TY - JOUR
T1 - Meeting the needs of disabled air passengers
T2 - Factors that facilitate help from airlines and airports
AU - Chang, Yu Chun
AU - Chen, Ching Fu
N1 - Funding Information:
We would like to thank Professor Chris Ryan and three anonymous reviewers for their constructive comments, Li-Bo Lee for his excellent research assistance as well as all those who participated in the study. We are grateful to the National Science Council of Taiwan, ROC for financial support received under grant NSC97-2221-E-019-031-MY2 .
PY - 2012/6
Y1 - 2012/6
N2 - 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.
AB - 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.
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U2 - 10.1016/j.tourman.2011.06.002
DO - 10.1016/j.tourman.2011.06.002
M3 - Article
AN - SCOPUS:84455161066
SN - 0261-5177
VL - 33
SP - 529
EP - 536
JO - Tourism Management
JF - Tourism Management
IS - 3
ER -