Title

Evaluating the effectiveness and gaps of airline assistance services for passengers with special
needs: impact on comfort and safety

1. Why did you choose to focus on passengers with special needs for your research?

- We chose to focus on special needs passengers because they represent a vulnerable

population in air travel, where comfort and safety are critical. Despite the growing emphasis on
inclusivity, there are still gaps in how airlines and airports provide assistance, especially in the
Philippines. Our research aims to assess the effectiveness of existing services and highlight
areas for improvement.

2. How does your research contribute to the existing body of knowledge regarding
passenger assistance?

- This study will provide empirical data on the current state of airline assistance for special
needs passengers, which is a relatively under-researched area in the context of the Philippines.
By evaluating both the comfort and safety aspects, our research could lead to improved
services and better experiences for special needs passengers. It could also influence policy
changes and airline service enhancements.

3. Can you explain why you selected the SERVQUAL model for evaluating airline
assistance?

- SERVQUAL is a well-established model for assessing service quality, and it allows us to

measure service gaps in terms of customer expectations versus perceptions. For special needs
passengers, the model’s focus on dimensions like reliability, empathy, responsiveness, and
assurance is especially relevant in evaluating how airlines meet their unique needs.

4. How does SERVQUAL help measure the effectiveness of the services provided to
special needs passengers?

- SERVQUAL breaks down service quality into measurable components, such as tangibles
(physical facilities and equipment), responsiveness (prompt assistance), and empathy
(understanding and individualized attention). These dimensions allow us to assess both the
effectiveness and gaps in current services, providing a structured way to analyze how well
airlines meet the needs of special needs passengers.

How do you think the absence of formal government programs affects your findings or
research?
absence of formal government programs means yung assistance sa mga passengers with
special needs ay nakadepende sa decision ng mga tao sa airlines, na nagreresult sa
pagbabago sa quality ng [Link] can result in inconsistency and will create confusion and
anxiety for passengers na magiimpact sa overall travel nila.

5. What specific gaps have you identified in current airline assistance programs for
special needs passengers?

- (Since di pa tayo nakakapag data collection, start by saying na based sa mga related studies
na nababasa natin,unang una is consistency ng services hindi well maintained and organize
yung mga services na inooffer which often lead to minumum standard lang)

6. How do you plan to measure both comfort and safety in the context of special needs
passengers?

- Comfort will be measured through passenger satisfaction surveys focusing on aspects such
as ease of boarding, seating arrangements, and assistance during flights. Safety will be
evaluated based on passengers' perceptions of physical support, emergency preparedness, and
accessibility of safety measures, such as exits and safety briefings tailored to their needs.

7. Why did you choose purposive sampling for your research? How will this approach
ensure representative data from your target respondents?

- We chose purposive sampling because our research focuses on a specific

population—special needs passengers who have flown. This method allows us to select
individuals who have direct experience with airline assistance, ensuring that our data is relevant
and specific to the research objectives.

8. What criteria did you use to select your respondents?

- Our criteria for selecting respondents include passengers who have self-identified as having
special needs, such as physical, sensory, or cognitive disabilities, and have flown at least once
in the past year. This ensures that their experiences are recent and relevant to current airline
assistance practices.(Elderly, pregnant women, pwds,)

9. How will you ensure that the data collected is reliable and valid?

- To ensure reliability, we will adapt the standardized survey instrument from Hasan et al
primarily based on SERVQUAL, and conduct pilot testing to refine questions. Validity will be
achieved through careful alignment of survey questions with our research objectives and by
ensuring that we cover all critical dimensions of service quality, comfort, and safety. (PILOT
TESTING)

10. What are the geographical or service limitations of your study (e.g., limited to airports
in the Philippines)?
 - Our study is primarily airlines operating within the PH (cebpac and pal) . Our respondents
are special needs who traveled by air residing in the province of pampanga. While the findings
may not fully apply to other countries with different infrastructure and policies, they could still
provide valuable insights for improving airline assistance services globally.

12. How will your research help improve airline services for passengers with special
needs?

- By identifying specific service gaps and areas of improvement, our research can help
airlines develop more tailored assistance programs. It may lead to better training for staff,
improved accessibility of airport facilities, and more consistent services that enhance both
comfort and safety for special needs passengers.

13. Can your findings be generalized to other countries or is the scope limited to the
Philippines?

- While the study is focused on the Philippines, the SERVQUAL-based assessment of service
quality is widely applicable. Other countries with similar challenges in special needs passenger
assistance could benefit from the findings, especially in terms of best practices and strategies
for service improvement.

14. How will you handle sensitive data when researching special needs passengers?

- We will ensure that all respondents are fully informed about the study's purpose, and
participation will be voluntary. Data will be anonymized to protect respondents' identities, and we
will strictly follow ethical guidelines on confidentiality and privacy.

15. How will your study influence future policies or programs in the aviation sector?

- Our study could inform policy makers in the aviation industry and government agencies
about the importance of prioritizing special needs passengers. It may contribute to the creation
of guidelines for mandatory staff training, minimum service standards, and better infrastructure
planning for accessibility in airports.

These answers should give you a solid foundation for addressing questions during your
defense.

16. Bakit correlational descriptive yung data analysis?

- Ang aim namin is to identify or to investigate yung relationship between 2 variables,

which is airlines assistance (IV) and comfort and safety (DV) hindi namin kinocontrol
yung airline service ineexamine namin yung existing services and yung association nya
sa passengers experience. Gusto natin makita kung paano nakikita ng mga
passsengers with special needs yung quality ng service na narereceived nila and pano
yun naassociate sa comfort and safety You are focusing on identifying and
 explaining existing practices, effectiveness, gaps, and issues in how airlines
provide this assistance.

17. How did you formulate your SOPs?

- We refined the problem to focus on three major elements: (1) the effectiveness of
airline assistance services, (2) the impact on comfort and safety for passengers
with special needs, and (3) the relationship between these services and
passengers' comfort and safety. This allowed us to create clear, measurable
objectives for the study. nagbase tayo sa title natin which is yung iv dv and yung
last yung relationship
- we formulate these research questions by focusing on key aspects related to
passengers with special needs in air travel—airline assistance services, comfort, and
safety. I thought about how each of these elements interacts, and how they can be
measured and investigated using practical research methods. The questions are
designed to ensure the study covers different angles, from service impact to the direct
experience of passengers.
- ensuring it reflected our genuine interest and it is aligned with our goal)
-

18. How will you conduct your study?

- By adapting questionnaires from (yung study and author ng kineme) para mag gather ng
feedback from the respondents. and by using purposive sampling to select respondents,
thru online or in person yung pag gather ng data, after that analyze yung responses para
ma identify yung relationship effectiveness and gaps ng AAS and impact sa comfort and
safety. and then conclusion. and recommendations

19. Sa respondents, regardless sa kung anong airport, ang importante yung mga respondents
natin naexperience yung assistance service ng cebu pac, PAL, amd skyjet.

20. What motivated you to conduct or choose the study?

- We are motivated to do this study to promote inclusivity in air travel. Recognizing the
challenges these individuals face, we aim to identify best practices and areas for improvement
that can enhance safety and comfort. Through this research, fostering a more inclusive travel
environment.

(basically it's all about inclusivity, since SNP needs special care)

21. How is your theory or concept relevant to your study?

-It is relevant since the SERVQUAL model emphasizes the importance of gathering customer
feedback to improve service quality. By applying this, it includes surveys with passengers who
utilize AAS, capturing their perceptions and experience.

(in this study, servqual depends on safety and comfort of passengers SNP.)

22. What is the importance of your study?

-Studying airline assistance services for passengers with special needs is important because it
helps make air travel more accessible and comfortable for everyone, no matter their abilities. It
ensures people get the support they need to feel safe and at ease during flights. By identifying
where airlines can improve, we can create a better travel experience for passengers who might
face extra challenges. This research also helps airlines follow the rules, keeps customers happy,
and makes air travel more inclusive for all.

-(

By identifying the gaps sa airlines assistance provided for passengers with special needs, yung
study natin can push airlines to improve and investigate yung mga services nila, or mismong
government yung magmamandate ng mga programs making the travel of special needs more
accessible and this can contribute to a more inclusive tourism industry, regradless sa age, sa
sensory impairments, sa cognitive disabilities makakapagtravel

Reasons why passenger with special needs travel

1. Medical treatment
2. visit
3. business or work
4. leisure

Assistance for PSN

Cebpac

1. wheelchair (request up to 4hrs b4 flight)

2. Allowed service animals (based on iata cebpac accepts dogs)
3. medical assistance

PAL

1. Special medical supplies

 2. equipment (oxygen tanks)
3. Special meals
4. pre cut meals
5. curbside assistance
6. lavatory usage

What are the air travel process

1. Pre- Travel- arranging docs, packaging, booking flight

2. Pre flight- check in, security check,
3. In flight- nasa plane na, meals, passenger services
4. post flight- after landing, baggage claim p, passing thru customs

Difference between airline assistance services and airport assistance services?

airline assistance services mismong company ng airline yung nagbibigay ng assistance like
check in, boarding, and in-flight(more like related sa flight) . while airport assistance naman is
provided mismo ng airport such as entering and exit ng airport, assistance with immig,
information desk , procedures available sa lahat ng passengers regardless sa kung anong
airline.

SOPs AND OBJECTIVES

Here are potential questions and answers for your proposal defense based on your research
objectives and statement of the problem:

1. To determine the influence of airline assistance services on passengers

with special needs

Question: How will you measure the influence of airline assistance services on passengers with
special needs?
Answer: We will measure the influence of airline assistance services by gathering data through
surveys directed at passengers with special needs who have used these services. The survey
will focus on their perceptions of how the assistance affected their overall travel experience,
covering factors such as the quality of support, timeliness, and appropriateness of the services
provided. We will use a Likert scale to rate their experiences, allowing us to quantify the
influence of these services.

2. To determine the influence of comfort and safety on passengers with

special needs
Question: How will you evaluate the impact of comfort and safety on passengers with special
needs?
Answer: We will evaluate the impact of comfort and safety by including questions in the survey
that specifically ask passengers how airline assistance affected their sense of security and
physical comfort during the journey. The passengers will rate their experiences in areas such as
seating arrangements, ease of mobility within the airport, security screening processes, and
personal assistance provided. This data will help us determine whether comfort and safety are
adequately addressed by the airline services.

3. To investigate the relationship of airline assistance services on comfort

and safety for passengers with special needs

Question: How will you examine the relationship between airline assistance services and
passengers' comfort and safety?
Answer: We will examine the relationship by conducting a correlational analysis of the data
collected from our survey. This analysis will look for statistically significant relationships between
the quality of airline assistance services and reported levels of comfort and safety. By comparing
the responses, we aim to identify if better assistance leads to higher levels of comfort and safety
or if there are gaps that need to be addressed.

1. How may the influence of airline assistance services on passengers with

special needs be determined?

Question: How will you identify the specific influence of airline assistance services on
passengers with special needs?
Answer: The specific influence will be identified through a detailed survey that measures
passengers’ experiences and perceptions of the services they received. We will analyze their
responses to determine if assistance services improved their experience, made them feel more
secure, or contributed to their overall satisfaction during the travel process.

2. How may the influence of comfort and safety on passengers with special
needs be determined?

Question: What indicators will you use to assess the influence of comfort and safety on
passengers with special needs?
Answer: Indicators such as ease of access to facilities, seating comfort, assistance in boarding
and deboarding, and interactions with airport staff will be used to assess comfort. For safety, we
will consider how well passengers were assisted during security checks, how safe they felt in
the airport, and their trust in the assistance provided during emergencies or challenging
situations.
3. How may the relationship of airline assistance services on comfort and
safety for passengers with special needs be investigated?

Question: What methods will you use to investigate the relationship between airline assistance
and passenger comfort and safety?
Answer: We will use statistical methods such as correlation analysis to investigate the
relationship. This will allow us to identify if there is a positive or negative correlation between the
quality of airline assistance services and the levels of comfort and safety reported by
passengers. This analysis will help us understand if improvements in assistance lead to better
comfort and safety outcomes for special needs passengers.