The National Academies Press

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From page 56... ... CHAPTER 6 Effective Communication and Navigation 6.1 Introduction Navigating the Chapter Preparing for a trip can be a stressful experience. This is especially true for travelers with disThis chapter is divided into abilities and older adults, who often experience anxiety before travel because so many pieces main subject areas with have to come together to create a seamless airport journey. Read the entire page →
From page 57... ... Effective Communication and Navigation 57 their communications with individuals with disabilities are as effective as communications with other individuals, beneficiaries, and members of the public" (FAA 2017) Read the entire page →
From page 58... ... 58 Assessing Airport Programs for Travelers with Disabilities and Older Adults The following notable practices describe how to improve website accessibility. Notable Practices Use of Current WCAG Standards. Read the entire page →
From page 59... ... Effective Communication and Navigation 59 • Apps that Take into Consideration Various Disabilities. The United Airlines app, redesigned in 2020 by Locus Labs, includes a number of accessibility improvements, such as increased color contrast, more space between graphics, and reorganized page flows that integrate better with screen reader technologies. Read the entire page →
From page 60... ... 60 Assessing Airport Programs for Travelers with Disabilities and Older Adults To better understand the level of assistance travelers' needs, British Airways conducted the BA Basic Assistance Trial at London Heathrow in April 2019 (British Airways, 2019) Read the entire page →
From page 61... ... Effective Communication and Navigation 61 The following notable practices cover pre-trip information. Easily Accessible Disability-Related Content. Read the entire page →
From page 62... ... 62 Assessing Airport Programs for Travelers with Disabilities and Older Adults (Harding et al. Read the entire page →
From page 63... ... Effective Communication and Navigation 63 6.4 On-Site Customer Communication and Information All airport communication strategies should include verbal, visual, and virtual means of communication to reach all user groups. To ensure that a strategy is effective, each plan should also use a variety of means to solicit feedback from the traveling public, including people with disabilities and older adults. Read the entire page →
From page 64... ... 64 Assessing Airport Programs for Travelers with Disabilities and Older Adults is helpful, it is still necessary to have staff available to answer questions and provide additional assistance, as needed. This is especially important to older travelers and travelers who simply need help with directions rather than full assistance. Read the entire page →
From page 65... ... Effective Communication and Navigation 65 communities, such as PHX and Sarasota Bradenton International Airport (SRQ) , are now installing hearing loops. Read the entire page →
From page 66... ... 66 Assessing Airport Programs for Travelers with Disabilities and Older Adults Apps as Communication Tools. Provide staff with apps that bridge the communication gap with people who use sign language or have vision loss. Read the entire page →
From page 67... ... Effective Communication and Navigation 67 6.5.1 Signage Systems Can Be Enhanced to Improve Navigation for Travelers with Disabilities and Older Adults ACRP Research Report 177 states that until facilities are designed to be fully intuitive, signage will always be the most important aspect of wayfinding (Harding et al. Read the entire page →
From page 68... ... 68 Assessing Airport Programs for Travelers with Disabilities and Older Adults The following notable practices cover enhancing signage systems. Notable Practices Gaps in Signage. Read the entire page →
From page 69... ... Effective Communication and Navigation 69 Restroom Signage and Location. Review signage and locations for accessible restrooms to ensure their convenience, including companion restrooms, pre-security and throughout each concourse. Read the entire page →
From page 70... ... 70 Assessing Airport Programs for Travelers with Disabilities and Older Adults Source: Sydney International Airport, n.d. Figure 20. SYD layout map. Read the entire page →
From page 71... ... Effective Communication and Navigation 71 to rely on signs. Natural wayfinding utilizes the architectural properties of a terminal to guide passengers from one process to another rather than directing them with signage. Read the entire page →
From page 72... ... 72 Assessing Airport Programs for Travelers with Disabilities and Older Adults among people with different needs. Collaborative walk-throughs with the disability community can also help identify obstacles that wouldn't otherwise be noticed. Read the entire page →
From page 73... ... Effective Communication and Navigation 73 • Wayfinding and accessibility features for departing, arriving, and connecting customer journeys; and • Technologies including accessible websites, help/call points, interactive kiosks, digital way finding directories, FIDS, hearing loops, visual paging, and mass notification systems. The following notable practices improve wayfinding technologies available at the airport. Read the entire page →
From page 74... ... 74 Assessing Airport Programs for Travelers with Disabilities and Older Adults • ACRP Synthesis 56: Understanding the Value of Social Media at Airports for Customer Engagement; • FAA's guidance document "Best Practices for Enhancing Traveler Experience: Addressing the Needs of Persons with Disabilities and Individuals with Limited English Proficiency in Airport Emergency Evacuation Plans"; and • Federal Emergency Management Agency's "Guidance on Planning for Integration of Func tional Needs Support Services in General Population Shelters." ACRP Synthesis 56: Understanding the Value of Social Media at Airports for Customer Engagement describes how social media platforms are being used by airport operators to manage crisis events such as flight delays related to weather and airport closures resulting from aircraft incidents (Perry et al. Read the entire page →
From page 75... ... Effective Communication and Navigation 75 Disability Awareness Training for First Responders. Provide airport accessibility communication/disability awareness training for first responders. Read the entire page →
From page 76... ... 76 Assessing Airport Programs for Travelers with Disabilities and Older Adults 6.7 Mini Case Study Read the entire page →

From page 56...

... CHAPTER 6 Effective Communication and Navigation 6.1 Introduction Navigating the Chapter Preparing for a trip can be a stressful experience. This is especially true for travelers with disThis chapter is divided into abilities and older adults, who often experience anxiety before travel because so many pieces main subject areas with have to come together to create a seamless airport journey.