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
Able, But Not Willing
Table of Contents
Summary and Introduction ...................................................................................................................... 3
Deltas Ongoing Troubles with the D.O.T. ........................................................................................ 5
The Impact of Poverty Wages and No Benefts ............................................................................ 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
2
Able, But Not Willing
In 1986, Congress passed the Air Carrier Access Act (ACAA) to address the unique difculties
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 ofered him a $100
voucher for his compensation.
In 2011, just a year before the above incident occurred,
Delta paid a $2 million fne, 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 fled
against Delta, an almost 50 percent increase from 2004 when there were less than 3,000
complaints fled 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 of, 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
Association
4
3
Able, But Not Willing
Workers report continuing problems of understafng 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 fnancial resources to address the problem. Delta was the most
proftable airline in the world last year, with almost $3 billion in profts.
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 of 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 staf,
electric cart drivers are being told to perform wheelchair service, which results in a shortage of
available carts, afecting 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 specifcs of using the equipment and physically
assisting passengers, as well as greater awareness of working with passengers with disabilities.
Ive seen that because of understafng, we often have to
prioritize passengers with connecting fights over those
who MSP is their fnal 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
Able, But Not Willing
Deltas Ongoing Troubles
with the DOT
In 2011, Delta had to pay a record- breaking
fne 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 of;
leaving a passenger unattended in a
wheelchair in the terminal for more than 30
minutes;
causing passengers to miss fights due to
failure to provide requested wheelchair
service;
leaving passengers at the wrong gate
causing them to miss their fight;
forcing passengers to wait an hour or more
for a wheelchair in the terminal; and
other instances where passengers were
subjected to signifcant delay, harm
or inconvenience due to inadequate
assistance.
13

Some of the specifc 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 of
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 of the airplane.
And the frst 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 fight. 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
Able, But Not Willing
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 fight, forcing him to sleep in
a wheelchair.
Causing an elderly couple in wheelchairs to miss an international fight because Delta failed to
board them.
14
In addition, the Transportation Department found Delta failed to provide written responses
as 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 frst time Delta was fned by the Transportation Department for failing to
adequately serve passengers with disabilities. Delta paid a $1.25 million fne 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 fled against Delta, Northwest and their subsidiaries. The number
of complaints fled 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, stafng 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 benefts by the company with which Delta contracts. These workers
report high turnover and chronic understafngproblems which prevent them from providing
passengers with disabilities the service to which they are legally entitled.
6
Able, But Not Willing
The Impact of Poverty Wages
and No Benefts
At the Minneapolis-St. Paul International Airport, where 75 percent of arriving or departing
fights 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 benefts 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 year
well below the federal poverty line.
18




This impacts passenger service in a number of ways:
7
Delta CEO Richard
Anderson (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
Able, But Not Willing
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 stafng levels. With low wages, it can be difcult 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 fve
respondents reported having had to wait on a plane more than 30 minutes after landing until
they were helped of 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 difcult 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 of, 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 days
21
. 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
fght 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 infuenza.
23
Similar to the wage diference, Air Serv provides no paid time of 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
Able, But Not Willing
Adding Insult to Injury
In 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 sufered 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 fight 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 fight of stairs, and across the tarmac to his wheelchair, which he
did and which caused him physical and emotional sufering. After he was in his own wheelchair
and had made it to the airport terminal, Kanaan called Delta to fle a complaint and to let Delta
know he would be fying out of Nantucket in two days and would need the proper equipment.
The Delta representative initially ofered 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 fight.
9
Able, But Not Willing
was humiliated to the point of tears. To make matters worse, two frst-class passengers ofered 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 ft 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 efcient. In contrast,
30 percent said the experience is uncomfortable and unsafe;
10 percent said the chairs are in need of repair.
10
Able, But Not Willing
Deltas Problems at MSP
One 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 fights 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 of the airplane. Well, when you
do that, you force yourself into grabbing one person of 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 efort 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
Able, But Not Willing
Training
The 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
difering 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 beneft 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 frsthand. 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
Able, But Not Willing
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 nonproft 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 diferent 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 modifed 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
fnd 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 fnal 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
Able, But Not Willing
About the Air Carrier
Access Act
In 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 defning 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 fight.
Require a person with a disability to travel with an attendant, except in limited specifc
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
ofcial to respond to complaints from passengers.
14
Able, But Not Willing
Recommendations
For 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
refected 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
afordable health insurance and other benefts. 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 stafng levels. When passengers miss fights 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 fnd 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
Able, But Not Willing
Airline Contacts for Consumer
Complaints
AIRTRAN and SOUTHWEST
Jim Ruppel
Vice President, Customer Relations
P.O. Box 36647
Dallas, TX 75235-1647
(214) 932-0333
jim.ruppel@wnco.com
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
sean.bentel@aa.com
www.aa.com/customerrelations
DELTA AIR LINES
Jason Hausner
Director, Customer Care
P.O. Box 20980
Atlanta, GA 30320-2980
(404) 715-9985
jason.hausner@delta.com
www.delta.com
FRONTIER AIRLINES
Lori Junker
Senior Manager, Customer Relations
7001 Tower Road
Denver, CO 80249-7312
(720) 374-4638
www.fyfrontier.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
Heather.harvey@spiritair.com
http://www.spiritair.com
SUN COUNTRY AIRLINES
Kim Reagan
Manager, Customer Services
1300 Mendota Heights Rd
Mendota Heights, MN 55120
(651) 681-3900
kim.reagan@suncountry.com
UNITED AIRLINES
Anne Seeley
Managing Director Customer Care
PO Box 4607 NHCCR
Houston, TX 77210-4607
(877) 624-2660
anne.seeley@united.com
www.united.com/feedback
US AIRWAYS
Ken Fischer
Director, Customer Relations
4000 E. Sky Harbor Boulevard
Phoenix, AZ 85034
(800) 428-4322
ken.fscher@usairways.com
www.usairways.com
16
Able, But Not Willing
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, 2000
2 Taming Our Fear of Flying, Josie Byzek, New Mobility, April 1, 2014
3 Disabled Man Settles Lawsuit With Delta After Complaint That He Was Forced To Crawl On & Of Flights,
Associated Press, Sam Eifing, April 22, 2014
4 Delta Fined for Violating Rules Protecting Air Travelers with Disabilities, US Department of Transportation press
release, February 17, 2011
5 United State of America, Department of Transportation, February 17, 2011, Order 2011-2-10
6 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 2011-2-10
8 Small airlines fy high in profts; Spirit, Allegiant pace U.S. carriers, Airline Weekly, Steve Tarter, April 14, 2014
9 Delta Air Lines boosts CEOs pay package by 42%, USA Today, Associated Press, May 1, 2013
10 Ben Humphrey, Delta General Manager, addressing the Metropolitan Airports Commission (MAC), May 19, 2014
11 May 19 Humphrey address to MAC
12 US Transportation Department February 17, 2011 press release
13 United State of America, Department of Transportation, February 17, 2011, Order 2011-2-10
14 Delta fned a record $2M, Star Tribune, February 17, 2011, Lora Pabst and Paul Walsh
15 United State of America, Department of Transportation,, January 7, 2011, Order 2011-1-4
16 Ibid
17 US Transportation Department Delta Consent Order, February 17, 2011
18 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 26
21 2013 Survey of Passenger Service Workers at MSP
22 Infectious Diseases: Infections in Immunocompromised Patients. St Jude Childrens Hospital.
http://www.stjude.org/stjude/v/index.jsp?vgnextoid=588d061585f70110VgnVCM1000001e0215acRCRD
23 Mayo Clinic, http://www.mayoclinic.org/diseases- conditions/fu/basics/defnition/con-20035101 and
http://www.mayoclinic.org/diseases-conditions/fu/basics/complications/con-20035101
24 D. Baraka Kanaan v. Delta Air Lines, Case 1:13-cv-00365-SOM-KSC, fled July 23, 2013
25 Marine double-amputees treatment on Delta fight angers other vets, Washington Post, Annie Groer, December 13, 2012
26 The Metropolitan Airports Commission 2014-2017 Strategic Plan
27 2013 Survey of Passenger Services Worker at MSP
28 May 19 Humphrey address to MAC
29 Ibid
31 Byzek, Taming Our Fear of Flying,
32 Ibid
33 SFO Launches Disability Awareness Training,
30 Ibid
34 Byzek, Taming Our Fear of Flying,
35 49 U.S.C. 41705
36 Title 14 CFR, Part 382
Service Employees International Union (SEIU) Local 26
706 North 1st Street, Suite 110, Minneapolis, MN 55401
(855) 265-6225 info@seiu26.org
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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