Evaluation of a centralised transportation assistance system for passengers with special needs at a Canadian airport

Transportation assistance for travellers with special needs (e.g., disabled, sick, elderly, unaccompanied minors) is provided at most airports, and the demand for this service is increasing every year. At most airports, air carriers are independently responsible for this service, and they set their own service levels and practices. We expect that a centralised system would increase resource efficiency and passenger satisfaction. We conduct an evaluation of such a centralised system at a Canadian airport using two distinct and independent models: simulation and queuing. We find that consolidating the service produces higher levels of service quality for passengers while, at the same time, uses fewer resources. We also discuss the pros and cons of a centralised system from the perspectives of the airport authority, the airlines, and the passengers. Our methodology may be applied to other airports worldwide to evaluate a centralised transportation assistance system for passengers with special needs.