Meeting the needs of disabled air passengers: Factors that facilitate help from airlines and airports

With the number of impaired air passengers having increased globally, air service providers may have the potential to create a lucrative niche market. However, it is less clear what the service needs of these passengers are as well as providing facilities and services. This paper aims to explore the service needs of impaired air passengers and to identify factors affecting the facilities and services. The results of data from a sample of 180 respondents from among airline, airport and government staff are presented in this research. These results show that the top three items which travellers complained about in relation to airlines are the lack of provision of a user-friendly on-board restroom, wheelchair services and the distance between cabin seats and restroom on board. The results also show that female staff are more likely to be willing to help impaired passengers than male staff. In considering the factors comprising perceived needs, two factors, i.e. “Compensation and improvement schemes” and “Not suitable for taking a flight” appear to have significant effects. The managerial implications are also discussed.

► The service needs of impaired air passengers are explored. ► Factors facilitating help from airlines and airports are identified. ► Providing directions for serving impaired travellers a seamless journey with appropriate assistance.