1. 2016 CRO recurrent course

2. Objectives What’s new What’s coming Current key issues Refresher
4/13/2016
T and D Consulting Solutions CRO Recurrent Course

3. What’s new No new regulations were added to 14 CFR 382 during 2015
One key component is went into effect in December 2015 – Making airline websites accessible to persons with disabilities with respect to 7 core elements:
Booking and changing a reservation including flight amenities
Web check-in
Accessing personal travel itineraries
Accessing flight status
Accessing personal Frequent Flyer accounts
Accessing flight schedules
Accessing carrier contact information
Enforcement of this part of the regulation begins June 2016
The remainder of all other web pages must be accessible to people with disabilities by December 2016.
4/13/2016
T and D Consulting Solutions CRO Recurrent Course

4. What’s New
Kiosk accessibility for passengers with disabilities goes into effect at US airports only in December It is not required at non-US airports
25% of all new kiosks must be accessible
25% of all kiosks must be accessible by 2023
Passengers who request the use of an accessible kiosk must be given priority to use one, when they are under your control
When a passenger with a disability is unable to use a kiosk, airline personnel should provide immediate assistance either at an non-accessible kiosk or at the counters
Where kiosks are common use, the airlines and airport authority are severaly liable for compliance
4/13/2016
T and D Consulting Solutions CRO Recurrent Course

5. What’s coming
USDOT has requested comments from airlines, aviation organizations, disability organizations and individuals on the following topics:
Ensuring IFE is accessible to passengers with disabilities
Providing greater access to air travel for passengers dependent on in-flight medical oxygen consistent with DG and security requirements
Determining the appropriate definition of a service animal
Establishing safeguards for airline to reduce the likelihood of passengers claiming their pet is a service animal
Addressing the feasibility of adding accessible lavs on new single aisle aircraft
The closing date for these comments is on or about 20 January 2016.
4/13/2016
T and D Consulting Solutions CRO Recurrent Course

6. What’s coming
Additionally, DOT is looking at the feasibility of requiring US airports to provide animal relief areas inside the sterile areas of the terminals
Increased enforcement of regulations, especially website accessibility which will be handled by 3rd party contractors
4/13/2016
T and D Consulting Solutions CRO Recurrent Course

7. Current key issues Service animal acceptance abuse
What you can do to prevent abuse of the privilege
Observe the behavior of the animal. Service animals are exceptionally well behaved
Look for indicators that the dog is a legitimate service dog, e.g. a harness
Ask “What does the dog do for you?”
For Emotional Support dogs, ask for the letter from a licensed mental health professional that is less than 1 year old, states that the passenger is under the professional’s care, has a recognized mental/emotional disability and needs the animal as an accommodation either during the flight and/or at the destination. The letter also needs to have the date, type and jurisdiction of issue of the professional’s license
If you have doubts about the validity of the letter, look at the stationery. Is is printed or a photocopy? Call the phone number on the letterhead. Listen to how they answer the phone or if after hours, what the voice mail says. Do not talk with the person who answers. You can tell if the phone is answered with the professionalism of a medical office or not.
4/13/2016
T and D Consulting Solutions CRO Recurrent Course

8. Current key issues WCHR usage abuse
What you can do to prevent abuse of the privilege
Check with your local airport authority. Some cities have laws making it at least a misdemeanor to lie to the authorities. Such laws should be posted at your location giving advanced warning.
Because airlines are obligated to assist passengers who cannot carry their luggage, airlines may request credible assurance that each passenger requesting this type of assistance cannot carry the luggage in question. You may deny this service if the passenger using the service cannot provide documentation, This may help to reduce the number of requests for the “passenger’s convenience”. Please note that you may not deny the WCHR if the request is made on the basis of needing mobility assistance. You must provide the WCHR, but do not need to carry the baggage in this case
4/13/2016
T and D Consulting Solutions CRO Recurrent Course

9. Current key issues Enforcement
DOT has indicated that they will increase enforcement efforts in 2016.
Steps to improve compliance:
Ensure all agents are trained and that you can document this training has occurred
Do regular briefings and/or refreshers to remind agents of their responsibilities
Remind agents to contact the CRO to handle any situation in which the passenger with a disability, or anyone on their behalf, begins to complain about anything
When a violation has occurred, the CRO must correct the situation
Remind agents to provide details to the appropriate person in the prescribed manner about the details of any situation in which a person with a disability, or anyone on their behalf, complains so a dispositive letter can be written
Make sure the information about these verbal complaints are forwarded immediate to the appropriate person to write the letter
REMEMBER, COMPLIANCE DEPENDS ON THE PERFORMANCE OF YOUR TEAMS, NOT TRAINING OR WRITTEN POLICIES AND PROCEDURES ALONE
4/13/2016
T and D Consulting Solutions CRO Recurrent Course

10. Conclusion
Regulations requiring airlines to provide EQUAL access for passengers with disabilities are here to stay
Airline personnel are required not only to adhere to the letter of the regulation, but also the intent and spirit of the regulation
This means that we must treat each passenger as an individual on a case-by-case basis and not to assume that we know what the passenger needs nor to try and give them services they neither need nor want.
4/13/2016
T and D Consulting Solutions CRO Recurrent Course

11. Quiz Now, please proceed to the test that is attached separately
Quiz Now, please proceed to the test that is attached separately. You need to complete the test to be recertified as a CRO.
4/13/2016
T and D Consulting Solutions CRO Recurrent Course

12. 2016 cro refresher quiz