Toegankelijkheidsplan en feedbackproces Canada

General Commitment

Delta zal alles in het werk stellen om een persoon met een handicap te vervoeren en zal niet weigeren om een persoon te vervoeren uitsluitend op basis van de handicap van de persoon, behalve zoals toegestaan of vereist door de wet. Delta complies with all applicable disability regulations, whether contained in this plan or not. While our Corporate policy must comply with regulatory requirements, it may set a higher standard. Where the policy exceeds the regulation, the higher standard is followed. Safety is our number one priority. Delta does not impose restrictions on customers with a disability except those necessary to ensure safe carriage of all customers. 

Accessibility Commitment

In October 2022, Delta’s CEO joined other airline executives (Airlines for America Member Carriers) across the industry to create a Passenger Accessibility Commitment to make air travel more accessible to customers with disabilities. While we have long engaged in a variety of initiatives to increase air travel accessibility, our work in this important space is always evolving. The industry-wide accessibility commitment complements the U.S. Department of Transportation’s Passengers with Disabilities Bill of Rights and is backed up by important actions Delta has taken throughout the years. Below are these Passenger Accessibility Commitments:

• Establishing a passenger accessibility advisory group within our airline to work directly with the disability community to improve our policies and operations,
• Improving passenger transfers and the handling of personal mobility aids,
• Enhancing our accessibility services training for frontline workers and educating our employees about passengers with disabilities, and
• Supporting the continued study and development of safe and feasible aircraft accessibility features that broaden air travel opportunities for passengers with disabilities.

Accessibility Advisory Boards & Business Resource Groups

• Delta is committed to evaluating opportunities for improvement for both employees and customers. Our Delta Advisory Board on Disability is dedicated to promoting accessibility for customers. For over 15 years, Delta has maintained this customer-based board. These individuals are chosen based on their expertise in the disability community and advise Delta on topics related to travelers with disabilities.
• The ABLE Disability Business Resource Group provides a forum for employees to connect and serve as consultants to leadership on strategies or decisions that predominantly impact employees with disabilities.

Customer Surveys & Feedback

Delta accepts feedback on our accessibility plan, including feedback provided anonymously. Delta will acknowledge feedback in the same format in which it is received, with the exception of 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 in an alternate format. Customers may also provide feedback on accessibility issues at Delta. All customer comments are welcomed and valued. To do so, customers may write to the Director of Customer Care at the following address.

Delta Air Lines, Inc.
Klantenservice
PO Box 20980
Afdeling 980
Atlanta, GA 30320-2980

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.

Email: Customers wishing to provide feedback via email can do so via: CanadaAccessibilityPlan@delta.com

Delta.com: Customers can provide feedback on the 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 plan considerations.

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.

At the Airport: Customers requesting to provide feedback on our accessibility plan at the airport will be redirected to complete the link on delta.com. Customers not able to complete the process on delta.com without assistance are encouraged to contact any Complaint Resolution Official (CRO) for assistance. 

Website Accessibility

Experiencing new places, starting a new journey - it's all part of travel. And at Delta, we're dedicated to delivering the very best travel experience for all our customers. That's why we’ve invested in improvements to delta.com, to better assist anyone with specific auditory, visual or mobility needs.

Delta’s primary website is compliant with Web Content Accessibility Guidelines (WCAG) 2.0 at Level AA standards. We have a dedicated team making continual improvements and ensuring new features are compliant. We work with accessibility consultants to test and make regular updates. We're continually working to make our website accessible for all travelers, which includes the following:

• Full Keyboard Access - For non-sighted and limited mobility customers, all elements can be accessed using a keyboard.
• Alternative Content - To make it easy for website visitors with limited vision, delta.com offers text, transcripts, and captions in place of images, media or when style sheets are unavailable.
• Improved Color Contrast - To make it easy for travelers with limited vision or color blindness, delta.com leverages color contrast to meet these needs.

Delta strives to make sure all content adheres to accessibility standards, including that of third parties, such as map widgets and credit card application forms. We use compliant content from third-party companies, as well as content from providers making progress toward future compliance.

Fly Delta-app 

Customers can use the Fly Delta app to receive details about boarding times, flight delays, and standby list clearing. The Fly Delta app also provides customers with maps and details on departure and arrival gates. Customers can also add specific special service requests related to Wheelchair dimensions/weight or disability, navigation assistance via an airport-provided wheelchair, and Blind/Deaf navigation assistance all on Fly Delta app. In many experiences the Fly Delta app matches the preferred font size in a customer’s mobile phone settings, increasing text font size for easier readability. 

Flight and Gate Information

At most airport locations, monitors display flight information at the gate and at check-in. Gate agents also provide verbal flight information including boarding announcements at the gate. Upon request, Delta agents will provide visual announcement specifics in text or written form.

Kiosk Accessibility

Delta’s kiosk user interface meets US 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-US stations, including all airports in Canada, are provided by the airport authority and available for use by Delta customers. For these common use kiosks, Delta’s user interface application will be installed and tested.  

While Delta works to ensure customer kiosks are accessible, we understand that for some customers it may present further challenges. Delta’s airport staff are trained to serve customers for whom kiosk use is still difficult for any reason.

IFE Content 

Delta is focused on creating a diverse and meaningful experience for all customers through our inflight entertainment offering. With the strategic and bespoke content provided on board, studios only provide closed captions in their offerings infrequently. Delta is investing in the creation of closed captioning. We are committed to having 100% of Movie and TV titles with closed captioning by year end 2023. Each month, Delta tracks progress toward this goal internally and in partnership with Delta’s Advisory Board on Disability. 

Understanding Our Customers’ Communication Needs

It is important for customers to advise Delta team members how we can best assist them. Customers who identify as needing visual or hearing related assistance will receive prompt access to the same trip information as non-disabled customers, whether at the gate, ticket area, customer service desk, or on board (provided it does not interfere with any critical safety duties). 

Delta trains airport and onboard personnel to recognize and respond appropriately to requests for communication assistance. This training includes using the most common methods for communicating with individuals who are deaf, or hard of hearing, that are readily available, such as writing notes. Delta personnel are also trained to establish a means for communicating with deaf-blind customers, when necessary. This may include reading an information sheet that a customer provides or communicating through an interpreter.

Onboard

Before takeoff, Delta flight attendants must provide an Individual Safety Briefing to each person who may need assistance from another person to move expeditiously to an exit in the event of an emergency. Customers who are blind or low vision may also be offered a braille/large print version of the Inflight Safety Information card provided by crewmembers for customers to review. Flight attendants must provide information to the deaf or hard of hearing customers to ensure they have prompt access to information the carrier provides to non-disabled customers (e.g., weather, onboard services, flight delays, connecting gates at the next airport). In addition, all Delta inflight safety videos are closed captioned.

Delta offers signed languages as a language qualification option for inflight crews and ground staff. Delta employees certified in signed languages may obtain a sign language identifier for their uniforms. Customers will immediately be able to visually recognize qualified flight attendants and agents when they hold sign language as a common connection. 

Reservations/Customer Care

Customers who are deaf or hard of hearing that wish to contact Delta through our Reservations system are invited to contact 711 for relay services assistance. Relay services will contact Delta directly and serve as the intermediary between Delta and our customer.

Requests for braille versions of this accessibility commitment will require Delta to obtain braille translation through an outside vendor and mailed copies will be provided if the customer is not able to take advantage of electronic means of communication via a screen reader. 

Customers can request assistance with the completion of service animal documentation provided at the airport via a Delta CRO. Delta customers requesting assistance via mail, email, or telephone regarding the completion of service animal documentation are assisted by trained representatives in the completion of the paperwork. Customers are then either mailed copies of the documents or provided with electronic completed versions.

Delta is committed to creating a world-class, inclusive supply chain that reflects the diversity of our global customer base. This commitment includes building relationships with high-quality small businesses or enterprises owned by individuals with disabilities. Delta is a corporate member of Disability:IN.

The vision of Delta’s Supplier Diversity Program is to build a diversified and inclusive supply base that reflects the diversity of Delta’s people, customers, and communities. Delta’s Supplier Diversity team actively participates in many industry conferences and sits on committees for some of those respective organizations, including Disability:IN. Disability:IN is the leading nonprofit resource for business disability inclusion worldwide. Not only is Delta’s partnership with Disability:IN intentional and quite beneficial, but also the partnership allows Delta to expand our reach by finding diverse disabled-owned business enterprise (DOBE) suppliers that are able to provide a product or service that Delta needs, expand our talent pool, increase our understanding of the obstacles disabled suppliers face, and allow us to participate and advocate for those with disabilities via community engagement activities both locally and nationally. Delta is proud to have over 7,000 disability supplier options available. At the time of this publishing, Delta is currently working with 27 unique vendors from the disability community.

Delta works with local government accessibility entities at each airport we service. Elements of accessibility are dictated by local authorities and are government driven, and Delta works to ensure compliance and partnership.

Delta is not aware of any barriers in its procurement process and will need to conduct a review to identify if any barriers exist.  

Navigation Through the Airport

Customers with disabilities will be provided prompt and timely enplaning and deplaning assistance, upon request, from properly trained airline personnel. This includes:

• Trained personnel and the use of ground wheelchairs, accessible motorized carts, boarding wheelchairs, onboard wheelchairs and ramps or mechanical lifts, as needed.
• Assistance with moving from the curb to the departing flight, assistance with transportation between gates to make connections and assistance with moving from the arriving flight to the curb for pick-up.
• This assistance includes accessing key areas of the terminal such as the ticket counter or baggage claim, or to a restroom entrance (if time allows).
• Escorting a customer with a service animal to an animal relief area at a U.S. airport.

In order to obtain this assistance, customers need to self-identify to Delta personnel once they arrive at the airport or the gate.

We will not require our customers to accept a specific form of assistance that is not requested (for example, requiring a wheelchair when a sight guide was requested). In addition, we will not leave our customers unattended for more than 30 minutes in a wheelchair or other assistive device in which the passenger is not independently mobile.

We recognize that some customers with cognitive or intellectual disabilities may be traveling independently. Customers that self-identify as needing additional navigation assistance will be assisted to connecting gates or with navigation, upon request. In 2023, Delta added a new section to our website outlining the travel-related assistance Delta staff will provide for customers with cognitive disabilities.

Traveling with Assistive Devices 

Delta allows assistive devices as carry-ons in the cabin free of charge consistent with safety rules. This includes medical devices and/or a personal amount of medication that assists with the customer’s unique disability needs. These recognized assistive devices do not count against 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 normal-sized collapsible manual wheelchair in any aircraft with 100 or more passenger seats.

Manual wheelchairs that cannot be transported in the cabin must be transported in the cargo compartment consistent with safety and security requirements. Delta accepts battery powered wheelchairs provided they fit in the cargo compartment and can be transported consistent with safety and security requirements. Delta provides for the checking and timely return of mobility aids (such as wheelchairs, walkers, crutches, scooters, and other mobility aids) at the gate for use in the terminal. Should Delta lose or damage the wheelchair or other mobility aid, Delta provides compensation in an amount up to the original purchase price of the wheelchair or mobility aid. Delta waives the Montreal Convention liability limits for repair/replacement of mobility aids for all international travel. A special declaration of interest is not required for customer mobility aids in order to receive this waiver.

We consider customers our partner in this process. All customers traveling with a mobility aid or requiring additional assistance such as wheelchair service are encouraged to advise our team well in advance of their travel. Advanced notification supports the safety of our ground staff and the safe handling of a customer’s mobility aid.

Delta permits customers to alert Delta of their needs via the Fly Delta app or by contacting us at +1-404-209-3434 (Dial 711 for relay service). Customers may also complete our Accessible Service Request form online; if more than 7 days away from travel one of our specialists will review the requests and may contact our customers if we need additional information.

Delta’s White Glove Service (WGS) is also available in Delta hubs and key markets for customer’s traveling with mobility aids. This specialized and dedicated customer mobility team is trained to offer elevated and personalized service for customers with mobility aids. This training focuses on proper and careful handling of mobility aids. The WGS offers a more holistic offering from curb to seat including expedited service recovery in the event of a service failure. 

Traveling with Service Dogs

Trained service animals are defined as only dogs specifically trained to assist a person with a disability. Customers may travel with up to two trained service animals. Delta requires customers traveling with service dogs to complete documentation as permitted by the U.S. Department of Transportation. Delta allows a service dog to accompany a customer with a disability in the aircraft cabin unless:

• The dog poses a direct threat to the health or safety of others;
• The dog causes a significant disruption or misbehaves in the cabin or at an airport gate area;
• The dog’s carriage would violate a U.S. or foreign law;
• Customer refuses to complete/provide current DOT forms for the trip.

Delta will refuse transportation of a customer’s service dog based on an individualized and objective assessment of the dog that considers the nature of the risk and the likelihood that harm will, or will continue to, occur. The assessment also considers any potential mitigations before denying any legitimate service dog.

Seating Accommodations 

Delta will provide a seat assignment that best accommodates each individual’s disability if the seat exists on the same class of service on the aircraft if the customer alerts Delta to their seating needs in advance of travel. Notification on the day of travel or at the gate will be accommodated where possible without reseating other customers. 

Delta will provide specific seats to the following customers who identify to our Delta agents as needing the seat, if the seat exists on the same class of service on the aircraft:

• Movable Aisle Armrest – When the customer uses an aisle chair to board and cannot transfer readily over a fixed aisle armrest.
• Bulkhead Seat or Other Seat – When the customer travels with a service animal that is best accommodated at a particular seat, unless the seat is an exit row seat.
• Greater Leg Room – When the customer has a fused or immobilized leg.
• Adjoining Seat – For a companion providing a certain type of assistance, such as:
  • A personal care attendant who performs a function that is not required to be performed by airline personnel, for example assisting a customer with a disability with eating;
  • A reader for a customer who is blind or low vision;
  • An interpreter for a customer who is deaf or hard of hearing; or
  • A safety assistant if a customer with a disability requires assistance with an evacuation.

Extra Seat Space

We want to do all things possible to ensure the comfort of our customers. For customers needing extra space outside the standard Economy Seat — which typically features 30-32” of legroom (seat pitch) with a 17.2” or greater width — they can ask to be reseated next to an empty seat, if available, or pay to upgrade to First/Business class. Customers may consider booking an additional seat. We’re happy to provide customers with an FAA-approved seatbelt extension for use for the duration of a flight, but we do not allow personal seatbelt extensions to be used.

Preboarding

Delta permits a customer with a disability who self-identifies at the gate as needing additional time or assistance to board, stow accessibility equipment or be seated, the opportunity to board before all other customers. 

Allergies

Customers with severe allergies may board early to remove any traces of allergen from their seats. Upon notification of a peanut allergy, Delta will refrain from serving peanut products on board. Upon notification of any other food allergen, Delta will refrain from serving that allergen within the customer’s bank of seats. All customers are encouraged to travel with appropriate medication (e.g., epi-pen) to mitigate any unintentional exposure to a known allergen as they travel.

In-Flight Assistance

Our flight crew wants to ensure the safety and comfort of all on board. Delta flight crews will assist customers with using an onboard wheelchair, stowing, or retrieving carry-on items, identifying food on your meal tray, or opening packages.

Flight attendants are not required to assist in feeding or lavatory functions. They cannot lift or carry customers nor provide medical services such as dispensing medicine or giving injections. Customers requiring this level of assistance are requested to consider purchasing a ticket for a care attendant or travel companion if they will need any of the above-described services. Please review the available options  for bringing a companion for ticketed or un-ticketed assistance.

Disability-Related Issues

We understand that issues can happen. Delta provides Complaint Resolution Officials (CROs) to assist in resolving disability-related issues for customers. Each Delta airport has a CRO on duty during all business hours. These CROs are trained experts in resolving disability-related issues and can resolve disability-related issues on the spot. 

Delta partners with airport entities to advocate that shuttle services are accessible for individuals, such as wheelchair users. 

Airport Designs

Delta is improving the concourse navigation provided at airports. For example, some airports may have long hallways without moving sidewalks or concourse to concourse navigation by train. We work with and provide recommendations to airport authorities to enhance customer experience in this regard. 

Multi-Sensory Rooms

Delta continues to invest in the disability community and shape the travel experience. To make travel more accessible and enjoyable for individuals with sensory sensitivities and their families, we have created a supportive and safe environment within our multi-sensory rooms. Located at Hartsfield-Jackson Atlanta International Airport (ATL) on the F Concourse and our newest location at New York-LaGuardia International Airport (LGA) in Terminal C, these rooms include calming colors, sounds and activities. This room 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. To receive access to either room, customers are invited to look for one of our Red Coats – our elite airport customer service experts, identifiable by their bright red coats.

Kiosk Design/Heights

Kiosk accessibility is a critical component of connecting our customers. We are focused on ensuring the kiosk user interface and the kiosk height meets the diverse needs of the disability community. In 2020, Delta’s began a multi-year refresh project for Delta’s proprietary kiosks. This four-phased project covers all stations where Delta currently serves and supplies our own proprietary kiosks. All Delta proprietary kiosks will be compliant with US DOT ACAA kiosk standards by year-end 2023. In addition, when new kiosks are purchased, only kiosks that meet these standards are selected. 

Supporting Customers Along the Way

Delta proudly engages with the disability community in supporting customers before they travel. Notable examples include monthly airport tours for customers with cognitive or physical disabilities and their families. 

• In 2022, Delta helped create a one-of-a-kind facility, located near gate C16 in Terminal 1 at Minneapolis-Saint Paul International Airport (MSP), that has enhanced the Navigating MSP monthly tour. Delta was thrilled to donate a permanently installed 33-foot-long mock aircraft cabin and 42 aircraft seats. This aircraft mockup allows flyers with sensory, physical, or cognitive disabilities, those with fear of flying, and service dogs a place to experience and become familiar with an aircraft cabin in a serene setting. It will also allow airport public safety professionals and airline support crews to further train in a realistic setting.
• Delta also partnered with ATL airport authorities and our Advisory Board on Disability to install powerchair charging stations on key concourses. 

We are proud of the design of our new terminal at Los Angeles International Airport (LAX). This new terminal presents itself as a bright, relaxing, easy to navigate and intuitive environment. 

• Customers who are deaf/hard of hearing were considered with the installation of a new audio paging which has been integrated throughout the terminal. Visual paging has also been added to flight, gate, and boarding information screens. 
• Equal access was a factor in the creation of large spacious ramps (sloped walkways) for all occupants. A variety of seating and furniture is provided to suit individual needs and preferences with power access. Touch free devices were included to access restrooms (Delta Sky Club) for ease of travel. 
• The new terminal provides thoughtful lighting, and signage gives direction and reassurance that you are heading to your destination. Wayfinding approaches and visibility were an integral part of the design beyond typical accessibility standards. 
• Equality / Mobility: The new terminal includes adult changing stations, service animal relief areas, and built-in accessible restroom features to support and elevate the diversity of customer needs. For example, restrooms included increased wheelchair turning radius for greater maneuverability. 

Accessible Aircraft Features

Delta’s Onboard Brand Experience team is committed to creating a thoughtful experience for all customers. Some onboard accessible features are required under US DOT regulations; however, Delta looks to go beyond minimum accessibility requirements and create an experience that exceeds customer expectations. 

Seat Design & Stowage

Design of an aircraft seat is more than safety and aesthetics; it is also about inclusion. Delta is creating a thoughtful experience by involving Delta’s Advisory Board on Disability in the creative process of selecting and designing aircraft seats. New aircraft delivered to Delta after April 1992 have accessible features that include:

• Movable aisle armrests on at least half of the aisle seats.
• Priority stowage space for wheelchairs in the cabin for aircraft with 100 or more seats.

Onboard Wheelchairs

All Delta aircraft with more than 100 passenger seats also have an onboard wheelchair. These onboard wheelchairs are specifically designed to transport customers up and down aircraft aisles to and from onboard lavatories.

Lavatories

All twin-aisle Delta aircraft have at least one accessible lavatory for customers with disabilities. Delta also has designed some of its newest single aisle fleet to include accessible lavatories, such as on Delta’s A220 (single aisle) aircraft. In addition, new A321NEO (single aisle) aircraft also have a lavatory with accessible features such as a transfer seat, additional assist handles, a second Flight Attendant call button, a 100% brightness ceiling switch, and an improved floor ramp for access by customers with disabilities. In 2023, Delta further updated our seat maps on delta.com to identify which lavatories are accessible by fleet type, using a wheelchair icon. 

Delta is subject to applicable sections of Part 2, Service Requirements Applicable to Carriers, of the Accessible Transportation for Persons with Disabilities Regulations (SOR/2019-244). 

Delta has developed a partnership with individuals with disabilities providing feedback on a myriad of accessibility issues. This relationship helps Delta develop, plan, and implement programs, practices and procedures that are important to the disability community. Delta’s Advisory Board on Disability regularly partners with Delta’s Manager, DOT and Regulatory Compliance 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.

Delta has developed a partnership with individuals with disabilities providing feedback on a myriad of accessibility issues. This relationship helps Delta develop, plan, and implement programs, practices and procedures that are important to the disability community. 

Delta consulted with members of the Advisory Board on Disability in the development of this plan. Specific feedback from these individuals was included in this plan on areas related to diversity of suppliers, clarity on inflight entertainment, and seating requirements. Below are the expressions provided by some of those participating in this review:

“Overall, this is a very well-handled response by Delta and comprehensive in addressing all accessibility factors spanning issues like airport navigation, IFE, assistive devices and more. This information is also presented very succinctly and does not overload the reader in jargon or wordiness.”

“This reads quite well. It also provides a broad picture of the commitment and progress Delta has made, its aspirations, and its plans.” 

“I…have read through it and agree that it is comprehensive in the areas covered.” 

Customer Response Programs

For over 15 years, Delta has requested and incorporated feedback and advisement from Delta’s Advisory Board on Disability regarding the entire customer journey. One recent example of this relationship is well illustrated in the continuous development of our program for the acceptance and transport of mobility aids. Delta’s Advisory Board on Disability remains heavily involved in our creation of employee communication, development of customer tools, and the identification of potential gaps to the customer experience. By involving the Board and our operations employee groups, the resulting policies and processes have allowed Delta to remain an industry leader in the handling and transport of mobility aids. 

Delta also has a long-established process of collecting and managing customer complaints. Delta’s approach for addressing complaints related to disability services includes responding to such complaints within 30 days of receipt. The contents and trends are shared as appropriate with applicable leadership teams for any potential operational improvements. 

2024 Progress Report