This document discusses a study conducted on passenger satisfaction levels with airline services for passengers with special needs. It outlines the research objectives, questions, methodology, data collection and presentation. Key findings from the passenger surveys found that most passengers were satisfied with the services and facilities provided, such as equipment, training of staff and discounts. However, some recommendations for improvement were made, including providing more assistance at arrival gates and airports, additional staff training, and ensuring wheelchairs are provided free of charge. In conclusion, while most special needs passengers were satisfied, some low-cost carriers needed to improve their services in line with ICAO guidelines for passengers requiring special assistance.

2. INTRODUCTION
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
human being.

3. HOW MANY TYPES ARE THEY?
1)Poor
a) poor in health – maternity, diseases such as diabetes mellitus, heart attack
etc.
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
disorder.

4. 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?

5. 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.

6. RESEARCH OBJECTIVES
•To determine the passenger with special needs satisfaction in
their facilities and services between them and the airlines
service provider.

7. RESEARCH QUESTION
•How the service that offer to the passengers with special
needs?
•Did air carrier provide enough service to serve the passengers
with special needs?

8. RESEARCH METHODOLOGY
•Closed-ended questionnaire analysis with personal details,
customer satisfaction review and recommendation from the
customer that help to analyze the data.

9. TARGET POPULATION
•Passengers with special need at the KLIA airport
•disabled passengers
•senior citizen passengers
•passengers with special needs

10. DATA PROCESSING & DATA
PRESENTATION

11. •Distribute 30 set questionnaire to passengers with special needs.
•Every set questionnaire consist of 21 question (section a, section b and
section c).
•Interpreting the data in form of table and chart using Microsoft excel to get
the percentage.

12. SECTION A: PERSONNEL INFORMATION
•Gender
•Age
•Employment
•Nationality

13. •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
disabled people?
•Does the airlines give the extra charge to the disabled people who bring the
extra equipment?
•Did the airlines crew well trained to handle the disabled people?
CONT.. CUSTOMER REVIEW

14. • 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

15. 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
special needs?

16. DEMOGRAPHIC INFORMATION

17. 0
5
10
15
20
25
30
Gender Age Employment
20
10
6
7
17
3
7
20
Personnel Information
Male Female 20 - 39 40 - 59 60 and above Student Employed Unenployed

18. QUESTION 11 Passengers Welfare
YES NO
Does airline care about passenger’s welfare?
YES: 24
NO: 6

19. QUESTION 12 Compatible Price with services
YES NO
Does the price compatible with the services?
YES: 26
NO: 4

20. QUESTION 13 Customer service assistance satisfying
YES NO
Are you satisfy with the assistant from customer service staff?
YES: 17
NO: 13

21. QUESTION 14 Communication Problem with airlines crew
YES NO
Does you have communication problem with the airlines crew?
YES: 1
NO: 29

22. QUESTION 15 Getting served with proper manner
YES NO
Did the airlines crew served you with the proper manner?
YES: 28
NO: 2

23. QUESTION 16 Instruction from the airlines
YES NO
Does the instruction from the airlines easy to understand?
YES: 27
NO: 3

24. QUESTION 17 Getting Discount from the airlines
YES NO
Does the airlines give you discount when you using their services?
YES: 30
NO: 0

25. QUESTION 18 Extra equipment from airlines
YES NO
Does the airlines provide the extra equipment (such extended seatbelt) for the disabled people?
YES: 26
NO: 4

26. QUESTION 19 Getting charge for the extra equipment
YES NO
Does the airlines give the extra charge to the disabled people who bring the extra equipment?
YES: 0
NO: 30

27. QUESTION 20 Airlines crew training
YES NO
Did the airlines crew well trained to handle the disabled people?
YES: 27
NO: 3

28. CHAPTER 5: SUMMARY & CONCLUSION

29. 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.
SUMMARY

30. RECOMMENDATION 1
•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.

31. RECOMMENDATION 2
•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.

32. CONCLUSION
•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.