Passengers with Disabilities: Air Carriers' Disability-Training Programs and the Department of Transportation's Oversight, Briefings to Senate Committee on Commerce, Science, and Transportation and House Committee on Transportation and Infrastructure [open pdf - 2MB]
From the Document: "According to the most recent census, 57 million Americans (roughly 1 in 5) have a disability, more than half of whom have mobility issues. Without effective accommodations--such as effective communication of flight information, accessible seats, appropriate boarding assistance, and careful handling and stowage of wheelchairs and other assistive devices--people with disabilities may face challenges when flying on a commercial air carrier [...] In 2015, air carriers reported over 30,000 disability-related complaints to DOT's [Department of Transportation] Office of Aviation Enforcement and Proceedings, which is responsible for oversight and enforcement of air carriers' compliance. The Federal Aviation Administration (FAA) Extension, Safety, and Security Act of 2016 included a provision that GAO [Government Accountability Office] submit a report to Congress assessing required disability training programs for air carrier and contractor personnel. This report discusses: (1) how selected air carriers' disability training programs vary, if at all, in addressing federal requirements and (2) how DOT oversees air carrier compliance with the ACAA [Air Carrier Access Act] and what enforcement actions DOT has taken, including corrective actions sought, with regard to air carriers' training programs since 2005. GAO reviewed the training programs of 12 air carriers that account for nearly 75 percent of passenger enplanements in 2015; statutes and regulations, and analyzed DOT and air carrier complaint data; 51 ACAA related enforcement cases since 2005 of which 13 cases required training related corrective actions. GAO also met with five disability advocacy groups, two airline contractors and their employees; and the Federal Aviation Administration and Transportation Security Administration."
Government Accountability Office: http://www.gao.gov/