Assessing Airport Programs for Travelers with Disabilities and Older Adults (2023) / Chapter Skim
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Chapter 1 - Introduction
Chapter 1 - Introduction
Pages 1-7
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residents 65 years and older as of July 1, 2019, 40% have at least one type of disability. Figure 1 provides an illustration of the number of Americans living with various disabilities by age, sex, and disability type.
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4 Airport Commitment and Outlines strategic elements needed to promote accessibility at the Strategy executive level, human resources management techniques, and notable practices for collaboration with the airport community. 5 Key Business Partner and Outlines the key assistive services provided by airports and Airport Staff Services airline operators and offers an overview of notable practices for managing relations with key airport stakeholders and airport staff to achieve service excellence for travelers with disabilities and older adults.
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Notwithstanding, the research team worked creatively with research participants -- including airports, airlines, market research firms, business partners, and service providers -- to achieve the objectives. The research effort uncovered priority needs for various travelers with disabilities and older adult segments and notable programs/services beyond minimum accessibility standards to address these needs.
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A Task Force Committee was also assembled, comprised of airports, airlines, suppliers, third party service providers, market research firms, and other organizations familiar with issues related to providing service and assessing the efficacy of services for travelers, in general, and persons with disabilities and older adults, in particular. The Task Force provided feedback on the notable practices identified through the primary and secondary research, as well as input on programs/services, assessment tools/methodologies, and other practices to evaluate and improve the experience of travelers with disabilities and older adults.
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Chapters 4–7 contain content on four categories identified as having the greatest impact on travelers with disabilities and older adults: airport commitment and strategy; key business partners and airport staff services; effective communication and navigation; and facility Tools to assess the performance of airport services/programs and develop and align service standards, key performance indicators, and service-level agreements to ensure service excellence Figure 3. Linkage between key elements of the Guide.
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Assessment tools can be used to measure progress towards achieving established benchmarks and can include customer feedback, websites, comment cards, focus groups, and interviews or meetings with represen tative organizations of various traveler segments to see if standards have been appropriately set and are being met. • Mini Case Study featuring an airport or an organization implementing notable practices.
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However, each airport needs to conduct an analysis of its traveler demographics and needs, accessibility status, progress towards achieving full accessibility, and available resources to identify and implement the practices most suitable for itself. The action plan and tools provided illustrate the types of steps airports can take to create a more accessible environment.
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