SFO Gets Savvy with Disabled Travelers

Written by Doug Yakel:

The San Francisco International Airport (SFO) announced the launch of a disability awareness training program for airport, airline and security employees. 

Created in partnership with the San Francisco Chapters of The Arc San Francisco and the LightHouse for the Blind and Visually Impaired, the video-based training is focused on providing a consistent level of sensitivity and respect for passengers with disabilities. The program has been developed to include a participant handout, and a manual, also published in braille.

“We are grateful for the support of The Arc San Francisco and the LightHouse for the Blind and Visually Impaired in the development of this training,” said Airport Director John L. Martin. “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.”

“Navigating the airport, for anyone, can be difficult,” said The Arc San Francisco CEO Dr. Glenn Mattola. “The dream of flying—whether it’s to see family, attend a conference or take a dream vacation—should be an experience we all have access to, and with this disability training, SFO is making that possible.”

While previous forms of disability training existed at SFO, this effort takes a comprehensive approach by involving employees throughout a customer’s journey, from curbside, to security checkpoints, to the gate. In addition, Airport policies were modified to make disability awareness training mandatory for all airlines and airline service providers.

The training video, produced in-house by Airport staff, includes firsthand accounts from members of the disability community highlighting their travel experiences.  The first series of disability awareness training are scheduled for later this year.

“As a San Franciscan who regularly flies through SFO and has a disability, I am excited to learn of this new training program for SFO employees,” said San Francisco resident Jonathan Lyens. “I applaud SFO for partnering with the LightHouse for the Blind and Visually Impaired and The Arc San Francisco to devise an innovative solution for the disability community, and I hope other members of the hospitality and tourism industry follow their lead.”

For more information on The Arc San Francisco, please visit: www.thearcsf.org. For information on the LightHouse for the Blind and Visually Impaired, visit www.lighthouse-sf.org.