Template revised April 12, 2018.
COMMISSION
AGENDA MEMORANDUM
Item No.
7a
BRIEFING ITEM
Date of Meeting
October 22, 2019
DATE: September 12, 2019
TO: Stephen P. Metruck, Executive Director
FROM: Heather Karch, Aviation Facilities and Infrastructure Manager - Architecture
Jeffrey Brown, Director of Aviation Facilities and Capital Programs
SUBJECT: Accessibility Improvements at Seattle-Tacoma International Airport
EXECUTIVE SUMMARY
The purpose of this briefing is to update the Commission on the accessibility improvements
progress at Seattle-Tacoma International Airport (STIA) since the Open Doors Organization
(ODO) assessment was completed. In response to the Commission direction for Sea-Tac to be
the most accessible airport in the United States, ODO a non-profit organization focused on
improving accessible travel and tourism, was hired to evaluate STIA and produced the 2017
Open Doors Organization Accessibility Assessment Report.
The report included multiple recommendations that were prioritized by importance and
proposed time frame. Aviation Facilities and Infrastructure (F&I) is responsible for advancing
the implementation of the recommendations, as well as others identified internally, and
developed a tracking system that aligns each item with the department responsible. Aviation
staff has made progress on multiple recommendations in the subsequent 18 months. The
progress has been summarized into five categories: (1) passenger amenities, (2) passenger
information, (3) improved infrastructure, (4) staff training, and (5) engagement. The passenger
experience has improved in many ways: through additional amenities such as Aira
1
; improved
content through the website, app, and signage for within STIA; improved accessibility within
existing facilities at curbside and garage; additional accessibility focused customer service
training; and increased engagement for accessibility initiatives through stakeholder meetings
and conferences. In the next two years Aviation will continue to expand passenger amenities,
provide additional information for passengers, expand accessible infrastructure, increase our
number of Airport Volunteers, and expand community engagement. Progress to date is just the
start of our ongoing commitment toward improving the accessibility of STIA for all passengers.
1
Aira is an app-based service for individuals who are blind or have low vision. Powered by AT&T, Aira is
a service that instantly connects individuals to highly trained, remotely-located agents who provide visual
information on demand.
COMMISSION AGENDA – Briefing Item No. _7a___ Page 2 of 6
Meeting Date: October 22, 2019
Template revised September 22, 2016.
ACCESSIBILITY IMPROVEMENTS
ODO evaluated the accessibility of the facility and programs at STIA. The development of the
report included multiple stakeholder meetings and interviews with Port of Seattle Aviation
staff, community stakeholder meetings, and multiple on-site physical evaluations of the facility.
The resulting STIA Accessibility Assessment Report provided over 100 recommendations for
accessibility improvements that were prioritized as high or low and then further subdivided into
a two, five, or ten-year timeframe. A detailed tracking system was developed to identify the
department responsible for implementation, priority, and timeframe to track progress.
Meetings were conducted with multiple departments over the past 18 months to inform and
develop strategies for how to address recommendations in the report. The progress has been
summarized into five categories: (1) passenger amenities, (2) passenger information, (3)
infrastructure updates, (4) staff training, and (5) engagement Progress in any of these
categories helps improve the experience of all passengers, not just those with disabilities, and
brings STIA one step closer to becoming the most accessible airport in the United States.
Passenger Amenities:
Passenger amenities are services that STIA provides to improve the customer experience that
are specifically geared towards the needs of the disabled community but often benefit all
passengers. Current passenger amenities include:
(1) Aira is an app-based amenity that can be used in conjunction with custom glasses
that allows people with vision loss to have real time support from an Aira
representative who can “see”, either through the glasses or through the phone
camera, where the person is going. Innovation team led the effort to offer
complementary Aira service for passengers to use while at STIA.
(2) Hearing loop technology helps amplify sound for people with T-coil hearing aids,
which can be helpful in areas where there is background noise, such as passenger
seating and check-in areas. The Innovation team is currently piloting the use of
portable hearing loops at three Alaska Airlines service counters. In October there will
be additional portable hearing loops located in the following locations: Jet Blue ticket
counter, Gate B15 seating area, Delta Service Centers on A and B Concourses, Delta
accessible ticket counter, Airport Information Center by Checkpoint 4, Central
Terminal information kiosk, and Baggage Claim information kiosk by carousel 15.
(3) Sunflower lanyards were initially pioneered by Gatwick International Airport to help
self-identify passengers and staff that have hidden disabilities, such as brain trauma
or autism. F&I and Customer Service are promoting use of sunflower lanyards at
STIA, the first US Airport to introduce the concept. We will be distributing lanyards to
interested passengers as part of a press conference and Airport Volunteers or
Pathfinders will have them for future distribution. Sunflower lanyards will be included
in the Accessibility Awareness campaign in October. Additional engagement with
staff and passengers will be needed to introduce this concept.
(4) Customer Service team recently hired an Airport Volunteer Coordinator dedicated to
recruiting, training, and expanding volunteers at STIA. The Volunteer Coordinator is
also responsible for managing and expanding the therapy dog program and
COMMISSION AGENDA – Briefing Item No. _7a___ Page 3 of 6
Meeting Date: October 22, 2019
Template revised September 22, 2016.
coordinating frontline summer interns. The goal is to increase the number of
volunteers by 20% by end of Q4 2019.
(5) Customer Service team has options for passengers to communicate directly with an
airport customer service representative during business hours through social media
via Seattle-Tacoma International Airport Facebook messenger app or Twitter.
(6) Customer Service Frontline staff are equipped with electronic tablets with Language
Link app to provide additional communication options for passengers. Language Link
provides real time translation services for multiple languages with a live person
including sign language.
(7) Airport Dining and Retail tenants have recently been directed to have at least one
copy of their menu available in braille. Airport Dining and Retail tenants have also
been asked to keep closed captioning on for televisions within their space to
accommodate passengers with hearing loss.
Passenger Information:
Passenger information is related to the information STIA makes available to all passengers
through website, apps, or print resources. Current passenger information available includes:
(1) Improved quantity and quality of website content related to accessibility at STIA and is
available within two clicks from the Port of Seattle homepage. A dedicated email
address was created for the ADA Coordinator, available on the website, for passengers
who have accessibility related concerns and a grievance form has been added to comply
with Title II requirements.
(2) STIA mobile app development includes multiple features related to accessibility
including the option to choose an accessible path for wayfinding that navigates to
elevators versus escalators.
(3) Signage at elevator banks in baggage claim will be updated to include additional
information regarding passenger assistance services.
(4) To assist passengers needing wheelchair assistance, information is included in a rotating
spot on the digital screens located above baggage claim carousels. We are in the process
of updating directories to reference the Port of Seattle Accessibility website that
provides additional information on how to arrange for wheelchair service with the
airlines.
(5) In October 2019 Port of Seattle is launching an Accessibility Awareness Campaign within
STIA with promotional signage to highlight current initiatives, promote the Wings for
Autism Event with Alaska Airlines, promote the sunflower lanyards, and a press
conference with representatives from the local disability community.
(6) Moving forward with the support of External Relations, there will be ongoing efforts to
promote important accessibility services at STIA to increase awareness and usage of
resources and amenities. The airport accessibility communications plan includes
systematic management of the Port webpages dedicated to accessibility and all
proactive moments will be amplified on social media and in the public e-newsletter,
Connections.
COMMISSION AGENDA – Briefing Item No. _7a___ Page 4 of 6
Meeting Date: October 22, 2019
Template revised September 22, 2016.
Infrastructure Updates:
Infrastructure updates are related to the physical infrastructure systems of STIA, including
signage, that is available for all passengers. Current infrastructure improvements include:
(1) Upper and lower curbs are being updated to meet current code requirements for
accessibility including additional curb cuts or eliminating the curb altogether.
Estimated completion is expected in 2021. Signage has been added at baggage claim
level to direct passengers to the available accessible entrances.
(2) Garage elevator vestibules and lobbies are being updated to improve accessibility and
additional identification graphics will be added.
(3) New lighting standards are being developed and will address concerns of fluorescent
lighting and uneven lighting levels.
(4) Signage master plan will address multiple recommendations such as appropriate use
of floor graphics, walking times, and location and height of the Flight Information
Display System and directories throughout the terminal and garage.
(5) Unlawful Discrimination Signage is being updated throughout STIA with current
contact information for Port Counsel and ADA Coordinator.
(6) Recently renovated North Satellite includes an adult changing table in the family
restroom. Additional adult changing tables are included in future projects such as IAF
and the restroom renovation project.
(7) Expansion of the Employee Resource Center will displace the existing meditation
room. Updated design and location for meditation space will also include a dedicated
sensory space to accommodate passengers with sensory processing issues or autism.
(8) The need for additional seating throughout STIA is being addressed through new
purchases or by repositioning seating from areas that are under construction. New
gate seating has power integrated into seating assembly.
(9) North Satellite phase 1 and Concourse D Annex installed Flight Information Display
Screens, FIDS, at lower height and incorporated additional visual paging capabilities
within the FIDS screen bank.
(10) Emergency Preparedness has purchased additional evacuation chairs for stairwells.
(11) Updated areas of rescue assistance signage throughout STIA.
(12) Project has been proposed to update baggage claim level ramps to lower curbside to
meet current code requirements.
Staff Training:
Staff training addresses our internal efforts to provide accessibility specific training to Port of
Seattle airport staff and non-Port of Seattle personnel. Current training initiatives include:
(1) WE ARE SEA training has a dedicated section related to passengers with disabilities
including a handout specifically focused on appropriate communication skills and best
practices.
COMMISSION AGENDA – Briefing Item No. _7a___ Page 5 of 6
Meeting Date: October 22, 2019
Template revised September 22, 2016.
(2) Training department is currently developing a new online training course for all airport
employees that will focus on customer service and awareness related to passengers
with disabilities.
(3) Multiple meetings have been conducted with Port of Seattle staff to review
recommendations in the report and strategize next steps towards implementation.
(4) In 2019 F&I staff participated in a three-day workshop - Accommodating Passengers
with Disabilities, led by Open Doors Organization, to increase knowledge of airport
related accessibility regulations and requirements.
(5) Emergency Preparedness (EP) has developed an Airport Mass Evacuation Plan that is
incorporated into the Learning Management System for badged employees. EP is also
actively developing a mass notification system for STIA, IPAWS, to be able to quickly
alert people of an emergency at STIA through mobile phone alerts.
Engagement:
Engagement includes our efforts to engage with both the professional and passenger focused
community to increase our overall knowledge, interact with stakeholders, and promote STIA’s
current efforts. Recent engagement includes:
(1) In 2018 F&I Staff were invited to participate in a panel at the Universal Access in
Airports Conference to discuss the improvements made to the website. The
conference was an opportunity for staff to connect with other STIA personnel, learn
about other accessibility initiatives, and promote the efforts underway at STIA.
(2) In 2019 F&I Staff were invited to participate in a panel at the FAA Civil Rights
Conference to discuss the accessibility services that STIA provides. During the
conference STIA was referenced several times by other attendees as a leading airport
for accessibility.
(3) On July 25, 2019 F&I, Innovation, and External Relations staff met with Larry
Watkinson, WASHDOT ADA Coordinator and person with vision loss, to participate in a
mock walk through from check-in to a gate using Aira. Larry used Aira through his
phone app along with his vision assistance dog.
(4) In May 2019 F&I and Customer Service organized the first meeting of the Seattle-
Tacoma Accessibility Advisory Committee (STAAC) which included stakeholders who
had participated in the original Open Doors stakeholder meetings in 2017. The
purpose was to partner with external stakeholders to increase communications about
accessibility issues.
(5)
Conclusion and Next Steps:
Aviation staff are committed to making STIA the most accessible airport in the country with a
coordinated interdepartmental effort over multiple years. The progress we have made to date
has already improved the reputation of STIA within the aviation community as an organization
committed to improving accessibility. The goal is an ongoing commitment to accessibility,
integrated within all the efforts and projects to date and in the future. While many efforts can
COMMISSION AGENDA – Briefing Item No. _7a___ Page 6 of 6
Meeting Date: October 22, 2019
Template revised September 22, 2016.
be implemented quickly such as information updates on the website, other projects such as
major infrastructure changes or major signage changes require significant investment and time
to complete. In 2020 F&I will hire a full time ADA Coordinator to address the Title II
requirements at our Aviation and Maritime Facilities. The responsibilities of the ADA
Coordinator, both administrative and project management related, have increased as we
implement more recommendations, receive additional passenger feedback, and address Title II
requirements. Multiple initiatives will continue to move forward in 2020, including but not
limited to the following. F&I will continue to address the recommendations in the report and
perform a comprehensive self-audit to identify new opportunities for improvements needed as
STIA continues to expand and redevelop its facilities. The training and development team, in
coordination with F&I, will continue to develop accessibility focused online and in person
training. The STIA app and website are ongoing projects, being updated regularly as new
information is available or to address new needs. The website will be evaluated for Web
Content Accessibility Guidelines (WCAG) v 2.1 compliance and text maps will be added to
improve wayfinding for passengers with vision loss. In partnership with External relationships
we will identify new, deeper opportunities for community engagement with ADA advocacy
groups and disabilities organizations as well as accessibility travel sites and local destination
marketing organizations and public agencies. Improving the customer service experience for
passengers with disabilities will improve the experience for all whether it is through thoughtful
interaction with an Airport Volunteer or providing relevant, easy to access information on the
STIA app and website. A focus on accessibility is a commitment to ensuring a world class
experience for all passengers and staff.
ATTACHMENTS TO THIS BRIEFING
(1) Presentation slides
PREVIOUS COMMISSION ACTIONS OR BRIEFINGS
None
