University of Ottawa

Purpose

The air travel industry has historically designed service experiences to meet a typical passenger's needs. Yet the focus on a "typical person" is misguided and limiting as it does not accommodate the diversity of travelers whose needs are not being met. Recently, attention has turned to improve service accessibility and inclusivity to innovate by tailoring product offerings to a broader base of customers. However, making adjustments and accommodations requires rethinking the wide-varying needs and goals of persons with disabilities, especially for conditions that are not immediately noticeable, manifest in various ways or undiagnosed, are misunderstood or stigmatized, or lack advocacy or feelings of identification. Guided by the aims of the Accessible Canada Act, this research aims to eliminate barriers to air travel for persons with cognitive impairments or persons living with dementia. A case study of dementia is appropriate as age is the biggest risk factor for having this disease.