The Influence of the Elderly-friendly Communication Model and Emotional Support Provided by Flight Attendants on the Travel Experience of Elderly Passengers

Abstract

With China's rapidly aging population, the demand for air travel among the elderly has been steadily increasing, establishing senior
passengers as a crucial segment in the civil aviation market. As a core component of air travel services, cabin crew performance directly determines elderly passengers' travel experiences, with age-friendly communication and emotional support serving as pivotal factors in enhancing their service satisfaction. This study examines the physiological, psychological, and behavioral characteristics of elderly passengers to
define the core principles and components of age-friendly communication paradigms, analyzes concrete manifestations of emotional support,
and investigates their mechanisms of influence on travel experiences. It identifies current challenges in age-friendly servicesincluding nonstandardized communication practices and insufficient emotional supportand proposes targeted improvement strategies, providing actionable insights for the aviation industry to elevate service quality and refine its age-friendly service systems.