Service needs of elderly air passengers

The paper examines the perceptions of and satisfaction with air transportation services in a sample of persons aged 65 and over at Taiwan Taoyuan International Airport. This study finds that the performance of service attributes such as meals, information announcements, and on-board restrooms do not meet the respondents’ expectations. It also finds that the service needs of the younger and older elderly passengers differ.

► The study explores service needs of the elderly air passengers.
► Service attributes needing improvement are identified.
► Differences in service needs exist among age segments of the elderly.