Airlines

The Transportation Security Administration is in the process of delivering new training to security officers that will equip them to better assist travelers with disabilities, including those who have difficulty communicating.

The new training instructs officers to look for designations on state identification documents, such as driver’s licenses, that denote disabilities that may impose a communication barrier on the individual. Several states have added endorsements, known as “communication impediment designations,” to licenses and identification cards to denote this fact.

Darby LaJoye, Executive Assistant Administrator for Security Operations at TSA said, “We are updating applicable trainings to ensure that all (Transportation Security Officers) are aware of communication impediment designations and expect to deliver the updated training to the TSOs as early as May 2021.”

This additional training should improve the airport security experience for disabled travelers who face difficulty in communicating with others. To learn more about this development, read the article from Disability Scoop.

As more people are vaccinated and governments ease restrictions on travel, disabled people are among those taking to the skies.

One such traveler is TravelAbility Advisory Board member and the founder of WheelchairTravel.org, John Morris. He’s masked-up and been flying since October, traveling to places like Las Vegas, Salt Lake City and even Rio de Janeiro, Brazil. In a recent blog post, John shared what it’s been like to fly during the pandemic as a wheelchair user.

To learn more about John’s experiences and to read his tips for traveling safely in the midst of the coronavirus, check out his article on flying with a disability during the pandemic.

In 2020, Alaska Airlines launched a free app in the Apple App Store and Google Play called Fly for All. Designed for first-time flyers and those with cognitive and developmental disabilities, including autism, the app will help ease the anxiety of air travel by walking guests through the steps they’ll follow during the air travel journey.

Recently, we caught up with Ray Prentice, Director of Customer Advocacy for Alaska Airlines, for the full story behind this groundbreaking app and his efforts.           

What’s your background as an advocate for accessibility in the aviation industry? 

RP: I’ve been with Alaska for over 32 years in a number of roles. As Director of Customer Advocacy here at Alaska Airlines, my primary and favorite role is helping promote and sustain accessible and inclusive products and services for our customers. I’ve been involved in this arena for over 20 years, supported and inspired by employees and customers with disabilities who want to travel independently.

Where did the idea for Fly for All come from?

RP: Pre-Covid we hosted a number of practice sessions for families and individuals who have autism: Giving the opportunity, in a supporting environment and at no cost, to come to the airport, check-in, go through security, get on a plane, and taxi around the airport. We were hosting up to six events a year and within 45 minutes many of these flight opportunities would be filled up. So we saw incredible pent-up demand for these individuals and their family members to get more comfortable with that air travel experience. That’s when we learned about a company called Infiniteach at an Open Doors conference and immediately jumped on the opportunity to work with them. We’ve received great feedback from our customers about this app and we want to continue to get the word out so everybody knows about it.  I feel like this app will benefit any customer regardless of whether they are flying on Alaska Airlines or not. And unlike our practice flights that fill up quickly – this application can be used anytime – it is free of charge.

How were you able to find funding for the project?

RP: Funny you asked.  At the time were IT resources constrained at the time, which is not unusual for any large company. So an advocate/colleague of mine in another department and I, scraped up the money from each of our budgets to get this project off the ground. We also grabbed a friend who is a voice talent for Alaska Airlines and she volunteered her time as well. So we frankly just figured a way to get it done. 😎

How does Alaska Air measure the ROI for this? P.R., Downloads, etc?

RP: This is a really good question and the best way we can ROI to date is downloads.  Just prior to Covid we had 20,000 downloads which we think is good. But again, I think we see a great opportunity to more broadly make this app available to our customers, which is why I’m so happy you reached out to me. Personally, my view is that if we have one family that downloaded the app — and found it helpful for them to make a journey with less stress and anxiety – I feel like it was a win. So we’ve had 20,000 wins thus far. Down the road we would like to add this app as a feature of our Alaska Airlines travel app, which would give it much broader visibility. 

OUR TAKE: Alaska’s innovative Fly for All app is making it easier for people with cognitive and developmental disabilities to plan and prepare for air travel. By helping to make disabled customers more comfortable, Alaska is bringing the possibility of travel to many more people and families – perhaps up to 20,000 thus far!