Airport Backstage Tour

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