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Earlier in the week, a report by the UK Civil Aviation Authority (CAA) named Southend Airport as one of the best airports in the UK for the quality of assistance provided for disabled passengers and those with reduced mobility. One of the key assessment areas was the time disabled passengers had to wait for assistance. (full story here). Passenger Terminal World asks...

Has the increased uptake of self-service technologies at airports had a negative impact on customer service levels for those who need it most?

Yes, some airports use self-service technologies as an excuse to have less members of staff
Yes, but airports have always needed to do more for disabled passengers
Yes, but if used properly the adoption of self-service technologies could lead to better customer service
No, more automation means staff have more time to spend with disabled passengers
No, airports should have a dedicated team to assist disabled passenger regardless of how much technology is used
No, the adoption of self-service technology has had no affect on the way disabled passengers are treated

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Has the increased uptake of self-service technologies at airports had a negative impact on customer service levels for those who need it most?




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