<![CDATA[This study examines whether passengers with disabilities' perceptions of inclusive ground handling services are associated with their inclusive passenger experience and the brand image of the national airline they most recently used, and whether passenger experience mediates this relationship. A quantitative explanatory design was applied to survey data from 300 passengers with disabilities selected purposively based on direct experience with airport ground services. The model was estimated using partial least squares structural equation modeling (PLS-SEM) in SmartPLS 4. The measurement model showed satisfactory indicator reliability, internal consistency, convergent validity, and discriminant validity. Perceived Inclusive Ground Handling Services had a positive effect on Inclusive Passenger Experience (β = 0.455, p < 0.001) and National Airline Brand Image (β = 0.217, p < 0.001), while Inclusive Passenger Experience positively affected National Airline Brand Image (β = 0.330, p < 0.001). The indirect effect through Inclusive Passenger Experience was also significant (β = 0.150, p < 0.001), indicating partial mediation. PLSpredict produced positive Q²predict values for all endogenous indicators; prediction errors were consistently lower than the linear-model benchmark under RMSE, although the MAE comparison was mixed. The findings therefore concern passenger-perceived inclusiveness at observable service touchpoints rather than internal organizational capability. They show that accessible facilities, competent and responsive staff, clear communication, and coordinated assistance can shape an inclusive travel experience and, through that experience, contribute to airline brand image.]]>
