Item No. 11a_supp
Meeting Date: January 26, 2021
2020 Accessibility Improvements at
Seattle-Tacoma International Airport
Heather Karch, Aviation Facilities and Infrastructure Manager - Architecture
Chelsea Rodriguez, Airport Volunteers & Customer Accessibility Manager

Overview
Guiding Principles
Background and Progress
Facility Updates
Customer Service Updates
Engagement Updates
Conclusion


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Guiding Principles
Goals:
SEA most accessible airport in the USA
Exceed accessibility requirements
Innovative leader in aviation
accessibility
Align with SEA brand promise of an
elevated customer experience
Areas of Focus
Facilities
Customer Service
Engagement
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Accessibility is Continuous Improvement Process
2018 ODO Report issued
Inter-departmental effort led by F&I and Customer Service
Ongoing discussions with SEA Accessibility Advisory Committee to
prioritize remaining items
65% of recommendations are complete or in progress (70/108)

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FACILITY UPDATES

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SEA's First Sensory Room
Opening February 2021
Provides restorative space for
passengers with autism and
sensory processing disorders
Design process included
expanded stakeholder
involvement

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Improved Signage in Terminal



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Improved Signage at Garage and Curbside



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CUSTOMER SERVICE UPDATES

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Digital Communication Strategies
Website + SEA App Enhancements
Fine-tuned language
Expanded FAQs/Helpful Links
Highlighting Accessibility
Social story
Text for Assistance Feature Added
Customer Service staff can
communicate via live chat during
business hours

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SEA's First Social Story
COVID-19 Social Story
Pre-travel resources were needed to
better serve the autism community
Arc of King County + Washington
Autism Alliance & Advocacy
stakeholders
Includes current photos, simple
sentences that explain travel
journey, sensory icons, COVID-19
signage, and more
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Hidden Disabilities Leader
Sunflower Lanyard Growth
SEA 1st in US to offer
Discreet signal to staff of a
passenger's hidden disability
2020 national growth and
increased momentum
SEA champion of program
within aviation community
Map from Hidden Disabilities website

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Training Staff for Success
Customer Service Standards Manual Created
Brings standards across SEA into 1 document
Accessibility integrated
Expanded Training
Excellent Customer Service for People with
Disabilities e-learning
Volunteer Program Enhancements
Program adjustments to better meet the needs
of passengers with disabilities
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ENGAGEMENT UPDATES

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SEA Accessibility Advisory Committee
Launched a revised Accessibility Advisory Committee
Constructive platform for discussing accessibility related initiatives,
challenges, and opportunities
Quarterly meetings with additional project specific meetings or tours


Image Source: https://www.ajc.com/news/local/worksource-dekalb-host-disability-awareness-forum-recruiting-event/pBUIZJxtL269yeX4HQqERN/

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Engaging with a Wider Audience



For more information on Hackathon https://www.youtube.com/watch?v=pMs273QlQfQ & https://youtu.be/EMasruj6NqE

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Conclusion and Next Steps
Ongoing commitment to
achieving most accessible
airport experience in USA
Looking forward in 2021:
Opening Sensory Room
Launching new staff training
Enhancing digital communication
content and access
Further engaging with SEA
Accessibility Advisory Committee

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