Impacts of Aging Travelers on Airports (2014)

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21 CONCLUSIONS The study indicates there is a general awareness of the issues facing the increasing number of aging and elderly air travel- ers. This is supported by the documentation on the subject and by discussions with airport personnel. Efforts are being made to address these issues, albeit in a somewhat ad hoc fashion. There are, however, obstacles to be overcome, including the capital and operational costs of implementation, potential dis- ruptions to ongoing operations, and the physical constraints of existing buildings. It appears clear that a concerted, inte- grated, and collaborative effort among airports, airlines, and other stakeholders will be required to satisfy the needs of the aging traveler without negatively impacting overall airport operations. Success will hinge on identifying a strong advo- cate for the elderly at each airport. The following summarizes key issues and the efforts cur- rently being made to address them: • Wayfinding—difficulties in negotiating the complex environment presented by airport roadways, parking facilities, and terminal buildings Solutions to wayfinding issues focus on efforts to improve public service signage as terminals are renovated or newly constructed; however, these efforts are often frustrated by pressure to generate revenue from commercial messages. Most airports have put a strong emphasis on volunteer helper programs, which they see as particularly beneficial to assist- ing older passengers through the airport. • Fatigue—the physical effort involved in standing, waiting in line, lifting heavy bags, and walking long distances The study indicates that relatively little is being done specifically to reduce the fatigue that aging and elderly passengers experience at an airport. Minor steps, such as acquiring shuttle buses with lower decks to facilitate board- ing and having agents come out from behind the check-in counter with hand-held devices to assist elderly people, are positive developments. The increasing availability of remote bag check and bag delivery services relieves the elderly traveler of difficulties handling luggage. All the surveyed airports have been adding seating at check-in, along concourses, in the bag claim hall, and at curbside. Organized motorized cart service used as “compact tran- sit” could also be helpful. Major improvements such as installation of flat plate claim devices, bag wells flush with the floor, and large flow-through elevators have not been generally adopted. • Technology and equipment—coping with the increas- ing use of automation, self-service machines, TSA passenger screening process, and using escalators and moving walks The study confirmed that there are different generations of “elderly” travelers, and that the youngest group is much more comfortable with technology than its predecessors. This should ease problems with self-service devices. The increasing use of smart phone apps for navigational purposes can be expected to assist future generations of tech-savvy older travelers. It is also anticipated that the TSA Pre Check program will be expanded, particularly for seniors, easing their way through security screening. Some newer terminals are reducing their reliance on escalators and the problems they represent by installing more elevators, ramps, and 1:20 sloping floors. • Amenities—the challenges of using congested conces- sions area and constricted toilet facilities The design of some amenities is still an issue for the elderly. There have been attempts to make retail and food service con- cessions, which are often very tightly arranged, more easily accessible. Toilet facility layout is still a major problem, though some airports are designing larger stalls and more “family” restrooms. The concept of universal design—making all ame- nities useable for everyone—has not yet taken hold. OPPORTUNITIES FOR FURTHER RESEARCH There are some opportunities for further research and creative thinking: • Research on the development of overall goals and objec- tives for accommodating the aging and elderly traveler, perhaps as a precursor to creating policy guidelines for the industry chapter eight CONCLUSIONS

22 • A survey of aging and elderly travelers to identify the issues they faced along their journey so that the pub- lished issues can be validated and expanded • Research on collaborative approaches between airports, airlines, and/or other stakeholders to better serve aging travelers and meet or exceed the requirements of the Air Carriers Access Act • Research into the design of future accommodations for aging travelers at airports • Research into the cost/benefits of catering to the needs of the aging traveler. • Investigating the concept of “elder tags” for checked baggage that would identify bags whose owners might need assistance in the bag claim hall • Identifying the opportunities and challenges of “com- pact transit,” whereby motorized carts are used not as an ad hoc back-up system for moving people but as a recognized and designated means of movement through the terminal for elderly and disabled passengers • Further examination of smart phone applications avail- able and being developed that would help the elderly in trip planning, wayfinding, and other travel issues