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70 A P P E N D I X A Questionnaire for Airlines and Airports (Same Questions) Interview Protocol for Airports The Airport Cooperative Research Program (ACRP) has recently developed guidance for airports on wayfinding, airport signage, and improving access for people with disabilities and limited English proficiency. We are on a team to compile additional practices on how airports, airlines, and others communicate travel-related information that assist users to maximize their cognitive and sensory abilities to navigate and use airport services, programs, and facilities. The final report of the synthesis should assist airport staff in obtaining a clear understanding of existing airport and airline best practices, and provide them with tools and resources they can implement to improve passenger experiences at their own airports. Community organizations may also find the report beneficial to their members who need assistance during air travel. The interview averages about 30â45 minutes and you can withdraw from the conversation whenever you want. Information we collect from all the participants will be aggregated for analysis to maintain anonymity in reporting. If we have your permission at time of the interview, we will highlight your practices/input in the final report. We need to record the conversation for data analysis purposes only and all recording files will be deleted after the study is completed. You will be asked at time of the interview if you give us permission to record the interview, and whether you and your airport would like to be acknowledged in the final report. Interview Questions for Airports 1. Currently, what services or information does your airport provide to ensure quality travel experiences of travelers who: a. are deaf or hard of hearing? b. are blind or with low vision? c. have cognitive disabilities? d. are seniors? e. have a limited English proficiency?
Questionnaire for Airlines and Airports (Same Questions) 71 Please think about the services or information available for parking, arrival, departure and connecting data and assistance, dropoff, pickup, and waiting area attributes, passenger amenities, ground transportation, walking, mobility aids, and other mobility conveyances. 2. How do you communicate the above service/information to each group of travelers? Any specific practices and tools your airport uses to help each of these groups to best use your services, programs, and facilities while traveling? 3. Are you exploring or testing any new tools/services/programs/technologies that have the potential to maximize the cognitive and sensory abilities of older adults, people with disabilities, and people with limited English proficiency? If yes, please describe in detail. 4. How will these new services/programs/technologies be communicated to travelers with limited cognitive and sensory abilities (e.g., older adults, people with disabilities, and limited English proficiency travelers)? 5. Does your airport collaborate with airlines or community-based organizations to ensure quality travel experience of aging adults, travelers with disabilities, and limited English proficiency travelers? If yes, please explain. 6. What do you think are the benefits of implementing the information communication strategies you have described? Does your airport have any data/evidence (surveys, sales, marketing, etc.) to show the benefits? 7. If another airport would like to improve the air travel experience of their customers with disabilities, limited English proficiency, or aging adults, what advice would you like to give them? Any lessons learned? 8. What challenges are still unresolved when trying to maximize the cognitive and sensory abilities of older adults, people with disabilities, and people with limited English proficiency? 9. Do you have any pamphlets, manuals, checklists, cheat sheets, or other documents that can help other airports? 10. Do you suggest us to contact another employee who may be able to provide additional information related to this topic? Provide contact information: __________________
