Resources and information to help ensure accessible travel options and transportation services for individuals who are deaf or hard of hearing, including tips, accommodations, and tools for a smooth journey.
Advocacy Letter
The air carrier access act (ACAA) law
Airlines are also required to provide passengers with disabilities many types of assistance, including wheelchair or other guided assistance to board, deplane, or connect to another flight; seating accommodation assistance that meets passengers’ disability-related needs.
Prepare Your Flight in Advance
Book your flight in advance. This will give the airline time to make any necessary accommodations.
Provide the airline with advance notice of your disability. This will help the airline to ensure that you have a smooth and comfortable travel experience.
Be aware of the airline’s policies on assistive devices. Some airlines may have restrictions on the type or size of assistive devices that you can bring on board.
Be prepared to show documentation of your disability. You may be asked to show your disability certificate or other documentation to the airline.
If you have any questions, contact the airline directly. The airline’s customer service representatives will be happy to assist you.
Equal Access to Services and Amentites
Deaf and hard of hearing people need access to transportation services, regardless of the mode of travel. The Department of transportation is committed to ensuring equal access to transportation services, including equal access to information and communication related to those services.
Wheelchair accessibility, assistive devices, and clear signage are essential to make airports fully accessible to people with disabilities. For example, priority seating, designated restrooms, and accessible boarding and deboarding methods make air travel fair and inclusive.
Travel Communication
Visual and text-based alerts on screens throughout the airport and in the cabin ensure that Deaf and Hard of Hearing travelers stay informed about gate changes, boarding, delays, and safety information. Having trained staff familiar with sign language or the basics of visual communication can bridge any gaps in communication.
Accessible Safety Protocols
Emergency procedures should be provided in both visual and auditory formats. In-flight safety videos that include closed captions, along with printed material, guarantee that all passengers can understand and follow safety protocols.
Training and Awareness for Travel Staff
Staff training programs in disability awareness, basic ASL, and assistive technology use can help create a welcoming environment for all passengers, especially those with communication needs.
Click here if need consultation or training.
Advocating for Legal Protections
Policies like the Air Carrier Access Act (ACAA) mandate non-discriminatory travel for passengers with disabilities. By actively supporting these rights, we continue to push for comprehensive accessibility in all aspects of air travel.
Air Carrier Access (ACT)
The Air Carrier Access Act (ACAA) sets out requirements for disability access at airports and on airlines.
Generally the ACAA rules:
- prohibit U.S. and foreign airlines from discriminating against passengers on the basis of disability;
- require airlines to make aircraft, other facilities, and services accessible; and
- require airlines to take steps to accommodate passengers with a disability.
Here is a summary of the air travel rules as they relate to people who are deaf, hard of hearing, or deaf-blind:
Information and Reservation Services Must Be Accessible:
Information and reservation services must be accessible to individuals who are deaf, hard of hearing, or deaf-blind. If an airline provides telephone reservation and information service to the public it must make this service available to individuals who use a text telephone (TTY). This can occur through the airline’s own TTY, through telecommunications relay services, or through other technology.
Information at Airports Must be Accessible After Self-Identification:
Passengers must self-identify to airline personnel that they are deaf or hard of hearing if they wish to receive accessible information. U.S. airlines must ensure that these deaf and hard of hearing passengers have prompt access to the same information provided to other passengers.
Televisions at Airports Must Have Captions Turned On:
Airlines must display captioning at all times on all televisions and other audio-visual displays.
Communication on Aircraft Must Be Effective After Self-Identification:
Passengers must self-identify to airline personnel that they are deaf or hard of hearing if they want to receive accessible information on the aircraft. U.S. airlines must ensure that these deaf and hard of hearing passengers have prompt access to the same information provided to other passengers.
Service Animals Permitted:
Airlines must permit a service animal to accompany a passenger with a disability.
Safety Assistants for Travelers who are Deaf-Blind:
An airline may require a deaf-blind passenger to travel with a safety assistant in some situations. Airlines are concerned about two main issues:
- airlines’ ability to communicate the safety briefing to deaf-blind passengers; and
- the evacuation of deaf-blind passengers during an emergency.
Airlines are permitted to put the burden of establishing a means of communication on the deaf-blind passenger. The passenger must be able to establish a means of communication with airline personnel for communication of the safety briefing and to enable the passenger to assist in his or her own evacuation of the aircraft in an emergency. If the passenger cannot do this, the airline may require the passenger to travel with a safety assistant.
Complaints: If you believe that an airline has violated any of the ACAA rules, you should file a complaint with the U.S. Department of Transportation (DOT). DOT provides an easy to use complaint form online.
Complaints Resolution Official
Each air carrier operating during scheduled air carrier operations must maintain the presence of at least one Complaints Resolution Official (CRO) at every airport, accessible by telephone.
Any passenger who alleges violations of the Air Carrier Access Act (ACAA) rules is entitled to engage with a CRO. The CRO is empowered to address and resolve complaints on behalf of the air carrier. It’s important to note that the CRO lacks authority to override safety-related decisions made by the pilot-in-command of an aircraft.
In cases where the CRO concurs with the passenger’s assertion of a rule violation, they are required to furnish the passenger with a written statement summarizing the facts and proposing any actions the air carrier intends to take in response.
If the CRO determines no violation occurred, they must provide the passenger with a written statement outlining the facts and rationale behind the decision or conclusion. Whenever feasible, the CRO’s written response should be provided to the passenger at the airport; otherwise, it will be dispatched to the passenger within 10 days of the incident.
Should the passenger remain dissatisfied with the resolution, they retain the right to initiate an enforcement action with the U.S. Department of Transportation (DOT). When filing a written complaint, passengers should specify if they contacted the CRO at the time of the alleged violation, including the CRO’s name and the date of contact if known. Any written response received from the CRO should be included. Complaints must be postmarked within 45 days of the alleged violation.
Upon receipt of a written complaint, the carrier is obliged to respond within 30 days. The response should articulate the airline’s stance on the alleged violation, possibly addressing why no violation occurred or outlining the airline’s plans to rectify the issue.
Individuals who believe an air carrier has violated any ACAA rules are encouraged to submit a complaint to the DOT.
Hotline for Air Travels with Disabilities
The U.S. Department of Transportation operates a toll-free hotline to assist air travelers with disabilities.
1-800-778-4838 (voice) or 1-800-455-9880 (TTY)
The hotline is available Monday-Friday, from 7:00 a.m. to 5:00 p.m. (EST), except holidays.
The hotline provides general information to consumers about the rights of air travelers with disabilities. It also assists air travelers with time-sensitive disability-related issues that need to be addressed in “real time.”
Any person believing that an air carrier has violated any provision of the ACAA rules may file a complaint with the DOT.
Resources
Americans with Disabilities Act (ADA) Compliance | Accessibility | Title VI
The Idaho Transportation Department (ITD) is committed to compliance with Title VI of the Civil Rights Act of 1964 and all related regulations and directives. ITD assures that no person shall on the grounds of race, color, national origin, gender, age, or disability be excluded from participation in, be denied the benefits of, or be otherwise subjected to discrimination under any ITD service, program, or activity. The department also assures that every effort will be made to prevent discrimination through the impacts of its programs, policies, and activities on minority and low-income populations. In addition, the department will take reasonable steps to provide meaningful access to services for persons with Limited English Proficiency.
TTY/TDD Users: Dial 711 or (800) 377-3529 to use Idaho Relay System
- Submit an Accommodation Request
- iSpeak Card (Language Identification Flashcard)
Reasonable accommodations include, but are not limited to:
- Printed materials in alternative formats
- Sign language interpreters
- Assisted listening devices
- Website accessibility
- PDF document conversion
- Curb ramps
- Accessible Pedestrian Signals (APS)
- Sidewalk repairs
Reasonable accommodations can be for:
- A one-time event
- A limited duration
- An ongoing period of time
Español | Solicitud de Alojamiento
- Seleccione para Solicitud de Alojamiento
Acomodaciones razonables incluye, pero no estay limitado a:
- Proveer información en formatos alternativoss
- Intérpretes de lengua de señas
- Dispositivos de asistencia auditiva
- Web accesibilidad
- Rampas de acerca
- Reparaciones de la banqueta
- Señales peatonales accesibles
Acomodaciones razonables pueden ser para:
- Un evento único
- Duración limitada
- Tiempo Continuo
Accessibility Guidelines – A U.S. Access Board document containing scoping and technical requirements for accessibility to buildings and facilities by individuals with disabilities under the ADA.
ADA Standards – An online version of the U.S. Department of Justice’s 2010 ADA Standards for Accessible Design from the revised regulations for Titles II and III.
Assessment Form – ITD’s ADA Transition Plan Needs Assessment Form to assist those with jurisdiction over public rights-of-way in conducting a self-evaluation of ADA compliance.
Best Practices Tool Kit – A technical assistance document designed to assist state and local officials to improve compliance with Title II of the ADA in their programs, services, activities, and facilities.
Draft Guidelines – A U.S. Access Board document specifying the draft guidelines for the design, construction, and alteration of facilities to ensure accessibility and usability by people with disabilities.
U.S. Access Board – A Federal agency that promotes equality for people with disabilities through leadership in accessible design and the development of accessibility guidelines and standards.
U.S. Department of Justice – Federal agency that is required by the ADA to write regulations for formally implementing and enforcing accessibility standards for facilities subject to Titles II and III.