ACRP has undertaken several syntheses and research projects to identify and study ways airports provide assistance to passengers with disabilities and aging travelers as they navigate through airports and use airport services. To date, airports have depended primarily on anecdotal evidence, such as the lack of customer complaints and limited feedback, to gauge the success of these services and programs. Considering the significance of these initiatives from both a customer service and a resource perspective, airports need better ways of measuring their effectiveness; however, such methods have not been developed for an airport setting. Research is needed to provide assess the state of the practice of these services and programs overall, and to assist airports’ decision making and implementation of services and programs to meet their unique situation.
The objective of this research is to prepare guidance to help airports develop, monitor, and assess programs for maximizing the travel experience of customers with disabilities. The guidebook should include the benefits and costs of each program, and recommendations on how to implement best practices.