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NEWS Last modified on October 14, 2013

New disabled passenger training for staff at San Francisco International Airport

A new disability awareness programme for airport, airline and security employees has been launched at San Francisco International Airport (SFO).

The initiative focuses on sensitivity and respect for disabled travellers and has been created in partnership with the San Francisco Chapters of The Arc San Francisco and the Lighthouse for the Blind and Visually Impaired.


Staff at SFO will be given video-based training including experiences from disabled passengers highlighting their travel experiences.


They will also get a participant handout, and a manual, which has also been published in braille.


SFO previously had forms of disability training, but the thorough new programme now involves employees getting trained throughout the customer’s journey from curbside, to security checkpoints, to the gate.


Airport director John Martin, says: “Delivering great customer service requires teamwork. By involving all customer-facing employees at SFO, we are demonstrating our commitment to provide the airport experience our disability community expects and deserves.”


Airport policies have also been modified to make disability awareness training mandatory for all airlines and airline service providers.


Employees will start the programme sometime at the end of the year.

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