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Page 64
Suggested Citation:"Chapter 6 - Conclusions." National Academies of Sciences, Engineering, and Medicine. 2019. Communication Strategies for Airport Passenger Access and Mobility. Washington, DC: The National Academies Press. doi: 10.17226/25640.
Page 64

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64 This synthesis indicates the importance of integrating the needs of travelers with disabilities, aging travelers, and travelers with limited English proficiency with the needs of other travelers. To be truly proactive in ensuring passenger access and mobility, airports should have an unwavering focus on universal access. Representatives of the stakeholder groups interviewed in the project are experts on accessibility and disability needs, and many of them are champions who have facilitated improvement in accessible services and programs within their organization. Such advocacy and expertise should not be limited to a few but rather be expanded to the whole aviation industry. It should be noted that this synthesis has a few limitations. The stakeholder groups that participated in the interview were selected specifically. Thus, the collection of current practices may not be inclusive of all practices. In addition, because of the lack of benchmark data or other evaluative data on the benefits of each practice or program, the authors and panel experts are not able to determine best prac- tices. A variety of case examples has been selected based on reported information in the inter- views and the literature and the opinions of the authors and panel experts. Future research would include development of a baseline and benchmark data to monitor and evaluate efficacy of each tool to provide evidence of how well these services and communication tools maximize airports’ returns on investment. C H A P T E R 6 Conclusions

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Access to relevant, precise, and timely information is crucial for a pleasant experience in air travel. Travelers with cognitive and sensory disabilities, aging travelers, and travelers with limited English proficiency need alternative approaches to those provided for general travelers for accessing and communicating air travel information.

The TRB Airport Cooperative Research Program's ACRP Synthesis 101: Communication Strategies for Airport Passenger Access and Mobility details how airports and airlines are leading the way in developing new and creative services to provide information and thus enhance passenger access and mobility.

Among the report's findings are the following. Airports’ current efforts to improve passenger access and mobility follow three key trends: commitment to seamless customer experience, development of a sense of place at airports, and improvement of efficiency and personalized service using technology such as biometrics, robotics, and artificial intelligence.


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