Los Angeles World Airports - Training Customer Service Personnel on the Needs of Travelers with Disabilities
Close to 200,000 passengers arrive at Los Angeles International Airport (LAX) each day. Roughly 10% of these passengers have a disability, whether it be using a wheelchair, having a hearing or visual impairment, or other disability. Disability rates are expected to increase with the rise in the aging population (U.S. Census Bureau).
Los Angeles World Airports (LAWA) worked with AIR to develop gold standard services for travelers with disabilities. Through AIR’s interactive online training, customer service personnel learned about disability law, gained a deeper understanding of the needs of travelers with disabilities, and roleplayed respectful etiquette for serving these customers. AIR developed a second training specific to wheelchair service providers and made both courses available on computer and mobile devices in both English and Spanish.
From the café worker to the gate attendant to the wheelchair service provider, LAX personnel:
- Gained knowledge on the needs of travelers with different disabilities;
- Learned strategies on how to interact respectfully with travelers with different disabilities;
- Improved safety outcomes for all travelers;
- Reduced the risk of violating federal laws in the Americans with Disabilities Act and Air Carrier Access Act; and
- Increased customer satisfaction and loyalty for all travelers.
