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Minneapolis–St. Paul International Airport: Instilling a culture of accessibility for people with disabilities that goes above and beyond requirements

Author

Listed:
  • Burke, Phil

    (Assistant Director, Customer Experience, Metropolitan Airports Commission, USA)

  • Welbes, John

Abstract

This paper explores the work done at Minneapolis–St. Paul International Airport to promote outreach and responsiveness to accessibility issues for people with disabilities. In recent years the airport established the Travelers with Disabilities Advisory Committee (TDAC) in an effort to go above and beyond in making the facility as accessible as possible. The paper details the management ideas behind the committee, its composition and the highlights of its work to date. The paper also touches on how accessibility problems are identified, how interaction with the TDAC influenced certain projects and what changes were made to remove barriers and improve airport accessibility. Results are discussed in terms of real-world solutions that have led to improvements for people with disabilities in the areas of transportation, services and communication within the airport.

Suggested Citation

  • Burke, Phil & Welbes, John, 2018. "Minneapolis–St. Paul International Airport: Instilling a culture of accessibility for people with disabilities that goes above and beyond requirements," Journal of Airport Management, Henry Stewart Publications, vol. 12(2), pages 198-206, March.
    • Handle: RePEc:aza:jam000:y:2018:v:12:i:2:p:198-206
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    Cited by:

    1. Yong, Shih Ween & Cheah, Jun-Hwa & Lim, Xin-Jean & Ng, Siew Imm & Leong, Yee Choy, 2023. "How to make you spend more in the airport? An investigation towards ECSI model on willingness to spend more in airport," Journal of Air Transport Management, Elsevier, vol. 112(C).

    More about this item

    Keywords

    accessibility; disabilities; airport governance; customer service;
    All these keywords.

    JEL classification:

    • R4 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Transportation Economics
    • R40 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Transportation Economics - - - General
    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration
    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General

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