Wednesday, September 20, 2017, 6:10 am

Enhanced in-flight experience mooted for disabled people


Airlines for America (A4A), the industry trade organization for the leading U.S. airlines, today commended all stakeholders for collaborating with the Department of Transportation (DOT) Access Advisory Committee to improve the flying experience for travelers with disabilities.

The Access Advisory Committee, which included stakeholders from the Department of Transportation, disability advocacy organizations, airlines, aircraft manufacturers and others, worked collaboratively over a six-month period  to reach consensus on proposals to enhance accessibility of lavatories on single-aisle aircraft and in-flight entertainment systems. The group’s recommendations will be incorporated into a future DOT rule, including a period for public notice and comment.

“U.S. airlines are committed to offering the highest levels of customer service and go above and beyond to ensure a pleasant flight experience for all of our passengers, especially those in need of additional assistance,” said A4A Senior Vice President and General Counsel David Berg. “A4A was proud to support our members on the Access Advisory Committee and we commend DOT and our participating partners for taking a collaborative approach toward delivering solutions that offer a great benefit to the traveling public.”

Berg noted that 2.2 million people fly every day on U.S. airlines, and these passengers are benefiting from better customer service. The customer complaint rate to DOT remains remarkably low, with only 1.58 complaints per 100,000 passengers (through Sept. 2016). In fact, customer satisfaction is at an all-time high – which was affirmed by the American Customer Satisfaction Index, JD Power and the IPSOS survey commissioned by A4A, which indicated that 80 percent of 2015 flyers were satisfied with their overall travel experience.

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