Challenge
Airports worldwide are seeing increasingly diverse passenger groups, among which passengers with mobility challenges make up a growing segment of airport travellers. This trend demands shifts in operations, including the quantity and complexity of passenger assistance, which is expected to increase in tandem with the demographic development. One of Europe’s largest airports is actively working to provide more autonomy in the travel experience for passengers with reduced mobility. In a pilot program, they enabled these passengers to use wheelchairs independently and be assisted by a travel companion instead of an airport employee.
Approach
Historically, airports have generally provided a standardised service experience that does not sufficiently account for individual passenger needs. However, the lack of targeted services leads to lower passenger satisfaction and loss of potential commercial opportunities. To optimally enhance the journey for passengers with reduced mobility, the airport in question needed insights into both users and non-users of the pilot program, as well as users of the existing assistance service. This was necessary to understand opportunities and barriers in order to improve the new program ahead of its full-scale implementation.
Resolution
Through stop interviews, observations and in-depth interviews, Epinion uncovered several valuable insights, including that many passengers were interested in the program, but few were aware of it beforehand. Additionally, many believed the program could grant certain groups of mobility-challenged passengers more freedom in the airport, making it easier to spend time in shops and restaurants. Based on these findings, Epinion presented recommendations regarding communication, operations, the wheelchairs themselves, and the availability of the program. These recommendations were aimed at further enhancing autonomy, increasing satisfaction, and promoting commercial opportunities for the target group.
