Minneapolis–St. Paul International Airport: Instilling a culture of accessibility for people with disabilities that goes above and beyond requirements

Phil Burke and John Welbes
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Phil Burke: Assistant Director, Customer Experience, Metropolitan Airports Commission, USA

Journal of Airport Management, 2018, vol. 12, issue 2, 198-206

Abstract: This paper explores the work done at Minneapolis–St. Paul International Airport to promote outreach and responsiveness to accessibility issues for people with disabilities. In recent years the airport established the Travelers with Disabilities Advisory Committee (TDAC) in an effort to go above and beyond in making the facility as accessible as possible. The paper details the management ideas behind the committee, its composition and the highlights of its work to date. The paper also touches on how accessibility problems are identified, how interaction with the TDAC influenced certain projects and what changes were made to remove barriers and improve airport accessibility. Results are discussed in terms of real-world solutions that have led to improvements for people with disabilities in the areas of transportation, services and communication within the airport.

Keywords: accessibility; disabilities; airport governance; customer service (search for similar items in EconPapers)
JEL-codes: M1 M10 R4 R40 (search for similar items in EconPapers)
Date: 2018
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Citations: View citations in EconPapers (1)

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Persistent link: https://EconPapers.repec.org/RePEc:aza:jam000:y:2018:v:12:i:2:p:198-206

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