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Minneapolis–St. Paul International Airport: Instilling a culture of accessibility for people with disabilities that goes above and beyond requirements
Journal of Airport Management,
12
(2),
198-206
(2018)
Abstract
This paper explores the work done at Minneapolis–St. Paul International Airport to promote outreach and responsiveness to accessibility issues for people with disabilities. In recent years the airport established the Travelers with Disabilities Advisory Committee (TDAC) in an effort to go above and beyond in making the facility as accessible as possible. The paper details the management ideas behind the committee, its composition and the highlights of its work to date. The paper also touches on how accessibility problems are identified, how interaction with the TDAC influenced certain projects and what changes were made to remove barriers and improve airport accessibility. Results are discussed in terms of real-world solutions that have led to improvements for people with disabilities in the areas of transportation, services and communication within the airport.
Keywords: accessibility; disabilities; airport governance; customer service
The full article is available to subscribers to the journal.
Author's Biography
Phil Burke is the Director of MSP Operations at the Minneapolis–St. Paul International Airport (MSP), the largest of seven airports owned and operated by the Metropolitan Airports Commission (MAC). Phil joined the MAC in 2001 in the Commercial Management and Airline Affairs Department. Three years later he was named the Assistant Director of MSP Operations/Facilities. In 2013, Phil was promoted to the Director of Operations at MSP. Prior to joining the MAC, Phil worked for Mesaba Airlines. He earned a business administration degree from the University of North Dakota with a major in airport administration. Phil also earned a Master’s degree in organisational leadership at Bethel University in June 2014.
John Welbes is the Public Affairs and Marketing Coordinator for the Metropolitan Airports Commission (MAC). John joined the MAC in 2016, focusing on strategic messaging and external communications for Minneapolis–St. Paul International Airport and the MAC’s six reliever airports. Previously, John was a business reporter for more than two decades, including coverage of Northwest Airlines and Delta Air Lines for the St. Paul Pioneer Press. Immediately prior to joining the MAC, he worked in communications and media relations for the Metropolitan Council, the regional planning organisation and operator of light rail and transit services in the Twin Cities. John has a BA degree in journalism from the University of Minnesota.
