Decision No. 331-AT-A-2002

June 17, 2002

File No. U 3570/00-60

BACKGROUND

In Decision No. 124-AT-A-2002 dated March 19, 2002, the Canadian Transportation Agency (hereinafter the Agency) made a determination with respect to an application filed by Margaret Oakman regarding the failure by United Air Lines, Inc. (hereinafter United) to provide wheelchair assistance during a flight connection at the Vancouver International Airport (hereinafter the Vancouver Airport) in Vancouver, British Columbia.

The Agency determined that the failure by United to provide wheelchair assistance to Mrs. Oakman constituted an undue obstacle to her mobility.

Pursuant to Decision No. 124-AT-A-2002, United was required to take the following measures within thirty (30) days from the date of that Decision:

1. Provide the Agency with a report reflecting revised procedures to be followed by United's personnel to ensure that services requested by persons with disabilities, including the provision of wheelchair assistance, are provided even in the event of flight delays; and
2. Issue an advisory bulletin to its employees at the Vancouver Airport outlining the importance of delivering services, as requested, to persons with disabilities in light of the incident experienced by Mrs. Oakman, and provide the Agency with a copy of this bulletin.

ISSUE

The issue to be addressed is whether the measures taken by United meet the requirements of Decision No. 124-AT-A-2002.

FACTS

On April 19, 2002, United requested an extension until May 3, 2002, to comply with the requirements of Decision No. 124-AT-A-2002 and by Decision No. LET-AT-A-122-2002 dated April 24, 2002, the Agency granted the request.

POSITION OF UNITED

On May 3, 2002, United advised the Agency that:

• it has implemented a station observation process for its hub airports to monitor and ensure the timely delivery of wheelchair service;
• at the time of the incident, the Vancouver Airport Station Manager briefed all agents on United's commitment to providing wheelchair assistance and the process thereto and provided a written notice of this;
• shortly after Mrs. Oakman's travel in 2000, United reviewed its electronic recurrent training for all customer service representatives; as a result, training was expanded to a 5-part lesson delivered over a period of five weeks with one module devoted entirely to the provision of wheelchair services;
• United has initiated a purchase of an additional 258 airport wheelchairs in 2000 to enhance the timeliness and quality of its services;
• United revisited its web-booking process and initiated an enhancement to enable customers who require wheelchairs to identify and confirm this request at the time of booking a ticket through United's website.

United adds that it has established new e-mail addresses for United and its United Express Corporate Complaints Resolution Officials to speed up the resolution of complaints received from passengers with disabilities. United notes that, since the time Mrs. Oakman travelled, it has helped initiate and has become a charter member of the Air Transport Association disability committee. United is currently engaged on a subcommittee that is working together with the National Council on Disability in developing enhanced guidelines for the acceptance of service animals. United also actively participates in regular U.S. Department of Transportation forums for the disability community and helps in, and provides panel speakers for, the Society for Accessible Travel and Hospitality (SATH) World Congress held annually in Florida.

United provided a copy of an advisory bulletin dated April 29, 2002, issued by the Vancouver Airport Station Manager to its agents. The bulletin provides a summary of a situation wherein two passengers who required assistance did not receive any assistance. This bulletin emphasizes United's policy at the Vancouver airport regarding the assistance to be provided to passengers with disabilities and reminds employees of the importance of monitoring inbound flights for comments regarding assistance.

ANALYSIS AND FINDINGS

The Agency has reviewed the material and comments submitted by the carrier and is of the opinion that the measures undertaken by United should result in United's personnel being in a better position to prevent the recurrence of incidents similar to the one experienced by Mrs. Oakman.

CONCLUSION

Based on the foregoing, the Agency is satisfied that United has met the requirements of Decision No. 124-AT-A-2002 dated March 19, 2002, and does not contemplate any further action in this matter.