Advancing social sustainability in air travel: Hidden disabilities and the role of change management
Riikkala, Camilla (2025)
Riikkala, Camilla
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025060621273
https://urn.fi/URN:NBN:fi:amk-2025060621273
Tiivistelmä
This thesis investigates how passengers with hidden disabilities are recognized within airline services, how their experiences are supported through customer service processes, and to what extent these efforts are monitored or evaluated. The study also examines how principles of change management can be applied to improve service for this specific passenger group.
The theoretical framework of the thesis is built around the history of accessible travel, the concept of hidden disabilities, and the role of social responsibility in travelling. Additionally, it covers the fundamentals of change management and relevant change management models.
This study focuses on the experiences and service needs of passengers with hidden disabilities within the context of customer service interactions. The research is limited to the perspectives of managers, frontline supervisors or professionals who have long-standing experience in passenger service roles. The aim is to understand how these professionals identify and respond to the needs of passengers with non-visible disabilities, and how change management strategies could support improvements in service delivery.
The study does not examine all forms of disability or accessibility in travel sector but specifically concentrates on hidden disabilities, such as neurodivergence, mental health conditions, or chronic illnesses that are not immediately visible. The findings are intended to support the development of socially sustainable service practices but do not provide a full implementation model for organizational change. The chosen research method was qualitative interviewing, specifically utilizing a thematic interview approach.
The findings of this study indicate that while the need for improved support for passengers with hidden disabilities is widely recognized among staff, the current organizational approach lacks strategic coordination and structure. Social dimension, including accessibility and inclusivity, has become a critical aspect of sustainable development but despite regulatory frameworks, there is still a gap in how service providers identify and support passengers with hidden disabilities. The responses reflect a clear pressure for change. Successful change requires a clearly communicated vision, supported by leadership and embedded in everyday routines. These elements, according to the interviews, are not yet fully in place. The responses suggest that current staff training and support systems are insufficient. This gap risks increasing employee stress and diminishing service quality. The desire to extend training across all roles, not just to frontline staff, points to a need for a more inclusive, organization wide approach.
The theoretical framework of the thesis is built around the history of accessible travel, the concept of hidden disabilities, and the role of social responsibility in travelling. Additionally, it covers the fundamentals of change management and relevant change management models.
This study focuses on the experiences and service needs of passengers with hidden disabilities within the context of customer service interactions. The research is limited to the perspectives of managers, frontline supervisors or professionals who have long-standing experience in passenger service roles. The aim is to understand how these professionals identify and respond to the needs of passengers with non-visible disabilities, and how change management strategies could support improvements in service delivery.
The study does not examine all forms of disability or accessibility in travel sector but specifically concentrates on hidden disabilities, such as neurodivergence, mental health conditions, or chronic illnesses that are not immediately visible. The findings are intended to support the development of socially sustainable service practices but do not provide a full implementation model for organizational change. The chosen research method was qualitative interviewing, specifically utilizing a thematic interview approach.
The findings of this study indicate that while the need for improved support for passengers with hidden disabilities is widely recognized among staff, the current organizational approach lacks strategic coordination and structure. Social dimension, including accessibility and inclusivity, has become a critical aspect of sustainable development but despite regulatory frameworks, there is still a gap in how service providers identify and support passengers with hidden disabilities. The responses reflect a clear pressure for change. Successful change requires a clearly communicated vision, supported by leadership and embedded in everyday routines. These elements, according to the interviews, are not yet fully in place. The responses suggest that current staff training and support systems are insufficient. This gap risks increasing employee stress and diminishing service quality. The desire to extend training across all roles, not just to frontline staff, points to a need for a more inclusive, organization wide approach.