WEBVTT 00:02.000 --> 00:04.766 align:left position:20% line:71% size:70% COMPLAINTS FROM FLYERS WITH DISABILITIES HAVE MORE THAN DOUBLED SINCE BEFORE THE PANDEMIC. 00:04.766 --> 00:07.500 align:left position:10% line:83% size:80% ACCORDING TO THE DEPARTMENT OF TRANSPORTATION. 00:07.500 --> 00:09.300 align:left position:10% line:89% size:80% THE SITUATION HAS GOTTEN SO BAD 00:09.300 --> 00:12.266 align:left position:10% line:83% size:80% THE DEPARTMENT RECENTLY ANNOUNCED AIRLINE TRAVELERS WITH 00:12.266 --> 00:15.400 align:left position:10% line:83% size:80% DISABILITIES BILL OF RIGHTS TO HELP PEOPLE UNDERSTAND THEIR 00:15.400 --> 00:17.800 align:left position:10% line:89% size:80% PROTECTIONS UNDER FEDERAL LAW. 00:17.800 --> 00:19.133 align:left position:10% line:89% size:80% SOME AIRPORTS ARE STEPPING UP TO 00:19.133 --> 00:21.833 align:left position:10% line:89% size:80% ENSURE PASSENGERS HAVE A SMOOTH 00:21.833 --> 00:22.833 align:left position:40% line:89% size:50% RIDE. 00:22.833 --> 00:23.833 align:left position:10% line:89% size:80% OUR SPECIAL CORRESPONDENT 00:23.833 --> 00:27.200 align:left position:40% line:89% size:50% REPORTS. 00:27.200 --> 00:28.700 align:left position:10% line:89% size:80% >> ON A SATURDAY MORNING IN 00:28.700 --> 00:32.533 align:left position:10% line:83% size:80% EARLY AUGUST, MAGGIE WILLIE AND HER SERVICE DOG ARRIVE AT THE 00:32.533 --> 00:33.566 align:left position:30% line:89% size:60% MINNEAPOLIS-ST. 00:33.566 --> 00:35.633 align:left position:20% line:83% size:70% PAUL INTERNATIONAL AIRPORT. 00:35.633 --> 00:38.866 align:left position:10% line:83% size:80% AIR TRAVEL ISN'T AT THE TOP OF MOST PEOPLE'S LISTS OF FAVORITE 00:38.866 --> 00:40.100 align:left position:20% line:89% size:70% THINGS TO DO THESE DAYS. 00:40.100 --> 00:42.333 align:left position:10% line:89% size:80% IT IS NO DIFFERENT FOR WILLIE. 00:42.333 --> 00:45.500 align:left position:10% line:83% size:80% >> FLYING IS STRESSFUL, THERE'S A LOT OF UNKNOWNS. 00:45.500 --> 00:49.666 align:left position:10% line:89% size:80% I'VE HAD MY WHEELCHAIR DAMAGED. 00:49.666 --> 00:50.966 align:left position:20% line:89% size:70% WHEN I GOT TO MY NEXT 00:50.966 --> 00:53.133 align:left position:10% line:89% size:80% DESTINATION, IT WAS BROKEN. 00:53.133 --> 00:54.866 align:left position:10% line:89% size:80% >> SHE HAS A NEUROMUSCULAR 00:54.866 --> 00:58.400 align:left position:10% line:83% size:80% DISEASE CALLED PRIMARY LATERAL SCLEROSIS. 00:58.400 --> 01:01.766 align:left position:10% line:83% size:80% LUCKILY TODAY, THEY ARE NOT FLYING ANYWHERE. 01:01.766 --> 01:05.300 align:left position:10% line:83% size:80% THEY ARE TAKING A PRACTICE RUN THROUGH THE AIRPORT SO BOTH FEEL 01:05.300 --> 01:07.300 align:left position:10% line:83% size:80% MORE PREPARED WHEN THERE IS A REAL TRIP. 01:07.300 --> 01:09.100 align:left position:10% line:89% size:80% >> I HAVEN'T FLOWN FOR A LONG 01:09.100 --> 01:10.100 align:left position:40% line:89% size:50% TIME. 01:10.100 --> 01:11.900 align:left position:10% line:89% size:80% I WANTED TO SEE WHAT WAS NEW 01:11.900 --> 01:15.000 align:left position:10% line:83% size:80% BECAUSE IT TAKES AWAY SOME OF THE STRESS WHEN I ACTUALLY GO 01:15.000 --> 01:16.000 align:left position:40% line:89% size:50% FLYING. 01:16.000 --> 01:17.000 align:left position:10% line:89% size:80% >> IT IS PART OF A PROGRAM 01:17.000 --> 01:18.266 align:left position:20% line:89% size:70% CALLED NAVIGATING MSP. 01:18.266 --> 01:21.066 align:left position:20% line:89% size:70% >> WHAT DO WE DO NEXT? 01:21.066 --> 01:22.066 align:left position:30% line:89% size:60% >> CHECK IN. 01:22.066 --> 01:23.700 align:left position:10% line:89% size:80% >> ONE SATURDAY A MONTH, PEOPLE 01:23.700 --> 01:26.766 align:left position:10% line:83% size:80% WITH SPECIAL NEEDS CAN COME TO THE AIRPORT TO GET FAMILIAR WITH 01:26.766 --> 01:30.033 align:left position:10% line:83% size:80% THEIR TRAVEL PROCESS WITHOUT THE PRESSURE OF HAVING TO CATCH AN 01:30.033 --> 01:31.533 align:left position:30% line:89% size:60% ACTUAL FLIGHT. 01:31.533 --> 01:34.100 align:left position:20% line:89% size:70% >> WHERE IS THE PLANE? 01:34.100 --> 01:36.066 align:left position:10% line:83% size:80% >> FIRST WE HAVE TO DO OUR TICKETS. 01:36.066 --> 01:39.000 align:left position:10% line:83% size:80% >> THE PROGRAM WAS ORIGINALLY GEARED TOWARDS CHILDREN WITH 01:39.000 --> 01:42.133 align:left position:10% line:89% size:80% AUTISM, LIKE TATE MORRIS. 01:42.133 --> 01:43.900 align:left position:10% line:89% size:80% HIS FAMILY IS PREPARING FOR A 01:43.900 --> 01:45.766 align:left position:30% line:89% size:60% TRIP IN OCTOBER. 01:45.766 --> 01:47.933 align:left position:10% line:89% size:80% >> WE ARE GOING TO ORLANDO, 01:47.933 --> 01:48.933 align:left position:40% line:89% size:50% DISNEY. 01:48.933 --> 01:49.933 align:left position:10% line:89% size:80% >> ARE YOU EXCITED TO GO TO 01:49.933 --> 01:50.933 align:left position:30% line:89% size:60% DISNEY WORLD? 01:50.933 --> 01:51.933 align:left position:10% line:89% size:80% >> YES, I'M GOING TO GO ON THE 01:51.933 --> 01:52.933 align:left position:40% line:89% size:50% RIDES. 01:52.933 --> 01:55.033 align:left position:10% line:89% size:80% >> PEOPLE CAPS ON ASKING IF WE 01:55.033 --> 01:59.066 align:left position:10% line:83% size:80% CAN COME OUT AND GET A FEEL FOR WHAT THIS IS GOING TO BE LIKE. 01:59.066 --> 02:03.233 align:left position:10% line:83% size:80% >> PHIL BERG, IN CHARGE OF CUSTOMER EXPERIENCE, LAUNCHED 02:03.233 --> 02:07.333 align:left position:10% line:83% size:80% THE PROGRAM FOR FAMILIES IN 2013, AND ONE FOR SERVICE DOGS 02:07.333 --> 02:08.433 align:left position:10% line:89% size:80% AND THEIR HANDLERS THE NEXT 02:08.433 --> 02:09.433 align:left position:40% line:89% size:50% YEAR. 02:09.433 --> 02:10.433 align:left position:10% line:89% size:80% >> I WANT TO MAKE IT THE MOST 02:10.433 --> 02:12.333 align:left position:10% line:89% size:80% ACCESSIBLE AIRPORT IN THE WORLD. 02:12.333 --> 02:13.833 align:left position:20% line:89% size:70% >> THE AIRPORT CREATED A 02:13.833 --> 02:16.633 align:left position:10% line:83% size:80% TRAVELERS WITH DISABILITIES ADVISORY COMMITTEE KEEPING 02:16.633 --> 02:18.833 align:left position:10% line:89% size:80% DISABILITY FRONT AND CENTER. 02:18.833 --> 02:20.800 align:left position:10% line:89% size:80% IT OFFERS AN ARRAY OF SERVICES, 02:20.800 --> 02:23.766 align:left position:10% line:83% size:80% LIKE A LANYARD WITH SUNFLOWERS THAT ALERTS STAFF TO TRAVELERS 02:23.766 --> 02:27.600 align:left position:10% line:83% size:80% WITH HIDDEN DISABILITIES LIKE HEARING LOSS, AND FREE ACCESS TO 02:27.600 --> 02:31.033 align:left position:10% line:83% size:80% AN APP PEOPLE WITH LOW VISION OR BLINDNESS CAN USE TO NAVIGATE 02:31.033 --> 02:32.200 align:left position:10% line:89% size:80% THE TERMINAL INDEPENDENTLY. 02:32.200 --> 02:34.566 align:left position:10% line:89% size:80% >> A GENTLEMAN SIX FEET IN FRONT 02:34.566 --> 02:35.733 align:left position:40% line:89% size:50% OF YOU. 02:35.733 --> 02:37.900 align:left position:10% line:89% size:80% >> IT IS NOW CONSIDERED A LEADER 02:37.900 --> 02:39.233 align:left position:10% line:89% size:80% WHEN IT COMES TO ACCESSIBILITY. 02:39.233 --> 02:40.866 align:left position:10% line:89% size:80% >> IT IS THE RIGHT THING TO DO 02:40.866 --> 02:44.900 align:left position:10% line:83% size:80% TO MAKE SURE WE HAVE DONE EVERYTHING WITHIN OUR POWER TO 02:44.900 --> 02:49.333 align:left position:10% line:83% size:80% MAKE THAT JOURNEY OUR CUSTOMERS ARE ON EQUITABLE AND ACCESSIBLE. 02:49.333 --> 02:52.533 align:left position:10% line:83% size:80% >> IT HAS BEEN AT LEAST EIGHT YEARS SINCE MAGGIE WILLIE HAS 02:52.533 --> 02:53.533 align:left position:40% line:89% size:50% FLOWN. 02:53.533 --> 02:54.533 align:left position:10% line:89% size:80% SHE SAYS THE IMPROVEMENTS ARE 02:54.533 --> 02:55.533 align:left position:40% line:89% size:50% CLEAR. 02:55.533 --> 02:56.733 align:left position:10% line:89% size:80% >> PEOPLE ARE MORE EDUCATED AND 02:56.733 --> 02:59.933 align:left position:10% line:83% size:80% THEY ARE MORE SERVICES AT THE AIRPORT. 02:59.933 --> 03:03.033 align:left position:10% line:83% size:80% >> AFTER WILLIE AND THE CANINE GROUP GO THROUGH SECURITY, THEY 03:03.033 --> 03:06.766 align:left position:10% line:83% size:80% GO TO THE NEWEST EDITION, THIS MOCK AIRPLANE CABIN. 03:06.766 --> 03:10.833 align:left position:10% line:83% size:80% IT WAS PREVIOUSLY USED TO TRADE FLIGHT AND CABIN CREWS IN 03:10.833 --> 03:12.066 align:left position:40% line:89% size:50% ATLANTA. 03:12.066 --> 03:13.600 align:left position:10% line:89% size:80% DELTA PAID TO HAVE IT TAKEN 03:13.600 --> 03:16.800 align:left position:10% line:83% size:80% APART AND SHIPPED LAST FALL, WHERE IT WAS REASSEMBLED AND 03:16.800 --> 03:20.366 align:left position:10% line:83% size:80% READY FOR ITS NEW PURPOSE, EDUCATING TRAVELERS. 03:20.366 --> 03:24.800 align:left position:10% line:83% size:80% IT IS THOUGHT TO BE THE FIRST FACILITY OF ITS KIND. 03:24.800 --> 03:29.733 align:left position:10% line:83% size:80% DELTA PILOT IAN THERE IT GIVES THESE TOURS ON HIS TIME OFF. 03:29.733 --> 03:32.866 align:left position:10% line:83% size:80% >> WE TALKED ABOUT THE BEST SEAT IS THE MIDDLE. 03:32.866 --> 03:36.366 align:left position:10% line:83% size:80% >> THE WINDOW SEAT HAS LESS FOOT ROOM FOR THE DOGS, AND I'LL 03:36.366 --> 03:40.100 align:left position:10% line:89% size:80% SEAT, THEY CAN GET STEPPED ON. 03:40.100 --> 03:41.366 align:left position:10% line:89% size:80% A TEAM OF OTHER VOLUNTEERS 03:41.366 --> 03:44.433 align:left position:10% line:83% size:80% COACHES THE DOGS AND THEIR HANDLERS. 03:44.433 --> 03:48.133 align:left position:10% line:83% size:80% IN THE NEW CABIN, MAGGIE WILLIE CAN PRACTICE USING THE TRANSPORT 03:48.133 --> 03:49.133 align:left position:40% line:89% size:50% CHAIR. 03:49.133 --> 03:50.200 align:left position:10% line:89% size:80% A SMALL WHEELCHAIR THAT FITS 03:50.200 --> 03:51.433 align:left position:20% line:89% size:70% DOWN THE NARROW AISLE. 03:51.433 --> 03:53.566 align:left position:10% line:89% size:80% >> MY DISABILITY CHANGES, I 03:53.566 --> 03:55.900 align:left position:10% line:83% size:80% HAVEN'T ALWAYS USED TRANSPORT CHAIRS. 03:55.900 --> 03:57.966 align:left position:20% line:89% size:70% NOW I WOULD NEED TO. 03:57.966 --> 03:59.533 align:left position:20% line:89% size:70% HAVING PASTEL HAVE AN 03:59.533 --> 04:03.933 align:left position:10% line:83% size:80% OPPORTUNITY TO PRACTICE GETTING IN BETWEEN THE SEATS AND FINDING 04:04.533 --> 04:06.166 align:left position:30% line:89% size:60% HER SPACE. 04:06.166 --> 04:09.100 align:left position:30% line:89% size:60% THERE YOU GO. 04:09.100 --> 04:11.066 align:left position:30% line:89% size:60% GOOD GIRL. 04:11.066 --> 04:13.233 align:left position:10% line:89% size:80% IF SHE CAN PRACTICE AHEAD OF 04:13.233 --> 04:14.800 align:left position:10% line:89% size:80% TIME, IT IS LESS STRESS FOR HER. 04:14.800 --> 04:17.333 align:left position:20% line:89% size:70% WE GET LESS WORN OUT. 04:17.333 --> 04:21.500 align:left position:10% line:83% size:80% >> SHE SAYS THE NEW CABIN DOES MORE THAN ALLOW THEM TO 04:21.500 --> 04:22.633 align:left position:30% line:89% size:60% PRACTICE. 04:22.633 --> 04:24.433 align:left position:20% line:89% size:70% >> ACKNOWLEDGING WE ARE 04:24.433 --> 04:25.500 align:left position:30% line:89% size:60% TRAVELERS, TOO. 04:25.500 --> 04:27.433 align:left position:10% line:89% size:80% AND WE WANT TO HAVE THE SAME 04:27.433 --> 04:29.100 align:left position:10% line:89% size:80% EASY EXPERIENCE AS EVERYBODY 04:29.100 --> 04:30.100 align:left position:40% line:89% size:50% ELSE. 04:30.100 --> 04:32.100 align:left position:10% line:89% size:80% >> IT WILL ALSO BE USED TO TRAIN 04:32.100 --> 04:35.300 align:left position:10% line:83% size:80% EMERGENCY RESPONDERS AND THE AIRPORT PERSONNEL WHO PROVIDE 04:35.300 --> 04:36.933 align:left position:20% line:89% size:70% WHEELCHAIR ASSISTANCE. 04:36.933 --> 04:40.166 align:left position:20% line:89% size:70% >> MY NAME IS RICH. 04:40.166 --> 04:43.200 align:left position:10% line:83% size:80% I'M ALSO THE FATHER OF A SON WITH AUTISM. 04:43.200 --> 04:47.400 align:left position:10% line:83% size:80% >> ANOTHER DELTA PILOT HELPED FACILITATE THE CABIN'S MOVE FROM 04:47.400 --> 04:48.600 align:left position:40% line:89% size:50% ATLANTA. 04:48.600 --> 04:49.900 align:left position:10% line:89% size:80% TODAY HE IS LEADING THE OTHER 04:49.900 --> 04:52.033 align:left position:20% line:89% size:70% TOUR FOR FAMILIES. 04:52.033 --> 04:54.333 align:left position:20% line:89% size:70% >> WHAT IS YOUR NAME? 04:54.333 --> 04:55.333 align:left position:30% line:89% size:60% >> TATE MORRIS. 04:55.333 --> 04:57.366 align:left position:10% line:89% size:80% >> HIS MOM SAYS A BUSY AIRPORT 04:57.366 --> 04:59.166 align:left position:20% line:89% size:70% CAN BE DIFFICULT. 04:59.166 --> 05:00.500 align:left position:10% line:89% size:80% >> WE NEVER KNOW WHAT IS GOING 05:00.500 --> 05:04.300 align:left position:10% line:83% size:80% TO TRIGGER A BEHAVIOR OR A MELTDOWN. 05:04.300 --> 05:07.333 align:left position:10% line:89% size:80% SOUNDS ARE SOMETIMES TRIGGERING. 05:07.333 --> 05:08.566 align:left position:10% line:89% size:80% IT IS TOO LOUD, TOO MANY PEOPLE 05:08.566 --> 05:09.633 align:left position:20% line:89% size:70% TOO CLOSE TO HIM. 05:09.633 --> 05:11.833 align:left position:10% line:89% size:80% AWAITING IS A STRUGGLE IF 05:11.833 --> 05:14.100 align:left position:10% line:83% size:80% SOMETHING IS SUPPOSED TO HAPPEN AT 1:00. 05:14.100 --> 05:18.100 align:left position:10% line:83% size:80% HIS EXPECTATION IS SOMETHING HAPPENS AT 1:00. 05:18.100 --> 05:23.100 align:left position:10% line:83% size:80% >> LIKE TODAY WHEN THE REAL LIVE AIRPLANE IS LATE GETTING TO THE 05:24.966 --> 05:25.966 align:left position:40% line:89% size:50% GATE. 05:25.966 --> 05:26.966 align:left position:10% line:89% size:80% THE THERAPY DOG WORKS THE CROWD 05:26.966 --> 05:28.566 align:left position:20% line:89% size:70% TO KEEP THE KIDS CALM. 05:28.566 --> 05:30.366 align:left position:20% line:89% size:70% >> WAIT AT THE GATE. 05:30.366 --> 05:35.166 align:left position:10% line:83% size:80% >> HE WAS GIVEN A DECK OF IMAGES LAYING OUT THE EVENTS MAKING THE 05:35.166 --> 05:38.166 align:left position:10% line:83% size:80% PROCESS MORE CONCRETE AND MORE PREDICTABLE. 05:38.166 --> 05:41.866 align:left position:10% line:83% size:80% >> YOU SIT ON THE PLANE, PUT ON YOUR SEATBELT. 05:41.866 --> 05:44.800 align:left position:10% line:83% size:80% THE WEEK BEFORE WE FLY WILL PROBABLY GO THROUGH IT EVERY 05:44.800 --> 05:46.033 align:left position:40% line:89% size:50% NIGHT. 05:46.033 --> 05:51.033 align:left position:10% line:89% size:80% >> THE PLANE FINALLY ARRIVES. 05:54.933 --> 05:56.200 align:left position:10% line:83% size:80% >> WHAT IS THE FIRST THING WE HAVE TO DO? 05:56.200 --> 05:57.866 align:left position:20% line:89% size:70% >> FASTEN YOUR SEATBELT. 05:57.866 --> 06:01.633 align:left position:10% line:89% size:80% >> I THINK IT GOES THIS WAY. 06:01.633 --> 06:04.400 align:left position:10% line:89% size:80% >> THIS SEAT IS TOO BIG FOR ME. 06:04.400 --> 06:05.400 align:left position:10% line:89% size:80% >> SAID NOBODY EVER IN AN 06:05.400 --> 06:06.400 align:left position:30% line:89% size:60% AIRPLANE. 06:06.400 --> 06:09.333 align:left position:10% line:89% size:80% >> MORE THAN 1300 FAMILIES HAVE 06:09.333 --> 06:12.566 align:left position:10% line:83% size:80% GONE THROUGH THE TOURS AND MOST OF THEM HAVE BEEN FULLY BOOKED. 06:12.566 --> 06:17.566 align:left position:10% line:83% size:80% >> TO HAVE AN OPPORTUNITY TO GO INTO AN AIRPLANE. 06:18.766 --> 06:21.500 align:left position:10% line:83% size:80% IS IT ENCLOSED AND THE SOUNDS ARE DIFFERENT. 06:21.500 --> 06:23.300 align:left position:10% line:89% size:80% AND THE SEATBELTS ARE DIFFERENT. 06:23.300 --> 06:24.733 align:left position:20% line:89% size:70% EVERYTHING IS DIFFERENT. 06:24.733 --> 06:26.300 align:left position:10% line:83% size:80% YOU CAN SEE WHAT A BATHROOM IN AN AIRPLANE LOOKS LIKE. 06:26.300 --> 06:31.100 align:left position:10% line:83% size:80% YOU DON'T GET THAT EXPERIENCE ANYWHERE ELSE BUT HERE. 06:31.100 --> 06:35.466 align:left position:10% line:83% size:80% AFTER A LONG DAY, TATE IS TIRED, BUT HIS FAMILY IS FEELING MORE 06:35.466 --> 06:38.866 align:left position:10% line:83% size:80% CONFIDENT ABOUT THAT TRIP TO DISNEY WORLD. 06:38.866 --> 06:43.866 align:left position:10% line:77% size:80% FOR PBS NEWS WEEKEND, MEGAN THOMPSON AT THE MINNEAPOLIS-ST. PAUL INTERNATIONAL AIRPORT.