United takes a big step forward for Customer Service

This past week we had the honor to attend United Airlines annual Operations and Cargo Leadership Conference in Chicago, where over 600 airport Station Managers gathered for three days of varying sessions encompassing the topic of service.  Service Managers came from all around the world and country, from Oahu to Amsterdam, and everywhere in between. Their adopting mission this year is to improve the customer experience around the world. 

The company has settled into the recent merge well, staff from both United and Continental Airlines reporting that the collaborating efforts were going way better than expected.  Still overcoming some curves and glitches, as to be expected, but as a whole the company genuinely wants to come out on top and the great strides its top tier has been making don't go unnoticed.

Our presence at this conference was with the Accessible Travel Advisory Board (ATAB).  The 15 members have had great input since our board's inception in 2008 (then with Continental), and we love being a part of this "family." Assisting with accessibility in all aspects of the company from check-in to in-flight, from "below-the-wing" (baggage, maintenance, and beyond) to website and mobile apps, our board has learned more about the airline industry than we ever dreamed we could.

Taking a big step forward from our smaller meetings, United asked our group to join this conference and speak as a panel to the attendees - yes all 600 of them!  On stage, under bright lights, each of us were to answer their one burning question: "How can United best serve you?" We each had 3 minutes to describe the best travel day possible, and when it was all said and done, the feedback we received was that our 40 minute segment was the best of the conference.
We were impressed immediately by the obvious dedication to their improvement; on the notepad and notebook that was in all packets for the conference was written the following mission, as one of four service missions: "Serving customers with disabilities - understand accessibility.  Our mission is to treat every customer with empathy, dignity, and respect. The diverse range of disabilities drives diverse needs. As a leader, you will increase the awareness of these needs in your co-workers, vendors, and airport community."  We trust that with 600 worldwide station managers receiving this mission, the results will trickle out quickly.

In our debriefing session that followed, we heard from several departments as usual, all of which continue to make great strides in accessibility improvements across the board.

For starters, their internal ATAB meets monthly, and has made changes to many internal formats, resources, manuals, and trainings.

The changes have already started to take hold. All of our board members had received the on board briefing for example, of which we historically get 0-10% of the time.

Among one of the more exciting developments was that United's top tech team followed and filmed the online experience from start to finish of our board members who is blind in order to best improve the web and mobile app accessibility of the entire experience - which is among the hardest customer experiences to perfect.  Pat reported that most had never seen a blind person operate an iPhone, and that they'd be doing additional filming in Chicago and overseas as well. 

With the board's approval, Pat recommended that United adopt a full Web Accessibility Policy such that Alaska Airlines, IBM, and even the State of Texas have already adopted.  Putting their mobile strategy first shows that this company is looking forward to the future.

Many other changes are trickling down as we type, from Real Time Technology for better vendor (wheelchair pushers) and airline communication, to a new required form for emotional support animals - bringing United up to speed with other airlines who have been confirming these animals' validity by calling the doctor's who "prescribe" them, thus cutting down on the viral abuse of this privilege. 

One last thing that the board has been hitting the airlines hard on since our inception is to have SSR (Special Service Request) codes improved with more detail so the gate agents know exactly what disability to expect - and thus plan for - when a request comes through. 

Hopefully with all these changes, and future changes to come, you will all come to find that United is a better airline to fly - if not the best - for people with disabilities and special needs.

We are still waiting on videos and photos from this conferences, but as soon as we get them, we'll post them here.

Happy traveling -

BLM Enters Into Memorandum of Understanding with Disabled Sports USA

To enhance the recreational use of public lands by the disabled, the Bureau of Land Management today signed a Memorandum of Understanding (MOU) with Disabled Sports USA. Recognizing the enormous value of promoting public-private partnerships that encourage people with disabilities to use public lands, the MOU creates a cooperative framework for programs and activities designed to increase the recreational use of public lands by disabled veterans and others with permanent disabilities.

“The Department of the Interior and the BLM are committed to ensuring equal access to outdoor recreation on public lands—particularly those activities that require specialized equipment or instruction,” said Deputy Secretary of the Interior David J. Hayes. “This MOU advances that important effort.”

BLM Director Bob Abbey added, “The long-term relationship the BLM and Disabled Sports USA established today will cultivate dialogue, generate ideas, and enhance access for persons with disabilities to outdoor activities on BLM-managed lands.” The MOU will remain in effect for five years, at which point the BLM and Disabled Sports USA can renew the agreement.

The demand for outdoor adventure and recreation activities for persons with disabilities continues to grow, and new equipment and access innovations are constantly expanding the possibilities for enjoyable, healthy, active, outdoor experiences. Additionally, veterans wounded and disabled in recent wars are increasingly seeking challenging outdoor activities to aid in their recovery and improve their quality of life. With this in mind, the BLM and Disabled Sports USA will use the MOU to jointly pursue projects and activities on public lands that are appropriate for persons with disabilities.

Moving beyond outdoor recreation, the MOU also aims to increase the participation of America’s wounded and disabled veterans and others with disabilities in the BLM’s public land-use planning process. This open process provides opportunities for persons with disabilities to engage in land management planning activities including access-enhancement projects and safety and environmental education programs.

Through this involvement, along with shared information, networking, and partnerships generated by the MOU, the BLM can incorporate ideas and innovation into policies, land-use plans, and permitting allocations while better accommodating and expanding opportunities for all—especially America’s disabled veterans and persons with disabilities.

“We at Disabled Sports USA welcome the MOU with the Bureau of Land Management as a way to promote recreation on our public lands for our nation’s disabled veterans and others with disabilities. Because of innovations in adaptive equipment and an increase in trained instructors, those of us with disabilities are  experiencing greater accessibility to public lands,” said Kirk Bauer, executive director of Disabled Sports  USA and a disabled Vietnam veteran. “This represents a wonderful opportunity to enjoy healthy, outdoor  activities on public lands.”

Disabled Sports USA is a national, non-profit organization established in 1967 by disabled Vietnam veterans  to serve the war injured. Through its national network of more than 100 chapters in 38 states, Disabled  Sports USA offers sports rehabilitation programs to anyone with a permanent disability, including targeted  programs for disabled veterans. In serving those with disabilities – from visual impairments and spinal cord injuries to multiple sclerosis, cerebral palsy, and amputations – Disabled Sports USA facilitates recreational activities on both public and private lands. 

Under the MOU, the BLM and Disabled Sports USA will work together to promote outdoor recreation participation on public lands and foster health and fitness, independence, and social integration for veterans and other persons with disabilities. The benefits of participating in recreational activities – such as skiing, snowboarding, kayaking, sailing, and whitewater rafting – are proven to enhance individuals’ self-confidence, physical and mental well-being, and their quality of life.

To read the MOU, go to http://blm.gov/qv5c.

To visit the BLM National Recreation Accessibility page, go to http://www.blm.gov/wo/st/en/prog/Recreation/recreation_national/accessibility.html.

To visit the BLM page dedicated to accessibility for disabled veterans, go to http://www.blm.gov/wo/st/en/prog/Recreation/recreation_national/accessibility/disabled_vets.html.

To visit Disabled Sports USA, go to http://www.dsusa.org

Delta slapped with largest DOT382 (access) fine in history

Proving the government means to take DOT382 seriously, a fairly recent amendment to the Air Carrier Access Act (ADA of the skies), Delta was served a $2million fine this week for violations to this act.  View the official Press Release here.

Some of the fine will be allotted back into improvements to Delta's system for travelers with disabilities, such as improvements to jetway- and terminal-level access, enhancing booking specifics, and technology with their local vendors. 

Equal Rights Center launches new campaign

The Equal Rights Center (ERC) is getting ready to launch an exciting new multi-faceted campaign – “What’s Wrong with this Picture?” – which will educate people across the nation on what civil rights mean for people with disabilities, and barriers to look for in accessibility. 

The focus of our campaign will be a ‘game,’ in which users are shown a picture and are asked to identify the inaccessible feature.  In this way, people with and without disabilities will have a fun and stimulating forum through which to learn more about what federal law mandates.  Users will also find additional resources on accessibility, an easy to use complaint form, and real testimonials from people with disabilities encountering accessibility barriers in their daily lives.

ERC is asking your help in gathering real testimonies.  The project will be made stronger through the voices of real people, with various disabilities, who can share their experiences.  The testimonies need only be one to two paragraphs, can include a picture or not, and can be submitted with a real name or anonymously.  They would also love to share any videos which you think would be appropriate – of personal testimony, or of civil rights issues in general for persons with disabilities.

Please pass this along to your list, staff, advocates, and community members to submit testimonies of barriers to accessibility, or stories of reasonable accommodations or modifications, by January 31, 2011.  The focus of the campaign is housing, but we welcome public accommodations and employment stories.

Please email or send your testimonials to:

Robyn M. Powell, Disability Rights Program Manager
Equal Rights Center 11 Dupont Circle, NW, Suite 450,  Washington, D.C. 20036 
(202) 370-3210
rpowell@equalrightscenter.org   

What is protecting and creating the legal rights for airline travel for customers with disabilities?

One of the most common misconceptions of airline travel for people with disabilities is in the legal department.  There are many laws in place that protect travelers with disabilities, some of which have been in place for a decade or even two, that many travelers still don't know about.  In addition, there are frequent updates to these laws, acts, and regulations.  While it is not necessarily your responsibility as a traveler to know and protect these rights, that is perhaps the most important responsibility of our government, yet it is in your extreme best interest to stay on top of them and be proactive about them.

In addition to what is listed briefly below, travelers can use the US Access Board to stay on top of this topic.  http://www.access-board.gov/gs.htm

Highlights of the existing rights:
ADA- Americans with Disabilities Act; 1990
Title I: employment rights
Title II: public services
Title III: public accomodations
Title IV: telecommunication services
Title V: misc provisions
Where the ADA steps in for travel is in the airports


ACAA- Air Carrier Access Act; 1986
Prohibits discrimination on the basis of disability in air travel and requires air carriers to accommodate the needs of passengers with disabilities
Carriers may not refuse transportation on the basis of disability.
Airlines may not require advance notice for a person with a disability, with some minor exceptions (such as the 48 hr advance notice requirement for emotional support animals).
Airlines are required to provide assistance with boarding, deplaning, and making connections.
Carriers must designate Complaint Resolution Officials (CROs) to respond to complaints from passengers.
Carriers must obtain an assurance of compliance from contractors who provide services to passengers.


Rehabilitation Act Amendment; 1998
The law strengthens section 508 of the Rehabilitation Act and requires access to electronic and information technology provided by the Federal government. The law applies to all Federal agencies when they develop, procure, maintain, or use electronic and information technology. Federal agencies must ensure that this technology is accessible to employees and members of the public with disabilities to the extent it does not pose an "undue burden."


More acronyms and links:
ADAAG- ADA Accessibility Guidelines for Buildings and Facilities
FAA- Federal Aviation Administration; guidelines are slowly becoming standards
DOJ- Department of Justice
DOT- Department of Transportation
ADCP- Airport Disability Compliance Program; auditing and educating operators on standards

What happens when airlines violate the Air Carrier Access Act (the ADA of the skies)

In May of 2009, the Air Carrier Access Act (ACAA, 1986) was amended expanding upon the rights for travelers with disabilities under what is labeled DOT 14 CFR part 382 (382).

382 came in with dozens of new rules and a hefty fine system for violating them. Just one violation of 382 can bring down a $27,500 fine (yes that # is right) on the airline, and the violations usually occur in multiple areas so the fine amount is never that low.

Before the new amendments were adopted, many airlines were fined, especially in the year 2003, when the DOT found that America West Airlines, JetBlue Airways, and Southwest Airlines violated the ACAA by failing to provide a stowage space for standard-size folding wheelchairs inside the cabins of their aircraft.

But since last year's 382, airlines have been fined in increasing amounts, and yet many airlines still fail to improve upon their training of handling customers with disabilities and their equipment, nor have they beefed up awareness of these new rules and rights for their employees. Without the proper training, the employee ignorance is somewhat excusable, so the responsibility fall on the airline executives and trainers, not the employees themselves. Some of these airlines have been correcting their training, such as Continental, Southwest, and American, but most have not yet.

In January of 2010, TAM Linhas Aereas was fined first and least, at $5000, for incorrectly filing annual reports detailing disability-related complalints that the foreign complaints from passengers during 2007-08. 

Along the same lines, in May of 2010, The DOT assessed a civil penalty against Continental Airlines for filing incomplete reports with the Department tabulating complaints that passengers with disabilities registered with the carrier. Continental was ordered to cease and desist from further violations and assessed a civil penalty of $100,000.

In August 2010 AirTran was one of the largest fines to date, totaling $500,000. The DOT found several violations against the requirements for boarding assistance. In addition, the carrier’s complaint files showed that it frequently did not provide an adequate written response to complaints from passengers. DOT said up to $200,000 of the airline's fine "may be used to improve its service to disabled passengers beyond what is required by law" including using up to $140,000 to "employ an automated wheelchair tracking system at AirTran's major hub airports within one year that will generate real-time reports of the carrier's wheelchair assistance performance."

Additional airlines are being reviewed for recent violations and readers will likely see increasingly more fines in 2011 due to the still existing lack of understanding and awareness of 382.  If passenger awareness grows faster than employee awareness, the sliding scale will be out of balance for quite some time.   

Know which airlines make mistakes, and which airlines take care of their customers. Protect your rights AND your equipment by patronizing those who care to go above and beyond the ACAA. View past legal cases against the airlines here.

Universal Access in Airports Conference

Houston, TX
October 19-20, 2010

The Open Doors Organization (ODO) out of Chicago, IL hosted its bi-annual (/2yrs) Universal Access in Airports Conference at the Crown Plaza Houston Downtown this week, welcoming over 100 airline, airport, government, and service provider personnel to come together and present on vital topics on accessibility for travelers with disabilities such as legal rights, technology, service animal relief areas, websites, emergency preparedness, and training. 

These topics are of vital importance now and even more so in the coming years; as of January 1st, the 79 million baby boomers in the US alone will start turning 65 at an alarming rate of 10,000 per day.  By 2020 50% of that group will be traveling with a disability.  Just five years later, that number will grow to 75% and will make up 40% of the public that travels by air.  By the year 2050, 25-30% of the international population will be over 60 as well.  Improving airports' and airlines' accessibility will not be optional, it will be vital.  Assisting the these providers to get on the right track now, instead of playing catch-up later, will be a matter of survival for the companies.

Because these past two days had so much important information to report on, we will take this space to update you on the various topics touched upon in this conference over the remaining weeks of 2010. But the largest message we personally took away from this conference was that while these organizations may not appear fully accessible to you now, they ALL desire to go above and beyond the requirements of the legal requirements.  They collectively see the gaps in universal design across the board and are eager to learn how to make this type of travel as seemless as possible for traveler.  They are eager to work with companies and consultants who are excelling- some of these are not even US agencies and examples. 

We are proud to be a part of this progress; it was an absolute pleasure meeting the various airport Customer Service Coordinators, Disability Outreach Officers, Boeing Engineers, and US Access Board Accessibility Specialists.  This was a room full of bright minds, progressive thinkers, and dedicated researchers, who WILL change this world in the near future.  We're excited to share the progress with you over the next few weeks.

President Obama Signs Twenty-First Century Communications & Video Accessibility Act

reprint from the http://www.disability.gov/ blog, October 8

Today President Obama signed into law the Twenty-First Century Communications and Video Accessibility Act of 2010. This law will ensure that Americans with disabilities can more fully participate in society and enjoy all that new technologies have to offer--especially Internet-based and mobile services.

The new law will make it easier for people who are deaf, blind or have low vision to access the Internet, smart phones, television programming and other communications and video technologies. The law will also make sure that emergency information is accessible to individuals who are blind or have low vision. In addition, $10 million per year will be allocated from the Interstate Relay Service Fund for equipment used by individuals who are deaf-blind. For more information read What S.3304 Does For Us from the Coalition of Organizations for Accessible Technology.

Visit Disability.gov for more information about accessible technology.

Air Carrier Act Update: ALERT!

Please join the DBTAC - Southwest ADA Center at ILRU for a webcast on “The Air Carrier Access Act Update and Impending Changes”.

Bill Burnell, Manager of Customer First and Regulatory Programs, Continental Airlines Airport Services Policies and Procedures, will present the webcast on "The Air Carrier Access Act Update and Impending Changes” on Wednesday, April 1, 2009 at 2:00pm Central.

This session is will provide a brief overview of the new amendments to the Air Carrier Access Act of 1986 (ACAA) and it’s implementing regulation, 14 CFR Part 382 (Part 382) which will become effective on May 13, 2009. The ACAA prohibits discrimination against individuals with disabilities in commercial air transportation along with its implementing regulation, 14 CFR Part 382 (Part 382).

Mr. Burnell will discuss how these new amendments apply to both U.S. and foreign carriers, airport accessibility and changes to common services such as flight reservations. He will also address specific changes that may affect passengers who use respiratory assistive devices and passengers who are deaf or hard-of hearing.

Bill Burnell is responsible for ensuring compliance to all regulations involving disability issues set forth by the government at Continental Airlines. Some of the current programs he has implemented include “Project Airport”, an airport tour program that Continental and Memorial Hermann-TIRR initiated at Houston’s Bush-IAH airport, and the “Customers with Disabilities Advisory Board”, a group comprised of several members of the community with disabilities that meets with members of various departments within Continental to offer suggestions and tips on how to better improve disability handling and the product the airline is offering.

To link to this webcast and download accompanying materials visit:
http://ilru.org/html/training/webcasts/calendar.html
Presentation slides are available in text and PDF as alternate formats.

For instructions on how to access a webcast visit:
http://www.ilru.org/html/training/webcasts/instructions.html

Please visit this site ahead of time to test and ensure your computer is configured and updated to participate in the webcast.

For technical assistance, please check out our FAQs (frequently asked questions) at:
http://www.ilru.org/html/training/webcasts/FAQ.html

Or contact a webcast team member at swdbtac@ilru.org or 713.520.0232 (v/tty).
This webcast is supported through the DBTAC - Southwest ADA Center, a project of ILRU. Southwest ADA Center (www.SouthwestADA.org) is one of ten Disability and Business Technical Assistance Centers (DBTACs) funded by the National Institute on Disability and Rehabilitation Research (NIDRR) to provide training, technical assistance and materials dissemination on the ADA and other disability-related laws. NIDRR is part of the U.S. Department of Education.

The opinions and views expressed are those of the presenters and no endorsement by the funding agency should be inferred.

We hope to see you on Wednesday, April 1st, 2009!

New Government, New Ideas

We find this highly inspiring and had to share... now he just needs to put a #5 in there, Adventure Travel for Everyone!

Obama's Commitment to Accessibility:

"The Obama Administration has a comprehensive agenda to empower individuals with disabilities in order to equalize opportunities for all Americans.

In addition to reclaiming America's global leadership on this issue by becoming a signatory to -- and having the Senate ratify -- the UN Convention on the Rights of Persons with Disabilities, the plan has four parts, designed to provide lifelong supports and resources to Americans with disabilities. They are as follows:

First, provide Americans with disabilities with the educational opportunities they need to succeed.

Second, end discrimination and promote equal opportunity.

Third, increase the employment rate of workers with disabilities.

And fourth, support independent, community-based living for Americans with disabilities.

This commitment to accessibility for all begins with this site and our efforts to ensure all functionality and all content is accessible to all Americans."

Destination Myrtle Beach!

I'm excited to hit the road for Myrtle Beach on September 30th to bring back good news of greatly improved access to the beaches and golf courses over the past few years.



I've been in contact with the Myrtle Beach chamber, Island Vista Resort, and several golf coures who have been proud to announce the area's new access highlights, including brand new ramps, beach wheelchairs, and ADA lodging.



Stay tuned for multiple articles on various subjects of Myrtle Beach, including Action Magazine, Palaestra, Active Living, Exceptional Parent, and hopefully the AARP!



If you have any highlights on this area, please let me know!

Confuse "Pet" for "Service Dog?"

On our way home from the Abilities Expo in Edison New Jersey, we ran into a bit of a problem with Continental. To their credit, our first problem ever with them, and it was sorted out without an issue.

However, we figured we might as well just share it, so if you come across this issue, you know what to do.

The request: Our service dog is big, and we like the bulkhead for her and for extra room for us.
The problem: The gate agent thinks "No animals in the bulkhead row."
The truth: "No PETS in the bulkhead row."

His justification: All animals must be considered as luggage, and stored out of the way of passing customers for safety. Therefore they must be stowed under the seat in front of them.
Our justification: Mohawkie is not a pet, and we've done this for five years without question.

How do we protect ourselves usually?
1. We bring a copy of the FAA rules with us to back our rights up.
2. We bring a copy of the Service Animal rules from the ADA with us to back our rights up.
3. When in doubt, we ask for the airport disability representative or a TSA representative to protect our rights.

How did we resolve this issue? Upon proving to both the gate agent AND the green flight attendant that although the FAA states "Pet," this does not apply to a service animal because a)many of them are too big to go under the seat in front, and b)the bulkhead is the official disability seating.
We did have to get a TSA agent over to settle our dispute professionally, but we spent the first 10 minutes nicely stating our point so that the issue didn't get inflated with defensiveness and anger so it could be resolved more quickly. When our case wasn't accepted, we had someone else back it up.

Usually Continental employees are more informed than this, so we were surprised, but not disappointed. We managed to educate 5 staff members, and got into our seat on time as usual.

The bottom line: KNOW YOUR RIGHTS.