Able, Not Willing

Able, But Not Willing

ABLE, BUT NOT WILLING Deltas continued failure to provide adequate

service to travelers with disabilities

Service Employees International Union (SEIU) Local 26

June 2014

LOCAL 26


Table of ContentsSummary and Introduction ...................................................................................................................... 3

Deltas Ongoing Troubles with the D.O.T. ........................................................................................ 5

The Impact of Poverty Wages and No Benefits ............................................................................ 7

Adding Insult to Injury ................................................................................................................................. 9

Deltas Problems at MSP ...........................................................................................................................11

Training ...............................................................................................................................................................12

About the Air Carrier Access Act .........................................................................................................14

Recommendations ......................................................................................................................................15

Airline Contacts for Consumer Complaints .................................................................................16

Notes ....................................................................................................................................................................17

1


In 1986, Congress passed the Air Carrier Access Act (ACAA) to address the unique difficulties now faced by handicapped air travelers and ensure passengers with disabilities were not discriminated against.1 Yet, almost 40 years later, many of the problems still exist that the ACAA was intended to address, and by some accounts things are getting worse.2

Last year, Delta reached a settlement with a Hawaii man who had sued Delta after he claimed Delta failed to provide a wheelchair and other assistance for him, forcing him to crawl across the tarmac, up and down the planes stairs, and down the aisle to and from his seat on his arrival to and departure from Nantucket, Mass.3 Delta initially offered him a $100 voucher for his compensation.

In 2011, just a year before the above incident occurred, Delta paid a $2 million fine, the largest penalty ever assessed an airline by the U.S. Department of Transportation in a nonsafety related case.4 The Transportation Department had found a substantial number of egregious violations of the ACAA by Delta, such as leaving passengers unattended in a wheelchair for more than 30 minutes.

In its review, the Transportation Department noted the number of disability-related complaints had actually increased after the 2003 consent order.5 In 2012, there were about 4,400 disability-related complaints filed against Delta, an almost 50 percent increase from 2004 when there were less than 3,000 complaints filed against Delta and Northwest combinedbefore the merger.6 During this same period, the total number of enplanements for Delta and Northwest decreased 7 percent.

As part of the 2011 consent order, Delta said it would commit substantial sums of money and other resources to the advancement and protection of its customers with disabilities.7 Yet at the Minneapolis-St. Paul International Airport, the workers who assist customers with disabilities are paid minimum wage, $7.25/hour, with no sick days or other paid time off, by the company with which Delta contracts.

Summary and Introduction

When the Air Carrier Access Act was passed in 1986, things were progressively getting better, then it plateaued, and now were getting more complaints again.

Kleo King, senior vice president of Accessibility Services and

Able to Travel for United Spinal Association4

3


Workers report continuing problems of understaffing and a lack of adequate training, which prevent them from providing passengers with disabilities the service to which they are legally entitled. Delta clearly has the financial resources to address the problem. Delta was the most profitable airline in the world last year, with almost $3 billion in profits.8

Executive compensation is one of the areas where Delta has chosen to direct resources, instead of to improving service for passengers with disabilities. Delta CEO Richard Anderson made $14 million last year, while Delta President Ed Bastian got $9 million.9

Until recently, in Deltas own internal audits of the 10 largest Delta airports around the country, Minneapolis-St. Paul was consistently number nine or 10 in the quality of its service to passengers with disabilities, based on the level of disability-related complaints.10 One of the main problems according to Delta was the company Delta contracted would send one wheelchair pusher for three or four people that might need service off the airplane.11

Last fall, Delta hired a new contractor to improve services and announced the contractor would provide a one-for-one push, meaning one attendant for each passenger who requires assistance. However, workers report this is not the case and when there is a shortage of staff, electric cart drivers are being told to perform wheelchair service, which results in a shortage of available carts, affecting other passengers with disabilities.

Additionally, it is clear from both workers and passengers that Delta needs to improve the training it provides workers, both about the specifics of using the equipment and physically assisting passengers, as well as greater awareness of working with passengers with disabilities.

Ive seen that because of understaffing, we often have to prioritize passengers with connecting flights over those who MSP is their final destination. This means that some passengers are getting left for long periods, or waiting in the chairs because they are being transferred. Ive seen passengers who waited for 30 minutes or more to get taken to baggage claim. I think its unfair to disabled passengers.

Wheelchair agent at Minneapolis-St. Paul Airport

4


Deltas Ongoing Troubles with the DOTIn 2011, Delta had to pay a record- breaking fine of $2 million, the largest penalty ever assessed an airline by the U.S. Department of Transportation in a nonsafety related case.12 The Transportation Department found a substantial number of egregious violations by Delta of the federal Air Carrier Access Act (ACAA).

Egregious violations include:

leaving a passenger unattended on a plane for more than 15 minutes after the other passengers have gotten off;

leaving a passenger unattended in a wheelchair in the terminal for more than 30 minutes;

causing passengers to miss flights due to failure to provide requested wheelchair service;

leaving passengers at the wrong gate causing them to miss their flight;

forcing passengers to wait an hour or more for a wheelchair in the terminal; and

other instances where passengers were subjected to significant delay, harm or inconvenience due to inadequate assistance.13

Some of the specific violations by Delta were:

A lot of times we have a problem because we have a shortage of employees, and it makes me crazy. I assist an elderly passenger with the wheelchair and take them off the airplane and have them sit down and tell them someone will be here for you or I will be back in a minute; I have to help the next passenger get off the airplane. And the first passenger will be confused and they say they are supposed to have a wheelchair agent take them to the next gate. I feel sorry for them because theyre nervous and they think they are going to miss their flight. There is nothing I can do because it is a company problem, they have to hire to more employees to take care of the passengers.

Wheelchair agent at Minneapolis-St. Paul Airport

5


Other complaints against Delta reportedly included:

Leaving a blind woman alone in a wheelchair on a moving walkway.

Failing to bring an 81-year-old man to a hotel after cancelling his flight, forcing him to sleep in a wheelchair.

Causing an elderly couple in wheelchairs to miss an international flight because Delta failed to board them.14

In addition, the Transportation Department found Delta failed to provide written responsesas required by the ACAAto many of the complaints it had received regarding service to passengers with disabilities. Delta also failed to provide the Transportation Department with detailed reports regarding the complaints the airline received, which is also required by the ACAA.

In a separate action in 2011, the Transportation Department issued an enforcement order for similar violations against Mesaba Airlines, a wholly owned Delta subsidiary.15 Mesaba stated that more than half of the complaints involved wheelchair services provided at Delta hubs by contractors hired and supervised by Delta.17

2011 was not the first time Delta was fined by the Transportation Department for failing to adequately serve passengers with disabilities. Delta paid a $1.25 million fine in 2003. As part of that consent order, Delta was supposed to improve its quality of service (to travelers with disabilities) and reduce complaints.

The 2011 consent order noted the number of disability-related complaints had actually increased after the 2003 consent order. In 2004, there were less than 3,000 disability-related complaints filed against Delta, Northwest and their subsidiaries. The number of complaints filed in 2012 increased 50 percent to about 4,400. More than half of the complaints involved Deltas failure to provide wheelchair assistance.

As discussed in greater detail below, staffing is one of the clearest ways in which Delta demonstrates the low priority it places on serving passengers with disabilities. At the Minneapolis-St. Paul Airport, workers who assist customers with disabilities are paid minimum wage, $7.25/hour, with no benefits by the company with which Delta contracts. These workers report high turnover and chronic understaffingproblems which prevent them from providing passengers with disabilities the service to which they are legally entitled.

6


The Impact of Poverty Wages and No BenefitsAt the Minneapolis-St. Paul International Airport, where 75 percent of arriving or departing flights are operated by Delta, the airline contracts with a company called Air Serv to provide the wheelchair and electric cart service to passengers. The workers are paid minimum wage$7.25 an hour.

This contradicts the pledge Delta made as part of its 2011 consent order to commit substantial sums of money and other resources to the advancement and protection of its customers with disabilities.17

The low wages and minimal benefits Air Serv pays to wheelchair attendants and cart drivers is particularly disconcerting considering Air Servs parent company, American Building Maintenance (ABM) provides janitorial services at MSP Airport and pays those workers almost double ($14.27) what its subsidiary Air Serv pays wheelchair attendants.

Even working full time at minimum wage, passenger service workers earn just $15,080 a yearwell below the federal poverty line.18

This impacts passenger service in a number of ways:

7

Delta CEO RichardAnderson (if he worked

every waking hour - 16 hours a day, seven days a week)

Janitor at MSP Wheelchair attendant at MSP

$0

$500

$1000

$1500

$2000

$2500

$14.27 $7.25

$2,232

Hourly Wage


Workforce Instability. Low pay results in high turnover, whichcombined with already poor training standardsmeans passengers are often assisted by an inadequately trained and inexperienced workforce.

Inadequate staffing levels. With low wages, it can be difficult for an employer to attract and retain enough reliable workers to do the job right. This means passengers with disabilities have to wait to receive the assistance they are entitled to by law.

New Mobility, a national magazine for wheelchair users published by United Spinal Association, surveyed more than 1,000 of its readers about their air travel experiences. One out of every five respondents reported having had to wait on a plane more than 30 minutes after landing until they were helped off the plane.19 The Transportation Department considers it an egregious violation of the ACAA to leave a passenger on a plane for just half as long15 minutes after the other passengers have deplaned.

Workers Health Poverty wages also result in stressed and tired employees. More than a third of surveyed workers at MSP report having to work two jobs, due to the low pay.20 This takes a severe toll on their bodies through sleep deprivation, stress and more. Workers often have to make the difficult and costly decision of having to provide for their children rather than spending time bonding with them, which can result in more stress.

Air Serv does not provide any paid time off, such as sick days or vacation, to its employees at MSP. Two-thirds of surveyed wheelchair agents and cart drivers at MSP reported having come to work sick because they dont have paid sick days21. Not only do workers not have paid sick days, they also risk getting negative marks against them if they stay home sick, even for just one day.

When wheelchair attendants and cart drivers go to work sick, it poses serious health risks to passengers:

Some passengers may be immunocompromised, meaning their bodies have reduced ability to fight infections, making them more susceptible to catching viruses.22

Seniors are also more susceptible to infectious diseases because immune function declines with age, and they are at higher risk of developing complications from common infections such as influenza.23

Similar to the wage difference, Air Serv provides no paid time off to wheelchair attendants and cart drivers, while its parent company ABM has paid sick days, vacation and holidays for janitors who clean the airport.

8


Adding Insult to InjuryIn April 2014, Delta Air Lines reached a settlement with one of its passengers regarding an incident from 2012, just a year after Delta entered into its second consent order with the Transportation Department for violating the Air Carrier Access Act (ACAA). According to the lawsuit, Baraka Kanaan, who is unable to walk due to severe spinal injuries suffered in a car accident in 2000, was forced to crawl across the tarmac, up and down the stairs of an airplane, down the planes aisle, and out of and into his seat on the plane on two separate trips.24

The lawsuit stated that although he was not required to do so, Kanaan called Delta several weeks before his flight to inform them that he is disabled and would require certain services and equipment because he cannot walk. The lawsuit alleged that when the plane arrived in Nantucket, Mass., where Kanaan was going to a conference, a Delta employee told him they didnt have an aisle chair to bring him from his seat to the airplane door, nor did they have the lift that was needed to take him down the stairs from the plane to the tarmac where he could get his wheelchair.

According to the suit, the only option available to Kanaan was to crawl through the main cabin of the plane, down a narrow flight of stairs, and across the tarmac to his wheelchair, which he did and which caused him physical and emotional suffering. After he was in his own wheelchair and had made it to the airport terminal, Kanaan called Delta to file a complaint and to let Delta know he would be flying out of Nantucket in two days and would need the proper equipment. The Delta representative initially offered Kanaan a $100 voucher and assured him the equipment would be available for his return trip.

However, as the suit alleged, when it came time to board the plane, he was again told that neither an aisle chair or lift were available, but they could provide a piece of cardboard to put down so that his clothes wouldnt get dirty from crawling, which he again had to doacross the tarmac, up the stairs of the plane, down the aisle, and then had hoist himself into his seat.

Just a few months after the incident with Kanaan, Delta Airlines was in the news again for its treatment of another passenger with a disability. Marine Cpl. Christian Brown had lost both legs from an explosive device in Afghanistan. According to article story in The Washington Post, Brown was squeezed into a narrow wheelchair and then clumsily wheeled to the very last row of the plane, bumping into seated passengers along the way. Fellow passengers report that he

I have given everything that I can give and this is the way I am being treated? This is how I will be treated for the rest of my life?

Marine Cpl. Christian Brown, who lost both his legs when he stepped on

an explosive device in Afghanistan, after the way he was treated on a Delta flight.

9


was humiliated to the point of tears. To make matters worse, two first-class passengers offered to switch seats with Brown, but Delta did not allow them to do that.25

Airlines routinely use a device known as an aisle chair to help passengers such as Brown get to their seat on the plane. It is a type of wheelchair designed to fit the narrow aisles of a plane and which has multiple straps to secure a passenger to the chair.

According to the New Mobility national survey, only 9 percent of passengers with disabilities who rely onaisle chairs say the chairs are comfortable, safe and efficient. In contrast,

30 percent said the experience is uncomfortable and unsafe;

10 percent said the chairs are in need of repair.

10


Deltas Problems at MSPOne of the primary goals of the Metropolitan Airports Commission (MAC),which is the governing body of the Minneapolis-St. Paul Airport, is to give travelers the best airport experience in North America.26 There is a lot of work to do for this to be true for travelers with disabilities.

More than half of the wheelchair agents surveyed at MSP say they have had passengers miss flights due to delays in wheelchair service.27

A Delta representative made a shocking admission at a May 19, 2014, MAC meeting, that until recently, in Deltas own internal audits of the 10 largest Delta airports around the country, Minneapolis-St. Paul was consistently number nine or 10 in quality of service. Delta measured this by the number of complaints per SSR (Special Service Request).28 An SSR is a passengers request for assistance with a wheelchair either when transferring, terminating or starting their trip at the airport.

The Delta representative acknowledged the company Delta contracted would send one wheelchair pusher for three or four people that might need service off the airplane. Well, when you do that, you force yourself into grabbing one person off the airplane, taking them to a blue chair, having them wait for a cart, go get the next one, go get the next one.29

Delta said that as part of its effort to improve its service at MSP it now provides a one-for-one push, meaning there is one attendant for each passenger requiring wheelchair assistance. However, workers report this is not the case.

The worst is when you go to a gate and there are several passengers who need wheelchair service, but Im the only one there. Passengers get upset at me if I just take one personthe others feel like they are getting short-changed. Ive heard the gate agents complaining because they can see that we have stopped providing one-on-one service.

Wheelchair attendant at MSP

11


TrainingThe Air Carrier Access Act (ACAA) requires airlines and their contractors provide training, within 60 days of hiring, to the workers who will assist the airlines disabled passengers. The training must include:

the requirements of federal laws regarding air travel by persons with a disability;

proper and safe operation of equipment used with passengers with a disability; and

awareness of and appropriate responses to persons with a disability, including persons with physical, sensory, mental, and emotional disabilities, including how to distinguish among the differing abilities of individuals with a disability

Given the number of complaints from senior and disabled passengers, it appears training programs being used by airlines are in need of improvement and could especially benefit in both planning and conducting of trainings from greater involvement of people with a disability.

Some disabled passengers are lifted by airport workers directly into and out of their seat on the plane. According to the New Mobility survey, of those passengers who are carried by workers:

47 percent said workers are eager but uninformed;

21 percent said workers are poorly trained and clueless.31

Passenger service workers at MSP have seen many of these problems firsthand. Workers who drive the electric carts for Air Serv have addressed the Metropolitan Airports Commission (MAC) about having to provide aisle chair service without having received the proper training.

One wheelchair attendant said, Many of the new workers are getting their training from other workers on the job and it takes them a lot longer when doing aisle chair service. Improper training can lead to injuries for both the passenger and worker.

There are several new developments that Delta and MAC can draw from in improving training for workers at MSP.

In the past, airlines sought out training from disability groups, but now they do everything in-house. But are they really doing the training, and are they following up when incidents occur?32

Kleo King, senior vice president of Accessibility Services and

Able to Travel for United Spinal Association

12


The Transportation Security Administration (TSA) recently decided it wanted to better train all its employees about how to interact with people with disabilities going through security. The TSA consulted several nonprofit organizations around the country, and now contracts with United Spinal Association which trains TSA agents. 32

Last year, San Francisco International Airport (SFO) announced the launch of a disability awareness training program for airport, airline and security employees. The training program was developed in partnership with two San Francisco organizations that represent people with disabilities.33 The program was designed with a focus on sensitivity and respect for disabled travelers

Although there were already several different disability trainings at SFO, the airport decided to take a comprehensive approach by looking at the passengers entire airport experience from curbside, to security checkpoints, to gate. The airport modified existing policies to make disability awareness training mandatory for employees of all airlines and airline service providers.

One area where workers should be better trained is in the transportation of passengers electric-powered wheelchairs which are stored under the plane with luggage and cargo. It is common for passengers with disabilities to arrive at their destination and find their wheelchair has been damaged.

Nationally, of passengers who travel with their own wheelchair, less than 40 percent report that when they arrive at their final destination, their chair is waiting for them and in operable condition.34 Workers need to be aware that not only are many of these wheelchairs custom-made and very expensive, but also any damage to the chair can severely limit the passengers mobility.

John Martin, San Francisco International Airport Director

Delivering great customer service requires teamwork. By involving all customer-facing employees at SFO, we are demonstrating our commitment to provide the airport experience our disability community expects and deserves.36

John Martin, San Francisco International Airport Director

13


About the Air Carrier Access ActIn 1986, Congress passed the Air Carrier Access Act (ACAA) to prohibit discrimination by airlines against people with disabilities and to require airlines to accommodate the needs of passengers with disabilities.35 However, it was not implemented until 1990 when the Department of Transportation issued regulations clearly defining the rights of passengers with disabilities and obligations of airlines.36

Under ACAA, airlines may not: Refuse transportation to passengers on the basis of disability.

Require advance notice that a passenger who will be traveling has a disability.

Limit the number of disabled passengers on a flight.

Require a person with a disability to travel with an attendant, except in limited specific circumstances.

Count assistive devices against any limit on the number of carry-on baggage.

Charge for providing accommodations required by the law.

Under ACAA, airlines must: Provide assistance with boarding, deplaning and making connections.

Have movable aisle armrests on at least half the aisle seats on airplanes with 30 or more seats.

Have accessible bathrooms on wide-body planes.

Give priority for storage in the baggage compartment to wheelchairs and other assistive devices.

The ACAA also requires airlines provide training on the ACAA and disability awareness to all employees who interact with passengers and airlines must designate a complaints resolution official to respond to complaints from passengers.

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RecommendationsFor the Metropolitan Airports Commission (MAC) The MAC should make Minneapolis-St.Paul International Airport (MSP) the best airport

experience in North America for passengers with disabilities. One of the MACs primary goals is to give travelers the best airport experience in North America. This has not been reflected in the treatment of passengers with disabilities. In Deltas own internal audits of the 10 largest Delta airports around the country, Minneapolis-St. Paul was consistently number nine or 10 in terms of complaints.

The MAC should work with airlines, contractors, and local disability groups to develop a better disability-awareness training program. The MAC could make this training mandatory for employees of all airlines and airline service providers, as the San Francisco International Airport has done. This will help toward making MSP the best airport experience in North America for passengers with disabilities.

The MAC should enact policies to ensure workers at the airport are paid a living wage, with affordable health insurance and other benefits. It is unrealistic for the MAC to think it can provide customers with the best airport experience in North America when the workers who are crucial to shaping that experience are paid poverty wages and treated without respect or dignity.

For Delta Delta should require adequate staffing levels. When passengers miss flights due to a

shortage of wheelchair attendants or cart drivers, those passengers are being discriminated against on the basis of their disability and are not receiving the equal access to which they are legally entitled.

Delta should ensure the contractors it hires pay their employees a living wage. Low pay results in high turnover, which means a less experienced workforce.

Delta should mandate contractors that provide passenger services provide sick days to their employees. Wheelchair attendants and cart drivers work in close proximity to passengers. When they come to work sick, it poses a serious health risk to senior and disabled passengers.

Delta should take the necessary steps to ensure electric powered wheelchairs that are stored with luggage arrive in an operable condition. It is common for passengers with disabilities to arrive at their destination and find their wheelchair has been damaged. This is a problem not only because many wheelchairs are custom-made and very expensive, but also because the damage to the chair can severely limit the travelers mobility.

15


Airline Contacts for Consumer ComplaintsAIRTRAN and SOUTHWEST Jim Ruppel Vice President, Customer Relations P.O. Box 36647 Dallas, TX 75235-1647 (214) 932-0333 [email protected] www.southwest.com

ALASKA AIRLINES Raymond Prentice Director, Customer Advocacy P.O. Box 68900 Seattle, WA 98168 (800) 654-5669 www.alaskaair.com

AMERICAN, AMERICAN EAGLE, and US AIR Sean Bentel Director, Customer Relations P.O. Box 619612 M/D 2400 DFW Airport, TX 75261-9612 (817) 786-3778 [email protected] www.aa.com/customerrelations

DELTA AIR LINES Jason Hausner Director, Customer Care P.O. Box 20980 Atlanta, GA 30320-2980 (404) 715-9985 [email protected] www.delta.com

FRONTIER AIRLINES Lori Junker Senior Manager, Customer Relations 7001 Tower Road Denver, CO 80249-7312 (720) 374-4638 www.flyfrontier.com

JETBLUE AIRWAYS Justin Thompson Director, Customer Support P.O. Box 17435 Salt Lake City, UT 84117 (801) 449-2401 www.jetblue.com

SPIRIT AIRLINES Heather Harvey Manager, Customer Relations 2800 Executive Way Miramar, FL 33025 (954) 628-4957 [email protected] http://www.spiritair.com

SUN COUNTRY AIRLINES Kim Reagan Manager, Customer Services 1300 Mendota Heights Rd Mendota Heights, MN 55120 (651) 681-3900 [email protected]

UNITED AIRLINES Anne Seeley Managing Director Customer Care PO Box 4607 NHCCR Houston, TX 77210-4607 (877) 624-2660 [email protected] www.united.com/feedback

US AIRWAYS Ken Fischer Director, Customer Relations 4000 E. Sky Harbor Boulevard Phoenix, AZ 85034 (800) 428-4322 [email protected] www.usairways.com

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Notes (Endnotes)1 Reneging on History? Playing the Court/Congress/President Civil Rights Game, William N. Eskridge Jr., in The Least

Dangerous Branch: Separation of Powers and Court-packing, ed. Kermit Hall, Taylor and Francis, 20002 Taming Our Fear of Flying, Josie Byzek, New Mobility, April 1, 20143 Disabled Man Settles Lawsuit With Delta After Complaint That He Was Forced To Crawl On & Off Flights, Associated Press, Sam Eifling, April 22, 20144 Delta Fined for Violating Rules Protecting Air Travelers with Disabilities, US Department of Transportation press release, February 17, 20115 United State of America, Department of Transportation, February 17, 2011, Order 2011-2-106 Annual Reports on Disability-Related Air Travel Complaints by the U.S. Department of Transportation. includes Delta and Northwest subsidiaries covering 2004 and 2012 7 Delta Air Lines, Inc. Consent Order, Transportation Department OST-2011-0003, February 17, 2011, Order 2011-2-108 Small airlines fly high in profits; Spirit, Allegiant pace U.S. carriers, Airline Weekly, Steve Tarter, April 14, 20149 Delta Air Lines boosts CEOs pay package by 42%, USA Today, Associated Press, May 1, 201310 Ben Humphrey, Delta General Manager, addressing the Metropolitan Airports Commission (MAC), May 19, 201411 May 19 Humphrey address to MAC12 US Transportation Department February 17, 2011 press release13 United State of America, Department of Transportation, February 17, 2011, Order 2011-2-1014 Delta fined a record $2M, Star Tribune, February 17, 2011, Lora Pabst and Paul Walsh15 United State of America, Department of Transportation,, January 7, 2011, Order 2011-1-416 Ibid17 US Transportation Department Delta Consent Order, February 17, 201118 2012 Poverty Guidelines for the 48 Contiguous States and the District of Columbia 19 Byzek, Taming Our Fear of Flying, 20 2013 Survey of Passenger Service Workers at MSP, a survey of over 100 wheelchair attendants and cart drivers at the Minneapolis-St. Paul International Airport, conducted by SEIU Local 2621 2013 Survey of Passenger Service Workers at MSP22 Infectious Diseases: Infections in Immunocompromised Patients. St Jude Childrens Hospital. http://www.stjude.org/stjude/v/index.jsp?vgnextoid=588d061585f70110VgnVCM1000001e0215acRCRD23 Mayo Clinic, http://www.mayoclinic.org/diseases- conditions/flu/basics/definition/con-20035101 and http://www.mayoclinic.org/diseases-conditions/flu/basics/complications/con-2003510124 D. Baraka Kanaan v. Delta Air Lines, Case 1:13-cv-00365-SOM-KSC, filed July 23, 201325 Marine double-amputees treatment on Delta flight angers other vets, Washington Post, Annie Groer, December 13, 201226 The Metropolitan Airports Commission 2014-2017 Strategic Plan27 2013 Survey of Passenger Services Worker at MSP28 May 19 Humphrey address to MAC29 Ibid31 Byzek, Taming Our Fear of Flying, 32 Ibid33 SFO Launches Disability Awareness Training, 30 Ibid 34 Byzek, Taming Our Fear of Flying,35 49 U.S.C. 4170536 Title 14 CFR, Part 382

Service Employees International Union (SEIU) Local 26 706 North 1st Street, Suite 110, Minneapolis, MN 55401 (855) 265-6225 [email protected]

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LOCAL 26

Service Employees International Union (SEIU) Local 26 706 North 1st Street, Suite 110, Minneapolis, MN 55401

19240.ml6.11.14

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Able, Not Willing