How airlines can improve senior passengers’ air travel experience
Olivieri, Antonella (2025)
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025081323919
https://urn.fi/URN:NBN:fi:amk-2025081323919
Tiivistelmä
The world’s population is ageing and the proportion of the elder generation in comparison to the rest of the population is expanding. At the same time travel demand continues to grow and people have a strong desire for travel. The travel industry faces an important mission in increasing accessibility and making travel inclusive for everyone independently of age or possible hidden or unhidden disabilities.
This research investigates on how airlines can improve senior passengers’ air travel experience and it aims to answer the accessibility barriers that senior travellers face today and how are their needs currently served by the airline industry to promote inclusive travel. It also explores the role of technology in air travel for senior passengers, and what overall improvements could airlines do to further improve the accessibility, travel comfort and travel experience.
The theoretical framework provides the reader background of existing theories, concepts and models that already exist in the context of accessibility covering the four-tiered framework that provides an understanding of the different degrees of disabilities. Furthermore, it covers theories such as the functional requirements for inclusive travel explaining the barriers faced that people with disabilities face when using transport services. The Universal design and Triple bottom line sustainability followed by the Servqual method also form part of the theory of the study providing a holistic view.
The study was conducted using quantitative research method by conducting two different surveys. First survey was made to senior travellers who are 60 years or older and the second part of the study was conducted to airline professionals working for different carriers with a strong background in the industry.
The key findings are that the main accessibility barriers senior travellers face in air travel were within the airport environment in terms of suitable assistance and the lack of comfort using digital tools such as online check-in and other self-service machines such as in the passport control. Waiting times for baggage deliveries were also listed excessive in some of the cases. Areas of improvement consist of more flexible fare conditions in case of sudden changes, digital tools should be made more accessible for senior travellers, offer fast track for check-in and security control.
This research investigates on how airlines can improve senior passengers’ air travel experience and it aims to answer the accessibility barriers that senior travellers face today and how are their needs currently served by the airline industry to promote inclusive travel. It also explores the role of technology in air travel for senior passengers, and what overall improvements could airlines do to further improve the accessibility, travel comfort and travel experience.
The theoretical framework provides the reader background of existing theories, concepts and models that already exist in the context of accessibility covering the four-tiered framework that provides an understanding of the different degrees of disabilities. Furthermore, it covers theories such as the functional requirements for inclusive travel explaining the barriers faced that people with disabilities face when using transport services. The Universal design and Triple bottom line sustainability followed by the Servqual method also form part of the theory of the study providing a holistic view.
The study was conducted using quantitative research method by conducting two different surveys. First survey was made to senior travellers who are 60 years or older and the second part of the study was conducted to airline professionals working for different carriers with a strong background in the industry.
The key findings are that the main accessibility barriers senior travellers face in air travel were within the airport environment in terms of suitable assistance and the lack of comfort using digital tools such as online check-in and other self-service machines such as in the passport control. Waiting times for baggage deliveries were also listed excessive in some of the cases. Areas of improvement consist of more flexible fare conditions in case of sudden changes, digital tools should be made more accessible for senior travellers, offer fast track for check-in and security control.