Accessible Customer Experience
From the moment a customer begins researching a flight until they have arrived safely at their destination, Delta is committed to creating a positive and more inclusive experience for all. Our people strive to deliver the Delta Difference — reflecting our commitment to safety and an accessible travel experience for customers.
Accessible air travel is about more than just compliance; it’s a collaborative process where we work to create a thoughtful and elevated customer journey. To do this, Delta listens to and connects with the disability community, as well as with interests throughout the industry. We work closely with our Advisory Board on Disability and Accessible Travel, which just celebrated its 25th anniversary. Our Advisory Board comprises 15 Delta frequent fliers who have, and are thought leaders on, a wide range of disabilities and who lend their insights to help Delta improve the travel experience for all customers. Additionally, Delta continues to support and exceed the objectives outlined in our Passenger Accessibility Commitmentopens in a new window, created with peer airlines to complement the U.S. Department of Transportation’s Airline Passengers with Disabilities Bill of Rights.
Introduced an accessible flight map on cabin seatbacks with features designed for travelers with low vision.
Travel is for everyone. We’re focused on removing obstacles and creating a premium experience for all of our customers.”
On the Ground
In 2024, Advisory Board on Disability and Accessible Travel members continued to share their expertise with Delta and beyond. Members participated in industry conferences and panel discussions with industry peers and partners, aimed to increase the focus on accessibility and reduce barriers to travel.
In partnership with the Wayne County Airport Authority, Delta supported the design and construction of a new multisensory room at the Detroit Metropolitan Airport. In addition, we added a dedicated accessibility specialist to our digital team to support accessibility across Delta’s digital channels. As part of Delta’s digital enhancements, Delta now provides additional self-service options to request accessible services through the Fly Delta app.
Delta and Delta Connection carried more than 182,000 wheelchairs, scooters and other mobility devices across our global network in 2024. Delta’s White Glove Services team is dedicated to elevated service for customers who travel with assistive devices, and our below-wing team members receive specialized training to support customers, handling and transporting their devices with care. Delta's commitment extends to our vendors, including our largest provider of wheelchair services, which utilizes aircraft cabin seats donated by Delta to facilitate hands-on training for passenger assistance.
On the Plane
In 2024, the Advisory Board on Disability and Accessible Travel provided expertise for employee training specific to customers with disabilities, including recommendations for how our flight attendants directly engage with and support customers with disabilities. To strengthen our accessibility commitment for future customers, our Advisory Board also works with Delta’s aircraft interiors team on enhancements for future aircraft.
In the Air
To better serve customers with disabilities, in 2024, Delta introduced an accessible flight map with features designed for travelers with low vision. With direct input from Delta’s Advisory Board, accessible features include high-contrast visuals, a color palette selected for readability, large text and icons, zoom and pan controls and streamlined information. This enhancement builds on our implementation of 100% closed captioning on all Delta-curated in-flight entertainment content and focus on increased audio-described content.