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From page 11... ... 11 This chapter presents the results of the literature review and interviews with representatives of airports, airlines, and community organizations for people with disabilities. New or more detailed information on accessibility needs emerged through interviews with community organizations, and they are reported in Section 4.1. Read the entire page →
From page 12... ... 12 Communication Strategies for Airport Passenger Access and Mobility In Flight • Ensuring clarity of in-flight audio system. • Captioning in-flight announcements needing more than just a safety card. Read the entire page →
From page 13... ... Results 13 in this project. If multiple airports and airlines interviewed in the study reported the same or similar services, programs, and tools, only one is featured based on (1) Read the entire page →
From page 14... ... 14 Communication Strategies for Airport Passenger Access and Mobility Service/Tool Function Especially Featured Smart color-coded LED lights (4.2.2.1.6) ♦ Inform customers of activities by their corresponding colors of lights in gate areas. Read the entire page →
From page 15... ... Results 15 Social Stories™ and mobile apps (4.2.2.5.2) ♦ Develop social stories (in print, on website, or mobile app) Read the entire page →
From page 16... ... 16 Communication Strategies for Airport Passenger Access and Mobility Service/Tool Function Especially Helpful for Featured Airport Disability Sensitivity Training (4.3.4) ♦ Train airport, airline, and concession staff and volunteers on how to serve customers with disabilities, aging adults, and those with LEP. Read the entire page →
From page 17... ... Results 17 Case Example 1 Minneapolis–Saint Paul Metropolitan Airports Commission (MAC) owns and operates seven airports in the Minneapolis–St. Read the entire page →
From page 18... ... 18 Communication Strategies for Airport Passenger Access and Mobility 4.2.1.2 Developing a Sense of Place at Airports Today's airports are transforming passenger experiences by creating a sense of place for passengers (Wattanacharoensil et al. Read the entire page →
From page 19... ... Results 19 Case Example 2 At Orlando International Airport (MCO) , super-narrow bezel video walls behind check-in counters create a visual canvas (Figure 6) Read the entire page →
From page 20... ... 20 Communication Strategies for Airport Passenger Access and Mobility Case Example 3 To engage customers, some airports have started to introduce music and arts in the terminals. Pittsburgh International Airport's (PIT's) Read the entire page →
From page 21... ... Results 21 Case Example 4 MCO is the first airport that fully deploys biometric matching for 100% of entries at CBP and exits at all of its international boarding gates (Figure 8) Read the entire page →
From page 22... ... 22 Communication Strategies for Airport Passenger Access and Mobility Case Example 6 Tracey is the robot (Figure 9) recently tested at Seattle-Tacoma International Airport (SEA) Read the entire page →
From page 23... ... Results 23 Case Example 7 Portland International Airport (PDX) has Pet Relief areas on both the airside and the landside. Read the entire page →
From page 24... ... 24 Communication Strategies for Airport Passenger Access and Mobility Case Example 8 Hartsfield-Jackson Atlanta International Airport (ATL) has installed over 800 dynamic, digital signs throughout the airport. Read the entire page →
From page 25... ... Results 25 Figure 13. Visual paging message screen at Minneapolis–Saint Paul International Airport. Read the entire page →
From page 26... ... 26 Communication Strategies for Airport Passenger Access and Mobility Case Example 12 Greater Rochester International Airport (ROC) installed 21 live gate cameras to provide a live cam feed of the gates that passengers can access through their mobile phones. Read the entire page →
From page 27... ... Results 27 wait time and facility availability are often installed at gates, TSA checkpoints, shuttle service points, parking, and bathrooms. 4.2.2.1.6 Smart color-coded LED lights. Read the entire page →
From page 28... ... 28 Communication Strategies for Airport Passenger Access and Mobility Case Example 14 The smart restroom system at ATL uses colored lights to indicate if the stalls are in use or vacant (Figure 18, left) Read the entire page →
From page 29... ... Results 29 Figure 20. TDD phone at Louis Armstrong New Orleans International Airport (MSY) Read the entire page →
From page 30... ... 30 Communication Strategies for Airport Passenger Access and Mobility Case Example 16 SEA recently debuted a creative solution when it installed portable hearing loop devices in the gate and information booth areas. Portable hearing loops are ideal for person-to-person communication in a close vicinity. Read the entire page →
From page 31... ... Results 31 Figure 22. Hearing loop signs on flight information display screens at Seattle-Tacoma International Airport. Read the entire page →
From page 32... ... 32 Communication Strategies for Airport Passenger Access and Mobility Case Example 19 Recently, ROC has been testing and deploying an innovative tablet at all passenger ticketing counters, car rental counters, gate counters, and food concessions with software called MotionSavvy, developed by a former student at the National Technical Institute for the Deaf at the Rochester Institute of Technology. The program recognizes American Sign Language and then translates the ASL into voice or text, making it easier for a deaf passenger to communicate with airport staff (Figure 25) Read the entire page →
From page 33... ... Results 33 Figure 26. AMTRAK Quik-Trak kiosks (Source: Screenshot of Assistra Technologies website, http://assistratech.com/images/ amtrak_800.jpg, accessed on February 15, 2019) Read the entire page →
From page 34... ... 34 Communication Strategies for Airport Passenger Access and Mobility Case Example 20 In recent years, some airports have installed automated passport control (APC) kiosks. Read the entire page →
From page 35... ... Results 35 Case Example 21 Working with airlines, McCarran International Airport offers self-service check-in kiosks to passengers, and all of these kiosks are ADA compliant (Figure 29) Read the entire page →
From page 36... ... 36 Communication Strategies for Airport Passenger Access and Mobility Figure 30. United Airlines' explanation of how their airport kiosks can be accessed by passengers with visual impairments and passengers with limited English proficiency (Source: Screenshot of United Airlines website, https://www.united.com/web/en-US/content/travel/airport/kiosks/default.aspx, accessed on February 15, 2019) Read the entire page →
From page 37... ... Results 37 reservations, flight status, interactive terminal maps (e.g., American Airline's app [Figure 33] includes terminal maps for over 30 different airports in the United States) Read the entire page →
From page 38... ... 38 Communication Strategies for Airport Passenger Access and Mobility Case Example 24 Delta Airlines' mobile app not only offers the features for booking, flight status check, bag tracking, airport maps, and a parking reminder, it also shows detailed information on its fleet (Figure 34) Read the entire page →
From page 39... ... Results 39 Case Example 25 The MCO mobile app is designed with people with disabilities in mind. Available in the Apple App Store and Android Store, MCO uses beacon technology to provide turn-by-turn indoor navigation (Figure 35) Read the entire page →
From page 40... ... 40 Communication Strategies for Airport Passenger Access and Mobility Case Example 27 Many airports work collaboratively with airlines and TSA to host Wings for Autism®, a program initiated by The Arc, an organization that supports people with cognitive disabilities. Wings for Autism is an airport familiarization program specifically designed for people with ASD, for whom airports are frequently highly stressful environments. Read the entire page →
From page 41... ... Results 41 Case Example 29 Delta Airlines has partnered with the Shepherd Center in Atlanta for over 20 years to help educate and prepare people for air travel post-injury through monthly tours offered at ATL. These tours accommodate up to seven individuals with a new spinal cord injury, traumatic brain injury, or neurological diagnosis, along with their caregivers. Read the entire page →
From page 42... ... 42 Communication Strategies for Airport Passenger Access and Mobility 4.2.2.5.2 Social Stories™ and mobile apps. Some airports have developed Social Stories or mobile apps based on Social Stories to help people with cognitive disabilities or children with ASD to get to know what it is like to go through an airport and get on a flight. Read the entire page →
From page 43... ... Results 43 Case Example 31 Working with Infiniteach, MSP has launched its own app called Navigate MSP, which was designed for families with children with ASD or other cognitive disabilities. The app uses videos to help children to visualize the experience of air travel (Figure 39) Read the entire page →
From page 44... ... 44 Communication Strategies for Airport Passenger Access and Mobility Case Example 32 Portland International Airport (PDX) developed "Let's Fly,"a storybook that teaches potential travelers about how the airport works (Figure 41) Read the entire page →
From page 45... ... Results 45 4.2.2.5.3 Therapy animal programs. Read the entire page →
From page 46... ... 46 Communication Strategies for Airport Passenger Access and Mobility Figure 43. Screenshot of how Aira works at Memphis International Airport (Source: Screenshot of Memphis International Airport website, http://www.flymemphis.com/aira, accessed on April 16, 2019) Read the entire page →
From page 47... ... Results 47 Although it is crucial to understand the needs of customers with disabilities, it is also important not to jump to conclusions, and making this distinction is an important aspect of sensitivity training. A common theme among the interviewees about services provided for people with disabilities is that employees are trained to identify people who look like they are having trouble wayfinding or are lost. Read the entire page →
From page 48... ... 48 Communication Strategies for Airport Passenger Access and Mobility Several airport representatives commented that it may not be well known, but wheelchair providers at many airports can also escort people who may not need a wheelchair but may need other assistance going through security and to the gate. Family members of passengers who need mobility, sensory, or cognitive assistance can also ask the airline to issue a temporary pass to accompany the passenger to gate. Read the entire page →
From page 49... ... Results 49 service staff, or concessionaires. When needed, the multilingual staff will be contacted for immediate help. Read the entire page →
From page 50... ... 50 Communication Strategies for Airport Passenger Access and Mobility Case Example 34 Alaska Airlines' website provides clear and detailed accessibility information organized by type of accessibility need: developmental and intellectual disabilities, hearing, mobility, vision, etc. (Figure 46) Read the entire page →
From page 51... ... Results 51 Case Example 35 Several airports emphasized their effort to ensure that accessibility information is only one click away from the homepage. For example, the wheelchair symbol on the homepage of ATL links directly to the accessibility page (Figure 47) Read the entire page →
From page 52... ... 52 Communication Strategies for Airport Passenger Access and Mobility Case Example 36 MCO's accessibility information is also one click away from the homepage. The accessibility webpage provides a map and uses pictograms to indicate services available (Figure 48) Read the entire page →
From page 53... ... Results 53 Case Example 37 Boston Logan International Airport's (BOS's) accessibility page on the website includes distances in feet from curb to ticket counter in all terminals (Figure 49) Read the entire page →
From page 54... ... 54 Communication Strategies for Airport Passenger Access and Mobility Case Example 38 To address the needs of some passengers with limited English proficiency, IAH's website is fully supported in three languages: English, Spanish, and Chinese. Figure 50 shows the estimated times for international processing in Chinese. Read the entire page →
From page 55... ... Results 55 Case Example 39 IAH's interactive map uses the Locus Labs indoor location platform to provide directions with estimated walk time and security wait time (Figure 51) Read the entire page →
From page 56... ... 56 Communication Strategies for Airport Passenger Access and Mobility Case Example 40 PIT's website offers real-time information on security wait time and parking vacancies (Figure 52) , although the parking information is not specific to availability of accessible parking. Read the entire page →
From page 57... ... Results 57 Case Example 41 To achieve MSP's goal of providing equitable services for travelers with disabilities, MSP has formed a Travelers with Disabilities Advisory Committee (TDAC) , along with a Travelers Advisory Committee (TAC) Read the entire page →
From page 58... ... 58 Communication Strategies for Airport Passenger Access and Mobility Figure 53. Ready.Set.Fly. Read the entire page →
From page 59... ... Results 59 4.3.4 Disability Sensitivity Training Several people commented that current services and technologies available for airlines and airports may sometimes fall short of expectations of customers with disabilities, especially for passengers with cognitive disabilities and aging travelers. Customer service agents and volunteers are the best option to fill in these service gaps. Read the entire page →
From page 60... ... 60 Communication Strategies for Airport Passenger Access and Mobility Case Example 45 (Continued) Figure 55. Read the entire page →

From page 11...

... 11 This chapter presents the results of the literature review and interviews with representatives of airports, airlines, and community organizations for people with disabilities. New or more detailed information on accessibility needs emerged through interviews with community organizations, and they are reported in Section 4.1.