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CASTRO; ESPÍRITO SANTO JR; BALASSIANO.

UNDERSTANDING THE CONSTRAINTS OF PEOPLE WITH SPECIAL NEEDS
IN THE AIRPORT ENVIRONMENT

Rafael Teixeira de Castro, M.Sc.
Respício A. Espírito Santo Jr., D.Sc.
Ronaldo Balassiano, Ph.D.

Federal University of Rio de Janeiro
Ilha do Fundão, Cidade Universitária – Rio de Janeiro/RJ, Brazil
+55 21 7700 1870
rafatcastro@yahoo.com.br
respicio@institutocepta.org
ronaldo@pet.coppe.ufrj.br

The difficulties faced by people with special needs in air transport are countless. Many
authors have investigated this issue. However, only few researches were dedicated to
observing, perceiving and listening to these individuals’ needs. On the other hand, several
authors have continuously focused on the analysis of legislations and daily practices. The
main purpose of this study is to understand the experiences of people with special needs
at the boarding and unboarding processes at airports. The methodology used was a
qualitative exploratory research based on questionnaires and interviews to people with
mobility impairments in partnership with NGOs in the city of Rio de Janeiro. The
preliminary findings point to the essentiality of airport planners, designers and managers
thinking about the particulars of each type of disability and review their training methods.
The initial findings support the concept that listening to these customers, learning about
their differences and how to deal with them, is of great importance for the development
of airport facilities that are accessible to all forms of persons with special needs.
Key words: people with special needs, air transport, tourism, strategic transport planning.

1. INTRODUCTION.

The accessibility of people with special needs (PSN) to air transport and tourism is a
subject still neglected by researches of these areas. Only a few researches that focus on
the interaction between PSN and tourism have been published. Most part of the studies
was developed in the late 80’s and early 90’s and returned to be widely discussed around
the years 2000 (Yau et al, 2004; Burnett and Bender-Baker, 2001). Darcy (2002) explains

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that there are some studies revealing the PSN’s choice of transport mode, however,
without a tourism background. It is known that the touristic experiences are
comprehended by a large number of components which when combined, result in
experiences that can add both positive and negative moments to the tourists.

The amount of people who have some kind of special need is fairly representative. In the
United States, 54.4 millions of people, 18.7% of the total population, had some type of
disability in 2005 (U.S. Census Bureau, 2008). This number tends to double and reach the
100 millions of people by the year 2030 (Yau et al, 2004). In the United States, these
people have a good economical condition, which was a surprise for most of the
marketers.

In Brazil, the IBGE (Brazilian Institute of Geography and Statistics) revealed in the 2000
Census that approximately 14.5% of the total population, 24.6 millions of people, has a
disability. In this Census data were collected according to type of disability – visual,
hearing, mental, physical and multiple disabilities. Due the size of this social group, not
only the markets, but also the literatures of tourism and transport have been increasing
gradually their concern about this subject. (Poria et al, 2009; Page, 1999).

Physical accessibility is to provide access to spaces, urban properties and equipments,
transport services and communication to everyone, regardless of any limitation they
might have whether temporary or permanent, with safety and autonomy (Ministério do
Turismo, 2006).

Based on the definition above, accessibility is an act of social inclusion of these people
who for some reason have become individuals needing special care. As so, to use the
resources available for the society they need several adjustments according to the
difficulties of each.

The transport sector is of great importance on the social inclusion of PSN since the right
to come and go is guaranteed not only by the Child and Adolescent Act but also by the

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Brazilian Federal legislation. There is also the Universal Declaration of Human Rights
which says that every human being has the right to leisure and vacation travels, enabling
tourism and leisure trips.

The purpose of this paper is to explore the experiences of people with special needs in the
airport environment. Air transport is responsible for a long-haul transport service,
overcoming great distances in shorter time with a cruising speed greater than the other
modes. It is noteworthy that with the advent of the airline industry a greater number of
people have been allowed to get to destinations farther away from their origins,
developing the massive tourism industry. For all its features this mode has become very
important for cruising barriers not cruised by the others. Furthermore, with the
popularization of air transport by the emergence of the low cost/low fares airlines, a
continually larger number of people are being able to have their first air trips.

The increase in passenger numbers is also applicable to the PSN. Since the tickets are
getting cheaper they are also travelling more. Therefore, the airlines and airports must be
prepared to host these customers and also meet their expectations. But who are these
people and how to deal with them in an airport environment?

2. WHO ARE THE PEOPLE WITH SPECIAL NEEDS?

The definitions of people with special needs (PSN) are usually linked to international
bodies such as the WHO (World Health Organization) and the UN (United Nations). The
last one, in 1975, published the Declaration on the Rights of Disabled Persons with the
aim that this document should be used as a common basis for the protection of such
rights. The organization defines “disabled people” as those who are unable to ensure their
own needs for a normal life due to a disability (UN, 1975). From this moment on, several
other international organizations were encouraged to not only conceptualize but also
quantify the disabilities. The PSN are classified as follow (ANAC, 2007):
• Physical Disability: Modification of all or part of one or more human body parts
that may impair physical function. This may occur in different forms such as

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paraplegia (loss of the movement of the lower limbs), paraparesis, monoplegia,
tetraplegia, tetraparesis, amputations, dwarfism etc.
• Hearing Disability: Bilateral loss, partial or total, of 41 decibels or more proved
by audiogram in the following frequencies: 500Hz, 1000Hz, 2000Hz and
3,000Hz.
• Visual Disability: Characterized by blindness as visual acuity equals to or less
than 0.05 in the lower eye, with the best optical correction; low vision with acuity
between 0.3 and 0.05 etc.
• Learning Disabilities: Characterized by people who have a below average of
intellectual functioning detected before the age of eighteen and disabilities related
to two or more of the following adaptive skills: communication, personal care,
social skills, use of community resources, health and safety, academic skills, work
and leisure.
• Multiple Disabilities: Occurrence of two or more impairments at the same time.

However, the PSN are not only the disabled ones. Elderly persons, pregnant women and
people with temporary impairments are also included (Aguirre et al, 2003). The PSN are
every people who are facing social barriers that limit their activities temporarily or
permanently in need of special attention (Goulart, 2007).

The stigmas about PSN are huge. The society with their implicit rules of an ideal human
being, have the power of segregation of individuals who do not agree with this ideal. The
appreciation of these social differences is a major determinant pattern that includes PSN
in an exclusion process.

The inclusion of PSN to the society is highly influenced by the social environment. Thus,
the social inclusion is defined by Sassaki (2002) considering the whole society and
pointing it as responsible for allowing the PSN to live in common areas as the other
people by the adoption of accessibility in every situation of coexistence. Basically, the
social inclusion looks forward a community that welcomes everyone, regardless the
differences.

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However, PSN are usually integrated to the societies and this is commonly confused with
social inclusion. When someone is integrated to the society it admits the existence of the
inequalities and permits persons who somehow are able to adapt themselves to the social
environment to make part of it. The integration of PSN does not require major changes of
the communities (physical, behavioral and attitudinal changes) and does not satisfy fully
these individuals’ rights. The result of this process is the isolation with the creation of
associations and nongovernmental organizations (NGOs).

The reduction of discrimination takes a long time considering that it depends on many
social changes. Krippendorf (2000) considers that “the change is effective only when it
climbs all the steps, and it can not be forced, but encouraged at the most”. In order to
have a normal life, changes are needed in every level. In the airport environment this is
not different. A huge number of PSN are challenged every day by processes of boarding
and unboarding aircrafts around the world so they can enjoy their tourism experiences.

3. PEOPLE WITH SPECIAL NEEDS IN THE AIRPORT ENVIRONMENT.

One of the biggest challenge of the accessibility or the lack of it is to develop inclusive
practices which permit the daily living together of disabled people and non-disabled ones
in the same spaces. Only the constant contact could allow the community to change their
behavior and accept the excluded groups. Thus, some of the major barriers found in air
transport of PSN (which could also be seen as needed actions to improve the system) are
(United Nations, 2003): availability of accessible transfer services from and to the
airports; meeting points conveniently located close to the terminals’ entrances; suitable
airport facilities such as toilets, phones, banks etc; flight information systems accessible
for people with hearing and visual disabilities; airlines’ information management about
the specific needs of the passengers; the huge distance between the check-in counters and
the gates; loss of the travel independence; methods of boarding and unboarding the
aircrafts; ground staff training on physical manipulation of people with disabilities; seat
locations; availability of seats with retractable arms; health issues during the flights; lack
of accessible toilets in the aircrafts; rules and laws on transportation of equipments such

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as batteries for electric chairs and oxygen flasks; loss and damage of the equipment,
among others.

As seen, air travels are a real challenge for PSN. They have many issues to think about
before the trip day that the non-disabled people do not have to worry about. But there are
some strategies that can make these moments less stressful. Three of them are the
universal design, the wayfinding and training.

The universal design is the design of environments, products, information,
communication and policies usable by all people, to the greatest extent possible, and
operates in a wide variety of situations without any special adaptation. The concept also
called as “Inclusive Design”, “Design for all” or even “Human-Centered Design” is not a
style but an orientation about the responsibility on the user experience (IHCD, 2009). In
order to provide this inclusive atmosphere the universal design has seven principles:
equitable use, flexibility in use, simple and intuitive use, perceptible information,
tolerance for error, low physical effort and size and space for approach and use.

The Vancouver International Airport, in Canada, is a great example of the universal
design applicability in air transportation. Since 1992, the Vancouver Airport Authority
has been working to meet all requirements of the accessibility standards (Vancouver
Airport Authority, 2010). However, because of the Olympics and Paralympics Games
hosted by the city in 2010, some changes were made. The emphases of the project were
the costumers’ experiences and the airport as the city ambassador. Some of the resources
used in the airport are listed in Table 1.

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Table 1: Universal Design at Vancouver Intl. Airport.
MOBILITY RESOURCES
* Complete physical access throughout via ramp or elevators;
* Numerous moving walkways;
* Low writing shelves and toe clearances at all check-in counters;
* Dedicated passenger drop-off and pick-up zones;
* Emergency buttons in UD washrooms.
VISUAL ASSISTANCE RESOURCES
* Dynamic high-definition high-contrast signage that automatically rotates
between several different languages;
* Braille/Tactile lettering on all service rooms;
* Audible floor callers in elevators;
* Audible readers via phone handset at all flight-information and baggage-
information displays.
AUDITORY ASSISTANCE RESOURCES
* Visual fire alarms/strobes;
* Emergency message video override;
* TTY phone in key public areas;
* Microphone volume controlled handset at all check-in/service counters.
Source: IHCD, 2009.

Another important resource is the wayfinding. Hunter (2009) explains that the concept of
wayfinding covers information gathering and decision making which people use to guide
and move themselves in a space. Successful wayfinding systems must allow people to be
able to: (1) Set their position within the environment; (2) Set their destination; (3) Make
out a plan that allows the movement between the origin and destination points and; (4)
Execute the action plan and negotiate any necessary changes.

A very important part of the wayfinding process is the development and use of the
cognitive map, which is the mental representation of a space. It is the image someone has
of an environment in the memory and how to move in this place. The cognitive map is a
spatial internal representation that an individual has of points, lines, areas and surfaces
that are learned, experienced and recorded in quantitative and qualitative formats which
works as guides in the space (Golledge, 1999 apud Salmi, 2007). The Human Factors
Consult (2009) identified three mental states of passengers at airports. The first one is the
“well-oriented passenger” which has a proper identification of the situation and feels
happy and integrated to the environment. The second one is the “indifferent passenger”
characterized by walking slowly or even stands still in a search mode. For this passenger
there is enough information available and, despite some difficulty, he/she get to the

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destination. The last one is the “aimless passenger” that walks through the terminal
without a known direction and for this one there is no sufficient information available.

It is indispensable that PSN are well-oriented in the airport environment. The idea of a
person in a wheel-chair lost and walking around the terminal is not acceptable. For
people with hearing and visual disabilities the orientation is even more challenging and
depends on the use of special equipments. In 2002, a wayfinding system was developed
for Terminal 2C of Charles de Gaulle Airport in Paris. The greatest issue was effectively
the accessibility, however, the solutions used work for everybody. A disabled person
arrives at a specific meeting point in the terminal and before entering it, there is a tactile,
visual and hearing map offering detailed instructions by those three media and in three
different languages. One of the map’s features is to indicate the way from this point of
the airport to a reception desk inside the terminal where the person can request the
assistance service (Knecht, 2009).

Out of the architecture perspective, the training of ground and crew staff must be thought.
Training should provide employees a greater knowledge about the special needs and how
to deal with them in the daily routine. Each type of disability or reduced mobility has its
own peculiarities and it is important to know how to differentiate them and how to
manage the service for each.

4. REALITY OF PEOPLE WITH PHYSICAL DISABILITIES IN BRAZIL.

A exploratory qualitative research was performed in Brazil with the following purposes:
capture the real difficulties faced by people with physical disabilities (PPD) at different
times in the airport environment; determine some travel patterns and; indicate
improvements to the air transportation services by the opinion of the real specialists: the
PPD.

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4.1. Method
Interested in knowing this costumer point of view – seen as an important tool to
understand the expectations and perceptions of customers in the airline industry, as
Pakdil and Aydin (2007) – and understand their experiences within a specific context, an
approach based on a qualitative exploratory research was carried out. The study was
conducted in partnership with two NGOs: Guerreiros da Inclusão e CVI-Rio, both from
the city of Rio de Janeiro, Brazil. In addition to the participation of athletes and
representatives of the NGOs, the snowball technique was also used (Mendes, 2008). This
method allows a sample to be defined by references of the interviewees who indicate
other people with similar characteristics to take part of the research.

Thus, 15 PPD were interviewed of which 7 were from Guerreiros da Inclusão, 2 from
CVI-Rio and 6 people indicated by the snowball technique. People were interviewed
between October/2009 and February/2010. Assuming that it would take a long time to
carry out the research in the airport locations, it was preferred to perform the interviews
at the NGOs’ offices and at the interviewees’ homes.

The instrument used for data collection was a semi-structured questionnaire developed
from the observation of the reality, meetings with the NGO´s representatives and
assimilation of the literature reviewed previously. The questionnaire, which allowed a
comparison between participants’ responses, was compound by 4 blocks: The first block
drew a travel profile of the studied population posing questions about personal travel
experiences such as the number of times they have flew in the last two years, if they have
travelled abroad, if they need a companion for travelling, among others. The second
block aimed at identifying the difficulties imposed by conventional terminals design in
the moments of boarding and unboarding represented by two flowcharts models. These
schemes were developed based on the reality of Brazilian airports and represent some
generic moments of someone’s experience at any airport in Brazil. On-site observations
and analysis of each terminal’s specific characteristics are essential in adapting the
flowcharts for specific airports. The interviews, which lasted about 45 minutes, were
recorded and during the analysis of their moments at the airport the interviewees were

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free to report experiences they have already lived to illustrate their answers. This freedom
made the research less formal and allowed respondents to stay more comfortable to speak
about their past experiences and feelings linked to it.

The third block was about actions that, in the interviewees’ opinion, could be adopted to
improve the flying experiences for PSN. The respondents were asked to imagine that: (1)
They are presidents of a major Brazilian airline and what actions they would adopt to
improve the system and, (2) They were managers of a large Brazilian airport and what
would they do differently to change this reality. The fourth block questioned about the
demographic profile such as gender, income level, level of education, among others.

4.2. Findings
The sample included men (54%) and women (46%), which represents no difference. The
participants’ age varied widely, interviewing people of all ages but most was between the
ages of 31 and 45 years (46%). Most of the participants was undergraduated (73%) and
had a family income level above 10 minimum wages (53%). Although the process of
popularizing the air transportation in Brazil, it is known that this mode is still used by a
higher income level part of the population.

According to the findings of the second block of questions, most part of the participants
assumed traveling by plane 2-4 times per year (80%). Over the last 2 years, the reasons
for traveling by air were leisure (66%) and sports competitions (60% due to several
athletes were interviewed). About 80% of the participants said they don’t need a
companion and most respondents book their flights directly on the airlines’ websites. All
respondents have had overseas flight experiences. The data were analyzed according to
time frame parameter: pre-flight experiences, boarding and flight experiences and post-
flight experiences.

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PRE-FLIGHT EXPERIENCES
The pre-flight experiences include the following moments: passenger arrival to the
airport; check-in; access to food courts, shops and toilets; Federal Police passport control
and safety inspection.

The participants usually arrive to the airport by taxi or relatives’ cars. This arrival on the
curbside is not a limitation as there are ramps and there is always someone to help them.
For some who have already used the parking lots, their biggest concerns are about the
disrespect of the exclusive parking spaces and the lack of employees who could assist
passengers arriving by themselves in their own cars. The check-in time don’t represent a
major limitation to participants as it is a simple process which does not differ from the
regular process used to people without disabilities. About the safety inspection,
respondents informed it is very superficial for people with disabilities allowing
passengers to board without a properly security check.

Most part of the difficulties reported in the pre-flight moments was about the height of
the check-in counters. Sometimes, these high counters do not allow the airline staff to
notice the presence of a person in a wheelchair and this is another big issue. Many
respondents complained about the inexperience of the staff in service for people with
disabilities. Participants reported that when they are accompanied, the employees talk to
the companion and not to them, because of the eye horizontality.

BOARDING AND IN-FLIGHT EXPERIENCES
The period analyzed in this topic involves the following moments: staying in the
departure lounge, boarding announcement, use of loading bridges (air-bridge) for
boarding, boarding at remote positions and in-flight situations.

The interviewees related other passengers’ disrespect on boarding preference. It is known
that, by law, people with disabilities must board the airplane first and leave last. This
policy is highly appreciated by them because it provides them with extra time to settle
down and organize themselves (Poria et al, 2009).

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Boarding using the air-bridges offers less risk and discomfort to PPD. All respondents
were in favor of this procedure. It was noticed that the limitation degree offered by the
air-bridges varies according to the agility and the injury extent of each person. A
passenger who is quadriplegic will certainly have more difficulty than one paraplegic
person that can move the upper limbs.

Most of the complaints over the boarding experiences were about boarding airplanes in
remote positions, usually distant from the concourses. The transportation between
terminals and aircrafts can be performed by ground vehicles (special buses) or on foot
when there is a small distance between them. The boarding elevators are obligated by the
Brazilian legislation but, actually, there is a small number of elevators in Brazilian
airports, which makes passengers go through embarrassing situations. Sometimes they
are carried by an employee’s arms to get to the aircraft or they can also be carried in
boarding chairs. From 67 of the major airports in Brazil, only 11 have boarding elevators
which are Brasília, Fortaleza, Goiânia, Porto Velho, Recife, Rio Branco, Rio de Janeiro
(Galeão International Airport), São Paulo (Congonhas and Guarulhos International) and
Uberlândia (Geraque, 2010).

Often puts you in a constraint situation. I hate to be carried. It is a very
unpleasant situation and also less safe because the stairs are very steep
and narrow. So, the person who is carrying the passenger sometimes
can not offer a complete security (Interviewee no. 7).

The remote boarding represents a great anxiety for PPD. The moment is marked by the
embarrassment and insecurity stress since they never know which boarding method the
airlines will use as different equipments are used all the time. During the interviews,
participants questioned about why not to give preference in the use of air-bridges when
the airlines know whether there are or not disabled passengers in the flights. After
boarding procedures that can often be a challenge, there is a moment that brings, for
many respondents, a huge anxiety feeling: check the wheelchair that must be transported
in the aircraft hold. This feeling is also present in the unboarding when passengers eager
to see their wheelchairs in perfect conditions.

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I can never travel relaxed because I’m terrified about where the guy will
put my chair. I stay in my chair until the boarding time. Previously, they
had that thing of checking the wheelchair at the check-in counter and
they gave you another chair. Now they learned that the chair belongs to
you, so you can’t give them your legs and get it back when you get
there. (Interviewee 6)

During the flights, the biggest complaint is the accessibility to the aircrafts’ toilets. There
are reports of passengers using antidiarrheal drugs and change their feeding avoiding
foods rich in fiber, for example, to prevent any problems. Some of them also prefer not to
eat and drink too much liquid in the flight as a prevention tool. People with disabilities,
depending on the level of the spinal cord injury, have more difficulty to store urine inside
the bladder, which may cause a need to use the toilet more frequently. They may also use
catheters or urine collectors usually attached to the passengers’ legs in more severe cases.
The aircrafts’ toilets are a real challenge due to lack of space and autonomy to move
there.

The process of boarding a PPD can be as much a tragedy as a procedure like any other
day-to-day operations of the airport community. What will determine whether the success
or failure of this is the existence of technology, its handling and specially, the reminder
that PPD are human beings like any others with their own wills, desires and
particularities.

UNBOARDING EXPERIENCES
The unboarding process of PPD is very similar to the boarding process and the
complaints are also almost the same. These passengers are the last ones to leave the
aircrafts and are often accompanied by the ground staff of the airlines when they are by
themselves. While waiting to disembark, the release of the person’s wheelchair is
provided by the staff and this is one of the most disturbing and distressing moments for
passengers. They don’t know if their chairs will arrive in perfect conditions and if it was
checked in to the correct destination in the origin airport. In general, the baggage claim
does not represent a major limitation to PPD even not travelling with a companion since
airlines offer an employee to help them in all stages of unboarding.

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IMPROVEMENTS RECOMMENDATIONS
For airlines, findings indicated concerns regarding the following aspects: the internal
space of the aircrafts that provides almost nil autonomy to the passengers; accessibility
(or lack of) in toilets on board; safer boarding chairs; better care of the wheelchairs and;
the prioritization of boarding and unboarding aircrafts in positions closer to the terminals
using air-bridges when there are disabled passengers on board avoiding remote locations.

For airport managers, the suggestions involved changes such as lowering service
counters; reconstruction of elevators and installation in places where there is not;
improvement in the accessibility of the air-bridges making the journey smoother and less
inclined; greater accessibility to parking lots and; comfort and enhance the access of
people with disabilities.

In fact, findings pointed to a huge concern about the human factor, which was higher than
the airports physical structure and the aircrafts. All participants emphasized the need for
increased training of the staff, the humanization of relations, the naturalness in the care of
a disabled person and, overall, the lack of a hospitable airport environment to welcome its
actors.
[...] A way to humanize, to approach, because this is a moment of
fragility for everybody. It must be something warmer, because the
airport is cold, literally, it has air conditioning too strong, and there is
where you see that people sometimes just hug and kiss themselves at
the airport, people only set themselves free to cry, to say what they feel
from the bottom of their hearts when they are leaving the other one,
when they will be left. (Interviewee 4)

From check-in to boarding or unboarding the staff should be trained.
And not only trained about the procedures, but on how to deal with
people with disabilities in general. Even I, as wheelchair user, have a
different need from another wheelchair user. How to deal in the sense
of how far she will need help or not, respect when she says that she
does not need help because usually people don’t believe you don’t need
it. (Interviewee 7)

5. CONCLUSIONS

Accessibility to transportation modes and tourism are major agents of social inclusion of
PSN, as they enable these people to forget, at least for some moments, their limitations,

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the obstacles they face daily and live fully. Travelling provides unforgettable moments of
great importance for PSN, even though all the issues to consider before, during and after
the trips and the problems they might find.

I love aircrafts, airlines, travelling for me is the best thing in the world.
I don’t eat superfluous to save money to travel. (Interviewee 3)

The most urgent recommendation is that companies in the airline and airport industries
rethink their training methods of service to PSN and also their staff recruitment. It is
known that such changes require time, dedication and at times involve financial
resources. However, the fact is that this is the best time to think about this matter as three
World major sporting events are confirmed to take place in Brazil: The FIFA World Cup
in 2014 and the 2016 Olympics and Paralympics Games. Specifically for this last one,
about 4,000 athletes will come to the city of Rio de Janeiro with their numerous
companions (e.g. friends, family, coaches etc). It’s necessary to strategically plan the
interventions that will be carried out to host these people not only by the event’s point of
view but also by the legacy that will be left to the community of Rio de Janeiro and other
tourists arriving at any time.

Moreover, academic researches and consultancy projects presented here will find broad
field to be further developed. Not only by the prominence that this issue has gained in the
country and overseas, but also as a consequence of the scientific knowledge in these areas
of study which are still being consolidated. Some studies urge to be undertaken such as
proposals of new training methodologies for airlines’ staff and airports and; studies that
take into account the perception of this customer as only few researches have been
dedicated to do it. Researches regarding the differences between the tools used to
generate accessibility to other forms of special needs will also be of great value, since the
needs of each group are quite distinct.

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