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Access to relevant, precise, and timely information is crucial for a pleasant experience in air travel. Travelers with cognitive and sensory disabilities, aging travelers, and travelers with limited English proficiency need alternative approaches to those provided for general travelers for accessing and communicating air travel information.

The TRB Airport Cooperative Research Program's ACRP Synthesis 101: Communication Strategies for Airport Passenger Access and Mobility details how airports and airlines are leading the way in developing new and creative services to provide information and thus enhance passenger access and mobility.

Among the report's findings are the following. Airports’ current efforts to improve passenger access and mobility follow three key trends: commitment to seamless customer experience, development of a sense of place at airports, and improvement of efficiency and personalized service using technology such as biometrics, robotics, and artificial intelligence.

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Suggested Citation

National Academies of Sciences, Engineering, and Medicine. 2019. Communication Strategies for Airport Passenger Access and Mobility. Washington, DC: The National Academies Press. https://doi.org/10.17226/25640.

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Publication Info

86 pages |  8.5 x 11 |  DOI: https://doi.org/10.17226/25640
Chapters skim
Front Matter i-viii
Summary 1-2
Chapter 1 - Introduction 3-7
Chapter 2 - Objectives of the Report 8-8
Chapter 3 - Methodology 9-10
Chapter 4 - Results 11-60
Chapter 5 - Keys to Success and Future Directions 61-63
Chapter 6 - Conclusions 64-64
References and Bibliography 65-69
Appendix A - Questionnaire for Airlines and Airports (Same Questions) 70-71
Appendix B - Questionnaire for Community Organizations 72-73
Appendix C - Navigating MSP Program 74-74
Appendix D - SFO Disability Awareness Training Program 75-78

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