Toward a Touchless Airport Journey (2022) / Chapter Skim
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Pages 48-53
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From page 48... ...
48 Helping the Passenger A P P E N D I X A Chapter 1 of this guide described six best practices: Connect with Airport Strategy or Technology Direction, Understand the Importance of Strong Leadership, Collaborate with Your Stakeholders, Focus on Helping the Passenger, Communicate with the Passenger, Leverage Additional Resources in the Community and Beyond, and Understand the Importance of Data. The following section provides additional detail on "Focus on Helping the Passenger." This information is not necessarily specific to touchless solutions; however, these considerations are highly relevant as you consider the implementation of touchless solutions This section identifies the typical barriers a passenger with disabilities or an older adult may experience throughout their passenger airport journey.
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From page 49... ...
Helping the Passenger 49 • Establish clear procedures for airlines to notify airport operators that they have a passenger who needs assistance. Coordinate with the traveler on expected arrival and/or offer a phone number that the passenger can call when they arrive.
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From page 50... ...
50 Toward a Touchless Airport Journey o Airport operators should coordinate with airlines, volunteers, airport staff, and third-party providers to ensure that they know where automated wheelchairs are located, charged, and returned. Landside Considerations Passengers may face challenges in the landside area including: • Needing assistance getting to the check-in area.
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From page 51... ...
Helping the Passenger 51 Security Considerations • Older adults and infrequent travelers may need assistance understanding what they must do to comply with security requirements. • Upon check-in with the airline, passengers may be escorted through security to the airside by a third-party provider, airport staff member, or volunteer.
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From page 52... ...
52 Toward a Touchless Airport Journey Mitigation Measures • Wayfinding, directories, and flight information display systems need to be created with persons with disabilities in mind to ensure that the information is readable for all passengers. Flight Information Display systems must be at the appropriate angle with a large enough font so that passengers in wheelchairs can read the screens.
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From page 53... ...
Helping the Passenger 53 Mitigation Measures • Assign staff or volunteers to gate areas for arriving flights to assist passengers in identifying connecting gates or give directions to baggage claim. • Airports should collaborate further with the airline and third-party providers to ensure passengers who need wheelchairs are provided with them as soon as they arrive at the terminal.
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