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Page 9
Suggested Citation:"Chapter 3 - Methodology." 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 9
Page 10
Suggested Citation:"Chapter 3 - Methodology." 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 10

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9 To accomplish the objectives of the synthesis, the research team conducted an extensive review of relevant literature from academic journals, industry and government reports, previous ACRP studies, and selected airport and airline websites. In addition, semi-structured inter- views were conducted among three groups of stakeholders: airports, airlines, and community groups who are knowledgeable about passenger needs. Twenty-six airports were contacted (12 large hubs, 9 medium hubs, and 5 small hubs) to be interviewed. These airports were selected based on their size, location, and existing services or programs available for travelers with disabilities. Hub sizes are determined based on the FAA’s CY 2017 Passenger Boarding Data (Federal Aviation Administration 2018). Figure 4 illustrates the 15 airports that completed the interview, by hub size, representing 7 of the 9 FAA regions. Airlines and community organizations listed in Table 1 were also interviewed as collaborators and stakeholders of airports. Airlines and community organizations were selected from the contacts of the project’s expert panel. The lead member of the team also attended the Universal Access in Airports Conference hosted by the Open Doors Organization in August 2018 and conducted group sessions and face-to-face interviews. All other interviews were conducted over the telephone except one interview, which was provided in written format as preferred by the respondent. Thirty-four respondents participated in the interviews, representing 15 airports, 5 airlines, and 6 community organizations. The phone interviews on services for travelers with limited English proficiency ranged from 30 to 75 minutes, and interviews were audio recorded for note-taking purposes. Consent for the recording was obtained from all participants before the interviews. The interview questions are included in Appendices A and B. All airlines and airports were represented in interviews by respondents who are experts on the airline’s or airport’s services, information, and communication tools available to people with disabilities. C H A P T E R 3 Methodology

10 Communication Strategies for Airport Passenger Access and Mobility Figure 4. Airports interviewed in the project. Airlines Interviewed Alaska Airlines American Airlines Hawaii Airlines JetBlue Southwest Airlines Organizations Interviewed Arc of San Francisco (ARCSF) Independent Living Resource Center San Francisco (ILSF) National Association of the Deaf Hearing Loss Association of America National Federation of the Blind LightHouse for the Blind and Visually Impaired Table 1. Interviewed airlines and community organizations.

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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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