Effective Communication with Passengers with Reduced Mobility in Select Airlines at Ninoy Aquino International Airport Terminal 3

A Thesis Proposal
Presented to the Faculty of
Institute of Liberal Arts and Sciences

In partial fulfillment of the requirements for the degree of the
Bachelor of Arts Major in Aviation Communication

Katrina Angelika T. Natividad
2015

Chapter 1

1.1 Introduction
Communication has always been an integral part in every industry. It binds people and helps build connection for greater understanding, safety and for better service. According to Aksoy and Dernadis, in an industry like aviation, grave accidents like aircraft crashes and mid-air collision could happen if there is a miscommunication between persons or lack of communication of important information. (2007)
The research is aimed at looking into the effective communication between handicapped passengers and airport and airline personnel. “Persons with disabilities make up a significant and growing percentage of the world’s population and constitute the world’s largest minority. The World Health Organization (WHO) reports that this number is increasing through population growth, medical advances and the ageing process.” (“UN International Civil Aviation”, 2013)
The researcher wants to know the instruments and materials, procedures and guidelines that the airline and airport use in order to accommodate the handicapped passengers in the airport.

1.2 Related Literature
From 2011 to 2013, Ninoy Aquino International Airport had been dubbed as the world’s worst airport by sleepingairports.net, an airport guide and review website. Among the criteria that lead to negative rating are the long queues, difficult transfers, long delays, crowded terminals and unfriendly staff. The airport had also received disability complaints.
According to the article of Castiglioni, there