Orde r 2011-2-1 0 . ^ ^ UNITE D STATE S O FAMERIC A '^^ * DEPARTMEN T O FTRANSPORTATIO N 

# a %i^ y OFFIC E O FTH E SECRETAR Y WASfflNGTON , D.C
. Issue db y th e Departmen t o f Transportatio n O n th e Seventeenth da y o f February, 201 1
Delt aAi r Lines , Inc
. Violation s o f

1 4 CF RPar t

38 2 an d 4 9 U.S.C
. § § 41310 , 41702,4170 5 an d4171 2 Served : Februar y 17 , 201 1 DO T OST-2011-000 3
CONSEN T ORDE R Thi s orde r

concern s violation s b y Delt aAi r Lines , Inc. , (Delta ) o f th e requirement s o f 1 4 CF RPart

38 2 (Part

382 ) with respec t

t o providin g enplaning , deplaning , an dconnectin g assistance , a s wel l a s providin g dispositiv e response s t o writte n complaint s allegin g aviolatio n o f Par t 38 2 an dproperl y codin g an drecordin g it s disability-relate dcomplaint s i n connectio n with require dreportin g t o th e Departmen t o f Transportatio n (Department)
. Part 38 2 implement s th e Ai r Carrie r Acces s Ac t

(ACAA) , 4 9 U.S.C
. § 41705 , an dviolation s o f that part als o violat e th e ACAA
. T o th e exten t that th e ACA A an dPart

38 2 violation s occurre di n interstat e ai r transportation , th e incident s ar e als o violation s o f 4 9 U.S.C
. § 41702 , whic h require s tha t ai r carrier s provid e saf

e an dadequat e interstat e ai r transportation ; t o th e exten t th e violation s occurre di

n foreig n ai r

transportation , th e incident s woul dviolat e 4 9 U.S.C
. § 41310 , which , i n part , prohibit s ai r

carrier s an dforeig n ai r

carrier s fro munreasonabl y discriminatin g agains t an y perso n i n foreig n ai r

transportation
. Violation s o f th e ACA A an dPart

382 , a s wel l a s of

4 9 U.S.C
. §§4170 2 an d41310 , ar e unfai r an ddeceptiv e practice s i n violatio n o f 4 9 U.S.C
. §41712
. Thi s orde r

direct s Delta ' t o ceas e an ddesist fromfuture violation s o f Par t 38 2 an dth e ACA A an dassesse s th e carrie r

$2,000,00 0 i

n civi l penalties. ^ Applicabl e La w Part 38 2 require s ai r

carrier s t o provid e passenger s wit h disabilitie s assistanc e i n aircraf t enplanin g an ddeplanin g an dimpose s specifi c requirement s i n doin g so . Section s 382.3 9 (a ) an d (b) , i n effec t

prio r t o May 13 , 2009 , (no w section s 382.91-382.95 , 382.101 , an d382.105) , se t fort h requirement s regardin g th e typ e an dquality o f servic e carrier s mus t

provid e whe n assistin g

' Thi s orde r

i s agloba l settlemen t

o f al l ACA A an dPa n 38 2 violation s (includin g relatedviolation s o f 4 9 U.S.C
. § § 41310
. 41701
. 41705 , an d 41712 ) throug h th e issuanc e dat e o f thi s orde r

b y Delt aan dt>elta' s aTfiliate s Comairan dNorthwest , includin g an y suc h violation s that ma y hav e accrue dt o Delt aa s th e successor-in-interes t followin g it s merge r

with Northwes t

Airlines
. Inc
.

^ A s covere di n orderin g subparagraph s 10(b) , 10(c)
. 10(d) , an d10(e)
. th e $2,000,00 0 assesse dcivi l penalt y i s subjec t t o offset s o f

u p t o S 1,250,00 0 fo

r expenditure s b y Delt at o provid e improve dservice s fo r passenger s with disabilitie s abov e an dbeyon dwha t i s requiredb y th e Department' s disability rule
. Th e actua l cos t o f th e initiative s covere db y th e offset s i s substantiall y greate r tha n th e $1,250,00 0 offset amount .passenger s with disabilities
. Thi s assistanc e includes , a s needed , th e provisio n o f service s personne l an dth e us e o f

wheelchairs , ramps , o r

mechanica l lifts
. Sectio n 382.39(a)(3) , i n effec t prior t o Ma y 13 , 2009 , (no w sectio n 382.103) , prohibit s carrier s fro mleavin g passenger s wh o ar e no t independentl y mobil e unattende di n agroun dwheelchair , boardin g wheelchair , o r othe r devic e for mor e tha n 3 0 minutes
. Unde r sectio n 328.65 , i

n effec t prior t o May 13 , 2009 , (no w sectio n 382.155) , carrier s ar e require dt o provid e adispositiv e writte n respons e t o awritte n complain t allegin g aviolatio n o f Par t 38 2 withi n 3 0 day s o f

it s receipt
. A n appropriat e dispositiv e respons e mus t specificall y discus s th e complain t

a t issue , stat e th e carrier' s vie w o f whethe r aviolatio n occurred , an dstat e that th e complainan t

may refer

th e matte r

t o th e Departmen t

for a n investigation
. Sectio n 382.70 , i n effec t

prior t o May 13 , 2(X)9 , (no w sectio n 382.157) , state s tha t carrier s mus t categoriz e disability-relate dcomplaint s the y receiv e accordin g t o th e typ e o f disabilit y an d natur e o f complain t

an dsubmi t

annua l report s t o th e Departmen t detailin g th e disabilit y complaint s receive dth e prio r calendar year . I f awritte n complain t

contain s multipl e issues , eac h issu e mus t

b e code dseparatel y t o adequatel y accoun t for th e numbe r

of complaint s acarrie r receives
. Thi s orde r

find s that

o n anumbe r

o f occasion s Delt afaile dt o compl y with thes e requirements
. Backgroun d Th e Offic e o f

Aviatio n Enforcemen t

an dProceeding s (Enforcemen t Office ) investigate dDelta' s complianc e with th e relevan t provision s o f

Par t 38 2 b y reviewin g al l disability-relate d complaint s Delt areceiveddirectl y fro mpassenger s durin g 1 2 week-lon g interval s i n 200 1 an d 2008 , a s wel l a s al l disability-relate dcomplaint s th e Departmen t receive ddirectl y fro mDek a passenger s durin g 2(X)

7 an d2008
. Th e Enforcemen t Offic e als o reviewe dtrainin g an dothe r documentatio n relate dt o Delta's wheelchai r assistanc e vendo r

operation s a

t th e Atlant a Hartsfiel dInternationa l an dJoh n F
. Kenned y airports
. Th e record s indicate dasignifican t numbe r o f apparen t violation s o f

sectio n 382.3 9 [no w section s 382.9 1 t o 382.105 ] durin g th e pertinen t tim e period
. A substantia l numbe r o f thes e complaint s appear t o involv e egregiou s violation s o f

Part 382. ^ Additionally , Delta' s complain t files indicate dtha

t i n man y instances
. Delt aviolate dsectio n 382.7 0 [no w sectio n 382.157 ] b y failin g t o adequatel y categoriz e an d accoun t fo r al l th e disability-relate dissue s tha t wer e raise di n th e complaints
. Furthermore , i t appear s that

anumbe r

o f it s writte n response s t o complainant s di dno t compl y with th e requirement s o f

sectio n 382.6 5 [no w sectio n 382.155]
. In additio n t o thes e findings , th e Enforcemen t

Offic e note da

n upwar dtren di n th e numbe r o f disability-relate dcomplaint s Delt a reporte dannuall y followin g a200 3 consen t orde r agains t th e carrier , als o for

violation s o f section s 382.3 9 an d382.65 , i n whic h th e carrie r agree dt o adop t

significan t

measure s t o improv e

^ h i prio r enforcemen t

actions , e.g . Docke t

OST-2010-0005-002 6 (Augus t 31 , 2010) , th e Aviatio n Enforeeraen t Offic e explaine dthat

it consider s th e followin g type s o f

assistanc e an dwheelchair-relate ddisabilit y complaint s t o b e egregious : (1 ) th e passenge r wa s lef t unattende do n a n aiiplan e fo r

ove r 1 5 minute s after

th e othe r passenger s deplaned ; (2 ) anon-ambulalor y passenge r wa s lef t unattende di

n awheelchai r

fo r ove r 3 0 minute s i n th e termina l o

r o n ajetway ; (3 ) th e carrie r faile dt o provid e requeste dwheelchai r servic e o r

othe r assistanc e entirely , o r

alon g tim e delay i n providmg wheelchai r servic e o r

othe r assistanc e resultedi n th e passenge r missin g aflight ; (4 ) th e passenge r wa s lef t a t th e wron g gat e resultin g i n missin g hi s o r he r flight ; (5 ) th e passenge r

hadt o wai t

a n hou r o r mor e fo r awheelchai r

i n th e terminal ; an d(6 ) othe r instance s wher e passenger s were subjecte dt o significan t delay , harm , o r

mconvenicnc e becaus e of inadequat e assistance
.servic e an dreduc e complain t levels.* * Th e violation s foun di n 200 7 an d200 8 followin g th e 200 3 consen t orde r directin g Delt at o ceas e an ddesist fro mfurther

violation s o f

1 4 CF RPart

38 2 an d 4 9 U.S.C
. § § 41310 , 41702 , 4170 5 an d4171 2 als o constitut e violation s o f that order. ^ Mitigatio n In mitigation , Delt astate s that i t take s it s responsibilitie s unde r th e ACA A an dPart

38 2 very seriousl y an dvalues it s customer s with disabilities
. Delt astate s that i t ha s establishe dindustry

leadin g program s for

it s customer s with disabilitie s an dcontinuall y strengthen s it s program s b y creatin g ne w structure s t o oversee , manage , an denhanc e service s provide dt o customers with disabilities
. Delt abelieve s tha t th e ne w structures , togethe r with othe r

disability-progra m enhancements , demonstrat e Delta' s total commitmen t t o it s long-standin g polic y o f full complianc e with al l applicabl e legal requirements
. Delt astate s that th e numbe r

o f complaint s Delt areceive s fro mcustomer s with disabilitie s represent s aminiscul e fractio n o f th e disability communit y Delt acarries
. Accordin g t o Delta , t o accomplis h it s polic y objective s with respec t t o passenger s with disabilities , i t ha s committe dan dcontinue s t o commi t substantial sum s o f mone y an dothe r

resource s t o th e advancemen t an dprotectio n o f

th e interest s o f

it s customers wit h disabilities
. Delt anote s that i t ha s institute dnumerou s programs , systems , trainin g enhancements , an dprocedures , whic h i t continuall y expand s an drefine s throug h cross-divisiona l team s an ddedicate dstaff , i n orde r t o mee t th e need s o f

it s customer s with disabilitie s an dt o ensur e complianc e wit

h al l applicabl e requirement s pertainin g t o traveler s with disabilities
. Delt aals o state s that

i t ha s create dstron g relationship s with organization s representin g th e disabilit y community , includin g th e establishmen t o f a n industry-leadin g advisor y boar d compose do f

individual s representin g acros s sectio n o f disabilities
. I

n thi s regard , Delt apoint s ou t that i t ha s establishe dacros s divisiona l Disabilit y Complianc e Counci l for th e expres s purpos e o f

overseeing , managing , an dimprovin g al l aspect s o f Delta' s policies , procedures , an d technologie s t o addres s th e need s o f passenger s with disabilities
. Additionally, Delt astate s that i t i s takin g th e followin g significan t action s t o enhanc e it s servic e t o customers with disabilities ; 1
. Deh ai s investin g i n industry-leadin g irmovativ e technolog y t o communicat e with vendor s an dt o trac k

i n real tim e th e need s o f customer s with disabilitie s an dth e resourc e availabilit y t o ensur e tha t

wheelchair s an dpersonne l ar e read y an davailabl e t o mee t customer s needin g assistanc e i

n apromp t

an dtimel y manner . 2
. Delt ai s makin g anumbe r o f significan t

change s t o it s websit e t o increas e service s fo r customers with disabilities , includin g (i ) allowin g it s customer s t o specif y th e typ e o f wheelchai r

assistanc e the y requir e a t th e tim e the y ar e bookin g aflight; (ii ) addin g avide o t o Delta' s websit e t o hel p alleviat e anxiet y b y demonstratin g th e custome r experienc e an d showin g th e service s tha t customers wit

h disabilitie s wil l receive ; (iii ) automaticall y displayin g flights wit

h mor e convenien t

connectin g time s fo r

customer s requirin g specia l

4 Se e Deli aAi r

Unes
. Inc
. Violation s o f 1 4 CFRPa n 38 2 an d4 9 U.S.C
. § § 41310
. 41702
. 4/70 5 an d41712 , Orde r 200i-\\- 4 ([Novembe

r 10 , 2003)
. ^W
. al4
.assistance ; (iv ) providin g automati c notic e t o customer s o f th e receip t

o f a"Specia l Servic e Request " ("SSR" ) an dprovidin g informatio n tha t explain s wha t

the y can expec t

a t th e airport ; an d(v ) implementin g automatio n that ensure s that

SSR s ar e automaticall y transferre dt o ane w flight i n th e even t

o f aflight interruption
. 3
. Delt ai s employin g improve dtechnolog y t o transmi t SSR s automaticall y an ddirectl y t o airport servic e vendor s ove r

secur e connection s t o enhanc e th e vendors ' abilit y t o allocat e resource s an dt o provid e timely service
. 4
. Delt ai s providin g customer s with disabilitie s (wh o hav e vali de-mai l addresses ) with a Custome r Service Surve y withi n 2 4 hour s o f thei r trave l i n orde r

t o obtai n real-lim e feedbac k o n th e servic e provided
. 5
. Delt ai s implementin g enhance dairport audit s t o asses s vendo r performance , shar e bes t practices , an ddevelo p proces s improvements
. 6 . Delt ai s investin g ten s o f million s o f

dollar s i n facility improvement s that wil l improv e servic e t o it s customer s wit h disabilities , includin g elevato r installatio n an dadditiona l jetway s for

regiona l je t

access . Finally , Delt aha s agree dt o settl e thi s matte r withou t admittin g t o violation s t o avoi dth e burde n an dexpens e o f

litigation
. Delt abelieve s tha t th e interest s o f

Delta , th e Department , an dth e flying publi c ar e bette r

serve dthroug h settlemen t o f this matte r

- s o that

resource s may b e dedicate dt o improvin g custome r service , radie r

than expende di n further litigation
. Decisio n Th e Enforcemen t

Offic e ha s carefull y considere dth e informatio n provide db y Delt aan d continue s t o believ e tha t

enforcemen t

actio n i s warranted
. I

n orde r t o avoi dlitigation
. Delt aha s agree dt o settl e this matte r with th e Enforcemen t

Offic e an dente r

int o thi s consen t

orde r directin g th e carrie r

t o ceas e an ddesist

fro mfutur e simila r

violation s o f

Part 38 2 an d4 9 U.S.C
. § § 41310 , 41702 , 41705 , an d41712 , an dassessin g $2,000,00 0 i n compromis e o f

potential civi l penaltie s otherwis e du e an dpayabl e pursuan t t o 4 9 U.S.C
. § 46301
. Thi s compromis e assessmen t i s appropriat e considerin g th e natur e an dexten t o f th e violation s describe dherei n an dserve s th e publi c interest
. I

t establishe s astron g deterren t t o future similar

unlawfu l practice s b y Delt aan d othe r carriers
. Thi s orde r

i s issue dunde r

th e authorit y containe di n 4 9 CF R1.57(a

) an d1 4 CF R385.15
. ACCORDINGLY , 1
. Base do n th e abov e discussion , w e approv e thi s settlemen t an dth e provision s o f

thi s orde r a s bein g i n th e publi c interest ; 2 , W e findthat

Delt aAi r

Lines , Inc. , violate dth e requirement s o f 1 4 CF R382.3 9 (no w section s 382.9 1 - 382.9 5 an d382.10 1 -382.105 ) b y failin g t o provid e adequat e an d promp t enplanin g an ddeplanin g wheelchai r assistanc e t o passenger s with disabilities ;3
. W e findthat Delt aAi r

Lines , Inc. , violate dth e requirement s o f 1 4 CF R382.6 5 (no w sectio n 382.155 ) b y failin g t o provid e dispositiv e response s t o writte n complaint s allegin g aviolatio n o f

Part 382 ; 4
. W e findthat

Delt aAi r

Lines , Inc. , violate dth e requirement s o f 1 4 CF R382.7 0 (no w sectio n 382.157 ) b y failin g t o properl y categoriz e an daccuratel y repor t it s disability

relate dcomplaints ; 5
. W e findtha t

Delt aAi r

Lines , Inc. , i

n th e instance s describe di n orderin g paragraph s 2 throug h 4 , violate dth e Ai r Carrie r Acces s Act , 4 9 U.S.C
. § 41705 ; 6 . W e fin dthat , t o th e exten t that certai n o f

th e instance s describe di n orderin g paragraph s 2 throug h 4 occurre di

n foreig n ai r

transportation , Delt aAi r Lines , Inc. , violate d 4 9 U.S.C
. §41310 ; 7
. W e findthat , t o th e exten t that certai n o f

th e instance s describe di n orderin g paragraph s 2 throug h 4 occurre di n interstat e ai r transportation
. Delt aAi r Lines , Inc. , violate d 4 9 U.S.C
. § 41702 ; 8
. W e findthat

th e violation s describe di n orderin g paragraph s 2 throug h 7 ar e unfai r an d deceptiv e practice s an dthereb y violat e 4 9 U.S.C
. § 41712 ; 9
. W e orde r

Delt aAi r

Lines , Inc. , an dit s successor s an dassign s t o ceas e an ddesist from further violation s o f

1 4 CF RPar t

38 2 an d4 9 U.S.C
. § § 41310 , 41702 , 4170 5 an d4171 2 b y engagin g i n th e conduc t describe di

n orderin g paragraph s 2 throug h 8 ; 10
. W e asses s Delt aAi r Lines , Inc. , $2,000,00 0 i n compromis e o f civi l penaltie s tha

t migh t otherwis e b e assesse dfo r th e violation s found s i n orderin g paragraph s 2 throug h 8 , above ; (a ) $750,00 0 o f

th e assesse dcivi l penalt y shal l b e du e an dpayabl e withi n 3 0 day s of th e servic e dat e of

this order ; (b ) U p t o $834,00 0 o f th e assesse dpenaUy shal l b e credite dt o Delt aAi r Lines , Inc. , for fund s expende dwithi n eightee n month s fro mth e servic e dat e o f thi s order , towar dth e developmen t

an dimplementatio n o f a n automate dwheelchai r trackin g syste ma

t th e carrier' s majo r

hu b airports subjec t

t o th e following : Th e syste mshall , amon g othe r things , b e capabl e o f

generatin g report s o f th e carrier' s wheelchai r assistanc e performance ; (c ) U p t o $236,00 0 o f th e assesse dpenalt y shal l b e credite dt o Delt aAi r Lines , Inc. , for fund s expende dwithi n eightee n months after th e servic e dat e o f

this orde r

towar dth e developmen t

an ddistributio n o f

acustome r

servic e surve y t o passenger s with disabilitie s immediatel y followin g thei r trave l askin g the mt o rat e th e carrie r o n th e accommodatio n service s provide dan dsolicitin g specifi c feedbac k o n ho w th e carrie r

can improve ; (d ) U p t o $150,00 0 shal l b e credite dt o Delt aAi r Lines , Inc. , fo

r fund s expende d withi n eightee n month s afte r th e servic e dat e o f

this orde r

towar dexpande dcorporate
-leve l Part 38 2 complianc e auditin g an dconsultin g a t airports
. Thes e additiona l responsibilitie s shal l includ e th e following : i
. Conductin g a dho c audit s o f passenge r

complaint s t o monito r

th e adequac y o f performanc e standard s an dmetric s relate dt o Par t 38 2 complianc e an dt o identif y area s fo r

performanc e improvement ; ii
. Conductin g roo t

caus e analyse s o f

Part 38 2 complianc e problems ; iii
. Recommendin g proces s improvement s t o enhanc e Par t 38 2 complianc e t o reduc e disability-relate dcomplaints ; iv
. Identifyin g an dreportin g bes t practice s fo

r Par t 38 2 complianc e an dsharin g the msystem-wide ; an d V
. Reviewin g th e response s t o th e custome r servic e survey s covere di n c . above ; Delt ashal l provid e adetaile dairport audi t plan t o th e Enforcemen t Offic e withi n 18 0 day s o f

th e servic e dat e o f

thi s orde r

outlinin g th e specifi c audit s t o b e undertake n ove r th e eightee n months followin g th e servic e dat e o f this order ; an d (e ) U p t o $30,(XX

) shal l b e credite dt o Delt aAi r Lines , Inc. , for

fund s expende d withi n 18 0 day s o f

th e servic e dat e o f

thi s orde r

towar ddevelopin g an dimplementin g th e followin g o r

substantiall y similar

enhancement s t o it s websit e t o improv e ai r trave l accessibility : 1 ) th e capabilit y for apassenge r

t o ad daspecia l servic e reques t (SSR ) whe n bookin g areservatio n onlin e indicatin g th e specifi c typ e o f wheelchai r

assistanc e needed ; 2 ) a n automati c advisory o f recommende dconnectin g time s t o passenger s bookin g areservatio n onlin e with a n SSR ; 3 ) notic e t o passenger s whe n a n SS Ri s receivedincludin g informatio n o n what t o expec t

a t th e airport , an d4 ) a

n onlin e vide o demonstratin g th e wheelchai r enplanin g an ddeplanin g process ; 11
. Withi n 2 1 months o f th e dat e thi s orde r

become s final
. Delt aAi r Lines , Inc. , shal l provid e th e Departmen t

with supportin g documentatio n verifyin g th e expenditure s i n connectio n with th e offset s liste di n subparagraph s 10(b) , 10(c) , 10(d ) an d10(e ) above
. Thi s documentatio n mus t contai n adescriptio n o f th e expenditure s associate dwit h eac h offset , an daswor n statemen t fro ma n appropriat e compan y official testifyin g that th e description s an ddocumentatio n ar e tru e an dcomplet e t o th e bes t o f tha t official' s knowledg e an dtha t

th e official ha s mad e areasonabl e inquiry t o establis h th e accurac y o f th e statement; 12
. T o th e exten t

tha t Delt aAi r

Lines , Inc. , fail s t o provid e adequat e documentatio n verifyin g th e appropriat e expenditure s o f th e $1,250,(X) 0 i

n offset s a s describe di n orde r subparagraph s 10(b) , 10(c) , 10(d) , an d10(e) , th e amoun t o f an y specifi c offset

item s no t adequatel y documente dshal l becom e du e an dpayabl e withi n 3 0 day s o f th e du e dat e o f th e certificatio n require db y paragrap h 11 ; 13
. Th e offset s describe di n subparagraph s 10(b) , 10(c) , 10(d ) an d10(e ) may b e amende d with th e approva l o f

th e Department' s Offic e o f Aviatio n Enforcemen t

an dProceedings
.I

f Delt aAi r

Lines , Inc. , intend s t o see k achang e i n th e typ e and/o r amoimt o f improvement s made , i t

mus t notif y an dobtai n approva l fro mth e Offic e o f Aviatio n Enforcemen t

an dProceeding s no t

late r tha n 1 5 day s prio r

t o th e dat e documentatio n i s du e pursuan t

t o orderin g paragrap h 11 ; an d 14
. Paymen t

shal l b e mad e b y wir e transfe r throug h th e Federa l Reserv e Communication s System , commonl y know n a s "Fe dWire, " t o th e accoun t o f th e U.S
. Treasury
. Th e wir e transfer s shal l b e execute di n accordanc e with th e attache dinstructions
. Thi s orde r

wil l becom e afina

l orde r o f th e Departmen t

1 0 day s after

it s servic e unles s atimely petitio n for

revie w i s file do r

th e Departmen t

take s revie w o n it s ow n initiative
. BY : ROSALIN D A
. KNAP P DEPUT Y GENERA L COUNSE L (SEAL )
A

n electroni c versio n o f

thi s document

i s availabl e a t

http://www
. resulations
. gov .