H DISABILITIES HAVE MORE THAN DOUBLED SINCE BEFORE THE PANDEMIC. ACCORDING TO THE DEPARTMENT OF TRANSPORTATION. THE SITUATION HAS GOTTEN SO BAD THE DEPARTMENT RECENTLY ANNOUNCED AIRLINE TRAVELERS WITH DISABILITIES BILL OF RIGHTS TO HELP PEOPLE UNDERSTAND THEIR PROTECTIONS UNDER FEDERAL LAW.
SOME AIRPORTS ARE STEPPING UP TO ENSURE PASSENGERS HAVE A SMOOTH RIDE. OUR SPECIAL CORRESPONDENT REPORTS. >> ON A SATURDAY MORNING IN EARLY AUGUST, MAGGIE WILLIE AND HER SERVICE DOG ARRIVE AT THE MINNEAPOLIS-ST.
PAUL INTERNATIONAL AIRPORT. AIR TRAVEL ISN'T AT THE TOP OF MOST PEOPLE'S LISTS OF FAVORITE THINGS TO DO THESE DAYS. IT IS NO DIFFERENT FOR WILLIE.
>> FLYING IS STRESSFUL, THERE'S A LOT OF UNKNOWNS. I'VE HAD MY WHEELCHAIR DAMAGED. WHEN I GOT TO MY NEXT DESTINATION, IT WAS BROKEN.
>> SHE HAS A NEUROMUSCULAR DISEASE CALLED PRIMARY LATERAL SCLEROSIS. LUCKILY TODAY, THEY ARE NOT FLYING ANYWHERE. THEY ARE TAKING A PRACTICE RUN THROUGH THE AIRPORT SO BOTH FEEL MORE PREPARED WHEN THERE IS A REAL TRIP.
>> I HAVEN'T FLOWN FOR A LONG TIME. I WANTED TO SEE WHAT WAS NEW BECAUSE IT TAKES AWAY SOME OF THE STRESS WHEN I ACTUALLY GO FLYING. >> IT IS PART OF A PROGRAM CALLED NAVIGATING MSP.
>> WHAT DO WE DO NEXT? >> CHECK IN. >> ONE SATURDAY A MONTH, PEOPLE WITH SPECIAL NEEDS CAN COME TO THE AIRPORT TO GET FAMILIAR WITH THEIR TRAVEL PROCESS WITHOUT THE PRESSURE OF HAVING TO CATCH AN ACTUAL FLIGHT.
>> WHERE IS THE PLANE? >> FIRST WE HAVE TO DO OUR TICKETS. >> THE PROGRAM WAS ORIGINALLY GEARED TOWARDS CHILDREN WITH AUTISM, LIKE TATE MORRIS.
HIS FAMILY IS PREPARING FOR A TRIP IN OCTOBER. >> WE ARE GOING TO ORLANDO, DISNEY. >> ARE YOU EXCITED TO GO TO DISNEY WORLD?
>> YES, I'M GOING TO GO ON THE RIDES. >> PEOPLE CAPS ON ASKING IF WE CAN COME OUT AND GET A FEEL FOR WHAT THIS IS GOING TO BE LIKE. >> PHIL BERG, IN CHARGE OF CUSTOMER EXPERIENCE, LAUNCHED THE PROGRAM FOR FAMILIES IN 2013, AND ONE FOR SERVICE DOGS AND THEIR HANDLERS THE NEXT YEAR.
>> I WANT TO MAKE IT THE MOST ACCESSIBLE AIRPORT IN THE WORLD. >> THE AIRPORT CREATED A TRAVELERS WITH DISABILITIES ADVISORY COMMITTEE KEEPING DISABILITY FRONT AND CENTER. IT OFFERS AN ARRAY OF SERVICES, LIKE A LANYARD WITH SUNFLOWERS THAT ALERTS STAFF TO TRAVELERS WITH HIDDEN DISABILITIES LIKE HEARING LOSS, AND FREE ACCESS TO AN APP PEOPLE WITH LOW VISION OR BLINDNESS CAN USE TO NAVIGATE THE TERMINAL INDEPENDENTLY.
>> A GENTLEMAN SIX FEET IN FRONT OF YOU. >> IT IS NOW CONSIDERED A LEADER WHEN IT COMES TO ACCESSIBILITY. >> IT IS THE RIGHT THING TO DO TO MAKE SURE WE HAVE DONE EVERYTHING WITHIN OUR POWER TO MAKE THAT JOURNEY OUR CUSTOMERS ARE ON EQUITABLE AND ACCESSIBLE.
>> IT HAS BEEN AT LEAST EIGHT YEARS SINCE MAGGIE WILLIE HAS FLOWN. SHE SAYS THE IMPROVEMENTS ARE CLEAR. >> PEOPLE ARE MORE EDUCATED AND THEY ARE MORE SERVICES AT THE AIRPORT.
>> AFTER WILLIE AND THE CANINE GROUP GO THROUGH SECURITY, THEY GO TO THE NEWEST EDITION, THIS MOCK AIRPLANE CABIN. IT WAS PREVIOUSLY USED TO TRADE FLIGHT AND CABIN CREWS IN ATLANTA. DELTA PAID TO HAVE IT TAKEN APART AND SHIPPED LAST FALL, WHERE IT WAS REASSEMBLED AND READY FOR ITS NEW PURPOSE, EDUCATING TRAVELERS.
IT IS THOUGHT TO BE THE FIRST FACILITY OF ITS KIND. DELTA PILOT IAN THERE IT GIVES THESE TOURS ON HIS TIME OFF. >> WE TALKED ABOUT THE BEST SEAT IS THE MIDDLE.
>> THE WINDOW SEAT HAS LESS FOOT ROOM FOR THE DOGS, AND I'LL SEAT, THEY CAN GET STEPPED ON. A TEAM OF OTHER VOLUNTEERS COACHES THE DOGS AND THEIR HANDLERS. IN THE NEW CABIN, MAGGIE WILLIE CAN PRACTICE USING THE TRANSPORT CHAIR.
A SMALL WHEELCHAIR THAT FITS DOWN THE NARROW AISLE. >> MY DISABILITY CHANGES, I HAVEN'T ALWAYS USED TRANSPORT CHAIRS. NOW I WOULD NEED TO.
HAVING PASTEL HAVE AN OPPORTUNITY TO PRACTICE GETTING IN BETWEEN THE SEATS AND FINDING HER SPACE. THERE YOU GO. GOOD GIRL.
IF SHE CAN PRACTICE AHEAD OF TIME, IT IS LESS STRESS FOR HER. WE GET LESS WORN OUT. >> SHE SAYS THE NEW CABIN DOES MORE THAN ALLOW THEM TO PRACTICE.
>> ACKNOWLEDGING WE ARE TRAVELERS, TOO. AND WE WANT TO HAVE THE SAME EASY EXPERIENCE AS EVERYBODY ELSE. >> IT WILL ALSO BE USED TO TRAIN EMERGENCY RESPONDERS AND THE AIRPORT PERSONNEL WHO PROVIDE WHEELCHAIR ASSISTANCE.
>> MY NAME IS RICH. I'M ALSO THE FATHER OF A SON WITH AUTISM. >> ANOTHER DELTA PILOT HELPED FACILITATE THE CABIN'S MOVE FROM ATLANTA.
TODAY HE IS LEADING THE OTHER TOUR FOR FAMILIES. >> WHAT IS YOUR NAME? >> TATE MORRIS.
>> HIS MOM SAYS A BUSY AIRPORT CAN BE DIFFICULT. >> WE NEVER KNOW WHAT IS GOING TO TRIGGER A BEHAVIOR OR A MELTDOWN. SOUNDS ARE SOMETIMES TRIGGERING.
IT IS TOO LOUD, TOO MANY PEOPLE TOO CLOSE TO HIM. AWAITING IS A STRUGGLE IF SOMETHING IS SUPPOSED TO HAPPEN AT 1:00. HIS EXPECTATION IS SOMETHING HAPPENS AT 1:00.
>> LIKE TODAY WHEN THE REAL LIVE AIRPLANE IS LATE GETTING TO THE GATE. THE THERAPY DOG WORKS THE CROWD TO KEEP THE KIDS CALM. >> WAIT AT THE GATE.
>> HE WAS GIVEN A DECK OF IMAGES LAYING OUT THE EVENTS MAKING THE PROCESS MORE CONCRETE AND MORE PREDICTABLE. >> YOU SIT ON THE PLANE, PUT ON YOUR SEATBELT. THE WEEK BEFORE WE FLY WILL PROBABLY GO THROUGH IT EVERY NIGHT.
>> THE PLANE FINALLY ARRIVES. >> WHAT IS THE FIRST THING WE HAVE TO DO? >> FASTEN YOUR SEATBELT.
>> I THINK IT GOES THIS WAY. >> THIS SEAT IS TOO BIG FOR ME. >> SAID NOBODY EVER IN AN AIRPLANE.
>> MORE THAN 1300 FAMILIES HAVE GONE THROUGH THE TOURS AND MOST OF THEM HAVE BEEN FULLY BOOKED. >> TO HAVE AN OPPORTUNITY TO GO INTO AN AIRPLANE. IS IT ENCLOSED AND THE SOUNDS ARE DIFFERENT.
AND THE SEATBELTS ARE DIFFERENT. EVERYTHING IS DIFFERENT. YOU CAN SEE WHAT A BATHROOM IN AN AIRPLANE LOOKS LIKE.
YOU DON'T GET THAT EXPERIENCE ANYWHERE ELSE BUT HERE. AFTER A LONG DAY, TATE IS TIRED, BUT HIS FAMILY IS FEELING MORE CONFIDENT ABOUT THAT TRIP TO DISNEY WORLD. FOR PBS NEWS WEEKEND, MEGAN THOMPSON.
