A Webinar about Planning, Negotiating and Managing Air Travel for People with Disabilities
By Delta and United Spinal Association
Air Travel
“Back Stage Pass”
What we need to know and what you should share
The Person who is you Should know in Every Airport
Arriving at the Airport
Methods of Checking In for Your Flight
Going Through Security
On to the Gate
Transfers on and off an Aircraft
Accessibility Features on Aircraft
Welcome
to our Flight
How Many People with Disabilities travel by Air?
A.1 Million
B.5 million
C.15 Million
D.54 Million
How Many People with Disabilities travel by Air?
A.1 Million
B.5 million
C.15 Million
D.54 Million
•Whatever you feel comfortable sharing service needed to provide accommodation
•Information that gives us advance notification
•Carriage of Assistive Devices
What we need to know, What you should share.
The Person who you Should know in Every Airport
Complaint• A requirement of the Air Carrier Access Act, all carriers must provide a CRO to
a passenger if there is a violation of the Air Carrier Access Act or if requested by a person with or acting on behalf of a person with a disability
Resolution• Airlines all want to resolve the issues of any passenger as quickly as possible• CROs are in place to ensure compliance to the Air Carrier Access Act and to
provide customer service that gives you the best chance at the same experience any other passenger receives.
Official• This person is considered an expert on Disability regulations and
company policy related to assistance for passengers with disabilities• One must be on duty during all operating hours of the airport
Who is the one person you should ask to speak to if you encounter a problem while traveling by air?
1.A Crimson RedCoat Officer
2.A Common Reluctance Orderly
3.A Corporate Resistance Officer
4.A Complaint Resolution Official
Who is the one person you should ask to speak to if you encounter a problem while traveling by air?
1.A Crimson RedCoat Officer
2.A Common Reluctance Orderly
3.A Corporate Resistance Officer
4.A Complaint Resolution Official
Get a lay of the Land
Arrivals Entrance of the Airport Check Flight Status Frequently of Contact
Arriving at the Airport
Methods of Checking In for Your Flight
Online SkyCaps KioskAny
Uniformed Agent
Going Through Security
• Need Assistance?• www.TSA.gov• Ask for an Airline
CRO
• When in doubt, declare it to an agent
• Liquids and Gels ban
• Same security process
Security
• Agent talking with wheelchair users
Transportation Through the Airport
Airport Elevators
How Many Airline Personnel come in contact with an Individual with a disability in the Travel Ribbon?1. 52. 103. 154. 23
Answer: C – 151. Reservationist/Travel Agent2. Representatives working the
Que3. SkyCap at Arrival4. Delta Airport Wheelchair Pusher5. Delta Ticket Counter Agent6. Baggage Handlers7. TSA Agent (Security)8. Delta Gate Agent9. Ramp Agent10.Flight Attendants11.Pilot12.Complaint Resolution Official-
CRO13.Personnel in a Connecting City14.Personnel in the Destination
city15.Lead CRO
On to the Gate
• Preboarding• Not all transfer chairs are created equal
On to the Gates:Preboarding
GIDS – Gate Information Display
Transfer chairsTransfer or Aisle Chairs
1
1
2
3
Assistance Down a Jetway
Inside the Jetway
Transfers on and off an Aircraft
• “what is the best way for me to assist you?”• Transfers at the Door of the Aircraft• You control the transfer – you direct the traffic
Transfers on
and off the Aircraft
Transfer using a Transfer Board
Two Man Transfer
Transfer with a Hoyer Net
Moveable aisle armrestMoveable Aisle Armrests
Last Question
True or False“The customer with a disability is the expert on their disability. It is the airline’s responsibility to figure out how to match their services to the needs of the customer. Airlines that want to benefit from assisting passengers with disabilities must listen to and follow the direction of a person with a disability.”
TRUE
• Moveable Aisle Armrests• Bulkhead seats• Onboard Stowage location• Accessible Lav (only on dual aisle aircraft)• Onboard Wheelchair• Defibrilators• Reasonable Accommodation*
Accessibility Features on Aircraft
Thanks for Flying with Us