch Up With Playa Hotels & Resorts for a Chance To Win...

No Surprises

When Fifik and her family decided to vacation to Disneyland a few years ago, she thought it would be a fun idea to surprise her son, Joey. Instead of telling him that they were off to see Mickey and Minnie, Fifik got a little creative and instead told her son they were going to the beach.

But Joey had already gotten himself mentally prepared for sand castles and the sound of crashing waves. So, when he saw an environment he wasn’t expecting, magical kingdom or not, he had a meltdown and the family had to leave the theme park immediately.

“A lot of clients want do surprise their [autistic] kids on vacations, but as you soon tell them the surprise, it blows up in your face,” said Fifik.

Although Fifik noted that not all autistic children respond the same way to surprises, she said it’s best to err on the side of caution and make sure the autistic child is as prepared for a vacation as he or she can be. And that obviously starts by preparing the parents.

“Sometimes when I ask a mother if their child could handle a surprise, they are sometimes taken aback,” said Fifik. “Not all mothers of autistic children know that surprises can be bad. Instead, I always encourage them to prepare their child for everything. What are they sensitive to? Sounds, lights, smells and food. As autism is a spectrum of special needs, every client’s needs are different.”

Beaches Resorts is King

When it comes to hotel brands that properly cater to the needs of autistic children and their families, Fifik said Sandals Resorts International’s Beaches Resorts brand is at the top of the list.

It’s not hard to see why.

In April of 2017, Beaches Resorts completed the International Board of Credentialing and Continuing Education Standards (IBCCES) training and received the Certified Autism Center (CAC) certification.

This training and certification program demonstrated that the brand's "Kids Camp" staffers successfully completed in-depth training in the areas of autism overview, sensory awareness, communication, motor skills, program development, social skills, environment and emotional awareness, and bullying.

And TravelPulse recently learned that Beaches is taking that certification to the next level. According to a spokesperson for the company, Beaches Resort will receive the Advanced Certified Autism Center (ACAC) certification sometime in May.

All of Beaches' watersports operations will be included in the ACAC certification. According to the Autism Spectrum Disorder Foundation (ASDF), swimming can help children on the autism spectrum improve speech, coordination and balance, social skills, self-esteem, cognitive processing, communication skills and oral motor skills.

While Fifik said swimming is “very individualized,” she did note that Joey loves to swim and prefers the calm water of the pool over the ocean.

“He says the water calms him,” she said. “I think of Michael Phelps when it comes to [Joey] swimming. [Phelps] fell in love with swimming and his mother started him in swim lessons because the water calmed him.”

Also, in September of 2017, Beaches introduced the arrival of Julia, a Sesame Street character on the autism spectrum, at Beaches Resorts in Jamaica and Turks and Caicos as part of the company’s longstanding partnership with Sesame Workshop.

Children are greeted by Julia, a four-year-old girl on the autism spectrum, who loves to paint. Julia highlights how people can express themselves through art, and children can explore, experiment and create in an open-ended art activity.

As part of Beaches Resorts' brand-wide efforts to increase awareness of autism, staff underwent sensitivity training with "Sesame Street and Autism: See Amazing in All Children" resources.

Prepare for Loud Noises

Agents should tell clients with autistic children to prepare for loud noises, said Fifik, by suggesting they bring noise-canceling headphones for the plane, fireworks at the resort and other noises that can’t be avoided.

“For instance, at Walt Disney World, fireworks are one of the things most people love," said Fifik. "For someone with autism, the booms from the fireworks could send them into sensory overload. Noise cancellation headphones are a great resource, so the guest with autism can still enjoy the beauty and wonder of the fireworks with their family.”

However, Fifik, a Disney specialist, also noted that there are times when noise cancellation headphones still don’t work when it comes to fireworks. In this case, she advises experts to recommend to clients a room with a fireworks view, so the family can still enjoy the fireworks from a distance, but in the comfort of their resort room. In fact, Fifik said Disney even syncs the music from outside to the guest’s in-room audio system.

And although we don’t have an exact time frame, Beaches spokespeople told TravelPulse the brand will soon be offering sensory-friendly devices, including noise cancelling headphones; dream pad, a line of pillows with patented sound technology designed to assist guests with autism who have sleep challenges and “Twiddles,” comfort aids that double as a playful activity and also help people of all ages with a range of sensory-related conditions.

Avoid Overcrowded, Claustrophobic Environments

Agents should prepare parents of autistic children for all the environments and settings of their vacation in order to avoid tight spaces and large crowds.

Fifik said agents need to make sure the flight experience is as comfortable as possible for a child with autism. This includes headphones to block out the noise and also sitting in either the window or aisle seat. But avoid booking an autistic child the middle seat at all costs.

"It depends on the individual, but I have found most [children with autism] like the window because they can see where they are going,” she said. “Some like the aisle because it gives them more room on one side. But the middle seat? You might as well invite a meltdown over for dinner and serve copious amounts of wine.”

Fifik also urges agents to remind parents of autistic children to carry their child’s medication on the plane and should avoid checking the bag with the medicine in it. After all, Fifik said most medications for children on the spectrum last for about 24 hours. If checked bags with needed medication inside get lost or separated, this can become a major issue, Fifik said.

At the hotel, Fifik said autistic children should avoid crowded elevators. If the elevator is crowded, simply wait for the next one, she said. She also advises agents to book dinner reservations for clients earlier in the day to avoid a full restaurant.

Always Recommend Travel Insurance

While Fifik recommends travel insurance for all of her clients, she said it's especially important for parents of autistic children in the event that their son or daughter has to be admitted to a hospital that is out of their network. Fifik told TravelPulse she uses Travel Guard. Other notable travel insurance companies include Allianz Global Assistance and Berkshire Hathaway Travel Protection.