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Abstract

Despite airports and airlines attempt over the past two decades to provide a satisfactory travel experience, travelers with disabilities still encounter disconformity between Air Carrier Access Act (ACAA) regulations and the actual service delivery. The purpose of this study is to explore the service needs and service challenges while serving air travelers with mobility impairments at the Beijing International airport. A total of twenty one airline ground staff and airport agents participated in the personal interviews and focus group discussions. The study suggests people with mobility impairments have diverse needs during air travel. More training to airline and airport ground staff is suggested to better fulfill these needs. Limitations, implications, and recommendations for future studies are provided.

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A Case Study of Beijing Capital International Airport Services for Passengers with Mobility Impairments: Perceptions of Airline and Airport Staff

Despite airports and airlines attempt over the past two decades to provide a satisfactory travel experience, travelers with disabilities still encounter disconformity between Air Carrier Access Act (ACAA) regulations and the actual service delivery. The purpose of this study is to explore the service needs and service challenges while serving air travelers with mobility impairments at the Beijing International airport. A total of twenty one airline ground staff and airport agents participated in the personal interviews and focus group discussions. The study suggests people with mobility impairments have diverse needs during air travel. More training to airline and airport ground staff is suggested to better fulfill these needs. Limitations, implications, and recommendations for future studies are provided.