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This study aims to analyze airline industry professionals’ work activity in assisting passengers with disabilities in identifying possible service improvements. Semi-structured interviews and observations of airport, airline, and service provider workers’ activity were carried out in 16 airports in the five Brazilian regions. The critical incident methodology was also adopted to map difficulties in providing services to passengers with disabilities and factors that facilitate service and operations. A descriptive, statistical analysis of the participants’ characterization data and thematic analysis of the interviews were performed. The following challenges were identified during the travel cycle: i) situations of non-accountability by families, which requires the follow-up by airline professionals; ii) non-boarding due to medical documentation requirements; iii) lack of follow-up or passengers’ embarrassment due to inadequate communication between professionals; iv) difficulties related to the lack of infrastructure or an insufficient number of employees; v) constraints and conflicts with passengers with disabilities who refuse to comply with security procedures; vi) accidents when boarding wheelchair users; viii) damage and loss of assistive equipment; viii) difficulties in handling situations involving people with mental disorders. Concerning service provision facilitators, people mentioned aspects related to i) airport infrastructure; ii) the training of employees to assist passengers; iii) availability of prior information before boarding. The analysis of airline transport professionals’ activity allowed gathering information to support processes to improve management related to the accessibility, airport infrastructure, assistance equipment, and services provided to passengers with a disability or reduced mobility. |
