Delta Air Lines’ Canadian Plan and Feedback Process: 2025年进度报告
一般问题
一般承诺
达美将尽一切努力承运残障人士,除非法律允许或要求,否则达美不会仅因为残障人士的残障而拒运该人。达美遵守所有适用的无障碍法规(无论本计划中是否有提及该法规)。达美企业政策必须遵守监管要求,同时可能设定了更高标准。如果政策比法规更严格,则须遵守更高的标准。安全是达美的第一要务。达美不会对残障宾客施加任何限制,除非此限制对于确保所有乘客的安全运载是必要的。
无障碍承诺
2022年10月,达美首席执行官与业内其它航空公司(美国航空运输协会成员航空公司)的高管一起制定了“旅客无障碍承诺”,使伤残乘客更方便进行航空旅行。虽然我们长期以来参与各种旨在促进航空旅行无障碍性的倡议,我们在这一重要领域的工作始终在不断演变。全行业的无障碍承诺补充了美国交通部《残障乘客权利法案》,并依托于达美多年来坚定实施的重要举措。下面是这些“旅客无障碍承诺”:
- 在达美航空公司内设立旅行无障碍咨询小组,以便与残障界直接合作改善达美的政策和运营;
- 改善旅客中转以及个人行动辅具的搬运;
- 加强对一线工作人员进行达美无障碍服务方面的培训,向达美员工讲授有关残障旅客的信息,以及
- 帮助不断研究和开发安全可行的飞机无障碍功能,从而为残障旅客增加航空旅行机会。
无障碍咨询委员会和企业咨询小组
- 达美致力于评估员工和乘客的改进机会。Our Delta Advisory Board on Disability and Accessible Travel (ABD) is dedicated to promoting accessibility for customers. For over 25 years, Delta has maintained this customer-based board comprised of 15 members who have, and are thought leaders on, a wide range of disabilities and who lend their insights to help Delta improve the travel experience for all customers.
- ABLE残障企业资源小组为员工提供了相互交流的论坛,并就那些主要会对残障员工产生影响的战略和决策向领导层提供建议。
客户调查与反馈
对我们的无障碍计划,达美航空接受反馈,包括匿名反馈。Delta will acknowledge feedback in the same format in which it is received, except for anonymous feedback for which contact information to acknowledge receipt has not been provided by the feedback provider.
Mail: Customers may request a copy of Delta’s Accessibility Plan and/or Feedback Process in an alternate format. 乘客亦可就达美的无障碍服务问题提供反馈。我们欢迎和重视乘客的所有反馈。为此,乘客可写信给客户服务总监(地址如下)。
Delta Air Lines, Inc.
Customer Care
PO Box 20980
Department 980
Atlanta, GA 30320-2980
From 2024年6月 until 2025年5月, Delta did not receive customer feedback regarding the contents of this Accessibility Plan via post or mail..
Telephone: Customers who can only provide feedback via telephone can do so via +1-404-209-3434 (for customers with hearing or speech disabilities Dial 711) and a representative will complete the digital survey on delta.com on behalf of the customer. From 2024年6月 until 2025年5月, Delta did not report any customer feedback regarding the contents of this Accessibility Plan via telephone.
电子邮件:Customers wishing to provide anonymous feedback via email can do so via: CanadaAccessibilityPlan@delta.com. From 2024年6月 to 2025年5月, Delta did not receive any emailed customer feedback regarding the contents of this Accessibility Plan.
Delta.com:Customers can provide feedback on Delta’s Canada Accessibility Plan alternatively via the following link https://delta.qualtrics.com/jfe/form/SV_3OxBNBghGDgfLEO. The answers to survey questions are collected and will be reviewed for future considerations and for this report. From 2024年6月 to 2025年5月, Delta did not receive any surveys of customer feedback regarding the contents of this Accessibility Plan.
Virtual Chat or Social Media Feedback: Customers requesting to provide feedback via virtual chat or social media will be directed to complete the survey link on delta.com. From 2024年6月 to 2025年5月, Delta did not receive customer feedback via social channels or virtual chat regarding the contents of this Accessibility Plan.
信息与通讯技术(ICT)
网站无障碍性
体验新奇之地,开启崭新旅程——这些都是旅行的一部分。在达美,我们致力于为所有旅客带来最佳旅行体验。That's why we’ve committed to improvements to delta.com, to better assist anyone with specific auditory, visual or mobility needs.
达美的主要网站遵循Web内容无障碍指南(Web Content Accessibility Guidelines,WCAG)2.0AA级标准。我们专设团队持续改进相关功能,并确保新功能符合标准。We work with accessibility consultants to test and make regular refinements. 达美致力于确保所有内容符合可访问性标准,包括第三方内容,如地图小工具和信用卡申请表。我们使用符合标准的第三方公司内容,以及正在采取措施以保证将来符合标准的公司的内容。
最近,达美航空增加了专门用于满足数字无障碍服务需求的新工具和资源,其中包括专门增加用于关注delta.com和Fly Delta应用程序上的内容以提高可用性的新资源。此外,我们最近还推出了一款新工具,此工具可以对我们的数字渠道进行审核,以帮助我们保持甚至可能超越WCAG标准。
达美一直致力于加强与视障群体的合作。 达美携手达美残障人士咨询委员会成员和全国视障人士联合会(NFB)的代表,认真审核delta.com上的的内容和无障碍功能,并进行必要的调整。
Some updates to content features on delta.com are:
- Service Animal and Wheelchair page updates to clarify policy and best practices, improve readability and navigation of content and redirect customers to appropriate self-service channels through guided steps and calls-to-action
- Mobility device update in My Trips to enable self-service and personal mobility devices to upcoming trips and matched to be consistent with the Fly Delta App experience
- Next generation seat maps (post purchase) to improve labeling of seats and accessible lavatories.
- Mobility device content updated to be consistent with the Fly Delta App experience
Fly Delta应用
Customers can use the Fly Delta app to receive details about airport information including locations of shops, restaurants, restrooms, boarding times, flight delays, and clearing of standby list. Fly Delta应用程序还向乘客提供地图以及与登机口和下机口有关的详细信息。 乘客亦可在Fly Delta应用内程序中添加与轮椅尺寸/重量或残障、机场提供的轮椅导航援助、盲人/聋人导航援助有关的具体特殊服务请求。在许多情形下,Fly Delta应用程序与乘客手机设置中的首选字体大小相匹配,提高了文本字体大小,方便乘客阅读。
航班和登机口信息
在多数机场,登机口和登机处的显示器上回显示航班信息。登机口工作人员还会口头提供航班信息,包括登机口的登机公告。收到请求后,达美工作人员提供以文本或书面表格呈现的视觉公告详情。
电子登机服务亭无障碍性
Delta’s kiosk user interface meets U.S. DOT Air Carrier Access Act (ACAA) accessibility standards which include providing content in 11 languages, tactile navigation and speech output enabled. Some airport kiosks, such as those in many non-U.S. stations, including all airports in Canada served by Delta, are provided by the airport authority and available for use by Delta customers. 在这些共用的自助服务亭,会安装和测试达美的用户界面应用程序。
尽管达美竭尽全力确保乘客自助服务亭的无障碍性,但达美明白,这些自助服务亭可能会对一些乘客构成进一步的挑战。达美的机场工作人员已经过培训,能够帮助那些由于任何原因而无法使用自助服务亭的乘客。
IFE内容
达美专注于通过达美机上娱乐服务,为所有乘客创造多元化的、有意义的体验。With the strategic and bespoke content provided onboard, studios only provide closed captions in their offerings infrequently. 达美在制作隐藏式字幕方面投入了大量资金,在这方面,我们已经实现了到2023年年底为100%的电影和电视剧标题配备隐藏式字幕的目标。Moving forward all movie and series content we have onboard will be closed captioned. In addition, we have expanded into having audio descriptive titles onboard, with the focus on our new release titles. 我们在机上娱乐方面的下一个目标是为直播电视节目配上隐藏式字幕,这是我们的团队正在努力实现的目标。We have been able to launch live tv closed captioning on a subset of our fleet and are working on the other hardware types.
Additionally, an accessible travel map has been added to all aircraft that offer IFE which allows customers with low vision to view the progress of their flight.
ICT以外的通讯
了解达美乘客的通讯需求
重要的是要让乘客向达美团队成员建议达美如何才能提供最佳服务。已说明需要视力或听力辅具的旅客将在登机口、售票区、客户服务台和飞机上即时收到与其他旅客一样的行程信息(但前提是不会干扰工作人员的安全职责)。
达美培训机场工作人员和机组人员,以识别并妥善回应对通信协助的请求。此培训包括使用即时可用的常见方式(例如写便条)与听障人士沟通。达美工作人员已经过培训,了解在必要时如何与聋哑旅客沟通。这些沟通方式可包括朗读旅客所提供的信息表,或者通过译员进行沟通。
Before takeoff, Delta flight attendants must provide an Individual Safety Briefing to each person who may need assistance in the unlikely event of an aircraft evacuation. Delta’s in-flight services division has increased focus with flight attendants through an expanded education. This includes the new addition of a video in its quarterly training for flight attendants. This video highlights the requirement and importance of providing these individual safety briefings and was created and filmed in partnership with members of Delta’s Advisory Board on Disability and Accessible Travel (ABD).
Delta wants all customers to feel valued and understood. To further support our customers as they travel, flight attendants now have access to a interviews with members of the ABD to understand more about how they can listen to and better understand how to support customers with various disabilities on any Delta flight Delta offers signed languages as a language qualification option for in-flight crews and ground staff. Delta employees who are certified in signed languages may obtain a sign language identifier for their uniforms. 乘客将立即能够在视觉上识别那些可以用手语进行交流的有资质的飞机乘务员和工作人员。
预订/客户服务部
听障人士如果希望通过达美预订系统联系达美,可联系711以便获得中继服务协助。中继服务团队会直接联系达美,并作为达美和客户之间的沟通桥梁。
对此盲文版无障碍承诺的请求将要求达美通过外部供应商获得盲文译文。如果乘客无法通过屏幕阅读器利用电子沟通方式,则会提供邮寄版本。
客户可以通过达美 CRO 填写机场提供的服务动物文件来请求协助。通过邮件、电子邮件或电话请求协助达美 CRO,将在训练有素的工作人员的协助下填写文件。然后乘客会收到邮寄的已填写文件,或者收到已填写文件的电子版。
达美致力于打造出类拔萃的包容性供应链,其中反映达美全球客户群的多元化。此承诺包括与优质的小企业或者残障人士拥有的企业建立合作关系。达美是Disability:IN的企业成员。
达美供应商多元化计划旨在建立多元包容的供应商群体,其中反映达美员工、乘客和社区的多元化。Delta’s Supplier Diversityhas a supply chain dedicated resource that participates on committees for some of those respective organizations, including Disability:IN. Disability:IN是一家致力于全球商业残疾包容的领先非营利组织。达美与Disability:IN的合作不仅是非常有益的刻意之举,还让达美能够找到多元化的残障人士拥有的企业(DOBE)作为供应商。这些供应商能够提供达美所需的产品或服务、扩大达美人才库,让我们更深入认识到残障人士拥有的供应商所面临的障碍,并让我们能够参加本地和全国的社区互动活动并支持残障人士。
在达美服务的每个机场,达美与当地的政府无障碍实体合作。无障碍要素由当地政府当局规定,并且由政府推动。达美竭尽所能确保遵守这些规定,并且极力配合。
达美不清楚自身采购流程面临的任何障碍,并且需要实施评估以识别是否存在任何障碍。
计划和服务的设计与交付
机场导航
经过适当培训的航空公司工作人员将应请求向残疾乘客提供即时和及时的上下飞机协助。这包括:
- 训练有素的工作人员,以及地面轮椅、无障碍自行装置、登机轮椅、机上轮椅、坡道或机械升降装置的使用(如有需要)。
- 协助从路边移动到出发航班,协助在登机口之间的运输以便转机,协助从抵达航班移动到路边以便接机。
- 此类协助包括访问航站楼的关键区域,例如票务柜台或行李领取处,或者协助前往洗手间入口(如果时间允许)。
- 陪同带有服务型动物的乘客前往美国机场的动物救援区。
To obtain this assistance, customers need to self-identify to Delta personnel once they arrive at the airport or the gate.
我们不会要求乘客接受未经请求的特定形式协助(例如:在乘客请求提供领路人时,却要求乘客使用轮椅)。此外,我们不会让乘客在轮椅或其他辅助设备中处于无人看管的状态超过30分钟(旅客在这些装置中无法独立移动)。
我们认识到一些具有认知障碍或智力障碍的乘客可以独立旅行。已自行说明需要额外导航援助的乘客将在工作人员帮助下前往转机口,或者获得所请求的导航援助。In 2025 Delta supported the design and launch of a sensory room at Detroit Metro Airport (DTW), a Delta hub. A member of Delta’s Advisory Board on Disability and Accessible Travel who is a world-renowned expert on autism provided input into the design and construction of this room.
为了让患有认知障碍的乘客及其家人更方便地旅行,达美继续在各个机场举办“Wings for All”活动。这些活动对于希望旅行更加轻松、更少艰辛的家庭来说至关重要。
Atlanta, the world’s busiest airport, and Delta’s hometown, continues to host a Wings for All Event each month. These events allow employees to connect with our families as they prepare for their journey. In addition, every month, Delta partners with Shepherd Center, a leading provider of brain and spinal cord injury rehabilitation in Atlanta, to conduct custom tours of the board process for individuals that are new to the disability community, to help prepare them for travel.
携带辅具旅行
达美必须根据安全法规,允许旅客将辅具作为随身行李免费带上客舱。这包括为具有独特需求的残障乘客提供协助的医疗器械和/或个人用药量。These recognized assistive devices do not count as part of the customer’s carry-on limit. We permit priority in-cabin stowage (either a closet or a row of seats designated for seat strapping) for at least one typical-sized collapsible manual wheelchair (no larger than 13”X 36”x 42”) in any aircraft with 100 or more passenger seats.
无法在客舱内运输的手动轮椅必须根据安全和安保要求,在货舱内运输。达美接受电池电动轮椅(如果它的尺寸适合放入客舱并且可根据安全和安保要求予以运输)。达美在登机口提供行动辅具(例如轮椅、步行器、拐杖、滑板车和其它行动辅具)的检查与及时归还,用于在航站楼内使用。如果达美丢失或损坏轮椅或其他行动辅具,则达美必须提供赔偿(赔偿金额不超过轮椅或行动辅具的原始购买价格)。对于所有国际旅行,达美免受《蒙特利尔公约》关于行动辅具维修/更换的责任限制。A special declaration of interest is not required for customer mobility aids to receive this waiver.
We consider customers our partners in this process. 所有携行动辅具旅行的乘客或者需要额外协助(例如轮椅服务)的乘客宜在旅行前告知我们的团队。提前通知有助于确保我们地勤人员的安全以及乘客行动辅具的安全搬运。
We strive to make it easier for customers to alert us know in advance of the unique details of their wheelchairs and scooters. To simplify this process, Delta customers can add specific details related to their wheelchairs or scooters using the Fly Delta App. In addition, we want to understand how to best handle a Mobility Device in real time. 为此,达美简化了《助行设备操作表》。通过这个新的一页表格,乘坐轮椅或代步车的乘客可以快速向我们提供有关其设备的详细信息,包括抬起、固定,以及了解对任何电池的具体信息。
达美允许乘客通过Fly Delta应用程序或拨打+1-404-209-3434(拨打711获取中继服务),把自己的需求告知达美。如果乘客的旅行时间超过48小时,乘客也可以在线填写我们的无障碍服务申请表格,我们的一位专业人员将审查乘客的申请,并且会在达美需要额外信息的情况下联系乘客。
Customers are also encouraged to remove items from their device that can be taken in the cabin. This may include seat cushions, foot rests, joy sticks and more. To make this easy for customers, Delta has branded bags available for customers to transport these items in the cabin. These carry-on items do not count against a customer’s individual carry on allotment.
Delta implemented a process to provide information cards to customers who check their assistive devices. These cards provide customers with information on requesting a Complaint Resolution Official (CRO) when needed at all airport locations and next steps in the unlikely event that their mobility device is delayed or damaged while in our custody. It also features a QR code that can be scanned which takes the customer to an accessible page within Delta.com outlining the same information.
Delta and Delta Connection carried more than 182,000 wheelchairs, scooters, and other mobility devices across our global network in 2024. 携行动辅具旅行的乘客还可在达美枢纽和主要市场享受达美卓越服务(WGS)。专门的专业乘客出行团队已经过训练,为那些携行动辅具旅行的乘客提供更卓越的个性化服务。此培训专注于妥善小心地搬运行动辅具。Delta’s commitment extends to our vendors, including our largest provider of wheelchair services, which utilizes aircraft cabin seats donated by Delta to facilitate hands-on training for passenger assistance.
携服务犬旅行
经过训练的服务性动物仅包括为协助残障人士而经过专门训练的犬类。旅客最多可携两只经过训练的服务动物同行。达美要求那些携服务犬旅行的乘客填写美国交通部所允许的文件。DOT documentation was revised in 2024 and has been updated on delta.com for customer use.
Delta allows service dogs to accompany a customer with a disability in the aircraft cabin unless:
- 该犬对其他人的健康或安全构成直接威胁;
- 该犬导致客舱内或飞机登机口区域的重大干扰或行为不当;
- 运载该犬会违反美国法律或外国法律;
- 乘客拒绝填写/提供最新的美国交通部旅行表。
达美会基于对犬进行的个别和客观的评估而决定拒绝服务犬陪同旅客(该评估考虑风险的性质以及会发生或继续发生危害的可能性)。在拒绝任何合理服务犬之前,此评估还考虑任何潜在的缓解措施。
座位安排
Delta will provide a seat assignment that best accommodates each individual’s disability if the seat exists in the same class of service on the aircraft if the customer alerts Delta to their seating needs in advance of travel. 如果在旅行当天或在登机口告知,则会尽量满足座位需求,但前提是不会导致其他乘客的座位变更。
达美向下列已向达美工作人员说明需要座位的乘客提供特定座位(如果座位存在于飞机上同一舱级服务上):
- 活动式通道扶手 – 当乘客使用通道扶手来登机,并且无法入座固定式通道扶手时。
- 舱壁座位或其他座位 – 当携带服务犬的乘客宜在特殊座位就坐时(除非座位是出口排座位)。
- 较大的腿部伸展空间 – 当乘客有假肢时。
- 相邻座位 – 对于提供某种类型协助的旅伴,例如:
- 提供某种不需要航空公司工作人员实施的功能(例如协助残疾乘客用餐)的个人照护者;
- 盲人或视力低的乘客的朗读者;
- 聋人或听障乘客的译员;或者
- 在疏散方面需要协助的残障乘客的安全辅助人员。
额外座椅空间
我们希望尽一切努力,确保为乘客带来舒适的体验。如果在标准经济舱座椅(通常为30-32”伸展空间(座椅倾斜度),宽17.2”以上)基础上需要更多空间,乘客可要求将座位调换至空座旁(如果可用),或付费升级至头等/商务舱。乘客可考虑额外预订一个座位。我们很高兴为乘客提供经美国联邦航空管理局核准的加长安全带(用于在飞行过程中使用),但我们不允许使用自带的加长安全带。
提前登机
对于在登机口说明了自己需要额外的时间或协助来登机、收纳辅具或入座的乘客,达美为此类乘客提供比所有其他乘客提前登机的机会。
过敏
严重过敏的乘客可提前登机,以便消除座位上的任何过敏原。Upon notification of a peanut allergy, Delta will refrain from serving peanut products onboard. 在获知乘客对任何其它食物过敏后,达美会避免在乘客的座位排供应含此过敏原的食品。All customers are encouraged to travel with appropriate medication (e.g., EpiPen®) to mitigate any unintentional exposure to a known allergen as they travel.
达美已针对花生过敏制定了具体的政策。When a customer notifies us of a peanut allergy, Delta will refrain from serving peanuts and peanut products onboard the已注明 flight. 相反,我们将向所有人提供不含花生的小吃。欢迎乘客提前登机并清理座位区域,以防存在少量过敏原,但是乘客必须自带清洁用品。It is also recommended that customers with a significant allergic reaction, bring appropriate medications on board (e.g., EpiPen®).
机上协助
我们的航班工作人员希望确保所有机上乘客的安全和舒适。达美机组人员将协助乘客使用机上轮椅、放置或取下随身行李、介绍餐盘上的食物及打开包装等。
飞机乘务员没有义务协助旅客用餐或上厕所。他们无法抱起或移动乘客,也不能提供配药或注射等医务服务。需要此服务水平的乘客应考虑为护理人员或旅伴购买一张机票(如果乘客将需要任何上述服务)。Please review the available options for bringing a companion for ticketed or un-ticketed assistance.
残障相关问题
我们明白,问题可能会发生。达美指派投诉解决人员(CRO)来帮助解决客户的残障相关问题。在所有营业时段,每个达美机场都有一位执勤的CRO。这些CRO已经过培训,作为专家解决残疾相关问题,并且能够在现场解决残疾相关问题。
建筑环境
机场设计
达美不断改善机场所提供的航厦导航。例如,有些机场具有较长的通道,但没有自动人行道或由火车连接的航厦间导航。我们与机场管理当局合作,并向机场管理当局提供建议,从而改善这方面的客户体验。
多感官室
达美不断投资于伤残人士社区,并打造卓越的旅行体验。为了让感官敏感的旅客及其家人更轻松愉快地旅行,我们在多感官室构建了具有支持性的安全环境。Located at Hartsfield-Jackson Atlanta International Airport (ATL) on the F Concourse, at New York-LaGuardia International Airport (LGA) in Terminal C, and our newest location at Detroit International Airport in the McNamara Terminal across from Gate A36. These rooms include calming colors, sounds and activities and includes a small mock-up of an aircraft with seats in LGA for those who would like to familiarize themselves with air travel in a controlled environment. 若要获得多感官室的访问权限,客户可咨询我们的“红衫服务队”。红衫服务队是我们在机场的宾客服务优选团队,标志是其醒目的红衫。
电子登机服务亭设计/高度
电子登机服务亭无障碍性是一个表明达美心系客户的重要元件。我们专注于确保电子登机服务亭用户界面和电子登机服务亭高度符合伤残人士的多样化需求。达美于2020年开启了一项历时多年的达美专有电子登机服务亭更新项目。这个项目分为四期,覆盖达美目前所服务的并且供应达美专有电子登机服务亭的所有站点。All Delta proprietary kiosks are compliant with US DOT ACAA kiosk standards. 此外,在采购新的电子登机服务亭时,只选择那些符合该等标准的电子登机服务亭。
全程为乘客提供支持
达美自豪地与伤残人士互动,以便在他们旅行前提供支持。显著的例子包括患有认知障碍或身体伤残的乘客及其家人的每月机场参观。Wings for All events ease travel anxiety for people with disabilities (sharepoint.com)
- In 2025 several members of our Advisory Board on Disability and Accessible Travel met with executives from Unifi Delta’s largest provider of vendor services for customers with disabilities at the airport, to discuss ways of improving the experience for customers. Areas of focus were transfers from an airport aisle chair to a passenger seat, the importance of providing timely assistance at connecting and arrival stations, and the best methods for providing assistance for customers who are blind/low vision.
We are proud of the design of our terminal at Los Angeles International Airport (LAX). This terminal presents itself as a bright, relaxing, easy to navigate and intuitive environment.
- 候机楼各处安装了新的语音传呼设备,考虑了听障乘客的需求。Visual paging has also been added to gate and boarding information screens.
- 在为所有乘客设计大型宽敞坡道 (斜人行道)时考虑了平等进入。提供了各种座位和家具,以便满足个人对电源接入的需求和偏好。
- 新的候机楼具有舒适宜人的照明,标牌能够引导和确保您顺利前往目的地。寻路标牌和可视性是设计的组成部分,超越了典型的无障碍标准。
- 平等/移动性新候机楼设有成年人更衣站、服务动物救助区、内置无障碍洗手间功能,以便满足甚至超越客户的多元化需求。例如,洗手间设有宽敞的轮椅掉头区,以促进机动性。
无障碍飞机功能
达美的机上品牌体验团队致力于为所有乘客营造贴心体验。一些机上无障碍功能是美国交通部法规所要求的,但是达美着眼于超越最低无障碍要求,营造一种超出客户期望的体验。For example, in 2024 Delta modified the map feature on our in-flight entertainment system with a more accessible view for our blind and low vision customers. With direct input from Delta’s Advisory Board on Disability and Accessible Travel, accessible features include high-contrast visuals, a color palette selected for readability, large text and icons, zoom and pan controls and streamlined information. This enhancement builds on our implementation of 100% closed captioning on all Delta-curated inflight entertainment content and focus on increased audio-described content.
座椅设计和收纳
飞机座椅设计时不仅考虑了安全美观,还考虑了包容性。达美让达美残障人士咨询委员会参与了选择和设计飞机座椅这一创新流程,从而营造贴心体验。1992年4月之后向达美交付的新飞机均具有下列无障碍功能:
- 至少一半的靠通道座位配有可移动的通道侧扶手。
- 座位数至少为100个座位的飞机客舱内必须设有优先储物空间,用于存放轮椅。
机上轮椅
达美将提供往返飞机座位的转移服务、锁定轮子、足够衬垫、靠背和脚踏,以及支撑/座椅安全带装置,该等装置必须与飞机座位的高度相同。扶手必须结实牢固,以便于乘客自行移动。
乘客座位数超过100个座位的达美飞机都配有机上轮椅。这些机上轮椅专门设计用于把乘客在通道和机上洗手间之间来回运送。
所有双通道达美飞机都有至少一个无障碍洗手间,供残障人士使用 。
反馈信息
达美已制定与残障人士的合作机制,以便就各种残障问题提供反馈。这种关系有助于达美开发、规划和实施各种对残障人士至关重要的计划、实践和规程。Delta’s Advisory Board on Disability (ABD) regularly partners with Delta’s Manager, Global Accessibility Programs on projects, and in-person and virtual board meetings giving Delta leaders the opportunity to get to know them, interact with them, and better understand the impact we have on them as travelers with disabilities.
达美航空的ABD每季度举行一次线上会议,并于每年秋季举行线下会议。In addition to these prescheduled meetings board members will be on an ad-hoc basis when their input is required on projects or processes that affect their travel experience. See the appendix for more specific information.
咨询
达美维护与残障人士的合作机制,以便就各种残障问题提供反馈。2023年,达美在制定本方案时咨询了残障人士咨询委员会。
本进度报告的更新版本以及与机场运营和机上体验相关的特定领域都包含了这些个人的具体反馈。
乘客响应计划
逾25年来,达美一直请求和采纳达美残障人士咨询委员会就整个乘客旅程提供的反馈和建议,我们希望和欢迎达美残障人士咨询委员会意外的人士提出意见和建议。这种关系的最近例子是持续制定计划,以便接受和运输行动辅助设备。残障人士咨询委员会仍深度参与制定员工通信、开发客户工具以及识别乘客体验方面的潜在差距。通过让委员会和达美运营员工小组参与其中,所得出的政策和流程让达美能够在搬运和运输行动辅助设备方面始终作为行业领导者。
达美还有一个用于收集和管理乘客投诉的成熟流程。为了解决与残障服务相关投诉,达美采用的方法包括在收到投诉后30天内回应此类投诉。内容和趋势会酌情与相应的领导团队分享,以实现任何潜在的运营改善。
APPENDIX
Disability Community Touch Points 2024年6月-2025年5月:
Delta maintains a consistent relationship with members of the disabled community primarily through its relationship with its Advisory Board on Disability and Accessible Travel (ABD). The chart below outlines the interaction with the community from June ’24 through June ’25
Description (What)
|
Objective (Why)
|
Action (Who)
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Completion (When)
|
---|---|---|---|
Quarterly ABD Meetings (virtual)
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Virtual meeting for the Global Accessibility team to provide updates to the ABD members. ABD members also provide updates on the projects they are/have been involved in at Delta.
|
All ABD Members
|
Quarterly
|
Annual ABD Meeting (In-person)
|
ABD members receive information and updates on initiatives taking place within our organization from divisional leaders. There is also interaction with Delta Executives during an annual dinner.
|
All ABD Members
|
October (annually)
|
旅行体验
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ABD members provided feedback on their travel experience based on their disability and the touch points that provide the most frustration for them to improve the experience. This phase of the project was focused on their interactions in the airport lobby.
|
Various
|
June ‘24
|
Delta One Lounge – JFK
|
Member of our ABD reviewed the recently opened Delta One Lounge at JFK.
|
Board Chair
|
July 6, ‘24
|
Feedback on aircraft seat design
|
ABD member who is a wheelchair user that requires a transfer from an aisle chair to his aircraft seat provided in-person feedback on transfer process into proposed aircraft seat with unique privacy features”.
|
Board member
|
July 9, ‘24
|
Regional Sales Conference
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1 ABD member met with our Northeast Regional Sales Team to discuss what it’s like to travel by air with their disability (blind).
|
Board Chair
|
July 16, ‘24
|
Emergency Evacuation Video
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Members of our ABD provided our in-flight service team on the proper evacuation of an aircraft for a customer with a disability.
|
Various
|
Aug. 19-21, ‘24
|
IFE Map
|
Members of our ABD and one co-op employee provided our in-flight entertainment team with feedback on a newly designed map within our IFE system. The feedback was from the perspective of someone who is blind/low vision.
|
Various
|
Aug. 27, ‘24
|
IATA
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Member of our ABD was able to participate in-person at an IATA conference in Morocco in partnership with our in-flight service team.
|
Board Member
|
Sep. 29-Oct. 5, ‘24
|
Internal Employee Conference
|
Member of the ABD, along with employees from Delta’s Global Accessibility Team, participated in panel discussions with our flight attendant group on traveling with disabilities. Focus was on onboard wheelchair stowage, the importance of individualized safety briefings and communicating with member of the disabled community. 200+ flight attendants we in attendance over 4 sessions.
|
Various
|
Oct. 22, ‘24
|
Sensory Room – DTW
|
World renown autism expert and ABD memberprovided input and feedback on the design and implementation of the DTW WCAA sensory room Designed in partnership with Delta.
|
Board Member
|
Opened Nov. 8, ‘24
|
DFP Lavatory Review/Feedback
|
Select ABD members and local disability community members (all blind/low vision) provided in-person feedback on the new proposed tactile features of an onboard lavatory.
|
Various
|
Dec. 11, ‘24
|
LEAD Conference/AA discussion
|
ABD members interviewed during the Leadership Conference on traveling with a disability. 20-minute discussion w/Delta’s CPO. 6,000 Delta leaders in attendance over the 2 day event.
|
Various individuals
|
Jan. 28, ‘25 (rehearsal) Jan. 29-30
|
Tactile Lavatory Features
|
Members of the blind/low vision community (ATL) participated in a focus group to review tactile features and placement of items within an onboard lavatory
|
Various community members
|
Feb. 21, ‘25
|
Save to Profile SSR’s (Persistent SR)
|
31 members of an external accessibility digital technology organization worked with Delta’s IT team to provide feedback on being able to save their disability SSR’s to their SkyMiles profile using the Fly Delta App and .com.
|
Outside vendor (confidential)
|
Mar. 5, ‘25
|
Inflight Individualized Script Review
|
Inflight Services creating awareness videos on the importance of providing individualized safety briefings to customers with disabilities. This first round will focus on customers that are deaf, blind, or have cognitive disabilities
|
Select Board Members
|
Mar. 14, ‘25
|
UNIFI Meeting
|
SelectABD members met with the executive team from our largest wheelchair vendor to provide information for improvements in customer handling by our vendors.
|
Select Board Members
|
Mar. 31, ‘25
|
IFE Movie Collection
|
The ABD was given the opportunity to provide feedback on IFE content with content focused on customers with disabilities.
|
All ABD Members
|
May 1, ‘25
|
Sensory Room Logo
|
ABD members were given the opportunity to provide feedback on a new sensory room identifier for digital maps
|
Select Board Members
|
May 1, ‘25
|