Complaints from fliers with
disabilities have more than
doubled since before the
pandemic.
According to the department of
transportation.
The situation has gotten so bad
the department recently
announced airline travelers with
disabilities bill of rights to
help people understand their
protections under federal law.
Some airports are stepping up to
ensure passengers have a smooth
ride.
Our special correspondent
reports.
>> On a Saturday morning in
early August, Maggie Willie and
her service dog arrive at the
minneapolis-st. Paul
international airport.
Air travel isn't at the top of
most people's lists of favorite
things to do these days.
It is no different for Willie.
>> Flying is stressful, there's
a lot of unknowns.
I've had my wheelchair damaged.
When I got to my next
destination, it was broken.
>> She has a neuromuscular
disease called primary lateral
sclerosis.
Luckily today, they are not
flying anywhere.
They are taking a practice run
through the airport so both feel
more prepared when there is a
real trip.
>> I haven't flown for a long
time.
I wanted to see what was new
because it takes away some of
the stress when I actually go
flying.
>> It is part of a program
called navigating msp.
>> What do we do next?
>> Check in.
>> One Saturday a month, people
with special needs can come to
the airport to get familiar with
their travel process without the
pressure of having to catch an
actual flight.
>> Where is the plane?
>> First we have to do our
tickets.
>> The program was originally
geared towards children with
autism, like Tate Morris.
His family is preparing for a
trip in October.
>> We are going to Orlando,
Disney.
>> Are you excited to go to
Disney world?
>> Yes, I'm going to go on the
rides.
>> People caps on asking if we
can come out and get a feel for
what this is going to be like.
>> Phil berg, in charge of
customer experience, launched
the program for families in
2013, and one for service dogs
and their handlers the next
year.
>> I want to make it the most
accessible airport in the world.
>> The airport created a
travelers with disabilities
advisory committee keeping
disability front and center.
It offers an array of services,
like a lanyard with sunflowers
that alerts staff to travelers
with hidden disabilities like
hearing loss, and free access to
an app people with low vision or
blindness can use to navigate
the terminal independently.
>> A gentleman six feet in front
of you.
>> It is now considered a leader
when it comes to accessibility.
>> It is the right thing to do
to make sure we have done
everything within our power to
make that journey our customers
are on equitable and accessible.
>> It has been at least eight
years since Maggie Willie has
flown.
She says the improvements are
clear.
>> People are more educated and
they are more services at the
airport.
>> After Willie and the canine
group go through security, they
go to the newest edition, this
mock airplane cabin.
It was previously used to trade
flight and cabin crews in
Atlanta.
Delta paid to have it taken
apart and shipped last fall,
where it was reassembled and
ready for its new purpose,
educating travelers.
It is thought to be the first
facility of its kind.
Delta pilot Ian there it gives
these tours on his time off.
>> We talked about the best seat
is the middle.
>> The window seat has less foot
room for the dogs, and I'll
seat, they can get stepped on.
A team of other volunteers
coaches the dogs and their
handlers.
In the new cabin, Maggie Willie
can practice using the transport
chair.
A small wheelchair that fits
down the narrow aisle.
>> My disability changes, I
haven't always used transport
chairs.
Now I would need to.
Having pastel have an
opportunity to practice getting
in between the seats and finding
her space.
There you go.
Good girl.
If she can practice ahead of
time, it is less stress for her.
We get less worn out.
>> She says the new cabin does
more than allow them to
practice.
>> Acknowledging we are
travelers, too.
And we want to have the same
easy experience as everybody
else.
>> It will also be used to train
emergency responders and the
airport personnel who provide
wheelchair assistance.
>> My name is rich.
I'm also the father of a son
with autism.
>> Another delta pilot helped
facilitate the cabin's move from
Atlanta.
Today he is leading the other
tour for families.
>> What is your name?
>> Tate Morris.
>> His mom says a busy airport
can be difficult.
>> We never know what is going
to trigger a behavior or a
meltdown.
Sounds are sometimes triggering.
It is too loud, too many people
too close to him.
Awaiting is a struggle if
something is supposed to happen
at 1:00.
His expectation is something
happens at 1:00.
>> Like today when the real live
airplane is late getting to the
gate.
The therapy dog works the crowd
to keep the kids calm.
>> Wait at the gate.
>> He was given a deck of images
laying out the events making the
process more concrete and more
predictable.
>> You sit on the plane, put on
your seatbelt.
The week before we fly will
probably go through it every
night.
>> The plane finally arrives.
>> What is the first thing we
have to do?
>> Fasten your seatbelt.
>> I think it goes this way.
>> This seat is too big for me.
>> Said nobody ever in an
airplane.
>> More than 1300 families have
gone through the tours and most
of them have been fully booked.
>> To have an opportunity to go
into an airplane.
Is it enclosed and the sounds
are different.
And the seatbelts are different.
Everything is different.
You can see what a bathroom in
an airplane looks like.
You don't get that experience
anywhere else but here.
After a long day, Tate is tired,
but his family is feeling more
confident about that trip to
Disney world.
For pbs news weekend, Megan