ADAPT - Assistance for Disabled Air Passenger Travel

“残疾人在航空旅行中遇到障碍，包括关于无障碍和服务的信息不足，必须提前48小时预订援助，援助服务的空白，以及帮助他们转机乘坐飞机、火车、长途汽车或出租车。五分之一的人报告交通困难（[ONS, 2011][0]），与没有交通困难的人相比，他们的出行次数为62% （[NTS2015][0]）。[CAA2016/17][2]显示，在英国排名前30的机场中，PSAN的接入和服务“非常好”的类别数量从10个下降到6个，“差”类别从1个上升到4个，而PSAN的数量增长速度是其他机场的两倍，去年增加了11%或30万个PSAN。改善可达性和实现自发航空旅行的立法压力越来越大（[DfT2017][3]）。以希思罗机场3号航站楼的乘客旅程为例，本可行性研究着眼于开发一款集成手机应用程序的潜力、优势和劣势，该应用程序可以：*让PSAN在旅行前指定他们的需求*与机场服务提供商交换实时信息*提醒工作人员PSAN到达现场的时间和地点；*为员工指明旅客在机场内的位置*在旅客登机或转机前，可在机场内自行指引路线。*使服务提供商能够将信息整合到他们的资源规划和管理中，以实现高效和主动的支持服务提供。乘客和服务提供商的应用程序用户测试将从交通模式到达点（例如希思罗机场快线）查看用户旅程。通过航站楼（陆侧和空侧）到登机口的出发点（航班转机和入境旅程也包括在内）。这将确定最终应用程序构建的技术和乘客服务改进，以及其开发和成功的机会和威胁。提高服务的一致性和质量(无论是行动/灵巧障碍，感觉障碍（视觉或听觉），还是神经多样性的各个方面，包括（但不限于）阅读障碍，运动障碍，不同的学习方法，自闭症和心理健康。对于PSAN来说，这样的产品将增加旅行者的信心、灵活性和整体旅行体验，因为机场会在整个旅程中提供帮助（只提供旅途中的一些元素），或者只在需要时提供帮助。也;为快速增长的旅客群体提供更高的效率和更灵活的服务，使机场管理层和航空公司、保安和零售商等承包商提供的服务更符合个人需求。[0]: https://www.ons.gov.uk/census/2011census[1]: https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/551437/national-travel-survey-2015.pdf[2]: http://publicapps.caa.co.uk/docs/33/CAP1577_Airport_Accessibility_Report_FINAL.pdf[3]: https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/638404/accessibility-action-plan-consultation.pdf"

"Disabled people experience barriers to air travel including poor information on accessibility and services, having to book assistance 48 hours in advance, gaps in assistance services and help connecting with onward journeys by plane, train, coach or taxi. 1 in 5 report difficulties in accessing transportation ([ONS, 2011][0]) and make 62% of trips compared to those without ([NTS2015][1]). The [CAA2016/17][2] shows for the top 30 UK airports, the PSAN access and service 'very good' category numbers dropping from 10 to 6 and the poor' category rising from 1 to 4 whilst PSAN numbers are growing twice as fast as others with an 11% or 300,000 PSAN increase last year. There is increasing legislative pressure to improve accessibility and enable spontaneous air travel ([DfT2017][3]).Using Heathrow Airport, Terminal 3, passenger journeys, this Feasibility Study looks at the potential, strengths and weakness of a developing integrated mobile phone app that can:* Let PSANs specify their needs prior to travel* Exchange real-time messages with airport service providers* Alert staff to when and where a PSAN arrives on site;* Pin-point the location of the passenger in the airport to staff* Enable independent passenger wayfinding around the airport before boarding or connecting with onward journey.* Access contextually relevant information such as location data* Enable service providers to integrate the information into their resource planning and management to enable efficient and pro-active support service deliveryApp user-testing by passengers and service providers will look at the user- journey from transport mode arrival point (e.g. Heathrow Express), through terminal (landside and airside) to the point of departure at the gate (flight transfers and inbound journeys are also covered). This will identify technical and passenger service improvements for final app build along with opportunities and threats to its exploitation and success.Improve service consistency and quality for PSANs (whether mobility/dexterity impairments, sensory impairments (vision or hearing), or aspects of neurodiversity including (but not limited to) dyslexia, dyspraxia, diverse approaches to learning, autism and mental health.For PSAN, such a product will increase traveller confidence in, flexibility and overall experience of travel through airports giving help throughout the journey, with just some elements of the journey) or only if requested. Also; greater efficiency and service flexibility to a fast growing passenger base, better matching individuals' needs with services provided by airport management and contractors such as airlines, security and retailers.[0]: https://www.ons.gov.uk/census/2011census[1]: https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/551437/national-travel-survey-2015.pdf[2]: http://publicapps.caa.co.uk/docs/33/CAP1577_Airport_Accessibility_Report_FINAL.pdf[3]: https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/638404/accessibility-action-plan-consultation.pdf"