Segmentation of passengers on the autism spectrum in their use, preferences and acceptance of digital technology at airports in Spain
Abstract
Purpose
Following the COVID-19 pandemic, airports have begun implementing more digital technologies. While these technologies can enhance the airport experience for passengers on the autism spectrum, this population tends to be studied as a single segment. However, people on the autism spectrum have different preferences, skills and abilities and levels of acceptance of digital technologies. We aim to explore the acceptance of recently implemented digital technologies, self-service kiosks and other digital technologies such as biometric facial recognition in the airport environment among passengers on the autism spectrum, who are not a single segment.
Design/methodology/approach
We carried out an academic-industry collaboration project in 2022 at Barcelona’s Josep Tarradellas Airport with the Spanish airport operator Aena, Vueling Airlines, three associations representing people on the autism spectrum (stakeholders) and 60 participants on the autism spectrum recruited by the three associations. Interviews were conducted during the airport visits to compare airport experiences: Group 1 provided input on the traditional airport experience using manual or analogue processes, and Group 2 provided feedback on the airport experience using digital technologies.
Findings
The use of cluster analysis revealed three distinct segments: traditional, automated with assistance from others and digital. Our findings provide airports with insights into recently implemented digital technologies at airports for passengers on the autism spectrum.
Originality
This article brings new knowledge about passengers on the autism spectrum and their relationship with digital technologies in the airport environment, a topic that has not been previously studied.
Keywords
Acknowledgements
Erratum: It has come to the attention of the publisher that the article, Cerdan Chiscano, M. and Darcy, S. (2024), “Segmentation of passengers on the autism spectrum in their use, preferences and acceptance of digital technology at airports in Spain”, Journal of Enabling Technologies, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/JET-09-2023-0031, displayed an incorrect abstract in error. This error was introduced due to an unexpected system error and has been corrected in the online version of the article. The publisher sincerely apologises for any inconvenience caused.
This research was supported by grants from Barcelona Provincial Council and made possible through the collaboration of three advocacy associations: Dincat-Plena Inclusió, the TEB Foundation and the Paideia Foundation.
Citation
Cerdan Chiscano, M. and Darcy, S. (2024), "Segmentation of passengers on the autism spectrum in their use, preferences and acceptance of digital technology at airports in Spain", Journal of Enabling Technologies, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/JET-09-2023-0031
Publisher
:Emerald Publishing Limited
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