Systematizing Accessibility Within Airport Service Quality Categories: Evidence from Brazilian Airports

The airport infrastructure and the services provided by air transportation significantly impact passengers’ experiences and the airport service quality (SQ). Although SQ in airports has been extensively examined in existing research, the correlation between key SQ indicators and accessibility parameters for people with disabilities, a subject of ongoing historical evolution, remains underexplored. Based on a systematic literature review, this study presents the relationship between accessibility components and SQ indicators within the airport context. In addition, through a case study involving the implementation of an accessibility assessment tool in Brazilian airports, the research empirically demonstrates how accessibility is integrated into and reflected across multiple SQ categories, indicating that when an airport provides inclusive access opportunities for all passengers, overall SQ improves.