The National Academies Press

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From page 23... ... 23 3.1 Customer Experience In focus groups conducted as part of this research project, nearly all participants indicated that pretrip planning is a crucial aspect of a successful travel experience. Immediately after booking their flight, travelers begin to plan for the day of travel, looking at how early they need to arrive at the airport, which terminal their airline flies from, and the distance from Security to gate areas. Read the entire page →
From page 24... ... 24 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities All of the above assume that the content on these websites or apps is accessible to individuals with hearing or vision loss, intellectual disabilities, or the inability to hold a mouse to navigate a website. 3.2 Access to Information: Web and Mobile Web 3.2.1 Accessibility While ADA regulations that mandate a specific accessibility standard are still pending for Title II (state and local government) Read the entire page →
From page 25... ... Pretrip Planning 25 part of a legal settlement in Alameda, California, with regard to accessibility for voters who are blind (Feingold 2018) Read the entire page →
From page 26... ... 26 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities As a result of the CAA requirements, travelers with disabilities can now go to any UK airport website and easily find the detailed information they need. London Gatwick Airport's website features a diagram showing distances from arrival points to assistance reception, check-in, Security, departure lounge assistance, and gates (Figure 3-2) Read the entire page →
From page 27... ... Pretrip Planning 27 Another best practice is to organize accessibility content by disability type, which helps to dispel the belief that assistance services are just for PRMs. Examples include Los Angeles International Airport, which provides links to a wide variety of useful resources, as well as details on its own programs for specific disabilities, and Seattle–Tacoma International Airport, which launched a new website in 2018 (Figure 3-4) Read the entire page →
From page 28... ... 28 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities Report 177 describes text map principles and provides an example from Austin–Bergstrom International Airport (Harding et al. Read the entire page →
From page 29... ... Pretrip Planning 29 This includes not only basic information for the general public but also availability and location of any assistive technologies at the airport, should they be needed on the day of travel: • Visual paging; • Video remote interpreting (VRI) ; • Video payphones; • TTYs, especially if pay phones are no longer provided and these have been moved to information booths, as at San Francisco International Airport; and • Hearing loops, also known as induction loops. Read the entire page →
From page 30... ... 30 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities These options are discussed in later chapters. Many of the same features benefit travelers with dementia and post-traumatic stress disorder. Read the entire page →
From page 31... ... Pretrip Planning 31 U.S. airports that post social stories include Portland -- the first to do so -- and Minneapolis– Saint Paul (MSP) Read the entire page →
From page 32... ... 32 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities airports currently have a mobile app (up from 39 percent in 2017) , and 85 percent of airports plan to have a live app by 2021 (SITA 2018) Read the entire page →
From page 33... ... Pretrip Planning 33 wayfinding apps tested by the research team proved to be usable by people with a wide range of physical, sensory, and cognitive abilities. While outside the scope of this current research, it appears that this is still the case. Read the entire page →
From page 34... ... 34 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities beginning with pretrip preparation and ending after baggage claim. Based in Chicago, Infiniteach also creates social guides for museums, zoos, sports arenas, and other places of public accommodation. Read the entire page →
From page 35... ... Pretrip Planning 35 provides a form specifically for travelers with disabilities. Offering even more convenience, Denver International Airport also provides a phone number for those who prefer to text. Read the entire page →
From page 36... ... 36 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities 3.5 Prebooked Services The ability to prebook services benefits all travelers but especially older adults and individuals with disabilities who have additional needs and possibly more anxiety about their trip. Having services arranged and paid in advance can reduce stress on the day of travel. Read the entire page →
From page 37... ... Pretrip Planning 37 greeted curbside or at another arrival point of their choice, helping to bridge that initial gap in service prior to check-in. Arriving and connecting passengers are met at the gate. Read the entire page →
From page 38... ... 38 Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities from Can Do Canines are welcomed monthly through Security and onto the airport concourses but practice their inflight skills in a mock airplane to minimize logistical arrangements. The most well-known program, Wings for Autism/Wings for All, is an initiative of The Arc, a non-profit organization for people with intellectual and developmental disabilities. Read the entire page →

From page 23...

... 23 3.1 Customer Experience In focus groups conducted as part of this research project, nearly all participants indicated that pretrip planning is a crucial aspect of a successful travel experience. Immediately after booking their flight, travelers begin to plan for the day of travel, looking at how early they need to arrive at the airport, which terminal their airline flies from, and the distance from Security to gate areas.