An examination of disability-related complaints in the United States commercial aviation sector

Abstract

The purpose of this research is to investigate air service for passengers with disabilities (PxWD) in the US, including quantitative analysis of US DOT data and qualitative analysis of survey data. The results indicate that current air service does not adequately serve PxWD. Quantitative analysis indicates that the number and rate of disability complaints significantly exceed the number and rate of general consumer complaints for air service. Quantitative analysis also indicates that disability complaint rates are different for different airlines, and are increasing. Qualitative analysis of survey data from PxWD identified loss of or damage to wheelchairs, training, long wait times, and aircraft accessibility as major problem areas. The growing number and rate of disability complaints, coupled with projected increases in the number of PxWD, suggest that the airline industry and individual airlines need to identify ways to improve service for PxWD.