Customers satisfaction on the provision for special needs
WHAT IS DISABILITY?
•Disability is a physical or mental condition that limits a person’s movements,
senses or activities. they also can be called as handicap, incapacity, impairment,
defect and abnormality.
•This symptom of the human being should be protect their right instead they are
special, they need the specific of care and guidance to serve them as a normal
HOW MANY TYPES ARE THEY?
a) poor in health – maternity, diseases such as diabetes mellitus, heart attack
b)poor in wealth – insufficient fund to purchase.
2)Elderly – a group of golden ages of human more than 55 years old.
3)Disabled – a group that have problem on the physical and mental
STATEMENT OF THE PROBLEM
•Why the airlines still get negative complaint or feedback from
the special needs person since the airlines said they obey the
provision of the special needs?
PURPOSE OF THE STUDY
•To investigate and make a survey among the special needs
person about the facilities and services that airlines provided
are most satisfy by them.
•To determine the passenger with special needs satisfaction in
their facilities and services between them and the airlines
•How the service that offer to the passengers with special
•Did air carrier provide enough service to serve the passengers
with special needs?
•Closed-ended questionnaire analysis with personal details,
customer satisfaction review and recommendation from the
customer that help to analyze the data.
•Passengers with special need at the KLIA airport
•senior citizen passengers
•passengers with special needs
•Distribute 30 set questionnaire to passengers with special needs.
•Every set questionnaire consist of 21 question (section a, section b and
•Interpreting the data in form of table and chart using Microsoft excel to get
SECTION A: PERSONNEL INFORMATION
•Does you have communication problem with the airlines crew?
•Did the airlines crew served you with the proper manner?
•Does the instruction from the airlines easy to understand?
•Does the airlines give you discount when you using their services?
•Does the airlines provide the extra equipment (such extended seatbelt) for the
•Does the airlines give the extra charge to the disabled people who bring the
•Did the airlines crew well trained to handle the disabled people?
CONT.. CUSTOMER REVIEW
• How many times you travel by flight per year?
• Which airline do you always travel with?
• Which airline do you think provides the best service for passengers with special needs?
• How much you spend for each flight?
• Usually, with who you travel?
• How many baggage did you bring during travel?
• Does the airlines care about the welfare for the passenger?
• Does the airlines are compatible between their services against their price?
• Are you satisfy with the assistant from customer service staff?
SECTION B: CUSTOMER REVIEW
SECTION C: CUSTOMER RECOMMENDATION
•Based on your experience travel with the airline, what are your
recommendation to improve the services that offer to the passengers with
SECTION C: CUSTOMER RECOMMENDATION• PASSENGER 1
NEED MORE ASSISTANCE AT THE AIRPORT ARRIVAL GATE BECAUSE IT HARD TO BRING THE LUGGAGE
WITHOUT THE ASSISTANCE WHEN TRAVEL ALONE. THE AIRLINES SHOULD COOPERATE WITH THE AIRPORT
STAFF TO ADD MORE ASSISTANCE TO THE PASSENGERS WITH SPECIAL NEED.
• PASSENGER 2
AIRLINES CREW AND CUSTOMER SERVICE AT THE AIRPORT NEED TO TRAIN HOW TO HANDLE THE DISABLE
PEOPLE BECAUSE SOME OF THE STAFF DOES NOT KNOW HOW TO HANDLE THE DISABLE PEOPLE.
• PASSENGER 3
SOME AIRLINES DID NOT PROVIDE THE WHEELCHAIR FOR THE DISABLE OR OLD PEOPLE, THEY SHOULD
PROVIDE THE WHEELCHAIR TO THE DISABLE OR OLD PEOPLE WITH NO CHARGE.
•Assistance for the passengers with special need
Airlines are responsible for providing assistance to passengers to enable people
with disabilities and others with provision for special need to board, disembark
and transfer between flights. With this airlines need to working together with the
airport staff for assisting the passenger. Assistance on board an aircraft is the
responsibility of the airline and they need to assist the passengers moving at the
airport until they safe arrive at the destination.
•Any additional charges regarding to assist the special needs must been shown
by airlines services provider.
The airlines must shown their service charges to avoid the passenger felt been
cheated by hidden charges on the services provider. So that when the carrier
shown their retailed charges or payment, the passenger cannot argue with the
regulation shown by the carrier. Most of national carrier give F.o.C services to
assist the special needs but the low cost carrier does not means it because they
only give flight service rather than full services.
•Regarding to the standard recommendation and practices by icao recommended
practices relating to persons with disabilities (as contained in chapter 8 of annex
9 - facilitation to the convention on international civil aviation), so that we can
conclude on our research base on our objectives, we determined that the
majority the special needs had satisfy with the airlines service but some of them
want they to improve their service regarding to the particular person whom
need the special need such as low cost carrier rather than national carrier which
follow the ICAO chapter 8 of annex 9 compulsory need to follow.