UNIVERSAL BY DESIGN

The article discusses the implementation of the Americans with Disabilities Act (ADA) and the Air Carriers Access Act. In spite of improvements made at airports and airlines, the many travelers with disabilities still experience significant problems when traveling by air. The accommodations made for people with disabilities also benefit millions of non-disabled passengers, such as those travelling with small children or the elderly. Airports can establish universal design and service standards that will not only meet minimum ADA requirements, but will benefit millions of other travelers as well. The article suggests 10 steps that airports can take to better serve their customers. These include: 1) accessible websites, 2) legible/accessible flight information displays, 3) improved public address systems, 4) accessible services brochures, 5) accessible and TTY (teletypewriter) text telephones, 6) companion care (family) restrooms, 7) accessible ground transportation, 8) curbside drop-off/pick-up procedures, 9) customer service training, and 10) customer service policies development.