Item No.11b supp
Meeting Date:   March 22, 2022
SEA Airport Accessibility Program
2022 Update

Heather Karch, Aviation Facilities and Infrastructure Manager  Architecture
Chelsea Rodriguez, Airports Volunteers & Customer Accessibility Manager

Overview
Guiding Principles
Background and Progress
Facilities Update
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
Areas of Focus
Facilities
Customer Service
Engagement
3

Accessibility is Continuous Improvement Process
Interdepartmental effort since
2018 following Open Doors
Organization Evaluation
Ongoing engagement with SEA
Accessibility Advisory Committee
70% of recommendations are
complete or in progress

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FACILITY UPDATES

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Sensory Room Opened April 2021
"I am consistently overwhelmed by all ofthe very intense and persistent sensoryfeedback involved in travel. I also have avery hard time with standing all the time,
and sitting in hard chairs. The sensory
room is genuinely incredible. The first
time I found it was an accident, and I
called three of my disabled friends to let
them know that it existed. Two of them
have since let me know that it was
immensely helpful in easing their travel."
- Passenger feedback
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Sensory Room

"I just want to say how amazing It is that this room exists. I have been autistic all my life, and at 19, this was of the veryfirst time I ever felt accommodated in the world. It is a wonderful, necessary room and I am so, so thankful that it exists.I found it on accident, because I am often looking for a quiet dark spaces away from everyone. I loved being able to
takeoff my shoes, wear my headphone ear protection without people staring judgmentally, and rock and stim as
needed. Thank you so much."  Passenger feedback
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Service Animal Relief Areas
New Indoor and Outdoor Facilities




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Signage



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Accessible Seating



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CUSTOMER SERVICE UPDATES

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Customer Service Background
Systematic approach          At Seattle-Tacoma International
Programs + Services       Airport (SEA), we promise to
create through a passionate
Staff Training              service culture, an elevated travel
experience that's inspired by the
Customer                 original nature of the
Pacific Northwest
Communication
Customer Feedback
Quality Assurance


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Programs + Staff
Programs + Services
Sunflower Lanyards
Wheelchair Service
Staff Training
E-learning
Digital Staff Training

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Customer Communication + Feedback
Customer Communication
Leveraging technology
Pre-visit and on-site resources
Customer Feedback
QR Code Surveys
Business Intelligence
Wheelchair Study

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Quality Assurance Program
Supports SEA Customer
Service Standards Manual
A tool to evaluate customer
engagement performance
Accessibility integrated


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ENGAGEMENT UPDATES

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Disability Community Engagement
SEA Accessibility Advisory
Committee
Regular outreach with
disability community
members and organizations
External Relations initiatives

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Aviation Industry Advocacy
Sunflower Lanyard
Working Group leadership
Conference participation
Podcast participation
Aviation industry
publications
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Conclusion and Next Steps
Ongoing commitment to becoming most
accessible airport in the nation
2021 FAA Civil Rights Partner award
4 Star Skytrax recognition
Looking forward to in 2022
Increasing awareness of programs and amenities
Expanding volunteer roster
Auditing terminal facility
Continued engagement with SEA AAC and
disability community
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