Delta Air Lines’ Canadian Plan and Feedback Process: 2025年進度報告


 

一般資訊


一般承諾

達美航空會盡全力為身心障礙人士提供服務,除非受法律允許或要求,否則不會因為個人的身心障礙而拒絕載運。 達美航空會遵守所有適用的身心障礙條例,無論是否包含在本計畫中。 雖然我們的公司政策必須符合監管規定,但我們可以設定更高的標準。 在政策超出規定的部分,我們將採行更高的標準。 守護安全是我們的第一要務。 除了確保所有旅客的安全運輸所必要的限制之外,達美航空不會對身心障礙旅客施加任何限制。 

無障礙承諾

十月 2022,達美航空執行長與業界的其他航空公司高管(美國航空公司的成員航空公司)共同制定了一項「乘客無障礙承諾」,致力讓身心障礙旅客享有更便利的航空旅行。 雖然我們長期以來一直推動各項行動計畫,致力於改善航空旅行的無障礙服務,我們在這個重要領域的工作從未間斷。 這項適用於全行業的無障礙承諾補充了美國交通部的《身心障礙乘客權利法案》,達美航空多年來也採取許多重要的行動對這項法案表達支持。 以下即是這些乘客無障礙承諾:

  • 在我們的航空公司內建立一個乘客無障礙諮詢小組,直接與身心障礙人士社群合作,以改進我們的政策和營運方式;  
  • 改善乘客轉換和辦理個人行動輔具的方式;
  • 加強我們一線工作人員的無障礙服務培訓,並對我們的員工進行有關身心障礙乘客的教育宣導;以及
  • 支持繼續研究和開發安全可行的航機無障礙功能,以擴大身心障礙乘客的航空旅行機會。

無障礙諮詢委員會和商業資源小組

  • 達美航空一直都在努力尋找能改善員工和旅客體驗的機會。 Our Delta Advisory Board on Disability and Accessible Travel (ABD) is dedicated to promoting accessibility for customers. For over 25 years, Delta has maintained this customer-based board comprised of 15 members who have, and are thought leaders on, a wide range of disabilities and who lend their insights to help Delta improve the travel experience for all customers.
  • ABLE身心障礙商業資源小組為員工提供了一個論壇,可以就明顯涉及身心障礙員工的戰略或決策建立對話關係,並提供意見供領導階層參考。

旅客問卷調查與意見收集

達美航空接受對於我們無障礙計劃的意見回饋,包括匿名提供的意見回饋。 Delta will acknowledge feedback in the same format in which it is received, except for anonymous feedback for which contact information to acknowledge receipt has not been provided by the feedback provider. 

Mail: Customers may request a copy of Delta’s Accessibility Plan and/or Feedback Process in an alternate format. 旅客還可以就達美航空的無障礙服務問題提供意見回饋。 我們非常歡迎且重視所有旅客的寶貴意見。 若要提供意見回饋,旅客可以將意見寄到下列地址給客服部門主管。

Delta Air Lines, Inc.
Customer Care
PO Box 20980
Department 980
Atlanta, GA 30320-2980

From 六月 2024 until 五月 2025, Delta did not receive customer feedback regarding the contents of this Accessibility Plan via post or mail..

Telephone: Customers who can only provide feedback via telephone can do so via +1-404-209-3434 (for customers with hearing or speech disabilities Dial 711) and a representative will complete the digital survey on delta.com on behalf of the customer. From 六月 2024 until 五月 2025, Delta did not report any customer feedback regarding the contents of this Accessibility Plan via telephone.

電子郵件: Customers wishing to provide anonymous feedback via email can do so via: CanadaAccessibilityPlan@delta.com. From 六月 2024 to 五月 2025, Delta did not receive any emailed customer feedback regarding the contents of this Accessibility Plan.

Delta.com: Customers can provide feedback on Delta’s Canada Accessibility Plan alternatively via the following link https://delta.qualtrics.com/jfe/form/SV_3OxBNBghGDgfLEO. The answers to survey questions are collected and will be reviewed for future considerations and for this report. From 六月 2024 to 五月 2025, Delta did not receive any surveys of customer feedback regarding the contents of this Accessibility Plan.

Virtual Chat or Social Media Feedback: Customers requesting to provide feedback via virtual chat or social media will be directed to complete the survey link on delta.com. From 六月 2024 to 五月 2025, Delta did not receive customer feedback via social channels or virtual chat regarding the contents of this Accessibility Plan.

 

資訊與通訊技術(ICT) 


網站無障礙功能

探索新地點,展開新旅程 - 這都是旅行的一部分。 在達美航空,我們致力為所有的旅客提供最佳的旅行體驗。 That's why we’ve committed to improvements to delta.com, to better assist anyone with specific auditory, visual or mobility needs.

達美航空的主要網站符合AA級標準的網頁無障礙性指導原則(WCAG)2.0。 我們有專門負責的團隊專注於持續改進網站功能,並確保新功能符合規範。 We work with accessibility consultants to test and make regular refinements. 達美航空致力於確保所有內容均遵循無障礙標準,包含第三方的內容(例如地圖小工具及信用卡申請表)。 我們使用來自第三方公司符合規範的內容,以及來自為未來合規性竭盡心力之提供者的內容。

達美航空近期增加了新工具和資源,致力於支援我們的數位無障礙需求。 其中包括一個新的專用資源,用於改善delta.com官網和Fly Delta App上的內容,以提高易用性。 此外,我們最近還推出了一款新的工具,可用於稽核我們的數位管道,以幫助我們維持WCAG標準,甚至在可能的情況下超越這項標準。

達美航空持續致力於加強與視障社群的合作關係。  在達美航空的諮詢委員會身心障礙組成員以及全國視障人士聯合會(NFB)代表的合作之下,達美航空正在仔細審查delta.com官網上的內容和無障礙功能,並做出必要的調整。

Some updates to content features on delta.com are:

  • Service Animal and Wheelchair page updates to clarify policy and best practices, improve readability and navigation of content and redirect customers to appropriate self-service channels through guided steps and calls-to-action
  • Mobility device update in My Trips to enable self-service and personal mobility devices to upcoming trips and matched to be consistent with the Fly Delta App experience
  • Next generation seat maps (post purchase) to improve labeling of seats and accessible lavatories.
  • Mobility device content updated to be consistent with the Fly Delta App experience

Fly Delta App 

Customers can use the Fly Delta app to receive details about airport information including locations of shops, restaurants, restrooms, boarding times, flight delays, and clearing of standby list. Fly Delta App也能為旅客提供有關出發和抵達登機門的地圖和詳細資料。  旅客還可以在Fly Delta App中提出特殊的服務要求,例如與輪椅尺寸/重量或身心障礙有關的問題、透過機場提供的輪椅獲得導航協助,以及失明/失聰旅客的導航協助。 在許多的體驗中,Fly Delta App都會比照旅客手機設定中的偏好字體大小,增加文本字體大小讓旅客更方便閱讀。 

航班與登機門資訊

在大多數機場的登機門和報到櫃檯都會有螢幕顯示航班資訊。 登機門服務專員也會口頭提供航班資訊,包括在登機門的登機廣播。 如有要求,達美服務人員將以文本或書面形式提供公告細節。

自助式服務櫃檯無障礙功能

Delta’s kiosk user interface meets U.S. DOT Air Carrier Access Act (ACAA) accessibility standards which include providing content in 11 languages, tactile navigation and speech output enabled.  Some airport kiosks, such as those in many non-U.S. stations, including all airports in Canada served by Delta, are provided by the airport authority and available for use by Delta customers. 對於這些常見的自助式服務櫃檯,達美航空會在其中安裝和測試我們的使用者介面應用程式。 

雖然達美航空會努力確保旅客能使用無障礙的自助式服務櫃檯,但我們知道,對於某些旅客而言,這可能會帶來更多的難題。 達美航空的機場工作人員都已接受過培訓,可以為任何不擅操作自助式服務櫃檯的旅客提供服務。

IFE內容 

達美航空致力於透過我們的機上娛樂產品,為所有旅客打造多樣化且富有意義的旅行體驗。 With the strategic and bespoke content provided onboard, studios only provide closed captions in their offerings infrequently. 達美航空投入了大量資源製作隱藏式字幕,從而實現了我們的目標,即在2023年底擁有100%的電影和電視節目配備隱藏式字幕。 Moving forward all movie and series content we have onboard will be closed captioned. In addition, we have expanded into having audio descriptive titles onboard, with the focus on our new release titles. 我們機上娛樂內容的下一個目標,是要在直播電視上加入隱藏式字幕,這是我們的團隊正在努力實現的目標。 We have been able to launch live tv closed captioning on a subset of our fleet and are working on the other hardware types. 

Additionally, an accessible travel map has been added to all aircraft that offer IFE which allows customers with low vision to view the progress of their flight.

 

有別於ICT的溝通交流


了解我們旅客的溝通需求

我們非常重視旅客提供給達美團隊成員的建議,以幫助我們進一步了解如何提供更好的協助服務。 需要視覺或聽覺相關協助的旅客,無論是在登機門、票務區、客戶服務櫃檯還是在機上(前提是不會影響任何重要的安全職責),都能和非身障旅客一樣即時獲得相同的行程資訊。

達美航空會培訓機場和機上服務人員,識別並適當回應溝通協助的需求。 該培訓內容包括使用最常見且容易取得的方式與失聰或聽障旅客溝通交流,例如寫紙條。 達美員工也接受過培訓,可以在必要時與視障、聽障旅客溝通交流。 這可能包括閱讀旅客提供的資訊表,或透過口譯人員進行溝通。

Before takeoff, Delta flight attendants must provide an Individual Safety Briefing to each person who may need assistance in the unlikely event of an aircraft evacuation. Delta’s in-flight services division has increased focus with flight attendants through an expanded education. This includes the new addition of a video in its quarterly training for flight attendants. This video highlights the requirement and importance of providing these individual safety briefings and was created and filmed in partnership with members of Delta’s Advisory Board on Disability and Accessible Travel (ABD).

Delta wants all customers to feel valued and understood. To further support our customers as they travel, flight attendants now have access to a interviews with members of the ABD to understand more about how they can listen to and better understand how to support customers with various disabilities on any Delta flight Delta offers signed languages as a language qualification option for in-flight crews and ground staff. Delta employees who are certified in signed languages may obtain a sign language identifier for their uniforms. 如果旅客是以手語作為慣用交流方式,將能夠一眼認出通曉手語的空服員和服務人員。

訂位與客戶服務部門

失聰或聽障旅客如果想透過我們的訂位系統聯絡達美航空,歡迎撥打分機711以取得手語翻譯服務。 手語翻譯服務將會直接聯絡達美航空,並擔任達美航空與旅客之間的溝通橋樑。

如需此無障礙承諾的點字版本,達美航空將透過外部供應商取得點字翻譯,如果旅客無法透過螢幕閱讀器使用電子通訊方式,則達美航空將提供郵寄副本。

旅客可以透過達美航空CRO請求協助填寫我們在機場提供的服務動物文件。 透過一般郵件、電子郵件或電話要求協助填寫服務動物文件的達美旅客,將由經過培訓的服務人員協助完成文書工作。 然後旅客將會收到郵寄文件副本,或收到填寫完成的電子檔案。

 

商品、服務和設施採購


達美航空致力於打造世界級的包容性供應鏈,以反映我們全球客群的多樣性。 這項承諾包括與優質小型企業或身心障礙人士擁有的企業建立合作關係。 達美航空本身就是Disability:IN的企業成員。

達美航空的「供應商多元化計劃」的願景,是要建立一個多元且包容的供應商網絡,以反映達美員工、旅客和社區的多樣性。 Delta’s Supplier Diversityhas a supply chain dedicated resource that participates on committees for some of those respective organizations, including Disability:IN. Disability:IN是全球知名的非營利組織,專門推廣商業身心障礙包容力。 達美航空與Disability:IN之間的合作不僅是刻意促成的,而且也有很高的效益,這種合作關係還能讓達美透過尋找能夠提供達美所需產品或服務的「多元化身心障礙人士擁有的企業」(DOBE)供應商來擴大我們的影響範圍,以及擴充我們的人才資料庫、幫助我們進一步了解身心障礙供應商面臨的困難,以及允許我們透過當地和全國的社區參與活動與更多身心障礙人士互動並提倡他們的權益。

在達美航空服務的每一個機場,我們都會與當地政府的無障礙實體合作。 許多的無障礙要素都是由地方當局規定並由政府推動,而達美航空致力於確保我們符合規定並維持良好的合作關係。 

達美航空目前並未在其採購過程中發現任何阻礙,並將進行審查以確定是否存在任何阻礙。  

 

計畫和服務的設計與提供


機場導航

接獲要求後,我們會讓經過適當培訓的航空公司服務人員為身心障礙旅客及時提供登機和下機協助。 這些協助包括:

  • 由通過培訓的服務人員提供協助,以及根據需求使用地面輪椅、無障礙電動車、登機輪椅、機上輪椅、坡道或機械升降機。
  • 協助旅客從機場出入口前往出發航班;協助登機門之間的交通接駁以搭乘轉機航班;以及協助從抵達航班轉前往機場出入口以供他人接機。
  • 這項協助服務包括出入航廈的主要區域,例如票務櫃台或行李提領區域,或前往洗手間入口(如果時間充裕)。
  • 陪同攜帶服務動物的旅客前往美國機場的動物便溺區。

To obtain this assistance, customers need to self-identify to Delta personnel once they arrive at the airport or the gate.

我們不會強迫我們的旅客接受未提出要求之特定形式的協助服務(例如要求提供引導服務,卻提供輪椅給旅客)。 此外,我們不會讓無法自主行動的乘客在輪椅上或其他輔具上無人看管超過30分鐘。

我們知道,某些有認知障礙或智能障礙的旅客可能需要獨自旅行。 自認為需要額外引導協助的旅客可主動提出要求,由我們陪同前往轉機航班登機門或提供引導協助。 In 2025 Delta  supported the design and launch of a sensory room at Detroit Metro Airport (DTW), a Delta  hub. A member of Delta’s Advisory Board on Disability and Accessible Travel who is a world-renowned expert on autism provided input into the design and construction of this room.

為了讓患有認知障礙的旅客及其家人享受到更便利的旅行體驗,達美航空持續在各個機場舉辦「Wings for All」活動。 針對希望讓旅行體驗變得更輕鬆並減少恐懼感的家庭來說,這些活動意義重大。

Atlanta, the world’s busiest airport, and Delta’s hometown, continues to host a Wings for All Event each month. These events allow employees to connect with our families as they prepare for their journey. In addition, every month, Delta partners with Shepherd Center, a leading provider of brain and spinal cord injury rehabilitation in Atlanta, to conduct custom tours of the board process for individuals that are new to the disability community, to help prepare them for travel.

攜帶輔助設備旅行 

根據安全規定,達美航空允許旅客將輔助設備作為隨身行李免費攜帶進入客艙。 這些隨身物包括幫助旅客應對個人身心障礙需求的醫療設備和/或個人用量的藥物。 These recognized assistive devices do not count as part of the customer’s carry-on limit. We permit priority in-cabin stowage (either a closet or a row of seats designated for seat strapping) for at least one typical-sized collapsible manual wheelchair (no larger than 13”X 36”x 42”) in any aircraft with 100 or more passenger seats.

無法透過客艙載運的手動輪椅必須在符合安全和安保規定的貨艙內運輸。 達美航空可接受以電池供電的輪椅,前提是該輪椅必須可以放入貨艙,並且可以按照安全和安保規定安排運輸。 達美航空會在登機門檢查並及時歸還行動輔具(例如輪椅、助行器、拐杖、電動代步車和其他行動輔具)以供旅客在航廈內使用。 如果達美航空丟失或損壞輪椅或其他行動輔具,達美航空必須提供不超過輪椅或行動輔具原始購買價格的賠償金額。 達美航空放棄蒙特婁公約對所有國際旅行之行動輔具的維修或更換責任限制。 A special declaration of interest is not required for customer mobility aids to receive this waiver.

We consider customers our partners in this process. 我們鼓勵所有需要攜帶行動輔具旅行或輪椅服務等其他協助的旅客,可在旅行前提前將需求告知我們的團隊。 提前通知可確保我們地勤人員的安全,以及確保旅客的行動輔具能夠獲得妥善處理。

We strive to make it easier for customers to alert us know in advance of the unique details of their wheelchairs and scooters. To simplify this process, Delta customers can add specific details related to their wheelchairs or scooters using the Fly Delta App. In addition, we want to understand how to best handle a Mobility Device in real time. 為此,達美航空特別簡化了我們的行動輔具處理表格。 需使用輪椅或電動代步車旅行的旅客,可透過這個新版的一頁式表格快速告知我們有關其輔具的詳細資料,包括如何搬運、固定,以及任何有關電池的詳細資料。

旅客可透過Fly Delta App或致電+1-404-209-3434(轉分機711以取得翻譯服務)告知達美航空其相關需求。 旅客也可透過線上無障礙服務申請表提出要求;若距離出發時間超過48小時,我們的專員將審核旅客提出的要求,如果需要更多的資訊,則專員可能會聯繫旅客。

Customers are also encouraged to remove items from their device that can be taken in the cabin. This may include seat cushions, foot rests, joy sticks and more. To make this easy for customers, Delta has branded bags available for customers to transport these items in the cabin. These carry-on items do not count against a customer’s individual carry on allotment.

Delta implemented a process to provide information cards to customers who check their assistive devices. These cards provide customers with information on requesting a Complaint Resolution Official (CRO) when needed at all airport locations and next steps in the unlikely event that their mobility device is delayed or damaged while in our custody. It also features a QR code that can be scanned which takes the customer to an accessible page within Delta.com outlining the same information.

Delta and Delta Connection carried more than 182,000 wheelchairs, scooters, and other mobility devices across our global network in 2024. 達美航空也會在達美轉運中心及主要市場提供「白手套服務」(WGS),以協助需要攜帶行動輔具的旅客。 這個專門設立的旅客行動協助團隊經過特殊培訓,可以為使用行動輔具的旅客提供優質且個人化的服務。 該培訓的重點在於宣導如何正確和謹慎處理行動輔具。 Delta’s commitment extends to our vendors, including our largest provider of wheelchair services, which utilizes aircraft cabin seats donated by Delta to facilitate hands-on training for passenger assistance.

與服務犬同行

受過訓練的服務動物之定義僅限經過專門訓練以便服務身心障礙人士的犬類。 旅客最多可攜帶兩隻受過訓練的服務動物同行。 達美航空會要求攜帶服務犬同行的旅客填寫美國交通部允許的文件。 DOT documentation was revised in 2024 and has been updated on delta.com for customer use.

Delta allows service dogs to accompany a customer with a disability in the aircraft cabin unless:

  • 服務犬對他人的健康或安全構成直接威脅;
  • 服務犬在機艙或機場登機門區域造成嚴重干擾或行為不端;
  • 服務犬的運輸會違反美國或外國法律;
  • 旅客拒絕為該行程填寫或提供現行的美國交通部表格。

達美航空將根據對個別服務犬的客觀評估,考慮風險的性質以及發生或持續發生傷害的可能性,決定是否要拒絕載送旅客的服務犬。 在拒絕載送任何合法的服務犬之前,該評估也會考慮任何潛在可行的緩解措施。

座位安排 

Delta will provide a seat assignment that best accommodates each individual’s disability if the seat exists in the same class of service on the aircraft if the customer alerts Delta to their seating needs in advance of travel. 如果是在出發當天或在登機門告知需求,我們將盡可能在不重新安排其他旅客座位的情況下為其安排座位。

如果旅客向達美航空服務人員表明自己需要特定座位,且該航機上的同等客艙剛好有合適的座位,則達美航空會為以下旅客提供特定座位:

  • 可移動式走道扶手:旅客使用走道座椅登機,且無法在固定式走道扶手順利入座的情況。
  • 機艙隔板後方座位或其他座位:旅客攜帶最適合在特定座位上容納之服務動物同行的情況,但不可安排於逃生門座位。
  • 更寬敞的伸腿空間:旅客的腿部上了石膏或不便行動的情況。
  • 鄰座:適用於提供旅客特定協助的同行旅伴,例如:
    • 具備不需由航空公司服務人員執行之功能的個人護理人員,例如協助身心障礙旅客用餐;
    • 為失明或視障旅客閱讀的人員;
    • 為失聰或聽障旅客提供翻譯的人員;或是
    • 如果身心障礙旅客無法自行撤離,則需要一名安全助理。

額外座位空間

我們希望能盡全力確保我們的旅客能享有一趟舒適的旅行。 如果旅客需要大於標準經濟艙座位(通常為30-32英寸伸腿空間(座位間距);寬度為17.2英寸或更寬)的空間,可以要求換到旁邊有空位的座位(如有),或付費升等至頭等艙或商務艙。 旅客可考慮額外預訂一個座位。 我們很樂意在航班飛行期間為旅客提供FAA核准的安全帶延長帶,但無法允許使用個人的安全帶延長帶。

提前登機

針對在登機門自行表明需要額外時間或協助登機、存放無障礙設備或協助就座的身心障礙旅客,達美航空可以讓他們有機會在所有其他乘客之前登機。

過敏

患有嚴重過敏症的旅客可以提早登機,以清除座位上的任何過敏原。 Upon notification of a peanut allergy, Delta will refrain from serving peanut products onboard. 在收到對任何其他食物過敏的旅客通知後,達美航空將停止在該旅客的座位區供應該過敏原食物。 All customers are encouraged to travel with appropriate medication (e.g., EpiPen®) to mitigate any unintentional exposure to a known allergen as they travel.

達美航空針對花生過敏問題制定了一項具體政策。 When a customer notifies us of a peanut allergy, Delta will refrain from serving peanuts and peanut products onboard the indicated flight. 我們將改為提供無花生元素的點心給所有的旅客。 旅客可以要求提前登機以清潔其座位,避免座位上有任何殘留的過敏原,但請自備清潔用品。 It is also recommended that customers with a significant allergic reaction, bring appropriate medications on board (e.g., EpiPen®).

機上協助

我們的機組人員將致力在機上提供所有旅客一個安全又舒適的旅程。 達美機組人員可協助旅客使用機上輪椅、放置或拿取隨身行李物品、識別您餐盤上的食物或打開行李。

空服員無須協助餵食或使用盥洗室。 但他們不能搬動或移動旅客,也不能提供給藥或注射等醫療服務。 如果需要上述任何服務,需要此類級別協助的旅客應考慮購買機票以邀請護理人員或旅伴同行。 Please review the available options  for bringing a companion for ticketed or un-ticketed assistance.

身心障礙相關問題

我們知道有時候會發生一些意外狀況, 所以達美航空設有投訴解決管理人員(CRO),可協助旅客解決身心障礙相關問題。 每一個達美機場都設有CRO可以在營業時間內提供協助。 這些投訴解決管理人員都接受過培訓,是解決身心障礙相關問題的專家,能夠當場為旅客解決身心障礙相關問題。

 

交通


達美航空與機場實體合作,提倡為個人(例如輪椅使用者)提供接駁車服務。 
 

打造友善環境


機場設計

達美航空正在改進機場提供的大廳導航設施。 舉例來說,部分機場可能有很長的走廊,但卻沒有電動步道或機場大廳與機場大廳之間的列車服務。 我們與機場主管機關合作並向其提供建議,以加強這方面的旅客體驗。

多感官室

達美航空持續投資於改善身心障礙人士社群,以及為其打造更舒適的旅行體驗。 為了讓感官敏感的旅客及其家人可以更輕鬆愉快地旅行,我們特別在多感官室中打造了關懷備至的安全環境。 Located at Hartsfield-Jackson Atlanta International Airport (ATL) on the F Concourse, at New York-LaGuardia International Airport (LGA) in Terminal C, and our newest location at Detroit International Airport in the McNamara Terminal across from Gate A36. These rooms include calming colors, sounds and activities and includes a small mock-up of an aircraft with seats in LGA for those who would like to familiarize themselves with air travel in a controlled environment. 若要使用多重感官室,請洽詢我們的「紅外套」服務專員,這些服務專員是我們的精英機場客戶服務專家,旅客可以藉由他們身上穿著的鮮紅色外套來找到他們。

自助式服務櫃檯設計/高度

自助式服務櫃檯的易使用性一直是我們與旅客互動的重要元素之一。 我們很努力地確保自助式服務櫃檯的使用者介面和櫃檯高度能滿足身心障礙人士的多樣化需求。 2020年,達美航空展開了一項針對達美專屬自助式服務櫃檯的多年期更新計畫。 這項計畫分為四個階段進行,範圍涵蓋了達美航空目前服務和提供我們自己的專屬自助式服務櫃檯的所有航點。 All Delta proprietary kiosks are compliant with US DOT ACAA kiosk standards. 此外,在採購新的自助式服務櫃檯時,我們只會選擇符合這些標準的自助式服務櫃檯。

自在旅行,一路相伴

達美航空很榮幸能與身心障礙人士社群合作,在旅客出發前為他們提供協助服務。 值得一提的例子包括我們每個月都會為具有認知障礙或身體障礙的旅客及其家人提供機場導覽行程。 Wings for All events ease travel anxiety for people with disabilities (sharepoint.com)

  • In 2025 several members of our Advisory Board on Disability and Accessible Travel met with executives from Unifi Delta’s largest provider of vendor services for customers with disabilities at the airport, to discuss ways of improving the experience for customers. Areas of focus were transfers from an airport aisle chair to a passenger seat, the importance of providing timely assistance at connecting and arrival stations, and the best methods for providing assistance for customers who are blind/low vision.

We are proud of the design of our  terminal at Los Angeles International Airport (LAX). This terminal presents itself as a bright, relaxing, easy to navigate and intuitive environment.

  • 因為考量到失聰/聽障旅客,我們在航廈各地都安裝新的廣播系統。 Visual paging has also been added to  gate and boarding information screens.  
  • 為了讓所有人都能享有平等的路權,我們特意設計了寬敞的大型坡道(傾斜的人行道)。 我們也提供各種座椅和家具,以滿足個人的需求和偏好,並提供了電源插座。
  • 新航廈提供了貼心的照明設備,指示牌能為旅客指明方向,確保旅客能前往正確的目的地。 我們在設計之中融入了導航方法並提高能見度,超出了一般的無障礙標準。
  • 平等性/行動力: 新航廈設有成人尿布台、服務動物便溺區,以及內建無障礙功能的洗手間,以支援和改善多樣化的旅客需求。 舉例來說,洗手間增加了輪椅的轉彎半徑,以提高機動性。

航機上的無障礙功能

達美航空的機上品牌體驗團隊致力於為所有旅客打造細緻的貼心體驗。 根據美國交通部的法規,航機上必須提供特定的無障礙功能;但達美航空不只達到了最低標準,更創造出超越旅客期望的體驗。 For example, in 2024 Delta modified the map feature on our in-flight entertainment system with a more accessible view for our blind and low vision customers. With direct input from Delta’s Advisory Board on Disability and Accessible Travel, accessible features include high-contrast visuals, a color palette selected for readability, large text and icons, zoom and pan controls and streamlined information. This enhancement builds on our implementation of 100% closed captioning on all Delta-curated inflight entertainment content and focus on increased audio-described content.

座位設計與存放空間

飛機座椅的設計不僅僅要兼顧安全與美觀,更要兼顧包容性。 達美航空邀請公司的諮詢委員會身心障礙小組一同參與飛機座椅的挑選和設計創意過程,致力打造細緻貼心的飛航體驗。 在四月 1992之後交付給達美航空的新航機所具備的無障礙功能包括:

  • 至少一半的走道座位都配備了可移動的通道扶手。
  • 配備100個以上座位的航機,其客艙應設有優先儲物空間。

機上輪椅

達美航空可協助旅客往返飛機座位、鎖住輪子、提供足夠的襯墊、靠背和擱腳板、支撐/約束裝置,但必須與飛機座椅高度相同。 扶手必須足夠堅固,以便旅客自行移動至座位。

所有超過100個乘客座位的達美航機上也都會提供機上輪椅。 這些機上輪椅專門設計用於載送旅客通行航機走道,以及用於往返於飛機上的洗手間。

 所有配備雙通道的達美航機都至少會設有一個供身心障礙旅客使用的無障礙廁所。

 

CTA無障礙相關法規的規定


達美航空須遵守《身心障礙人士無障礙交通條例》(SOR/2019-244)第2部分「適用於承載者的服務要求」的適用部分的約束。 
 

意見資訊


達美航空已與多位身心障礙人士建立了合作夥伴關係,就各種無障礙問題提供意見回饋。 這種合作關係有助於達美航空制定、規劃和執行對身心障礙人士社群至關重要的計畫、實務和流程。 Delta’s Advisory Board on Disability (ABD) regularly partners with Delta’s Manager, Global Accessibility Programs on projects, and in-person and virtual board meetings giving Delta leaders the opportunity to get to know them, interact with them, and better understand the impact we have on them as travelers with disabilities.

達美航空的諮詢委員會身心障礙組每季都會召開一次虛擬會議,並於每年秋季舉行現場會議。 In addition to these prescheduled meetings board members will be on an ad-hoc basis when their input is required on projects or processes that affect their travel experience. See the appendix for more specific information.


諮詢


達美航空與多位身心障礙人士建立了合作夥伴關係,就各種無障礙問題提供意見回饋。 在2023年,達美航空在制定這項計劃時,就曾諮詢過諮詢委員會身心障礙小組成員的意見。

這些成員提供的具體意見已納入本次進度報告的更新內容,以及納入與機場營運和機上體驗相關的特定改善領域。

旅客響應計畫

25年來,達美航空一直在徵求並採納諮詢委員會身心障礙小組對於完整旅客體驗歷程的意見和建議,同時我們也積極尋求且非常歡迎諮詢委員會以外的身心障礙人士提供各種建議。 我們不斷發展要受理和運輸行動輔具的計畫,再次體驗了這種合作關係的價值。 達美航空的諮詢委員會身心障礙小組一直都很積極參與我們員工交流管道的建立、旅客工具的開發,以及為我們找出旅客體驗的潛在落差。 透過採納委員會和我們的營運員工群體的意見,我們隨後制定的政策和流程讓達美航空在行動輔具的處理和運輸方面持續在業界保持領先地位。

長期以來,達美航空也設有流程在收集和管理旅客的投訴。 達美航空處理與身心障礙服務相關的投訴的方法包括會在收到此類投訴後的30天內做出回應。 我們會酌情與適用的領導團隊分享客訴的內容和趨勢,以針對任何潛在的營運問題做出改進。

APPENDIX


Disability Community Touch Points 六月 2024-五月 2025:

Delta maintains a consistent relationship with members of the disabled community primarily through its relationship with its Advisory Board on Disability and Accessible Travel (ABD). The chart below outlines the interaction with the community from June ’24 through June ’25

Description (What)
Objective (Why)
Action (Who)
Completion (When)
Quarterly ABD Meetings (virtual)
Virtual meeting for the Global Accessibility team to provide updates to the ABD members. ABD members also provide updates on the projects they are/have been involved in at Delta.
All ABD Members
Quarterly
Annual ABD Meeting (In-person)
ABD members receive information and updates on initiatives taking place within our organization from divisional leaders. There is also interaction with Delta Executives during an annual dinner.
All ABD Members
October (annually)
旅行體驗
ABD members provided feedback on their travel experience based on their disability and the touch points that provide the most frustration for them to improve the experience. This phase of the project was focused on their interactions in the airport lobby.
 Various
June ‘24
Delta One Lounge – JFK
Member of our ABD reviewed the recently opened Delta One Lounge at JFK.
Board Chair
July 6, ‘24
Feedback on aircraft seat design 
ABD member who is a wheelchair user that requires a transfer from an aisle chair to his aircraft seat provided in-person feedback on transfer process into proposed aircraft seat with unique privacy features”.
Board member
July 9, ‘24
Regional Sales Conference 
1 ABD member met with our Northeast Regional Sales Team to discuss what it’s like to travel by air with their disability (blind).
Board Chair
July 16, ‘24
Emergency  Evacuation Video
Members of our ABD provided our in-flight service team on the proper evacuation of an aircraft for a customer with a disability.
Various
Aug. 19-21, ‘24
IFE Map
Members of our ABD and one co-op employee provided our in-flight entertainment team with feedback on a newly designed map within our IFE system. The feedback was from the perspective of someone who is blind/low vision.
Various
Aug. 27, ‘24
國際航空運輸協會
Member of our ABD was able to participate in-person at an IATA conference in Morocco in partnership with our in-flight service team.
Board Member 
Sep. 29-Oct. 5, ‘24
Internal Employee Conference
Member of the ABD, along with employees from Delta’s Global Accessibility Team, participated in panel discussions with our flight attendant group on traveling with disabilities. Focus was on onboard wheelchair stowage, the importance of individualized safety briefings and communicating with member of the disabled community. 200+ flight attendants we in attendance over 4 sessions.
Various
Oct. 22, ‘24
Sensory Room – DTW
World renown autism expert and ABD memberprovided input and feedback on the design and implementation of the DTW WCAA sensory room Designed in partnership with Delta.
Board Member 
Opened Nov. 8, ‘24
DFP Lavatory Review/Feedback
Select ABD members and local disability community members (all blind/low vision) provided in-person feedback on the new proposed tactile features of an onboard lavatory.
Various
Dec. 11, ‘24
LEAD Conference/AA discussion
ABD members interviewed during the Leadership Conference on traveling with a disability. 20-minute discussion w/Delta’s CPO. 6,000 Delta leaders in attendance over the 2 day event.
Various individuals
Jan. 28, ‘25 (rehearsal) Jan. 29-30
Tactile Lavatory Features
Members of the blind/low vision community (ATL)  participated in a focus group to review tactile features and placement of items within an onboard lavatory
Various community members
Feb. 21, ‘25
Save to Profile SSR’s (Persistent SR)
31 members of an external accessibility digital technology organization worked with Delta’s IT team to provide feedback on being able to save their disability SSR’s to their SkyMiles profile using the Fly Delta App and .com.
Outside vendor (confidential)
Mar. 5, ‘25
Inflight Individualized Script Review
Inflight Services creating awareness videos on the importance of providing individualized safety briefings to customers with disabilities. This first round will focus on customers that are deaf, blind, or have cognitive disabilities
Select Board Members
Mar. 14, ‘25
UNIFI Meeting
SelectABD members met with the executive team from our largest wheelchair vendor to provide information for improvements in customer handling by our vendors.
Select Board Members
Mar. 31, ‘25
IFE Movie Collection
The ABD  was given the opportunity to provide feedback on IFE content with content focused on customers with disabilities.
All ABD Members
May 1, ‘25
Sensory Room Logo
ABD members were given the opportunity to provide feedback on a new sensory room identifier for digital maps
Select Board Members 
May 1, ‘25