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

Yu Chun Chang, Ching Fu Chen

研究成果: Article同行評審

65 引文 斯高帕斯(Scopus)

摘要

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.

原文English
頁(從 - 到)529-536
頁數8
期刊Tourism Management
33
發行號3
DOIs
出版狀態Published - 2012 6月

All Science Journal Classification (ASJC) codes

  • 發展
  • 運輸
  • 旅遊、休閒和酒店管理
  • 策略與管理

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