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

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  • Chang, Yu-Chun
  • Chen, Ching-Fu

Abstract

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.

Suggested Citation

  • Chang, Yu-Chun & Chen, Ching-Fu, 2012. "Meeting the needs of disabled air passengers: Factors that facilitate help from airlines and airports," Tourism Management, Elsevier, vol. 33(3), pages 529-536.
    • Handle: RePEc:eee:touman:v:33:y:2012:i:3:p:529-536
    DOI: 10.1016/j.tourman.2011.06.002
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    References listed on IDEAS

    as
    1. Chang, Yu-Chun & Chen, Ching-Fu, 2011. "Identifying mobility service needs for disabled air passengers," Tourism Management, Elsevier, vol. 32(5), pages 1214-1217.
    2. Lovelock, Brent A., 2010. "Planes, trains and wheelchairs in the bush: Attitudes of people with mobility-disabilities to enhanced motorised access in remote natural settings," Tourism Management, Elsevier, vol. 31(3), pages 357-366.
    Full references (including those not matched with items on IDEAS)

    Citations

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    Cited by:

    1. Kefang (Nia) Tao & Po-Ju Chen, 2017. "Airline Passenger Safety or Customer Satisfaction?," International Journal of Business and Economics, School of Management Development, Feng Chia University, Taichung, Taiwan, vol. 16(2), pages 171-175, December.
    2. Marjan Kamyabi & Habib Alipour, 2022. "An Investigation of the Challenges Faced by the Disabled Population and the Implications for Accessible Tourism: Evidence from a Mediterranean Destination," Sustainability, MDPI, vol. 14(8), pages 1-18, April.
    3. Domínguez Vila, Trinidad & Darcy, Simon & Alén González, Elisa, 2015. "Competing for the disability tourism market – A comparative exploration of the factors of accessible tourism competitiveness in Spain and Australia," Tourism Management, Elsevier, vol. 47(C), pages 261-272.
    4. repec:jtr:journl:v:6:y:2013:i:1:p:9-33 is not listed on IDEAS
    5. Kim, Tae Hyun & Wu, Cheng-Lung & Koo, Tae-Ryang, 2017. "Implications of the ageing society and internationalisation for airport services: A perspective on passenger demand for personal space at airport terminals," Journal of Air Transport Management, Elsevier, vol. 60(C), pages 84-92.
    6. Budd, Lucy & Ison, Stephen, 2020. "Supporting the needs of special assistance (including PRM) passengers: An international survey of disabled air passenger rights legislation," Journal of Air Transport Management, Elsevier, vol. 87(C).
    7. Gitto, Simone & Mancuso, Paolo, 2019. "Brand perceptions of airports using social networks," Journal of Air Transport Management, Elsevier, vol. 75(C), pages 153-163.
    8. Bogicevic, Vanja & Yang, Wan & Cobanoglu, Cihan & Bilgihan, Anil & Bujisic, Milos, 2016. "Traveler anxiety and enjoyment: The effect of airport environment on traveler's emotions," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 122-129.
    9. Antwi, Collins Opoku & Fan, Chong-jun & Nataliia, Ihnatushchenko & Aboagye, Michael Osei & Xu, Hangyu & Azamela, John Coffie, 2020. "Do airport staff helpfulness and communication generate behavioral loyalty in transfer passengers? A conditional mediation analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    10. Trejbal Jan & Zelenka Josef, 2019. "Mobile Technologies as Support of Travelling of People with Disabilities," Czech Journal of Tourism, Sciendo, vol. 8(1), pages 65-79, June.
    11. Graham, Anne & Kruse, Willy & Budd, Lucy & Kremarik, Frances & Ison, Stephen, 2023. "Ageing passenger perceptions of ground access journeys to airports: A survey of UK residents," Journal of Air Transport Management, Elsevier, vol. 107(C).
    12. Tuchen, Stefan & Arora, Mohit & Blessing, Lucienne, 2020. "Airport user experience unpacked: Conceptualizing its potential in the face of COVID-19," Journal of Air Transport Management, Elsevier, vol. 89(C).
    13. Lyu, Seong Ok, 2017. "Which accessible travel products are people with disabilities willing to pay more? A choice experiment," Tourism Management, Elsevier, vol. 59(C), pages 404-412.

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