A comparative analysis of inclusive services for passengers with hidden and visible disabilities at Istanbul Airport

In an era characterized by an unprecedented surge in global air travel, the demand for services tailored to diverse passenger segments has reached new heights. Of particular significance is the increasing focus on individuals with hidden or invisible disabilities, reflecting the aviation industry's evolving commitment to accessibility. This study delves deeply into the world of passengers with both hidden and visible disabilities, conducting a meticulous examination of the services available to them on a global scale and across various airports. Employing a qualitative research methodology, we analyse the provision of special assistance at airports, conducting an exhaustive comparative assessment of passenger services. Through this rigorous investigation, our aim is to provide a detailed overview of the range of services currently accessible to passengers with hidden disabilities worldwide. Additionally, we seek to identify airports that serve as exemplars in providing services to passengers with disabilities, thereby contributing to the advancement of accessibility in air travel. To this end, we examined the provided services in major airports, Istanbul Airport (IGA), Munich Airport (MUC), Incheon International Airport (ICN), Tokyo Haneda Airport (HND), and Hamad International Airport (DOH), using MAXQDA software with content analysis method. This research contributes to a deeper understanding of the challenges and opportunities in serving passengers with disabilities, fostering inclusivity and equal access in the aviation sector.