Accessible Air Travel for People with Hearing Loss

By Joan Cassidy

Editor: What do you need to know as an air traveler with hearing loss? This article contains lots of that information, and the more of it you know, the better off you'll be. And I think you'll be pleasantly surprised to learn of some of the things that are in the works!

Our thanks to NVRC for their permission to share this article with you. You may share it with others, but be sure to credit NVRC. (See credit at the end of the article.)

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Moderator: Brenda Battat, SHHH

Panelists:
Sandra G. Cammaroto, Transportation Security Administration
Michael T. Spollen, Department of Transportation
David Martin, Delta Air Lines

Michael Spollen, Department of Transportation

Spollen talked about the 1986 Air Transportation Act and how it applies to travelers with disabilities. The four areas are Enforcement, Rule Making, Consumer Education and Outreach. In recent years the Department has investigated 15 allegations that access was not provided, most related to problems of people in wheelchairs being unable to get on or off the planes, no storage for folding wheelchairs etc. The airlines were required to pay civil fines totally $6 million in 2003 and $2 million in 2004. Most of the fines were spent on "offsets" used to directly benefit travelers with disabilities such as website enhancements, extra storage space on planes, advisory groups and staff training.

They are now working on rules that will apply to foreign carriers and other rules regarding the onboard use of medication especially oxygen and additional accommodations for deaf and hard of hearing passengers.

Their website is http://airconsumer.dot.gov or call 202-366-2222 Hot Line 1-800-455-9880.

Any complaint from a disabled individual is investigated. They will send an acknowledgement letter and refer the complaint to the airline which has 30 days to reply. Then they analyze and send a letter to the consumer. They work with airlines to change policy. Sometimes stories are so conflicting they cannot determine if there was a violation. They make a summary sheet of the investigation and try to get the airline to take corrective action. Often they bunch together several complaints before assessing fine.

For the past ten years they have been working on new rules for passengers with hearing loss. They will soon issue draft for public comment. The rules have already been amended ten times.

Sandra G. Cammaroto, Director of Office of Screening Persons with Disabilities,Transportation Security Administration

Before 9/11 the quality of security checks for passengers with disabilities varied between different airlines and airports. After 9/11 they realized the need for a policy that did not compromise security. Hidden disabilities are the toughest to check since the screeners may not know the passenger has a disability until they enter the checkpoint.

Plans for the future:
- Update Enhanced TSA website
- Establish Disability Hotline
- Develop reference materials for screeners
- Develop literature for the consumer in partnership with Air Carriers and Travel Agencies such as a new pocket guide for passengers with disabilities which will soon be available at travel agents.
- They are working on an ASL pilot program with 3D animated software to provide sign language interpreters on screen at checkpoints. The screener will talk into a microphone and the interpreter appears on the screen. They have a pilot program with DePaul University at Chicago Airport.
- Customer Satisfaction Survey: www.TSA.gov. Call Ms Cammoroto at 571-227-1823

David Martin, Delta Airlines Senior Specialist-Disabilities, Customer Advocacy

Delta wants to exceed expectations. He thanked us for our patience in waiting for improvements for deaf and hard of hearing passengers. Many airlines have equipment that is over 20 years old so they are working to bring the "dinosaurs" into the 21st century. Their complaints tell them that access is needed from the curb to the airplane. You can ask for assistance from the Skycaps who check our luggage and a wheelchair is not necessary to get assistance.

There is not enough manpower to provide escorts for everyone with a disability but they do allow all agents to go with you to the boarding gate. Agents have a checklist of their responsibilities. Any uniformed agent in the airport lobby must help if you ask. They are taught to look for indications of a disability and how they can help.

A Complaint Resolution Officer is always on duty. C, R, and O are the most important letters in the airline alphabet. Their Atlanta hub has 200 CRO officers. If you have problems at the airport ask for a CRO officer. They must bring one to you. After a bad experience on a flight you can call back to the CRO desk and they will pass it on and follow up.

At the gates Delta has visual displays which give all the information that is spoken over the loudspeakers. They want you to have a good travel experience but they also want to respect your privacy and try not to draw attention to passengers with a disability. If you want to pre-board just tell the gate agent that you have a disability, they are not allowed to ask for details. However, remember that first on is also last off so let them know if you have to make a connection and they will let you off first.

Flight Attendants have special training and must assist passengers with disabilities of all kinds, visible or not. If you cannot understand the announcements they must repeat them for you or write them down.

Technology:
- Gate information display systems
- Kiosks with computers that can speed up the check in process
- On board safety instructions are captioned
- TDD systems in Reservations, at the airport and through the Telephone Operators
- Assistive Technology Research and Partnering to find best practices
- Web site accessibility

Advocacy
Delta is the only airline with outreach programs, special tours to make sure planes are accessible. They want to exceed the expectations of their customers.

Ghostbuster Rule: If we don't take care of you... who you gonna call?

Q Are extra carryon bags allowed for disability equipment?
A Yes. Delta does not question why you need extra bag and will fit it on the plane.

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(c)2005 by Northern Virginia Resource Center for Deaf and Hard of Hearing Persons (NVRC), www.nvrc.org. When sharing this information, please ensure credit is given to NVRC.