Professional Certificate Course
Delivery: Classroom
Duration: 3 days

This workshop will provide an introduction to US disability rights legislation, architectural accessibility standards, adaptive information technology and how to appropriately accommodate a wide range of customers with disabilities. Included will be a Disability Awareness Module with demographic information and findings from the latest Open Doors Organization Study on US Travelers with Disabilities as well as teaching appropriate language and customer service skills. The interactive workshop will conclude with a tour of the airport that focuses on accessible design and technology and how travelers with disabilities function and navigate within this complex environment.

Learning Objectives

Upon completing this course, participants will be able to:

  • Understand the importance of the disability travel market and its growing impact on airports
  • Know how to communicate with and assist customers with disabilities in an appropriate manner
  • Gain awareness of the federal agencies and regulations governing airport program and structural accessibility for people with disabilities as well as administrative requirements
  • Understand the “building blocks” of accessibility that underlie the ADA Standards for Accessible Design that cover all physical aspects of the airport from parking, doors and elevators to counters, restrooms and signage
  • Become familiar with the adaptive technology used to provide equal access to information for people with sensory disabilities

Target Audience

  • ADA/Section 504 Coordinators
  • Airport Executives, Managers and Planners

Course Content

  • Disability Awareness Module
  • Introduction to US Federal Agencies and Disability Rights Legislation including Americans with Disabilities Act, Section 504 of the Rehabilitation Act and Air Carrier Access Act (28 CFR Part 35, 49 CFR Part 27, 49 CFR Part 21, 14 CFR Part 382 and 49 CFR Part 37)
  • Introduction to ADA Standards for Accessible Design (28 CFR Part 36)
  • Introduction to adaptive information technology
  • Airport accessibility tour

Upcoming sessions

Dates Location Least Developed Countries Member Price Member / WBP Price Non-Member Price Register
TBD TBD US$1,025 US$1,225 US$1,925 Contact Us

Other Customer Experience Courses

*AMPAP electives