BACKGROUND

For wheelchair users, the airport experience can often be challenging and frustrating. A survey conducted by Paralyzed Veterans of America in 2022 found common issues include negotiating check-in, locating an agent for assistance if needed, clearing security, navigating to the gate, and boarding the aircraft. This experience is often complicated by the fact that users may be separated from their wheelchair, and, during this time, the wheelchair may be lost, damaged, or delayed. ACRP Research Report 210: Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities (2020) and other research have identified many of these barriers, but it is unclear if current strategies to address these challenges are successful and if additional strategies may be needed. Research is needed to develop resources to assess current practices and improve the wheelchair user experience at airports with safety, empowerment, and dignity.

OBJECTIVE

The objective of this research is to develop a handbook to help airport industry practitioners meet the needs of wheelchair users and enhance their personal safety, empowerment, and dignity. The handbook should allow practitioners to adapt guidelines and recommended practices to their unique conditions (e.g., airport size, resource availability, governance structure, and applicable laws).

The handbook should include at a minimum:

• Primer (approximately 10 to 15 pages) summarizing federal regulations (e.g., ADA, Air Carrier Access Act, Section 504 of the Rehabilitation Act), including legal responsibilities and resulting service gaps relative to meeting the needs of wheelchair users throughout their journey; traveler demographic trends; current state of practice; current and emerging technologies; description of the parallel journey of the wheelchair user and the wheelchair (and related assets); and understanding of the concepts of safety, empowerment, and dignity within the context of air travel for wheelchair users.
• Quickstart guide for using the handbook.
• Guidelines, tools (e.g., checklists, decision trees, flowcharts), and recommended practices to help identify, evaluate, select, and implement solutions to provide a positive experience for passengers using personal wheelchairs and wheelchair services throughout their journey. The guidelines and recommended practices should consider, at a minimum:
  • Ensuring compliance with applicable federal, state, and local laws;
  • Meeting the obligations and requirements of shared customer service responsibilities throughout the customer journey;
  • Assessing current state of facilities and services relative to meeting the needs of wheelchair users (including gaps, barriers, and pain-points);
  • Accommodating unplanned wheelchair requests;
  • Using innovative technology;
  • Communicating with customers about available programs and procedures to help them prepare for and successfully undertake their journey;
  • Improving communication and information sharing among customers and stakeholders (e.g., passengers, airlines, TSA, CBP, service providers, concessionaires) to address gaps in service;
  • Supporting prompt, safe, and efficient handling of personal wheelchairs and related assets;
  • Incorporating recommended practices into an airport’s policies and procedures; and
  • Improving facilities and technologies (both front-of-house and back-of-house).
• Representative case study examples.

 STATUS: Research is underway.