Over the last three years a number of papers have been published that contribute to understanding one of the most basic links in the travel “trip chain" (World Health Organization & World Bank, 2011) for people with disability - airline travel. Air travel is the lifeblood of contemporary tourism that has been democratised through the advent of low-cost travel (Doganis, 2005). Yet, media coverage of national and international air travel experiences highlight the adverse flight experiences of people with disabilities are ongoing and a global problem. Two recent examples from Europe (European Disability Forum, 2011) and New Zealand (The Dominion Post, 2011) highlights some of the issues that people with mobility and vision impairments. What these incidents highlight is critical service failure by airlines that is not ad hoc but characterised by systematic failure within their service blueprint (Shostack, 1993).
|Photo 1: Author Simon Darcy with the ADR Assistance team on the light rail transferring to the boarding gate (© Fiona Darcy 2012 é)|