Version 16
White Paper
Airline Damage of Passengers’ Personal Wheelchairs:
Assessment and Recommendations
David S. Martin - Disability Program Manager
With the Advisory Board on Disability
1
Version 16
Executive Summary
People with disabilities represent an emerging market that is anticipated to escalate in the next decade
to as much as 26% of the total world population. Domestically, by 2020, it is estimated that the
disability community will increase to about 88 million people while internationally, the population
already represents over 1 billion people.i With people aging into disability, a strategy for reaching out to
these consumers is not only wise, it is essential to future growth. These people are not satisfied to
spend their golden years sitting in a rocking chair watching the sun set. They grew up flying and they
will continue to fly after retirement into their eighties and nineties. We cannot serve them tomorrow
with today’s resources or strategies.
Recent articles in USA Todayii raised questions about the airline industry’s inattention to the proper
stowage and retrieval of passenger wheelchairs without damage. In recent years, the number of
individuals with disabilities traveling with wheelchairs has increased dramatically. In 2012, over 500,000
people used SSR (special service request) codes, specific to wheelchair assistance. Passengers using
codes such as, WHCS and WCHCiii traveling on Delta represent approximately $32 million in revenue. At
the same time, Delta damaged approximately 800 pieces of durable medical equipment which resulted
in a pay out of approximately $1.2 million. With a shifting population and aging customer base,
reducing the cash expenses related to wheelchair damage can improve both the bottom line and the
brand image of Delta with passengers who are wheelchair users. This White Paper seeks to identify the
scope of the problem, key root causes that will reduce complaints, stop the hemorrhaging of revenue
due to durable medical equipment damages and endear the largest minority group in the country by
becoming their carrier of choice. Without a strategic plan that addresses damage and rising costs, we
will continue to see negative media attention that erodes the Delta brand.
The ultimate goal is for Delta to become the air carrier of choice for all passengers-including those with
disabilities. This White Paper is a start in that direction.
Richard Anderson, Delta CEO, has also shed light on where Delta needs to focus relative to passengers
with disabilities. He indicated that passengers with disabilities need to be treated like any other high
valued customer. Based on discussions with the disability community, what they really want is the same
experience everyone else experiences. Arriving at a destination safely without worrying over the
condition of their wheelchair enables them to have this experience.
This document outlines several critical problems and potential solutions to address them. To move this
process forward, it will be critical to receive support from Delta senior leaders.
2
Version 16
Introduction
Few things will negatively impact a company’s bottom line more than being perceived as insensitive to
the customers who depend on them the most. In 2012, passengers with disabilities represented over
2.1 million passengersiv. Combined with the number of people traveling with the passenger with a
disability, this number escalates to 4.2 million. Individuals with disabilities, representing about 20%
(56.7 million) of the population, are expected to grow in the next decade to as much as 26% (88 million)
in the US.v They expect full and equal participation in economic, social and cultural life, which includes
getting to these opportunities by air travel.
It was not until the late 1980s that Passengers with Disabilities acquired protections of these rights
under the Air Carrier Access Actvi and the Americans with Disabilities Actvii.
Since that time, Delta has experienced fines for non-complianceviii that accounted for over $3 millionix.
However, in addition to these fines, additional revenue is lost (approximately $1.3 million) that is spent
on the repair or replacement of wheelchairs and other assistive devices for damages that we believe can
be prevented, or at the least, substantially reduced.
The problem is multi-dimensional. Many problems related to wheelchair damage are systemic. One can
point to aircraft design as with the MD-88 and MD-90x or with the Canadair Regional Jetsxi. The limited
and non-specific training around wheelchairs and other complicated medical devices is also identified as
a problem. The attempts to conduct previous training opportunities yielded short-term results in tested
markets, but without a comprehensive, continuous training and evaluation program that includes both
wheelchair users and technicians who work on wheelchairs, we are guessing at how to handle many
specialized assistive devices and to understand the conditions under which they are being damaged.xii
Ramp handling for stowage and retrieval of passenger’s personal wheelchairs have the potential of
being identified for some of the problems, but no observation system exists to identify and develop
effective procedures. It is also assumed that with wheelchairs being so unique in their construction,
equipment is being picked up in places where it is vulnerable to damage (eg. joysticks, cowlings, etc.)
There is a lack of attention being paid to documentation in passenger name records (PNRs), identifying
existing damage, and requesting and following passenger instructions about passenger assistive devices.
In researching and preparing this paper, it was also discovered that a comprehensive review of the data
is needed with special attention on accounting practices that make the problem look smaller than it
actually is. Data will need to be pulled from multiple finance programs. Some stations are charging
3
Version 16
damage and replacement to local budgets, which may not be taking advantage of corporate agreements
intended to protect Delta from compliance issues, reduce complaints and exposure to fraud and noncompliance. Paying out of station budgets may not take advantage of insurance programs that are in
place to limit Delta’s financial output. Additionally, these practices may mask the full extent of the
problem in terms of cost. Scootaround using the economy of scale (i.e., large volume) acts as a third
party vendor resource that Delta uses when damage occurs, engaging local vendors in the actual repair
work while saving Delta on parts and labor cost.xiii Properly administering the Scootaround contract to
ensure we are directing as much of our repair and total replacement referrals through them is to Delta’s
advantage.
Data from Scootaround indicates that Delta spent $1.13 Million in total claims (figures reflect charges
from September 2012 to September 2013) associated with the repair/replacement of power
wheelchairs, manual wheelchairs, scooters, rollators (walkers with wheels), and other equipment. The
average claim for damage is an astounding $1,465.00 in 2013.
4
Version 16
Delta Airlines Claims Value Trending & Analysis
Costs of wheelchair repair and replacement have significantly increased at Delta over the years. In 2012,
Delta spent $1,047,646 on replacing wheelchairs and repairing damages as reported from ACS Baggage
Services claim data. Through October 2013, Delta has spent $815,382. With the close of 2013, Delta will
spend approximately $2 million in wheelchair damage costs in these two years, based on customer
claims processed by ACS Baggage Services Customer Care. In addition to the latter claims, stations could
also use local vendors for wheelchair repairs versus using Delta’s preferred national vendor
(Scootaround) which is paid via Baggage Services Customer Care. In such cases, those claims are not
captured via the same process but are paid directly to the vendor by the station; thus, such costs are not
captured centrally at Delta and there is no visibility to station-level spending on damage repairs. Invoices
requested from our preferred national vendor and other vendors utilized by certain stations total $2.4
million for the same period.
Table X1: Top 10 stationsxiv - Assistive Device Damage (2012-2013) (actual & projected)
Data Source: Scootaround and Scooters and More.
$180,000
$160,000
$140,000
Damage 2012
$120,000
Damage
2013(10
months)
Projected 2013
$100,000
$80,000
$60,000
$40,000
$20,000
$0
ATL JFK DTW LGA LAX FLL LAS BOS MSP SEA
The damage costs represented in this graph do not suggest that these stations have caused the damage
of wheelchairs. Damage may be occurring at the originating station or at a connecting point in the travel
experience. As would be predicted, ATL sees the most damage. Damage costs for ATL are performed
5
Version 16
by a small organization in North Georgia called Scooters and More, while Delta’s national vendor is
Scootaround.
In identifying how money is being spent on damage repair and replacement, it was discovered that
three major stationsxv also use local vendors, billing their charges directly to the station. Though we
recognize that the airports have the option to use other vendors, there is no visibility with the
accounting of this problem as the costs would be charged against the station’s expense.
Table X2: Repair, Replacement & Associated Charges for Damaged Personal Assistive Devices
Data Source: Scootaround
Service Breakdown
Service Value 2012
Service Value 2013
Service Value Total
% Change
Replacement
$452,372
$390,105
$842,476
-2.7%
Parts
$266,790
$301,216
$586,006
1.53%
Case Management
Fees
$139,368
$151,283
$290,650
0.53%
Labor
$82,401
$97,479
$179,880
0.67%
Other Costs*
$49,731
$50,926
$103,099
-0.06%
Service Call
$52,173
$39,282
$94,520
-0.71%
Delivery & Pick up
$14,122
$30,800
$44,923
0.74%
Total
$1,112,195.00
$1,132,312
$2,244,506
0.90%
Table X3: Damage by Count – 2012-2013
Data Source: Scootaround
Claims Count Breakdown
2012 Claims
478
2013 Claims
511
Total**
989
% Change
2.18%
Wheelchair
177
150
327
-1.78%
Scooter
Rollator (walker)
93
45
107
65
200
110
0.92%
1.32%
Power Wheelchair
Other Equipment***
150
13
177
12
327
25
1.78%
-0.07%
234
221
455
-0.86%
Wheelchair
Scooter
78
32
83
21
161
53
0.33%
-0.73%
Rollator (walker)
Power Wheelchair
91
18
95
10
186
28
0.26%
-0.53%
Other Equipment***
15
12
27
-0.20%
29
41
70
0.79%
11
25
36
0.92%
Damage
Replacement
Lost/Delayed
Wheelchair
6
Version 16
Scooter
7
6
13
-0.07%
Rollator (walker)
Power Wheelchair
5
3
6
4
11
7
0.07%
0.07%
Other Equipment***
3
0
3
-0.20%
741
773
1514
2.21%
Total
Table X4: Cost Associated with Damage by Device Type – 2012-2013
Data Source: Scootaround
Claim Value
Breakdown
Damage
Wheelchair
Scooter
Rollator
(walker)
Power
Wheelchair
Other
Equipment***
Replacement
Wheelchair
Scooter
Rollator
(walker)
Power
Wheelchair
Other
Equipment***
Lost/Delayed
Wheelchair
Scooter
Rollator
(walker)
Power
Wheelchair
Other
Equipment***
TOTAL
*
Service Value
2012
$496,807
$162,838
$70,945
$12,658
Service Value
2013
$573,825
$101,694
$84,531
$17,015
Service Value
Total
$1,070,632
$264,532
$155,476
$29,673
% Change
$232,166
$356,912
$589,078
6.0%
$18,201
$13,672
$31,873
0.0%
$596,336
$169,838
$68,292
$39,247
$541,017
$203,561
$86,665
$39,705
$1,137,353
$373,142
$154,958
$78,953
-2.0%
2.0%
1.0%
0.0%
$301,721
$197,301
$481,023
-5.0%
$17,494
$31,783
$49,277
1.0%
$19,051
$3.188
$8,368
$693
$17,470
$8,699
$4,340
$1,570
$36,522
$11.887
$12,708
$2,262
0.0%
0.0%
0.0%
0.0%
$4,049
$2,862
$6,911
0.0%
$2,753
$-
$2,753
0.0%
$1,112,195
$1,132.312
$2,244,506
1.0%
3.0%
-3.0%
1.0%
0.0%
Other Costs include: freight & courier service, set up fees, assessment, mileage/toll charges.
7
Version 16
**
Total Amount represents calculations over 20 months. Numbers for 2013 represent charges and
services provided from January to August 2013.
***
Other Equipment includes patient lifts, walking aids, commode chairs, Segways, Knee Walkers,
Medical Strollers, CPAP/BiPAP.
Anatomy of the Problem
Aircraft Types
Root Cause
Analysis
Complex
Equipment
Accountability
Training
Documentation,
Defined
Procedures
Damage by Aircraft Type
8
Educated
Consumers
Version 16
For the most part we only have anecdotal evidence concerning the aircraft types that pose the greatest
challenges. Since there is no limitation on where or how a passenger can book a flight, the MD-88 and
MD-90 aircraft present issues related to the cargo compartment size, especially when transporting large
power wheelchairs. In many instances, these chairs cannot be reduced in size enough to be stowed in
the preferred upright position. Therefore, they must be turned on their side to get the chair into the
aircraft bin. Our ramp agents get creative in stowing the equipment into the aircraft but with shifting of
the equipment in flight and in attention to passenger instructions, we are still seeing damage at higher
rates of damage. Typical damage reported includes damage to joysticks, frames and casters. The
damage to a joystick can range from $1500.00 to $3000.00 to repair. Another issue is found on Canadair
Regional Jets where the engine cowling reduces the ability to load chairs that are not significantly
reduced in size. In some instances, ramp personnel have taken chairs apart without instructions, which
could potentially present complex problems for the downline station. There is no visibility for the
customer about what aircraft equipment presents challenges, resulting in schedule adjustments (for the
customer) and exposure to damage. A strategy is needed to address the stowage of wheelchairs on
aircraft Delta knows have bin storage limitations.
Table X5: Personal Equipment Damage by Aircraft Type – June to November 2013
Data Source: Aviation Safety Data
Aircraft Type
Number of Reported
Wheelchair Damages
(June-November 2013)
Total Number of
Aircraft in Fleet
Estimated Cost to Delta
Unavailable
B737
B747
B757
B767
A319
A320
A330
CRJ
DC9
ERJ
MD-88
MD-90
16
31
2
65
18
19
12
10
14
1
6
85
25
Unavailable
84
16
170
79
57
80
32
443
16
33
117
65
$16,705.10
$16,558.04
$460.95
$37,057.96
$6338.13
$11,004.35
$8,299.81
$3,469.94
$3,659.69
$2,215.95
$8,668.43
$64,474.41
$18,909.66
Total
304
1192
$197,822.42
Complex Equipment
Within the last decade, we have seen an increase in the typesxvi and complexity of wheelchairs which
has made them as distinctive as their owners. Due to the hundreds of configurations of wheelchairs,
training to all these specifications becomes burdensome and difficult to effectively train Delta personnel
to proficiency. This is why it is imperative that Delta agents need to listen to the expressed or written
9
Version 16
instructions of a person with a disability and follow these instruction implicitly. Delta can engage the
passenger’s attendant or family member to assist in the transfer from the jetway to the ground in order
for the device to be stowed in the aircraft. Simply picking up a chair, scooter or assistive device in the
wrong place could result in hundreds of dollars of damage. The cost of complex medical equipment
is expected to continue to rise as the equipment becomes more personalized and refined . Delta
has to listen to the experts or pay the price for the repairs.
Training
There are so many individuals who potentially address a passenger with a disability. Each customer
facing person must have training as listed in 14 CFR Part 382.141. Since 2005, we have systematically
replaced face- to- face training for almost all disability related training, including Complaint Resolution
Official, Initial and annual recurrent products. Some of the training that needs to be done requires
hands on knowledge and experience in order to ensure that Delta is able to keep our commitment to
return passengers’ wheelchairs and assistive devices in the same condition as presented for travel. The
author has not been able to verify if there is any training, policies or procedures for below wing
personnel that prepares them for handling this equipment. It is also necessary for an understanding of
the impact that improperly handling wheelchairs has on Delta customers, our reputation and our
balance sheet. The vendors who work on these chairs are effective partners to provide experiential
training and guidance in best practices, what to look for and the appropriate questions to ask the
passenger when stowing their mobility devices.
Educated Consumers
Traveling on Delta should not require customers to have insider information or complex knowledge of
internal process. Delta conducts outreach programs in the system to provide this internal view of Delta
process; however, all information on the website should provide step by step instructions, a way for the
customer to select options for service and assurance that the information is documented appropriately
in the PNR. Passengers should be encouraged to download current pictures of their wheelchairs into a
document that can be attached to the wheelchair and provide instruction to ramp personnel. The
current regulation allows passengers to provide this and failure to follow these instructions would
constitute a violation of the Air Carrier Access Act. Our consumers are learning about these processes
through regulation, other carriers and personal experiences. If our processes continue to be opaque, we
will not only continue damaging wheelchairs, we will be visible to the DOT as they focus their attention
on wheelchair damage in 2014.
Documentation, Defined Procedures
The documentation provided in PNRs is intended to follow the passenger and alert the system of what is
coming to them. Damage has to be documented and the passenger made aware of the issues as soon as
they are visible. Allowing a passenger to find out about damage when they arrive at a destination
doesn’t provide the respect these customers deserve or reflect our control over the environment. In a
case study used in the development of this paper, the author saw the impact of what happens across
10
Version 16
business units (Reservations to Airport Customer Service Above and Below Wing) when the customer
provides us with extensive information but it is not properly documented. In this instance, the
passenger called a friend who happened to be a Senior Vice President to intervene. The passenger,
through many interactions, was left to believe that this was the way to get resolution at Delta.
Procedures must be clear and easy to follow. There do not appear to be any below wing procedures for
handling wheelchairs, so receiving a complex wheelchair 35 minutes before departure is like receiving a
1000 piece puzzle with no picture on the box. Since wheelchairs are boarded last, the ramp agents have
about 3-5 minutes to properly stow a 200-350 pound complex wheelchair and ensure that it is not
damaged.
Accountability
The case referenced above is a perfect example of the fact that there is no visibility to what is happening
on the ramp once the passenger releases their chair to Delta. Given the volume of baggage and other
items, such as assistive devices, we are expected to stow, it is understandable that some damage will
occur. However, when there is evidence that a chair is not properly stowed, there has to be some level
of accountability. The author believes that some agents handle wheelchairs like bags because they
never come in contact with the customer. When Delta transports a pet in the cargo compartment,
agents communicate that the pet is safely onboard and ready to fly. When the cargo is even more
important than a pet (a person’s mobility and independence) the practice of notifying the customer
about the condition of the wheelchair would make the ramp procedures a little more visible. Beyond
this simple process, it is critical for the Ramp to have policies and procedures that support the other
efforts within ACS to take care of passengers with disabilities.
Root Cause Analysis
Each damage incident should be viewed as a measurable event that has a cause and effect variable. Our
current procedure is reactive. Though we are getting good feedback from customers about the way our
vendors repair or replace wheelchairs damaged on Delta aircraft, it is expensive and disappoints Delta
customers about their air travel experiences. By approaching this programmatically, we can prevent
damage, which in turn reduces complaints, negative exposure through the media or DOT and protects
the hard work done to make Delta the carrier of choice for all our customers.
Top Damaged Parts and replacement costs
The average cost for repairing the following parts provides a good example of what we are experiencing
with the damaged equipment:
11
Version 16
Joystick - $1,500.00 - $3,000.00 for joystick
Bent Frame - $650.00-$2700.00 for repair up to replacement
Replacement for casters and wheels - $36.00 – 170.00 per wheel
Seat Cushions - $400.00 - $800.00 (not including seating specialist charges)
Seat Back - $200.00 - $500.00
Total Replacement - $2,600 - $70,000.00 - Manual to Complex Power Wheelchair
Wheelchair Battery - $60.00 - $300.00 per battery
Impact on Delta’s Brand Image
As our society ages into disability, more customers with disabilities will be traveling on Delta aircraft.
Our ability to provide a safe, accessible and uneventful flight experience will impact Delta’s brand. By
not having a robust strategy for handling, protecting and returning passenger wheelchairs in the same
condition as they are presented for travel, we will be exposed to media scrutiny that could likely result
in the disability community perceiving Delta as insensitive, incompetent and ineffective. This is
illustrated in recent reports about the two cases where passengers claimed that they were “forced to
crawl off Delta Aircraft”xvii. In our world of instant messaging and paparazzi media-style reporting,
negative messages can leave lasting scars on Delta’s brand image with the disability community.
There are some other impacts on Delta’s brand Image:
12
Version 16
1. Financial - Passengers with disabilities are the largest minority group in the world and the most
underrepresented. According to Open Doors studies,xviii passengers with disabilities represent
discretionary spending of over $200 Billion in the United States. They are currently spending
over $3.4 Billion on airline tickets and other ancillary fees. Delta’s portion of this is roughly $1.2
Billionxix. Unfortunately, this is offset by damaged wheelchairs, resulting in passengers being
paid to fly at Delta’s expense, given the cost of repair (in many cases replacement) and providing
additional compensation to restore their confidence.xx
2. “Delivered as promised” must be our approach to meet certain expectations and
standards. Wheelchair users are also very familiar with their protected rights under the Air
Carrier Access Act and the Americans with Disabilities Act. If Federal agencies perceive a pattern
of abuse, it could result in an investigation of Delta’s program, which has on two occasions
resulted in millions of dollars in fines. Media often sensationalizes and revisits these results to
boost readership.
3. Social responsibility is an increasingly important aspect of brand development. Striving to
ensure compliance with disability laws (domestically and internationally), demonstrating
corporate responsibility and operating within the letter and the spirit of the law all contribute to
this responsibility. Failure to deliver safe and accessible services, or exposure to undesirable
business practices, can impact Delta’s market success and reputation that could take years to
repair.
4. Negative brand equity occurs when a company’s brand actually has a negative impact on its
business – meaning that the company would be better off with no name at all. When Delta is
associated with providing service that gives no understanding of our obligation to compliance or
any sensitivity to properly assisting those who need us the most, our name can raise immediate
negative reactions within organizations. One of Delta’s Advisory Board on Disability members is
also on the board of a nationally known disability organization. When Delta’s name came up
related to a negative news event, it opened the floor for everyone to share their “horror
stories.” A strategic approach to negative brand equity, and other image perceptions, could
result in a positive image.
5. Inconsistent branding makes it harder for people to verify the authenticity of Delta
communications. Delta has developed outreach programs to educate employees and
individuals from the disability community on what to expect when they travel by air. We have
developed a proactive Advisory Board that produces an annual disability action plan for Delta to
know what the disability community expects. We have structured our policies and procedures
around the regulations that protect the rights of people with disabilities and invested millions of
dollars in upgraded equipment and third party suppliers. When we damage wheelchairs at
noticeable rates, the positive story is overshadowed or, in some instances, negated.
6.
Loss of Trust Spreads by Word of Mouth. If repeated damage occurs, passengers with
disabilities may choose to book away from Delta to other carriers. Additionally they will tell
friends and family members about their negative experience. When accounting for the families
of people with disabilities, the amount of potential revenue impact is further exacerbated.
13
Version 16
Impact on Passengers with Disabilities
The handling of assistive devices and wheelchairs is not like handling baggage, though some of the
damage indicates that our agents do not make the distinction. The impact of the damage goes beyond
the physical damage to the chair. We asked Delta’s Advisory Board on Disability to share the impact
that damage to their wheelchairs has had on them personally:
Loss of Independence and Mobility
“My wheelchair is not another piece of luggage. My wheelchair is expensive to
replace and becomes my legs in terms of mobility. If the chair suffers minor or modest
damage, I may be able to hobble along but if its major damage, I am immobilized.” (Michael
Harris, Executive Director, Michigan PVA, Detroit, Michigan)
Subjects passengers with a disability to injury
“If Delta damages my wheelchair requiring me to use a temporary replacement instead
of my prescribed wheelchair that fits me ergonomically; it’s like asking me to use over-thecounter reading glasses, when I have a significant stigmatism…it just doesn’t work.” (Dr.
Glen White, Professor and Director of the Research / Training Center on Independent Living at the
University of Kansas. Lawrence, KS)
14
Version 16
Lost trust/respect for Delta
“I travel with a shower chair or bench and a significant amount of medical equipment.
Damaging or losing this gear could pose a health threat. Because of historical negative
experiences, I travel with 36 hours of medical supplies and prescription drugs in the cabin of
the airplane. At least this way, I have my emergency kit. I have had numerous experiences in
which my wheelchair was left behind, damaged or otherwise made inoperable. Likewise, my
equally important shower chair or bench have been lost and/or made inoperable. Both of
these events have a long lasting stain of negative memories that go with them.” (Dr. JR
Harding, Florida Agency for Persons with Disabilities – External Affairs. Tallahassee, FL)
Increased stress, fear of flying that impacts their ability to work, enjoy vacation and rest.
“Traveling with a disability often includes additional anxiety when compared to the
general population. These anxieties can stem from systemic challenges to bladder, bowel,
skin integrity or other bodily functions / integrity that most people take for granted.” (Pat
Maher, Executive Director, nABLEMENT. Chicago, IL)
Anger and frustration because of delay in getting chair repaired, replace or lost.
At the 2013 Abilities Expo in Atlanta, Delta was testing a Task Analysis Assessment
Tool (called DTAAT- Delta Task Analysis Assessment Tool) through a comprehensive survey of
the travel experiences of passengers with disabilities. One interviewee asked, “Do you know
what the disability community thinks about Delta? Delta breaks wheelchairs.”xxi
(Lisa GetSocial, Author of the Article, “Fly the Friendly Skies”. Atlanta, GA September 2013)
15
Version 16
Possible Solutions at 37,000 feet
Since this is a systemic problem, it will require a solution at a broader level. The author observes the
breakdown of the solution having several parts:
1. Continuous, hands-on training related to wheelchairs and other assistive devices from experts
who can provide us with demonstrable effects of the training.
2. Proper equipment for stowage and retrieval of wheelchairs from aircraft.
3. Proper documentation and communication between above & below wing agents with
wheelchair user.
4. Proper protection for wheelchairs to reduce damage and easier stowage by using a protective
barrier that reduces the damage in-flight.
5. Partnering with the passengers who are the experts on their wheelchairs by educating
employees, vendors and customers about how to best prepare each piece of equipment,
stowing it properly and retrieving it in the same condition as prepared for travel.
Solutions with Greater Detail





Instead of paying Scootaround and other vendors in excess of $1 Million for repair and
replacement, engage them in the top 20 stations where wheelchair damage is occurring to
conduct hands on training regarding the preparation and proper stowage of wheelchairs and
other assistive devices with above and below wing personnel. The author recommends a cobranded training program that can be used in all Delta, JV, Delta Connection and Codeshare
partner stations.
Contract an external consultant to help us determine the real root causes of our wheelchair
damage problemsxxii
Develop rapid response teams in test markets to assist in the stowage of wheelchairs on aircraft,
directing ramp to properly prepare wheelchairs for successful flight, train agents to properly
engage passengers with disabilities and read and follow written instructions about specific
stowage of their personal equipment.
Establish an incentive program within ACS to track specific flights that have had wheelchairs
onboard without damage.
Consider purchasing stowage covers to protect wheelchairs, preventing them from being picked
up in places that will cause damage.
Benefits to Delta


Better trained, incentivized employees (e.g. contests, awards, recognition from the Advisory
Board on Disability for superior service).
Re-allocating funds from repair costs to investing in Delta people through effective training.
16
Version 16



Utilizing state of the art solutions that reduce damage and simplify complex handling issues,
reducing potential injuries to passengers and ground handlers.
Improved service to passengers with disabilities would reduce recovery and opportunity costs
Brand image of Delta relative to wheelchair users would transition from, “Delta damages
wheelchairs” to, “Delta is my airline of choice.”
Recommendations
Delta’s CEO Richard Anderson challenged Delta employees to find ways to reduce cost and continuously
improve performance. We are currently benefiting from the decisions (fleet strategy, cost containment,
realignment of resources, re-organization) we made after the bankruptcy and merger. A small window
of opportunity exists to solidify Delta’s position in the market. This White Paper provides evidence of
one of the windows we can enter to cut costs and enhance passenger satisfaction. All airlines are
struggling with wheelchair damage and replacement issues. On a recent webinar conducted by the
DOT, Blane Workie, Deputy Assistant General Counsel with the Department of Transportation, indicated
that wheelchair damage complaints and claims will be a focus of the Enforcement Office in the year
aheadxxiii. Rapid and thorough action can recover money expended for equipment repairs that could be
reinvested in employee training to better handle wheelchairs and other equipment that passengers with
disabilities use while traveling.
Part of the wheelchair damage costs might be reduced through the purchase and evaluation of a
protective product for wheelchairs called “AirShells”xxiv, which has the potential to be pilot tested in 2-3
markets that are experiencing high costs in wheelchair and Durable Medical Equipment damage.
Consultants should also be engaged to determine root causes of this equipment damage and make
recommendations to lessen these losses.
Consistent with citations within the US DOT Air Carrier Access Actxxv, Delta needs to consistently engage
individuals and organizations representing the disability community since they are experts related to
their personal equipment. The management of a program of this nature needs to be ongoing and must
reflect collaboration with Delta’s DOT Compliance. Recognizing the transitory nature of frontline
employees and the complexity of assistive devices, including wheelchairs, continuous monitoring and
training would be essential to the success of the aforementioned investments.
Conclusion
A comprehensive strategy for resolving this problem is necessary in order to avoid significant damage to
wheelchairs and other durable medical equipment. This White paper proposes that Delta utilize its
resources to address a problem that impacts the way people with disabilities view the brand and
impacts how they determine the carrier they choose when they fly their families, including members
with disabilities or individuals aging into disability. Additionally, it is important that Delta allow
employees to be proactively engaged with Delta passengers with disabilities. Along with the Advisory
Board on Disability, the author believes that Delta is the best carrier in the air for passengers with
17
Version 16
disabilities but the resounding message from the disability community needs to be heard, especially
when Delta addresses damage to passengers’ personal wheelchairs and assistive devices .
Taking care of the items that make travel possible for the millions of people with disabilities who travel
by air strikes at the heart of our Rules of the Road, in particular,
“Know Our Business and Improve it Constantly”
A. Know your customer and care for them.
Connect with our customers. Superior customer service and relationships can be a
strategic advantage that allows us to beat our competitors.xxvi
18
Version 16
Endnotes
i
http://www.un.org/disabilities/default.asp?id=18
Jeanette Pavini, Special story for USA TODAY, October 18, 2013; “Airlines Mishandle Wheelchairs, Strand
Passengers”(article and video) http://www.usatoday.com/story/money/business/2013/10/18/disabledwheelchair-airlines-damage-air-carriers-access-act/2962483/
iii
WCHS and WCHC – Special Service Requests used to identify the services required for a passenger who uses a
wheelchair but is unable to ascend or descend steps (WCHS) and service to a passenger who uses a wheelchair
and must be transferred from their personal chair to a transfer chair before getting on an aircraft.
iv
Data provided from Delta Aviation Safety Data Group based on passengers who self-identified the need for
assistance that was documented in their reservation using SSR codes.
v
http://www.disabled-world.com/disability/statistics/info.php
vi
Air Carrier Access Act of 1986 , also known as 14 CFR Part 382 is the predominant regulation that air carriers,
including Delta are required to comply or face potential fines at $27,500 per violation.
vii
Americans with Disabilities Act also known as the ADA was enacted by Congress to address access issues in areas
other than airlines but in many instances does include airport facilities. ADA also protects the rights of individuals
with disabilities in areas including education, employment as well as requirements on physical structures.
viii
Delta was fined $1.35 Million in 2003 and $2 Million in 2011 for failing to provide assistance enplaning,
deplaning, failure to make connections and not providing dispositive responses.
ix
2003 Consent Order resulted in $1.35 Million in fines. 2011 Consent Order resulted in $2Million in fines.
x
MD-88 and 90 aircraft have small stowage compartments. In many cases, in order to get a power wheelchair into
the aircraft compartment, we must turn the wheelchair on its side which almost always results in some type of
damage.
xi
Canadair Regional Jets have large enough cargo compartment doors but the engine cowling drops down precisely
in front of where the belt loader enters the aircraft. The clearance is about 3-4 feet which makes loading power
wheelchairs difficult, resulting in damage or injury.
xii
Conditions in which wheelchairs are damaged; not properly stowed, dropped from belt loader, lifted from
positions that cannot bare weight, turned on its side (damage to joystick), etc.
xiii
See Scootaround contract for more details
xiv
The top 10 are stations that report through claims, damage to passenger personal wheelchairs and assistive
devices. This will represent damage that arrived in the hub station from other stations as well as damage created
in local operation.
xv
Atlanta,
xvi
http://medicalsupplies.about.com/od/Hospital-Equipment/a/18-Types-Of-Wheelchairs.htm
ii
xvii
“Delta Made Me Crawl off and Aircraft” The Consumerist– 2008 Julia Dumbrowski, 2012 Kaanan – Nina
Golgowski, Daily News, July 30, 2013,
xviii
Open Doors Airline Surveys 2002 and 2005, Chicago IL
xix
Delta Aviation Safety Data review of passengers self-identifying through Special Service Requests (SSRs) that
they have a disability.
xx
Delta offers Transportation Orders as a gesture of good will. These vouchers can be applied against future travel
on Delta, diluting the revenue collected for airfare.
xxi
Conversation with Lisa Wells at the Abilitiies Expo Atlanta 2013 - President/Owner at Get Social Consulting, Inc.,
Atlanta, GA 2013.
xxii
(Any actual charges would have to be negotiated but it would be important to be inclusive of individuals with
disabilities with root cause analysis skills).
xxiii
DOT Webinar on Accessible Websites and Kiosks, Seat Strapping Method – Rule Changes, November 14, 2013.
19
Version 16
xxiv
Air Shells is just an example of an organization that is addressing the damage issues related to the transport of
durable medical equipment. www.Airshells.com
xxv
14 CFR Part 382.141
xxvi
Rules of the Road, Page 6.
Table X
Table Number
1
2
Table Description
Top 10 stationsxxvi - Assistive Device Damage (2012-2013) (actual & projected)
Repair, Replacement & Associated Charges for Damaged Personal Assistive
Devices
Damage by Count – 2012-2013
Cost Associated with Damage by Device Type – 2012-2013
Personal Equipment Damage by Aircraft Type – June to November 2013
3
4
5
20
Version 16
Inputs
Inputs
Fig 1: Logic Model – Wheelchair Damage Repair & Replacement on Delta
Passengers
with Disabilities
Advisory Board
on Disability
DOT
Compliance
Input Activities
Inclusion of People with
Disabilities in Process,
Procedure, Policy
Development, Training
Balanced Training
(Compliance, Disability
Awareness and
Sensittivity)
ACS
RES
Hands on Training about
Wheelchairs and other
Assistive Devices
Activity Outputs
Task Force on Damage
Repair (internal – external)
Co-Branded Training
program with Scootaround
Establish Baseline, target
reductions, best practices
Identify Ways to reduce
reactive expenses
Scooters and
More
ABLE Network
on Disability
Primary Outcomes
Delta Above and
Below Wing Agents
Educates passengers & DL
employees to ensure proper
preparation of wheelchairs
for transport
Complaint
Resolution Officials
ACS Learning
Advisory Board on
Disability
Educate Consumers
ABD Committees
IFS
Scootaround
Output
Targets
Data Collection and
Implementation through
DTAAT
Newsletters (continuous
improvement)
DOT Compliance
Website Improvements
Brand Image – “Carrier
of Choice”
Station Audits
Incentive Program
(STAR Model)
Monthly Reports
reflecting Station to
Station Damage of
Wheelchairs
Policy Briefs
Webinar on Wheelchair
Damage, Repair and
Management of
Wheelchairs on Aircraft
Wheelchair Vendors
Conference Presentations
(3)
Other Passengers
with Disabilities
Aircraft Assessment
Travel Agents
Opportunities for Delta
Employees with Disabilities
to provide feedback
21
Wheelchair Users
(change in Knowledge)
(4-12 months)
Increases knowledge to
prevent damage to
passenger wheelchairs
Teaches agents to use
proper equipment to protect
wheelchairs and takes the
mystery out of where and
how to lift equipment safely
Provides experiential training
from Vendor experts giving
agents hands on guidance in
properly preparing, retrieving
assistive devices
Aligns policies and
procedures to educate
agents and consumers about
what to expect when they
travel on Delta
Increases knowledge and
Awareness of the experience
of a passenger with a
disability using a wheelchair
Increases understanding
about the barriers occur
when assistive devices are
damaged
Secondary
Outcomes
Impacts
(change in Behavior)
(12-24 months)
Commitment to making
passengers with disabilities
high valued customers
Positive Brand
Image
Consumer Trust
Reduced barriers to
accessible air travel
Deliberate handling versus
Instinctive Behavior
Reduced damage, lower
claims, few complaints to
Customer Care, DOT
Compliance to DOT
Requirements
Review. Revise, create
policy, procedures and
programs to protect Delta
Employees from Workman’s
Comp Injuries, OJI,
Absences due to injury
Reduced DOT
Exposure from
Complaints and
Patterns of Abuse
Proper Protection
of Assistive
Devices, minimized
exposure to
damage
Reduced
expenditures for
damage, temporary
replacement,
service recovery
More revenue to
put back into Delta
Disability Program
Investment in
Protecting Delta
Employees when
they handle heavy
wheelchairs,
scooters and other
assistive devices
Version 16
15 Types of Wheelchairs
Basic Wheelchairs
o durable medical equipment that include footrest and legrest, sometimes
offering an elevating leg rest capability, in either full-length or desk-length arms,
and seat width options of 16, 18, or 20 inches
Narrow
o Typically 16-inch wide seat only
Standard
o The basic model with several available features such as variable seat widths,
detachable footrests, elevating legrests, permanent arms or removable arms,
full-length arms or desk-length arms
Lightweight
o These lighter chairs are made for those who travel with their chairs.
o They are often upholstered in nylon, and offer the optional features that the
basic and standard models do.
o These versatile chairs may also include the option of a quick-release wheel
removal process, and/or an adjustable-height back
22
Version 16
Extra-Wide Wheelchairs
o Whereas other wheelchairs have a typical weight-capacity of 300 lbs., the extrawide chairs usually range from 350 to 450 maximum weight capacity.
o The width options are typically in the 20-inch to 24-inch range
Antimicrobial Wheelchairs
o There are now companies that make chairs treated with antimicrobial
technology on the major patient contact surfaces.
o Works continuously to slow or prevent the growth of stain and odor causing
bacteria.
o Upholstery may be vinyl instead of nylon
o
Bariatric
Bariatric wheelchairs are typically set at 24, 26, 28, or 30-inch width seats, and
can support up to 700 pounds
Heavy-Duty Transport chairs
o Some chairs are built for transport and not self-propulsion. The rear wheels are
typically close to 12-inches in diameter. The wheels are not meant for the person
in the chair to reach and roll forward.
M
o may feature a back that folds down to make storage and transport much easier
than other chairs.
o They may also include handbrakes to give the person pushing the chair better
control.
23
Version 16
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
24
Possibly a seatbelt, and other comfort accessories like a cup-holder mounted to
one of the arm frames.
There may not be too many arm rest choices on this style of chair. Plan on
possibly only finding full-length permanent arms.
Seat width for the heavy-duty version is typically in the 20-inch to 24-inch range.
Transport wheelchairs are typically made of materials that keep them light. Even
a heavy-duty transport wheelchair may only way around 35 pounds, while still
guaranteeing a weight capacity of up to 400 pounds.
Standard Transport chairs
The slightly smaller, standard-size, transport chairs are built to support people
that weigh up to 300 pounds.
The back, like the heavy-duty version, folds down for easy storage.
It is more typical to find the restaurant-style armrest on these, which allows the
person in the wheelchair to get closer to the table.
You'll find seat width a little slimmer than the heavy-duty version too. Expect to
see seat widths at less than 20-inches.
Since these chairs are built to support a lighter weight person, the rear wheels
will be smaller too. The rear wheels will be in the 8-inch range for many models.
Chairs in this category weigh about half as much as their heavy-duty
counterparts.
Instead of steel frames, transport chairs have optional chairs made of lighter
metals such as aluminum to make the chair weigh less.
There are also hybrid transport wheelchairs, where the back wheels have a
quick-release mechanism that allow removal and exchange of the rear wheel
style. You can use the larger, self-propulsion wheels, or switch them to the
smaller transport wheels.
Recliners
Recliners are a type of heavy-duty chair also.
Typically designed to support bariatric weight classes, in the 700-pound range.
They have a reclining back to open up the torso. This redistributes the person's
weight in a safer, more comfortable way.
Look for features such as the ability to change the height of the back.
Version 16
o
o
o
o
o
o
o
o
o
There are recliner wheelchairs on the market with different seat to floor height
options, too. You can find seat heights set at 15, 16, 17, or 18-inches from the
floor.
Pediatric Wheelchairs
Smaller frames that typically support a maximum weight of 250 pounds.
You'll find the seat narrower and shallower as well. They are generally around 14-inches
wide and closer to 12-inches deep.
Chairs designed for children are set a little lower to the ground, so the handles in back
on some chairs have the capability of telescoping so that the adult maneuvering the
wheelchair can reach the handles comfortably.
MRI Chairs
Everything in an Magnetic Resonance Imaging Suite needs to be made from nonmagnetic materials
Some chairs are made of PVC pipe, which is not only non-magnetic, but has also shown
to inhibit bacteria growth
Typical seat and back materials are cushioned mesh sling materials
Features such as wheel locks and folding footrests can also be found
There are metal MRI chairs too. They are made of non-magnetic metals. Don't feel that
you need to be chemical expert. Manufacturers stamp, and prominently market, MRIsafe chairs.
Power Wheelchairs
o Many individuals with disabilities cannot self propel their chairs with their own arm
strength and need battery power to accomplish this activity.
o Some power chairs look like manual chairs with batteries while others have complex
control systems and motors.
25
Version 16
o There are also platform model chairs have seating configurations built on top of power
bases.
o Many incorporate other assistive devices like respirators, ventilators and complicated
steering systems based on providing a level of functionality of the person using the
chair.
Power Scooters
o Power scooters come in three and four wheel configurations
o This equipment is generally used by individuals that use them for distance and still have
some mobility.
o Power scooters may require special seating configurations based on the person’s
disability.
Standing Wheelchairs
o Some chairs provide individuals with disabilities the ability to move from a sitting to a
standing position.
o These chairs have complex electronic systems and it is imperative that instructions be
given to airline personnel to maneuver them once the passenger has been moved into
an aircraft.
26