COMMISSION 
AGENDA MEMORANDUM                        Item No.          11a 
BRIEFING ITEM                            Date of Meeting      January 26, 2021 
DATE:     December 29, 2020 
TO:        Stephen P. Metruck, Executive Director 
FROM:    Heather Karch, Aviation Facilities & Infrastructure Manager - Architecture 
Chelsea Rodriguez, Airport Volunteers & Customer Accessibility Manager 
SUBJECT:  2020 Accessibility Improvements at Seattle-Tacoma International Airport 
EXECUTIVE SUMMARY 
The purpose of this briefing is to update the Commission on the accessibility-related progress
from the Open Doors Organization (ODO) assessment at Seattle-Tacoma International Airport
(Airport), and to share general accessibility-related highlights outside the scope of the original
ODO report. Despite the challenges associated with COVID-19, there have also been
opportunities to improve accessibility. In some cases, COVID-19 has even accelerated the
urgency and subsequent rollout of improvements. As a result, the Airport has been able to
make concrete accessibility related progress during a year that brought many unprecedented
challenges to air travel. The briefing outlines accessibility-related progress grouped into three
categories  Facilities, Customer Service, and Engagement. Accessibility can and should be
viewed holistically, thus there is overlap between these three categories. Specifically, our
engagement efforts within the disability community have helped inform facility changes and
customer service improvements.
The ODO Accessibility Assessment Report completed in March 2018 lists 108 recommendations
to improve accessibility at the Airport. The assessment frames recommendations between low
and high priority, and further subdivides into 2, 5, and 10-year time frame suggestions. In less
than 3 years, 65% of ODO assessment recommendations are either completed, or in progress.
We have used these recommendations as a foundation for our overall effort, but they are just a
starting point as we continually look to improve accessibility at the Airport.
Despite the challenges associated with 2020, the passenger experience has improved in many
ways. Highlights outlined include: 
The upcoming completion of the Airport's first Sensory Room, which is a calming space
for  passengers  (of  all  ages)  with  autism,  sensory  processing  disorders,  or  other
neurological diversity; 
The creation of the Airport's first social story, aimed at the autism community, which is
a pre-travel resource with images, sensory icons, and simple sentences that explain the
travel experience during a world of social distancing and mask wearing. 

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Meeting Date: January 26, 2021 
The re-launch of the SEA Accessibility Advisory Committee (SEA AAC) with fresh voices
and perspectives providing a constructive platform for discussing accessibility related
initiatives, challenges, and opportunities; 
These 3  highlights  are a few of many listed below, which demonstrate the Airport's
commitment to advancing ODO recommendations. 
In 2021, the Airport will build upon this past year's work by opening the International
Arrivals Facility with accessibility amenities including an adult changing table, Service Animal
Relief Area, and nursing room; strategically expanding the volunteer program to both better
meet the needs of travelers with disabilities, and reflect our community; and, piloting a new
airport dress rehearsal program, which will build upon the success of the existing Wings for
Autism event, by providing additional opportunities where travelers with disabilities can
"practice" an upcoming travel experience amongst other efforts. Central to this work will
be continuing to engage with SEA AAC and the disability community, generally, while
continually looking to improve our facility and customer service to meet the goal of
becoming the most accessible airport in the nation. 
FACILITY UPDATES 
Facility updates are related to the physical infrastructure systems of the Airport, including
signage, that are available for all passengers. Current facility improvements include: 
Sensory Room 
We are in the final stages of opening the Airport's first Sensory Room to address the needs of
passengers with autism, sensory processing, or other neurological diversity. The room is
intended as a calming space and was designed to address the diverse needs of the passengers.
Specialized furniture and finishes were selected to allow for a variety of levels of interaction
and includes additional acoustic insulation to limit disturbance to the adjacent meditation
room. Within a small space we were able to create a unique environment including a backlit
ceiling that mimics a star-filled night sky, rocking chair, squeeze chair, and large scale "rock"
pillows, that create opportunities to address multiple types of sensory feedback needs of our
passengers. 
Feedback from both internal and external stakeholders within the disability and aviation
community shaped many design decisions including the development of a new wayfinding
symbol for the room. Currently there is not a universal symbol for sensory spaces. Airport 
Signage  and  Graphics  team  developed  multiple  options  that  were  vetted  by  external
stakeholders. An unexpected highlight was the opportunity to commission a custom wall
graphic from a local artist, June Sekiguchi.  We look forward to providing this new amenity to
improve the passenger experience for those whom the airport experience can be especially
challenging. 

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Meeting Date: January 26, 2021 
Signage 
The Signage Team has made multiple accessibility related improvements throughout the
airport, specifically in baggage claim and along curbsides to increase information about
wheelchair support and amenities.
(1) The ramps connecting the arrivals curbside to the baggage claim level are now clearly
marked as to whether they are accessible or not. The Signage Team gathered feedback
about the wheelchair related language from SEA AAC.
(2) The Signage Team continues to collaborate with Commercial Management to improve
the layout and content of directories throughout the airport. 
(3) To support passengers with no or low vision braille transcriptions will be included in the
signage packets for each location where the upcoming biometric screening operation
will be implemented.  The braille handouts include the relevant information that is
shown on signage that was previously unavailable to those without sight. Periodic audio
announcements of the program will also be included in the program rollout. 
(4) Concourse B and D signage was updated to remove inconsistent patched signage to a
fully illuminated sign system throughout concourses. 
(5) Based on stakeholder feedback and the importance of signage and wayfinding to the
passenger experience, we plan on creating a SEA AAC Signage and Wayfinding
Subcommittee to focus on signage and wayfinding throughout the existing airport and
for upcoming projects.
Garage and Curbside 
(1) The Parking Revenue Infrastructure Project is adding a total of five electric vehicle
charging stations at accessible parking spots, two on level four and three on level seven. 
(2) The first phase of the elevator cores upgrade is almost complete and includes improved
large-scale graphics and spelling out the colors of each core to address passengers who
are color blind.  The second phase of elevator core improvements include graphics
within the elevator that relate to the Pacific Northwest Sense of Place and reinforce
wayfinding. 
(3) Starting in 2021, the Airport will offer a 90% discount on prearranged accessible vehicle
permits. The prearranged accessible vehicle permit is only for accessible vehicles and
use related to passengers with reduced mobility.  The permit allows cardholders to
pickup and drop-off curbside for passengers with reduced mobility. The reduced permit
price will allow for wider scale adoption of the program since a larger number of
organizations will be able to purchase them. 
Restrooms 
A new restroom opened on Concourse D that is the first in a large renovation program that will
add and update restrooms on Concourses B, C, and D. A majority of the new restrooms are

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COMMISSION AGENDA  Briefing Item No. 11a                                 Page 4  of 7
Meeting Date: January 26, 2021 
wider than normal ambulatory stalls that also include handrails. The handrails are helpful for a
wide range of passengers including the elderly or those with reduced mobility. We continue to
get positive feedback about the new family restroom in North Satellite and seek more
opportunities to include amenities such as adult changing tables and integrated Service Animal
Relief and nursing spaces in upcoming projects.
CUSTOMER SERVICE UPDATES 
Customer service is continually embedded into the Airport's decisions. Similarly, accessibility is
integrated into Customer Service initiatives. Customer Service-related updates include: 
Social Story 
Customer Experience determined there was a need to elevate our pre-travel resources for the
autism community. With valuable guidance and feedback from Arc of King County and
Washington Autism Alliance & Advocacy stakeholders, a COVID-19 specific social story and
resource guide were created before the busy holiday travel season. Social stories are widely
used in the autism community as preparation tools for upcoming social situations. The Airport's 
social story includes current photos that highlight mask wearing and social distancing, simple
sentences that explain steps in the travel journey, sensory icons to identify possible sensory
triggers, sample COVID-19 signage that travelers will see, maps, links to helpful resources, and
more! Due to COVID-19 travel changes, the need for this resource accelerated, and the social
story was created a year earlier than previously planned. The Airport's social story helps
prepare travelers with autism, and others that might find it useful, for a world of mask wearing
and social distancing. It is available for download on the Airport's website and FlySEA app. 
Sunflower Lanyards 
In October 2019, the Airport became the first in the nation to participate in the sunflower
lanyard program. Originally pioneered by Gatwick International Airport to help identify and
better meet the needs of passengers with hidden disabilities, such as autism and PTSD. At the
Airport, travelers benefit from increased awareness of their needs by wearing the optional
sunflower lanyard.  Airport Pathfinders, customer service staff, volunteers, and the airport
community then know that a traveler wearing the lanyard may need additional support.
Depending on the situation, our team can then tailor their customer service approach. Since
launching the program at the Airport, there is growing sunflower lanyard momentum and it has
been introduced at other national airports. To support the program's growth, the Airport has
participated in exploratory conversations with over a dozen other airports, as well as launched
a quarterly working group of other national airports who are already participating or plan to.
Although sunflower lanyards are outside the scope of the ODO report, it is an important added
amenity for passengers with hidden disabilities. Participating in the program complements
existing accessibility offerings, such as our social story and upcoming sensory room. 
Website Updates 
The Airport website has been fine-tuned to better publicize important amenities, such as the
Aira app service for passengers who are blind or low-vision, sunflower lanyards, the wheelchair

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COMMISSION AGENDA  Briefing Item No. 11a                                 Page 5  of 7
Meeting Date: January 26, 2021 
reservation process, and more. The website has updated language, additional accessibility
frequently asked questions (FAQs), and expanded useful links. Additionally, accessibility-related
content was also integrated into a new Customer Service FAQ widget. The widget is a new
Airport web tool where customers ask questions and template responses based on topic are
generated. If customers cannot find the answer to what they're looking for on the FAQ widget,
it will directly open a case with the Airport's Customer Care team, which will personally respond
to assist and/or provide guidance. The Airport's website was referenced as a positive example
during a recent ODO Fostering Independence for Travelers with Disabilities webinar. 
Text for Assistance 
During business hours, passengers can now text for assistance and interact with a Customer 
Communications team member. This new service allows for a contactless interaction with
customer service. As noted in the ODO assessment, embracing technology facilitates customer
communication, and is an efficient way to connect with travelers with disabilities. 
SEA App 
The Innovation team updated the FlySEA mobile app to greater highlight accessibility
information. These updates include a dedicated Accessibility button, available to users on the
front page. The app provides information about the Airport's wide range of accessibility
services including wheelchair services, auditory and vision assistance, accessible routes of
travel, and information for travelers with hidden disabilities. The Airport's social story can also
be conveniently accessed. 
Customer Service Standards 
The Airport's Customer Service Standards manual was developed for the benefit of all airport
customers and outlines the customer service expectations for all Airport  employees and
volunteers, regardless of employer. The manual has been written to standardize employee
interaction performance across the airport.  An aim is for these standards to bring customer
service  consistency  throughout  the  passenger  journey.  Accessibility  customer  service
expectations, such as using 'people-first' language, have been integrated into the standards.
The customer service standards in this manual will serve as the criteria to formally evaluate
employee and volunteer interactions and the overall customer service experience at the
Airport. 
Training 
The Airport's Learning team is in the final stretch of a new Excellent Customer Service for People
with Disabilities e-learning for all badge holders. This e-learning builds upon existing training
content to further customer service accessibility best practices. The training includes an
emphasis on general disability etiquette, 'people-first' language, familiarization with the
Airport's amenities such as sunflower lanyards and includes scenarios that reinforce customer
service expectations.  The training was also shared with SEA AAC for their feedback before
finalization. 

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COMMISSION AGENDA  Briefing Item No. 11a                                 Page 6  of 7
Meeting Date: January 26, 2021 
Volunteer Program 
Although paused since March 2020, training and program refinements have been made to
ensure volunteers are poised to better meet the needs of travelers with disabilities when they
return. Prior to the pause, the program was on track to significantly increase therapy animal
volunteer teams and roster size overall. A larger volunteer program will allow for greater
customer service reach for all, including travelers with disabilities. 
ENGAGEMENT UPDATES 
Engagement includes our efforts to engage with both the professional and passenger focused
community to increase our overall knowledge, interact with stakeholders, and promote the
Airport's current efforts.  It is worth noting that the Airport has been referenced as a positive
example at multiple conferences this year including Open Doors Organization's Fostering
Independence for Travelers with Disabilities Through Innovative Design and Technologies 
webinar. Engagement activities in 2020 include: 
SEA AAC 
In July 2020, the Airport's Facility and Infrastructure (F&I) and Customer Service departments 
relaunched the SEA Accessibility Advisory Committee with a new group of external stakeholders
including members of Arc of King County, Transportation Security Administration, Delta
Airlines, Alaska Airlines, Washington Department of Transportation, King County Metro, Sound
Transit, and other subject matter experts to represent diverse perspectives of the disability
community. The Committee met for a second time in October 2020 and plans on meeting on a
quarterly basis with additional project specific meetings as needed. Customer Service creates a
monthly newsletter to provide Airport related updates and stay connected in between
quarterly meetings. In the first 6 months, the Committee has provided valuable feedback about
projects currently in design and disability related impacts of operational changes. 
Aviation Industry Outreach and Advocacy 
(1)    In January 2020, Airport Magazine highlighted accessibility initiatives at the Airport
including the launch of the sunflower lanyard program, hearing loop technology, Aira,
SEA app updates, and other facility related improvements.
(2)    In February 2020, F&I and Customer Service staff were included in a video production
created as part of the IATA/Microsoft Hackathon event. The video was launched at the
IATA Global Accessibility Symposium in October 2020 and highlighted the Airport's 
commitment to improving accessibility. In addition, F&I Staff were invited to be a
member of the jury panel for the Hackathon.  The 2020 Hackathon challenge was to
develop technical solutions to enhance the booking experience for passengers travelling
with mobility aids using and/or tracking of mobility aids. 
(3)    In August, F&I Staff presented on a panel at the FAA Civil Rights Conference to discuss
the nursing and lactation spaces at the Airport. 


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COMMISSION AGENDA  Briefing Item No. 11a                                 Page 7  of 7
Meeting Date: January 26, 2021 
Advocacy 
(1) In 2020 we expanded our communication strategy to include blogs about accessibility
related issues.  In July 2020, Customer Service and F&I staff co-authored a blog to
highlight accessibility initiatives in honor of the anniversary of the signing of the
Americans with Disability Act. In November 2020, Customer Service authored one
highlighting the success of sunflower lanyard program and growth over the past year. In
addition, Customer Service launched the first Airport social story for passengers with
autism. In February 2021, F&I will author a blog to correspond with the opening of the
Sensory Room. 
(2) Recently the producers of Explorable podcast reached out to Airport staff to discuss
recording a podcast about accessibility initiatives at the Airport. Explorable is a podcast
about travel, disability, and inclusion. The team met with the Explorable team to discuss
and plan on recording in January. 
CONCLUSION AND NEXT STEPS 
Staff is committed to making the Airport the most accessible airport in the country with a
coordinated interdepartmental effort and engagement with the disability community. We have
shown real progress during this challenging year and continue to reflect this commitment
through our actions.  The re-establishment and engagement of the SEA AAC is a promising
effort that will continue to provide valuable feedback; all passengers will benefit from the
increased focus on information communicated through the app, website, and signage as well as
access to live customer service staff via text message; our passengers with hidden disabilities
will benefit from the addition of the Sensory Room and social story and expansion of the
sunflower lanyard program; and the integration of accessibility information into required staff
training ensures that all staff have increased awareness of accessibility.  We continue to
represent the Airport  within the broader community through speaking opportunities at
conferences and other media opportunities. Our progress this past year reflects our ongoing
commitment to improving accessibility and reinforces the reputation of the Airport, within the
aviation community as a leader in accessibility initiatives.
ATTACHMENTS TO THIS BRIEFING 
(1)   Presentation slides 
PREVIOUS COMMISSION ACTIONS OR BRIEFINGS 
October 22, 2019  Accessibility Improvements at Seattle-Tacoma International Airport 



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