Pilot Study: Exploring the Experiences of Passengers with Disabilities
Purpose and Initial Findings of Our Pilot Study
At Access-Air-Bility, our mission is to make air travel accessible and enjoyable for everyone, regardless of their abilities. To achieve this, we conducted a pilot study to gather detailed insights from travellers with disabilities about their experiences. This study aims to identify the challenges they face so that we can tailor our research for future projects.
We are currently in the process of writing the full report, which will be published in due course and will contain a more detailed analysis and discussion. In the meantime, we are excited to share some initial findings from our pilot study. These preliminary results provide a glimpse into the experiences of travellers with disabilities and highlight areas for improvement. For additional information about the responses, please click the arrows below.
Findings
A total of 11 respondents participated in the survey. However, one respondent left all survey questions unanswered and was therefore omitted from the data analysis, resulting in a final sample size of 10 respondents.
1. Demographic Information
The age distribution of respondents revealed a concentration in younger age groups:
Five respondents were aged 18–29.
Three respondents were aged 30–44.
One respondent was aged 45–49.
One respondent was over 60.
2. Type of Disability
Seven respondents identified as having a physical disability.
One had a hearing impairment.
One reported their mother (but not themselves) has mobility issues.
One respondent had both physical and learning/cognitive disabilities.
3. Overall Satisfaction with Airport Experience
Five respondents expressed dissatisfaction.
Two were satisfied.
Two were neutral.
One was very satisfied.
No participants indicated that they were very dissatisfied with their airport experience.
4. Challenges Faced at Airports
Qualitative analysis of responses to the open-ended question regarding challenges faced at airports revealed four key themes:
Time-Consuming Processes.
Inadequate Staff Training.
Communication Issues.
Variability in Support Quality.
Time-Consuming Processes
Respondents described lengthy delays and repeated explanations of their support needs. One participant noted: "It can all be very time-consuming. Some places have disability support, but they aren't always so quick to help. There's a lot of time spent explaining what support I need."
Another participant highlighted the significant time demands of navigating larger airports: "At larger airports, additional time allowance for those with restricted mobility is important to ensure you arrive at the gate on time."
Inadequate Staff Training
Respondents frequently cited a lack of staff training as a major problem, particularly at security. One reported: “I once experienced a security officer laugh at me because they thought it was funny that I was trying to bring liquid-based catheters in my hand luggage.”
Another described being "very rudely moved to one side" despite having a medical waiver clearly stated on their boarding pass."
Communication Issues
Poor communication contributed to negative experiences. Respondents mentioned feeling rushed and not being treated as individuals with specific needs. One commented: “Staff don’t always speak to me like an actual person. It can be hard.”
Another highlighted the difficulties in getting their voice heard: "I’ve had to wait so long before and it’s really hard to get your voice actually heard!"
And another said: “I think staff might need some support in their training and to make sure they listen to the passenger voice.”
Variability in Support Quality
Experiences varied widely depending on location and airport. While one respondent had a positive experience in India ("Mainly in India, support and assistance is available"), negative experiences were common in other locations.
5. Suggested Improvements
Responses to the open-ended question about suggested improvements revealed three key themes:
Improved Communication and Mobility Assistance.
Increased Staff Training and Numbers.
Enhanced Accessibility Features.
Improved Communication and Mobility Assistance
Respondents emphasised the need for clear communication and readily available, timely mobility assistance. They suggested proactive communication of walking times to gates and the availability of accessible facilities.
Increased Staff Training and Numbers
There were calls for more staff and enhanced training focused on empathy, understanding different disabilities, and effective communication. One respondent summarised this as: “Smoother service, have more staff on hand to help and to make sure they actually listen to the person who needs the help.”
Enhanced Accessibility Features
Suggestions included improved signposting, digitised information on airport facilities (accessible toilets, lifts, seating), and discrete security screening options for those with medical equipment. One respondent stated, "A discrete security screening option for people with medical equipment/disabilities. Preferably easy to navigate and access without the need to find someone or draw attention to oneself."
These initial findings highlight the significant challenges faced by travelers with disabilities and underscore the need for improved accessibility and support in air travel. We are currently writing the final academic report, which will provide more detailed analysis and discussion. Stay tuned for more insights and recommendations in the final report!
