Inclusive Design in the Aviation Industry for Passengers with Mobility Issues: A Case Study of Wilson Airport, Nairobi County, Kenya

Purpose: To establish the challenges faced by airline passengers who have mobility issues at Wilson Airport. Methodology: This was by a descriptive qualitative research design. The sample size was 45 participants and comprised of 10 aviation regulators, 10 air operators and 5 officers from the Ministry of Roads and Transport. The study used a combination of focus group discussions, in-depth interviews and observation techniques. Data analysis was conducted by thematic analysis it was used to examine data gathered through focus groups, observation and interviews. The study employed purposive sampling as a method to specifically choose individuals based on their significance to the research goals. The data was presented in the form of a narrative. Findings: The findings of the study indicated revealed that traveling through airports presents a number of difficulties for airline passengers with mobility impairments. The absence of accessible features including ramps, elevators, and signage at airports was criticized by participants. Participants also emphasized the need for enhanced communication to guarantee a seamless and stress-free travel experience between airport personnel and travelers with impairments. Eight participants who used wheelchairs participated in semi-structured qualitative interviews where the researchers asked them about their experiences traveling by air and provided them with options. The study's main finding demonstrated the significant difficulties encountered when passengers with mobility impairments engaged with the airplane. Concerns concerning airline employees' lack of training on helping customers with mobility challenges were also raised by a number of attendees. According to the findings, the aviation sector in Nairobi County clearly needs to improve the programs and services offered to meet the needs of travelers with mobility impairments. This could entail making investments in upgraded infrastructure, giving employees more training, and putting better communication plans into place to guarantee that every passenger has a more inclusive and accessible travel experience. Unique Contribution to Theory and Practice and Policy: The report suggests that the Nairobi County aviation sector provide courses to teach airport employees how to properly assist travelers with mobility challenges. The report also recommends making structural upgrades to airport amenities, such adding wheelchair ramps and accessible restrooms. In addition, the study suggests setting up a special customer care desk to cater to travelers with mobility impairments and offer them individualized help and support during their trip. According to the study, forming alliances with regional disability organizations can help gather information and provide more inclusive services for travelers who have mobility problems. All things considered, the proposals are meant to improve the overall travel experience for passengers who have mobility challenges and make sure that airports in Nairobi County, Kenya, give them the assistance and services they require.