Service Design
Pittsburgh International Airport (PIT) strives to be one of the most accessible airports in the world. We don’t just aim to meet accessibility standards; we aim to exceed them. By moving beyond the basics of accessibility services, PIT infuses care and ease into the airport experience.
Everyone Deserves the Right to Travel
Universal Access at a Transformed PIT
A transformed PIT will reflect, connect and serve the region and all of its people through a transformed experience that makes the airport a more welcoming space. PIT is transforming into a people-first airport that works to support our air travel community. New features including increased seating and rest options, raised crosswalks with improved lighting, outdoor areas, accessible height ticketing counters and improved wayfinding provide more than just a new terminal, but a new experience at the airport.
“We Got You”
Traveling through an airport isn’t always easy. Traveling through PIT should be. Our “We Got You” initiative–designed to assist all travelers, but especially underrepresented and underserved passengers–helps. Rooted in social design principles and developed through extensive passenger research, “We Got You” is a cross-functional program that bridges gaps between people, technology and process to ensure PIT can provide compassionate, real-time support. Our volunteer ambassadors and customer service team have been staffed with handheld devices that decrease the time it takes to help passengers and can turn a stressful situation into a seamless one.
Presley’s Place Sensory Room
Located in Concourse A, Presley’s Place is a sensory room designed for travelers with autism or sensory sensitivities to de-escalate and escape the busy, often overstimulating airport environment. The idea for Presley’s Place was sparked by one of the Allegheny County Airport Authority’s (ACAA) own team members, Jason Rudge. Now serving PIT passengers for more than five years, Presley’s Place continues to serve as inspiration for other airports and organizations across the world to design sensory rooms of their own. This revolutionary innovation is one of the first of its kind in an airport and has received nationwide accolades.
Nursing Lounges and Adult Changing Tables
PIT offers nursing rooms for parents in two concourses, complete with comfortable seating, a baby changing table, healthy snacks and bottled water. This quiet, private space allows nursing parents to alleviate any potential travel stress. The space has also become a safe haven for the community of strangers that use it. Post-it notes from fellow parents adorn the walls offering encouraging and loving messages for the next visitor to see. Additionally, bathrooms in two of PIT’s four concourses contain adult family changing tables, family bathrooms and single-use bathrooms.
PIT PAWS
The PIT PAWS–Pups Alleviating Worry and Stress–roam the airport almost every day to help relieve anxious travelers’ anxiety and offer relaxation during travel. Each PIT PAWS dog is a trained therapy pup with a volunteer ambassador who accompanies the dog. Ambassadors provide helpful information and tips to passengers while their pups provide cheer and comfort across PIT’s two terminals.
Sunflower Program
PIT is one of 180 airports worldwide proud to be a partner of the Hidden Disabilities Sunflower Program. This program sheds light on passengers with disabilities that are not always visible by providing them with a sunflower lanyard, bracelet, pin or sticker that lets airport team members know they may require additional help when traveling. Staff members are trained to recognize the sunflower symbol so they can provide extra care to the traveler wearing it. The program can help passengers feel confident, cared for and comfortable–an important part of navigating the travel experience.