Decision No. 560-AT-A-2005

September 9, 2005

September 9, 2005

IN THE MATTER OF Decision No. 95-AT-A-2005 dated February 18, 2005 - Julie Hall vs Alaska Airlines, Inc.

File No. U3570/04-48


BACKGROUND

In its Decision No. 95-AT-A-2005 dated February 18, 2005 (hereinafter the Decision), the Canadian Transportation Agency (hereinafter the Agency) made a determination with respect to an application filed by Julie Hall regarding her travel with Alaska Airlines, Inc. (hereinafter Alaska Airlines) from Vancouver, British Columbia, Canada to Seattle, Washington, United States of America on September 1, 2004.

The Agency determined that the level of assistance provided by Alaska Airlines to Mrs. Hall after checking in at the Vancouver International Airport (hereinafter the Vancouver airport) constituted an undue obstacle to her mobility and, as such, directed Alaska Airlines to take the following corrective measures within thirty (30) days from the date of the Decision:

  1. Examine its policy and take whatever steps are necessary to ensure that the inconsistencies which presently exist between its policy and the United States Air Carrier Access Act, 49 U.S.C. § 41705 (1986) (hereinafter the ACAA), particularly with respect to the issues surrounding advance notice of services required by persons with disabilities and leaving persons with disabilities unattended, are rectified, and ensure that its personnel are made aware of these changes. Alaska Airlines was to advise the Agency of the steps it had taken in this regard.
  2. Issue a bulletin to its employees including contractors, seasonal employees, consultants and service providers who interact with the public summarizing the incident experienced by Mrs. Hall, without identifying her, and highlighting that persons with disabilities have specific needs, the importance of being aware of and sensitive to the needs of persons with disabilities and stressing the fact that persons with disabilities should not be left unattended for a prolonged period of time. A copy of the bulletin was to be provided to the Agency.
  3. Incorporate, into any training program Alaska Airlines may have, a description of the situation which developed with respect to Mrs. Hall, without identifying her, and the procedures that should have been followed; advise of the effective date of this amendment; and advise the Agency of the measures it has taken to ensure that the requisite level of training is provided to all its employees, including seasonal and contract employees.
  4. Provide a copy of the Decision to the supervisor at the Vancouver airport who is responsible for seasonal employees.

In a letter dated March 25, 2005, Alaska Airlines requested an extension of time until March 31, 2005, to comply with the requirements of the Decision. On March 29, 2005, Agency staff was advised by an Alaska Airlines' representative that Alaska Airlines would provide its response within a week, which it did on April 8, 2005. Following telephone discussions with Agency staff, Alaska Airlines filed additional documentation on June 27 and on August 10, 2005.

ISSUE

The issue to be addressed is whether the Agency is satisfied with the measures taken by Alaska Airlines in response to Decision No. 95-AT-A-2005.

ANALYSIS AND FINDINGS

The Agency has reviewed the information filed in response to the Decision. Alaska Airlines' compliance with the corrective measures of the Decision will be addressed individually in the following analyses.

First corrective measure

Alaska Airlines submitted that it has examined its internal policies to determine if inconsistencies exist with respect to the ACAA. Alaska Airlines advised that its ground handling service in Vancouver is contracted to its sister carrier, Horizon Air Industries, Inc. carrying on business as Horizon Air (hereinafter Horizon Air) and that both air carriers' initial customer service training covers the ACAA requirement that persons with disabilities not be left unattended for more than 30 minutes when they are not independently mobile (the ACAA 30-minute requirement). Alaska Airlines added that the ACAA 30-minute requirement is noted in its Customer Services Manual (section 7.106, page 2) which is kept on file at every airport where Alaska Airlines maintains operations.

Furthermore, section 7.106, page 2, of Alaska Airlines' Customer Services Manual now highlights the fact that customers with disabilities using a wheelchair or aisle chair cannot be left unattended for more than 30 minutes when they are not independently mobile.

With respect to advance notification requirements, Alaska Airlines stated that in Mrs. Hall's situation, advance notification, while preferred, was not required as she did not require the services noted in section 382.33 of the ACAA, that is medical oxygen use, carriage of an incubator, hook-up for a respirator, accommodation for a passenger who must travel on a stretcher, acceptance of hazardous materials battery packaging for power wheelchairs or other assistive devices, or accommodation of groups of ten or more qualified individuals with disabilities who make reservations and travel as a group.

Alaska Airlines also modified its Customer Services Manual to remove the following provisions previously in section 7.106, page 4:

  • Customers with impairments or physical disabilities that cause them to require special attention or assistance from airline personnel shall be accepted for transportation without an attendant, provided they meet the following conditions:

...

Advance Reservations

  • Reservations must be made 48 hours prior to travel advising the nature of the disability and assistance required.
  • Alaska Airlines shall make every effort to accommodate customers who fail to make reservations 48 hours in advance, although the Company is not obligated to do so.

Second corrective measure

Alaska Airlines provided the Agency with a copy of a bulletin sent to its customer service agents as well as one sent to the customer service managers and training supervisors at Horizon Air, reminding them of their role in assisting customers who require wheelchair assistance and highlighting, among other things, the requirement that persons with disabilities using a wheelchair or aisle chair cannot be left unattended for more than 30 minutes when they are not independently mobile, and that advance notice is not required for passengers who request wheelchair assistance.

Third corrective measure

Alaska Airlines confirmed that it will ensure that its Vancouver airport station management review the situation that developed with respect to Mrs. Hall with all personnel. Alaska Airlines advised that it had spoken with the Horizon Air Customer Service Manager who stated that the situation would be reviewed with her entire personnel during the April recurrent training. Alaska Airlines further confirmed that these actions would be completed by April 20, 2005, and, additionally, that its customer relations personnel will refer to this incident during presentations at the remaining complaints resolution official training courses scheduled for 2005. Alaska Airlines also submitted that customer service training for its personnel and the personnel of Horizon Air, covers the ACAA 30-minute requirement and that its customer service agent "recurrent training" work book and follow-up exam also specifically cover the ACAA 30-minute requirement.

Fourth corrective measure

Alaska Airlines confirmed that a copy of the Decision was provided to its Station Manager at Vancouver airport, its Managing Director of Operations and its Executive Vice-President of Operations.

The Agency has considered all the measures undertaken by the carrier in response to Decision No. 95-AT-A-2005 and is satisfied that they should assist in preventing the recurrence of situations similar to the one experienced by Mrs. Hall.

OTHER MATTERS

The Agency notes Alaska Airlines' statement of its commitment to improving the services it provides to its "special needs" customers and the measures it has recently undertaken to demonstrate its commitment to addressing the needs of passengers with disabilities.

  1. In 2004, Alaska Airlines produced and distributed a new sensitivity video "Ask, Listen and Learn" to all new airport, reservations, inflight and frequent flyer program personnel.
  2. In 2004, Alaska Airlines revamped its complaints resolution official program and retrained over 400 key airport, reservations and management personnel during this eight-hour program. Furthermore, Alaska Airlines produced a new complaints resolution official video to better train complaints resolution officials concerning the best way to assist customers with disabilities.
  3. Alaska Airlines created the "Disabled Passenger Assistant" program at the Seattle-Tacoma International Airport. According to Alaska Airlines, there are over thirty assistants in Seattle who receive specific training from hospital physical therapists regarding terminology, sensitivity and proper transfer techniques. Furthermore, Alaska Airlines will describe this program and its commitment to customers with disabilities in a future issue of its "Alaska Airlines Inflight Magazine".
  4. Alaska Airlines participates in efforts with many local and national disability organizations, and also has an internal disability advisory board which meets on a monthly basis.

The Agency views these measures as positive steps towards improving the services that Alaska Airlines provides to persons with disabilities and commends the carrier on its initiative in this regard.

CONCLUSION

In light of the above, the Agency is satisfied with the measures taken by Alaska Airlines in response to Decision 95-AT-A-2005. Accordingly, the Agency does not contemplate any further action in this matter.

Date modified: