Airport Operators’ Performance in Enhancing Travel Experiences for Individuals with Autism: A Critical Review in the Context of the SDGs

Objective: The objective of this study is to assess the performance of airport operators in enhancing the travel experience and workplace inclusion for individuals with Autism Spectrum Disorder (ASD), particularly focusing on employees who are caregivers and passengers requiring neurodiverse support. Theoretical Framework: The study draws on five interrelated frameworks: social inclusion and human rights, corporate social responsibility (CSR), universal design, the United Nations Sustainable Development Goals (SDGs), and service performance models such as SERVQUAL. These frameworks support a holistic understanding of accessibility, ethics, and institutional responsibility. Method: The study is based on a criticality analysis, using a structured questionnaire administered to a purposive sample of 60 respondents, including airport employees and parents of children with ASD. Data collection focused on assessing ten targeted support measures across three quantitative dimensions: Impact, Likelihood of Implementation, and Effectiveness, each rated on a Likert scale. The overall Criticality Score was computed using the product of these dimensions and normalized to a relevant scale for comparative analysis. Descriptive statistics and heatmap visualizations were used to rank and classify measures into four strategic priority tiers. Finally, an action plan assessment matrix was also applied to guide implementation pathways. Results and Discussion: Findings identified flexible work arrangements and autism awareness training as top priorities for immediate implementation. Measures such as infrastructure modifications and crisis plan require medium- to long-term investment. Results are interpreted through ethical, operational, and SDG lenses. Research Implications: The study informs inclusive policy design, strategic planning, and CSR reporting. Implications are particularly relevant for aviation management, HR professionals, and public service designers. Originality/Value: This research offers a novel integration of stakeholder perception, criticality modeling, and inclusion theory in airport environments. It highlights a rarely addressed intersection of employee caregiving, neurodiversity, and sustainable transport.