National Academies Press: OpenBook

Communication Strategies for Airport Passenger Access and Mobility (2019)

Chapter: Chapter 2 - Objectives of the Report

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Suggested Citation:"Chapter 2 - Objectives of the Report." 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 8

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8 Airports must be proactive and innovative in order to successfully manage the predicted drastic increase in demand for air travel, coupled with demographic trends in aging, disability, and language proficiencies. New challenges will arise from the sheer volume of passengers using airports. The goal of this project is to document the current state of airport services, information, and communication practices in terms of maximizing accessibility for travelers with cognitive and sensory disabilities, aging travelers, and travelers with limited English proficiency. The objective of the project is twofold: to identify trends and current practices in airport services, programs, and communication tools that are intended to enhance access and mobility for travelers with cognitive and sensory disabilities, aging travelers, and travelers with limited English proficiency; and to provide suggestions for future communication strategies. The objectives are achieved through 1. Synthesizing existing literature on airports’ efforts to ensure communication of information to improve passenger access and mobility; and 2. Documenting current airport services, programs, and communication tools for travelers with cognitive and sensory disabilities, aging travelers, and travelers with limited English proficiency. Airline services that enhance travel experiences of passengers with cognitive and sensory disabilities, aging travelers, and travelers with limited English proficiency are included in this report when they are germane to airport services and programs. This report can provide value to all stakeholders. The report can serve as a guide for airport staff to have a clear understanding of existing airport practices and provide them with tools and resources that they can implement to improve passenger access and mobility at their own airports. Airlines may find the information useful when collaborating with airports to provide accessible services and programs. In addition, community organizations may find the report beneficial to their members who need assistance during air travel. C H A P T E R 2 Objectives of the Report

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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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