National Academies Press: OpenBook

Communication Strategies for Airport Passenger Access and Mobility (2019)

Chapter: Appendix B - Questionnaire for Community Organizations

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Page 72
Suggested Citation:"Appendix B - Questionnaire for Community Organizations." National Academies of Sciences, Engineering, and Medicine. 2019. Communication Strategies for Airport Passenger Access and Mobility. Washington, DC: The National Academies Press. doi: 10.17226/25640.
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Page 72
Page 73
Suggested Citation:"Appendix B - Questionnaire for Community Organizations." National Academies of Sciences, Engineering, and Medicine. 2019. Communication Strategies for Airport Passenger Access and Mobility. Washington, DC: The National Academies Press. doi: 10.17226/25640.
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Page 73

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72 A P P E N D I X B Questionnaire for Community Organizations Interview Protocol for Community Organizations 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 project 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 30-45 minutes and you can withdraw from the conversation whenever you want. We need to record the conversation for data analysis purposes only and the audio recording file will be deleted after the study is completed. Is it okay for us to record the conversation? May we acknowledge you and/or your airport for the time and expertise you are sharing? Specific interview questions are: Interview Questions to Community Organizations 1. What is the main function of your organization? 2. Have you collaborated with airports/airlines in order to maximize the cognitive or sensory ability of your members? If yes, what is it? 3. Needs of your members when they travel by air: Think about the journey from traveling to the airport, parking, dropoff, pickup, waiting, walking to the check-in counter and then to the gates, enplaning and deplaning, baggage claim, assistive device, ground transportation, etc. What information does a typical member of your organization need when traveling by air?

Questionnaire for Community Organizations 73 6. What are some of the services/innovations that have helped your members to overcome barriers during air travel? 7. What information do you think an airport can offer to maximize the cognitive/sensory ability of your members when navigating and using airport services, amenities, and facilities? 8. What information/service do you think airlines should offer to improve their services for your members? 9. Any other insights? 4. What barriers/difficulties do your members often encounter when traveling by air, at airport, and on flight? 5. How does your organization help your members have a great travel experience? Do you offer any services, programs, and/or information? Please explain in detail.

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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: Airports’ current efforts to improve passenger access and mobility follow three key trends: commitment to seamless customer experience, developing a sense of place at airports, and improving efficiency and personalized service through the use of technology such as biometrics, robotics, and artificial intelligence.

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