Canada Accessibility Plan & Feedback Process

General Commitment

Delta will make every reasonable effort to accommodate individuals with disabilities and will not refuse transportation to any individual solely on the basis of disability, except as permitted or required by applicable law or on the basis of safety. Delta complies with all applicable disability regulations, whether contained in this plan or not. While our Corporate policy must comply with regulatory requirements, it may set a higher standard. Where the policy exceeds the regulation, the higher standard is followed. Safety is our number one priority. Delta does not impose restrictions on customers with a disability except those necessary to ensure safe carriage of all customers. 

Accessibility Commitment

In October 2022, Delta’s CEO joined other airline executives (Airlines for America Member Carriers) across the industry to create a Passenger Accessibility Commitment to make air travel more accessible to customers with disabilities. While we have long engaged in a variety of initiatives to increase air travel accessibility, our work in this important space is always evolving. The industry-wide accessibility commitment remains and complements the U.S. Department of Transportation’s Passengers with Disabilities Bill of Rights. Delta’s commitment to the U.S. DOT Bill of Rights is demonstrated by important actions Delta has taken throughout the years. Below are these Passenger Accessibility Commitments:

• Establishing a passenger accessibility advisory group within our airline to work directly with the disability community to improve our policies and operations,
• Improving passenger transfers and the handling of personal mobility aids,
• Enhancing our accessibility services training for frontline workers and educating our employees about passengers with disabilities, and
• Supporting the continued study and development of safe and feasible aircraft accessibility features that broaden air travel opportunities for passengers with disabilities.

Accessibility Advisory Boards & Business Resource Groups

• Delta is committed to evaluating opportunities to improve accessibility and related experiences for both employees and customers.
  • Delta’s Advisory Board on Disability and Accessible Travel is dedicated to advancing accessibility for customers and has been maintained by Delta for over 25 years. Members of the board are selected based on their expertise within the disability community and provide guidance to Delta on matters relating to travelers with disabilities.
  • The ABLE Disability Business Resource Group provides a forum through which employees may connect and serves as a consultative resource to leadership on strategies, decisions, and related matters that predominantly affect employees with disabilities.

Customer Surveys & Feedback

Delta accepts feedback regarding this accessibility plan, including feedback submitted anonymously. Delta will acknowledge receipt of such feedback in the same format in which it is received, except where the feedback is submitted anonymously and the provider has not supplied contact information for purposes of acknowledgment.

Mail: Customers may request a copy of Delta’s Accessibility Plan and/or Feedback Process in an alternate format. Customers may also provide feedback on accessibility issues at Delta. All customer comments are welcomed and valued. To do so, customers may write to the Director of Customer Care at the following address. 

Delta Air Lines, Inc.
Customer Care
PO Box 20980
Department 980
Atlanta, GA 30320-2980

Telephone: Customers who can only provide feedback via telephone can do so via +1-404-209-3434 (for customers with hearing or speech disabilities Dial 711) and a representative will complete the digital survey on delta.com on behalf of the customer.

Email: Customers wishing to provide feedback via email can do so via: CanadaAccessibilityPlan@delta.com

Delta.com: Customers can provide feedback on the Canada Accessibility Plan alternatively via the following link https://delta.qualtrics.com/jfe/form/SV_3OxBNBghGDgfLEO. The answers to survey questions are collected and will be reviewed for future plan considerations.

Virtual Chat or Social Media Feedback: Customers wishing to provide feedback via virtual chat or social media will be directed to complete the survey link on delta.com.

At the Airport: Customers requesting to provide feedback on our accessibility plan at the airport will be redirected to complete the link on delta.com. Customers not able to complete the process on delta.com without assistance are encouraged to contact any Complaint Resolution Official (CRO) for assistance. 

Website Accessibility

Delta is committed to maintaining an accessible digital environment for all customers, including individuals with auditory, visual, or mobility-related disabilities. In furtherance of this commitment, Delta has implemented enhancements to delta.com intended to improve accessibility and usability for individuals with specific access needs.

Delta’s primary website is designed to conform to the Web Content Accessibility Guidelines (WCAG) 2.0 Level AA standards. Delta maintains a dedicated team responsible for monitoring accessibility compliance, implementing ongoing improvements, and helping ensure that newly developed features are designed and deployed in accordance with applicable accessibility requirements. Delta also engages qualified accessibility consultants to conduct testing and support periodic review, remediation, and enhancement efforts. Delta will continue to take reasonable measures to improve and maintain the accessibility of its website for all travelers, including, without limitation, the following:

• Full Keyboard Access - For non-sighted and limited mobility customers, all elements can be accessed using a keyboard.
• Alternative Content - To make it easy for website visitors with limited vision, delta.com offers text, transcripts, and captions in place of images, media or when style sheets are unavailable.
• Improved Color Contrast - To make it easy for travelers with limited vision or color blindness, delta.com leverages color contrast to meet these needs.

Delta seeks to ensure that all content made available through its digital platforms conforms to applicable accessibility standards, including content provided by third parties, such as map widgets and credit card application forms. To support this objective, Delta utilizes third-party content and services that are either compliant with applicable accessibility requirements or are provided by vendors that are actively working toward future compliance with such standards.

Fly Delta App 

Customers may use the Fly Delta app to access information concerning boarding times, flight delays, and standby list clearance. The Fly Delta app also provides maps and information relating to departure and arrival gates, as well as enhanced self-service support to manage and change travel plans. In addition, the Fly Delta app permits customers to submit certain accessible service requests, including requests concerning wheelchair dimensions and weight, disability-related navigation assistance provided through an airport wheelchair service, and navigation assistance. In many instances, the Fly Delta app corresponds with the font-size settings selected on a customer’s mobile device, which may increase text size and improve readability. Additionally, the Fly Delta app supports the use of screen readers used on mobile devices.

Flight and Gate Information

At most airport locations, monitors display flight information at the gate and at check-in. Gate agents also provide verbal flight information, including boarding announcements, at the gate. Upon request, Delta agents will provide the content of such announcements in text or written form.

Kiosk Accessibility

Delta’s kiosk user interface complies with the accessibility standards set forth under the U.S. Department of Transportation Air Carrier Access Act (ACAA), including standards relating to content availability in 11 languages, tactile navigation, and speech-enabled output. Certain airport kiosks, including kiosks located at many non-U.S. stations and at all airports in Canada, are provided by the applicable airport authority and are available for use by Delta customers. For such common-use kiosks, Delta’s user interface application is installed and tested.  

Although Delta seeks to ensure that customer kiosks are accessible, Delta recognizes that kiosk use may continue to present challenges for some customers. Delta’s airport staff are trained to assist customers for whom kiosk use remains difficult for any reason.

Inflight Entertainment (IFE) Content 

Delta seeks to provide a diverse and meaningful inflight entertainment experience for all customers. Due to the nature of the strategic and bespoke content made available on board, studios have historically provided closed captioning for such content only on an infrequent basis. Delta invested in the development of closed captioning and achieved closed captioning for 100% of movie and television titles in 2023. While this includes all content in Delta Studio, it does not include Live TV offerings at this time. In October 2024, Delta launched an accessible inflight map specifically designed to support customers with low-vision. 

Understanding Our Customers’ Communication Needs

Delta considers each customer to be the expert on their disability. As experts, our customers are encouraged to advise Delta personnel regarding the way assistance may best be provided. Customers who identify as requiring visual or hearing-related assistance will be provided prompt access to the same trip information made available to non-disabled customers, whether at the gate, ticket counter, customer service desk, or on board, provided such access does not interfere with any critical safety duties.

Delta trains airport and onboard personnel to recognize and respond appropriately to requests for communication assistance. Such training includes the use of commonly available methods for communicating with individuals who are deaf or hard of hearing, including written notes. Delta personnel are also trained, when necessary, to establish a means of communication with deaf-blind customers, which may include reviewing an information sheet provided by the customer or communicating through an interpreter.

Onboard

Before takeoff, Delta flight attendants are required to provide an Individual Safety Briefing to each person who may require assistance from another person to move expeditiously to an exit in the event of an emergency. Customers who are blind or have low vision may also be offered a braille or large-print version of the Inflight Safety Information card by crewmembers for review. Flight attendants must provide information to deaf or hard-of-hearing customers to ensure prompt access to the same information made available to non-disabled customers, including, for example, information concerning weather, onboard services, flight delays, and connecting gates at the next airport. In addition, all Delta inflight safety videos are closed captioned.

Delta offers signed languages as a language qualification option for inflight crews and ground staff. Delta employees who are certified in signed languages may obtain a sign-language identifier for their uniforms. This enables customers to visually identify qualified flight attendants and agents where signed language may serve as a common means of communication.

Reservations/Customer Care

Delta has a dedicated line for customers with disabilities to request disability-related assistance. Customers who are deaf or hard of hearing and wish to contact Delta through its Reservations system or through this dedicated disability related telephone number, may use 711 relay services. Relay services will contact Delta directly and act as an intermediary between Delta and the customer.

Requests for braille versions of this accessibility plan will require Delta to obtain braille translation through an external vendor. Mailed copies will be provided where the customer is unable to make use of electronic means of communication through a screen reader.

Customers may request assistance with the completion of DOT provided service animal documentation at the airport through a Delta Complaint Resolution Official (CRO). Delta customers who request assistance by mail, email, or telephone in connection with the completion of service animal documentation are assisted by trained representatives in completing the required paperwork. Completed documents are then either mailed to the customer or provided in electronic form.

Delta is committed to establishing and maintaining a world-class, inclusive supply chain that reflects the diversity of its global customer base. In furtherance of this commitment, Delta will intentionally identify, engage, and develop business relationships with qualified small businesses and business enterprises owned, operated, or controlled by individuals with disabilities. The purpose of Delta’s Supplier Diversity Program is to establish and sustain an inclusive supplier base that reflects Delta’s people, customers, and communities. To advance these objectives, Delta’s Supplier Diversity team will actively participate in industry conferences and serve on committees associated with relevant organizations, including Disability: IN

Delta, as a corporate member of Disability:IN, a leading nonprofit resource for business disability inclusion worldwide, leverages this partnership to expand its global reach by identifying and engaging qualified, experienced, successful, and responsible Disabled Owned Business Enterprises (“DOBEs”). Doing business with DOBEs supports Delta’s brand strategy, enhances Delta’s understanding of the barriers faced by disabled suppliers, and demonstrates Delta’s commitment to identifying qualified DOBEs capable of providing the essential products and services required by Delta.

Delta supports individuals with disabilities through community engagement activities conducted at both the local and national levels. Delta maintains access to more than 7,000 disability supplier options. As of the date of publication, Delta is engaged with 29 unique vendors from the disability community.

Delta’s partnership with Disability:IN also supports Delta’s efforts to identify and recruit qualified individuals with disabilities for inclusion in its talent pipeline, with the objective of fostering innovation and enhancing operational effectiveness.

Delta engages with local governmental accessibility authorities at each airport it serves. Because certain accessibility requirements are established and governed by local authorities, Delta works to maintain compliance with applicable requirements and to support ongoing coordination with such authorities.

At the time of publication, Delta is not aware of any barriers within its procurement process; however, Delta acknowledges that a review of its procurement practices will be necessary to assess whether any such barriers exist.  

Navigation Through the Airport

We recognize that some customers with cognitive or intellectual disabilities may be traveling independently. Customers that self-identify as needing additional navigation assistance will be assisted to connecting gates or with navigation, upon request. In 2023, Delta added a new section to our website outlining the travel-related assistance Delta staff will provide for customers with cognitive disabilities.

Customers with disabilities can, upon request, be provided with prompt and timely enplaning and deplaning assistance by properly trained airline personnel. Such assistance may include, as appropriate:

• The provision of trained personnel and the use of ground wheelchairs, accessible motorized carts, boarding wheelchairs, onboard wheelchairs, ramps, or mechanical lifts,
• Assistance in moving from the curb to the departing flight, transportation between gates for connecting flights, and movement from the arriving flight to the curb for pick-up,
• Assistance in accessing key areas of the terminal, including the ticket counter, baggage claim, and, where time permits, a restroom entrance,
• Escorting a customer traveling with a service animal to an animal relief area at a U.S. airport.

To obtain such assistance, customers must self-identify to Delta personnel upon arrival at the airport or at the gate. Last minute requests can be made to flight attendants onboard. While advanced navigation assistance is not required, it is highly recommended to ensure customers receive prompt assistance.

Delta will not require a customer to accept any form of assistance that the customer did not request or does not want. For example, Delta will not require a customer to use a wheelchair where the customer has requested sight-guide assistance. However, Delta will not compromise safety (e.g.: Customer doesn’t wish to use seat belts on aisle chair) to accommodate a customer request.

In addition, Delta will not leave any customer who is using a wheelchair or other assistive device and who is not independently mobile unattended for more than 30 minutes.

Traveling with Assistive Devices 

Delta allows assistive devices as carry-ons in the cabin free of charge consistent with safety requirements. This may include medical devices and/or a personal amount of medication that assists with the customer’s unique disability needs. These recognized assistive devices do not count against the customer’s carry-on limit. We permit priority in-cabin stowage (either a closet or a row of seats designated for seat strapping) for at least one normal-sized collapsible manual wheelchair, or a battery-powered chair if the battery can be removed and remain with the customer, in any aircraft with 100 or more passenger seats.

Manual wheelchairs that cannot be transported in the cabin must be transported in the cargo compartment consistent with safety and security requirements. Delta accepts battery-powered wheelchairs provided they fit in the cargo compartment and can be transported consistent with safety and security requirements. Delta provides for the checking and timely return of mobility aids (such as wheelchairs, walkers, crutches, scooters, and other mobility aids) at the gate for use in the terminal. Delta also advised customers who have checked their devices when they are boarded and deplaned automatically via the Fly Delta app. Should Delta lose or damage the wheelchair or other mobility aid, Delta provides repair and/or compensation in an amount up to the original purchase price of the wheelchair or mobility aid. Delta waives the Montreal Convention liability limits for repair/replacement of mobility aids for all international travel. A special declaration of interest is not required for customer mobility aids in order to receive this waiver.

We consider customers our partner in this process. All customers traveling with a mobility aid or requiring additional assistance such as wheelchair service are encouraged to advise our team well in advance of their travel. Advanced notification supports the safety of our ground staff and the safe handling of a customer’s mobility aid.

Delta permits customers to notify Delta of their accessibility-related needs through the Fly Delta app or by contacting Delta at +1-404-209-3434 (Dial 711 for relay service). Customers may also submit an Accessible Service Request form online. For requests submitted more than seven (7) days prior to travel, a Delta specialist will review the request and may contact the customer if additional information is required.

Delta’s White Glove Service (WGS) is also available in Delta hubs and key markets for customers traveling with mobility aids. This specialized and dedicated customer mobility team is trained in offering elevated and personalized service for customers with mobility aids. This training focuses on proper and careful handling of mobility aids. The WGS offers a more holistic experience from curb to seat including expedited service recovery in the event of a service failure. 

Traveling with Service Dogs

Service animals are defined as only dogs specifically trained to assist a person with a disability. Customers may travel with up to two trained service dogs. Delta requires customers traveling with service dogs to complete documentation as permitted by the U.S. Department of Transportation. Delta allows a service dog to accompany a customer with a disability in the aircraft cabin unless:

• The dog poses a direct threat to the health or safety of others;
• The dog causes a significant disruption or misbehaves at the airport or on the aircraft;
• The dog’s carriage would violate a U.S. or foreign law;
• Customer refuses to complete/provide current DOT forms for the trip.

Delta may refuse transportation of a customer’s service dog only on the basis of an individualized and objective assessment of the dog, taking into account the nature of the risk presented and the likelihood that harm will occur or continue to occur. Such assessment will also consider whether any reasonable mitigating measures are available before transportation is denied to an otherwise qualified service dog.

Seating Accommodations 

Delta will provide a seat assignment that best accommodates each individual’s disability if the seat exists in the same class of service on the aircraft if the customer alerts Delta to their seating needs in advance of travel. Notification on the day of travel or at the gate will be accommodated where possible without reseating other customers. 

Delta will provide specific seats to the following customers who identify to our Delta agents as needing the seat, if the seat exists in the same class of service on the aircraft:

• Movable Aisle Armrest – When the customer uses an aisle chair to board and cannot transfer readily over a fixed aisle armrest.
• Bulkhead Seat or Other Seat – When the customer travels with a service animal that is best accommodated at a particular seat, unless the seat is an exit row seat.
• Greater Leg Room – When the customer has a fused or immobilized leg.
• Adjoining Seat – For a companion providing a certain type of assistance, such as:
  • A personal care attendant who performs a function that is not required to be performed by airline personnel, for example assisting a customer with a disability with eating;
  • A reader for a customer who is blind or low vision;
  • An interpreter for a customer who is deaf or hard of hearing; or
  • A safety assistant if a customer with a disability requires assistance with an evacuation.

Extra Seat Space

We want to do all things possible to ensure the comfort of our customers. For customers needing extra space outside the standard Delta Main cabin seat — which typically features 30-32” of legroom (seat pitch) with a 17.2” or greater width — they can ask to be reseated next to an empty seat in their cabin of purchase, if available, or pay to upgrade to First/Business class. Customers may consider booking an additional seat. We’re happy to provide customers with an FAA-approved seatbelt extension for use for the duration of a flight, but we do not allow personal seatbelt extensions to be used.

Preboarding

Delta permits a customer with a disability who self-identifies at the gate requiring additional time or assistance to board, stow accessibility equipment, and be seated to preboard the aircraft before all other customers.

Allergies

Customers with severe allergies may board early to remove any traces of allergen from their seats. Upon notification of any food allergen, Delta will refrain from serving that allergen within the customer’s bank of seats. Delta cannot guarantee an allergen free flight.  As such, all customers are encouraged to travel with appropriate medication (e.g., epi-pen) to mitigate any unintentional exposure to a known allergen as they travel.

In-Flight Assistance

Delta Flight Attendants (FAs) are trained to support the safe, accessible, and dignified transport of customers on all Delta Air Lines flights. FAs may assist with movement to and from a seat, assistance in food preparation such as opening packages and identifying food, and the use of the onboard wheelchair for access to the lavatory. FAs may also assist with the retrieval of carry-on items, and when available, stow assistive devices in the designated Priority Stowage Locations, subject to availability.

Flight Attendant responsibilities do not include assistance with feeding, lavatory functions, lifting or carrying, or the administering of medication. Customers requiring these services are advised to travel with a Personal Care Attendant or Travel Companion. Information regarding ticketed and un-ticketed companion options is available to support customer needs.

Beginning in 2024, Delta has enhanced training and reinforcement related to the requirement of Individual Safety Briefings for customers who may require assistance to move expeditiously to an exit during an emergency. Customers who require such assistance and have not received the briefing may request one from a Flight Attendant. 

Disability-Related Issues

We understand that issues can happen. Delta provides Complaint Resolution Officials (CROs) to assist in resolving disability-related issues for customers. Each Delta airport has a CRO on duty during all business hours. These CROs are trained experts in resolving disability-related issues and can resolve disability-related issues as when they arise.

Delta partners with airport entities to advocate that shuttle services are accessible for individuals, such as wheelchair users. 

Airport Designs

Delta works to improve concourse navigation at airports where feasible. Certain airports may present navigational challenges, including, by way of example, long hallways without moving sidewalks or concourse-to-concourse transportation by train. In such circumstances, Delta works with, and may provide recommendations to, airport authorities in an effort to enhance the customer experience with respect to airport navigation. While Delta will provide entry-level boarding and deplaning in our US locations for customers arriving and departing in stations with over 10,000 enplanements per year, Delta works with airport authorities to support customers with mobility related disabilities in the boarding experience. Delta has made investments in some of our non-US stations that do not readily have jetways to support enplaning and deplaning. While we do not own these airport terminals, and therefore do not control their infrastructure such as jet bridges, we have invested in aircraft boarding ramps in the following locations.

Multi-Sensory Rooms

Delta continues to invest in accessibility initiatives for the disability community and in efforts to improve the travel experience. To support individuals with sensory sensitivities and their families, Delta has established multi-sensory rooms intended to provide a supportive and safe environment. Such rooms are located at Hartsfield-Jackson Atlanta International Airport (ATL) on the F Concourse, at New York-LaGuardia International Airport (LGA) in Terminal C, and at Detroit Metropolitan Wayne County Airport (DTW) in the A Concourse. These rooms include calming colors, sounds, and activities. The room located at LGA also includes a small mock-up of an aircraft cabin with seats for customers who wish to familiarize themselves with air travel in a controlled environment.

Kiosk Design/Heights

Kiosk accessibility is a critical component of connecting our customers. We are focused on ensuring the kiosk user interface and the kiosk height meets the diverse needs of the disability community. All Delta proprietary kiosks will be compliant with US DOT ACAA kiosk standards. In addition, when new Kiosks are purchased, only kiosks that meet these standards are selected.

Supporting Customers Along the Way

Delta proudly engages with the disability community in supporting customers before they travel.

• Atlanta Hartsfield Jackson International Airport (ATL):
  • Delta partnered with ATL airport authorities and our Advisory Board on Disability to install powerchair charging stations on key concourses. 
  • Delta partners with Wings for All and the airport authorities to host a monthly airport tour for customers with cognitive disabilities and their families. These familiarization tours allow individuals to come and practice the process of traveling through an airport in preparation to travel.
    • For customers on the autism spectrum, the Delta travel experience is welcoming | Delta News Hub
  • Since the early 1990’s, Delta hosts Shepherd Center patients at ATL. This monthly tour helps patients know what to expect, from ticketing to boarding, and lets them practice transferring from wheelchairs to airplane seats to give them the confidence to travel independently. 
• Los Angeles International Airport (LAX): We are proud of the design of our terminal at LAX. We used the following principles in the creation of the space:
  
  • Customers who are deaf/hard of hearing were considered with the installation of visual paging which was integrated throughout the terminal. Visual paging was added to flight, gate, and boarding information screens.
  • Equal access was a factor in the creation of large spacious ramps (sloped walkways) for all occupants. A variety of seating and furniture was provided to suit individual needs and preferences with access to power outlets. Touch free devices were included to access restrooms (Delta Sky Club) for ease of travel.
  • Wayfinding approaches and visibility were an integral part of the design beyond typical accessibility standards. The terminal provides thoughtful lighting, and signage gives direction and reassurance that you are heading to your destination.
  • Equality / Mobility: The terminal includes adult changing stations, service animal relief areas, and built-in accessible restroom features to support and elevate the diversity of customer needs. For example, restrooms included increased wheelchair turning radius for greater maneuverability.
• Minneapolis-Saint Paul International Airport (MSP):
  • In 2022, Delta assisted in the creation of a facility located near gate C16 in Terminal 1 in MSP. As part of that effort, Delta donated a permanently installed mock aircraft cabin measuring approximately 33 feet in length, together with 42 aircraft seats. The aircraft mock-up provides individuals with sensory, physical, or cognitive disabilities, individuals with a fear of flying, and service animal users with an opportunity to experience and become familiar with an aircraft cabin in a controlled setting. The facility also supports training activities for airport public safety personnel and airline support crews in a realistic operational environment.
  • Partnering with Navigating MSP: This program offers free practice runs through the airport and on aircraft for children and adults who may experience discomfort when flying. Delta’s cabin mockup can be used when an actual aircraft is not available. The program volunteers are typically Delta employees who have a family member with a disability. They answer questions and provide friendly advice and encouragement during the tours.

Accessible Aircraft Features

Delta’s Onboard Brand Experience team is responsible for supporting an accessible onboard experience for customers. Certain onboard accessibility features are required pursuant to U.S. Department of Transportation regulations; however, Delta also seeks to implement accessibility measures beyond minimum regulatory requirements in order to enhance the customer experience.

Design of an aircraft seat is more than safety and aesthetics; it is also about inclusion. Delta is creating a thoughtful experience by involving Delta’s Advisory Board on Disability and Accessible Travel in the creative process of selecting and designing aircraft seats. New aircraft delivered to Delta after April 1992 have accessible features that include:

• Movable aisle armrests on at least half of the aisle seats.
• Priority stowage space for wheelchairs in the cabin for aircraft with 100 or more seats.

Onboard Wheelchairs

All Delta aircraft with more than 100 passenger seats also have an onboard wheelchair. These onboard wheelchairs are specifically designed to transport customers up and down aircraft aisles to and from onboard lavatories.

Lavatories

Delta has developed, and continues to develop, accessibility design standards intended not only to satisfy applicable regulatory requirements, but also to further enhance the travel experience. The following activities were undertaken as part of that process: 

• Grab bar mockups to optimize grab bar size, quantity, and placement within a lavatory to support seated independent transfer
• Reachability analysis and mockups for ideal placement of attendant call buttons and door locks within a lavatory
• Mockups engaging the blind community to determine effective tactile symbology and their placement
• Lavatory entrance ramp angle study to determine the ideal angle for onboard wheelchair to enter and exit safely
• Curtain mockups and design improvements to ensure any curtain is used for privacy in case the position of onboard wheelchair prevents lavatory door from closing is effective in providing privacy and also deterring other passengers from encroaching into private space
• Alignment and application of consistent Delta design standard across new delivery aircraft for consistent travel experience for our customers
• Creation of engineering report to document Delta’s design standard and the research data used to reach the conclusion

Employment

As of December 1, 2025, Delta Air Lines had 345 employees in Canada working across five provinces. Globally, Delta Air Lines had more than 100,000 employees working in over 50 countries and territories around the world.

Delta is a global airline with a diverse culture made up of people from all races, religions, genders and gender identities, ages and ethnic backgrounds. Delta's diversity extends as well to include individuals with disabilities. Our shared goal is to ensure all our people have the opportunity to succeed and enjoy a great place to work.

To that end, Delta has a robust Human Resources (HR) team consisting of HR Business Partners and a workplace accommodations team that consult with Delta leaders and employees in Canada to ensure all employees and job applicants are supported in their Delta career from start to end.

Identified barriers from employee consultations

• Negative peer stigma associated with self-identifying as a person with a disability and/or receiving workplace accommodation.
• Uneven awareness of disabilities, including invisible disabilities, as defined by statutory legislation.
• Inadequate assistive devices for physical job functions, which can discourage employees from requesting accommodation.

Actions and timelines
Ongoing

• Continue to promote awareness and understanding of Delta’s accommodation policy and program to all Canada-based employees and leaders to ensure needed accommodations are readily accessible to everyone.
• Promote a culture of inclusion and respect through continued consultations on topics of diversity, equity, and inclusion with Canada-based employees.
• Periodically consult with persons with disabilities in Canada to understand the ongoing barriers that exist within employment.
• Partner with Delta’s Business Resource Group ABLE to exchange ideas and practices to promote accessibility globally.

Short Term

• Inform frontline lead agents on effectively supporting accommodations on their teams.
• Review the leadership follow up schedule of employees with accommodations to ensure accommodations are reviewed timely for effectiveness and employees feel supported.
• Conduct a self-identification campaign across Canada for all employees to better understand the ongoing demographics of persons with disabilities and destigmatize self-identification.

Long Term

• Identify any process gaps or barriers in the Canada accommodation program to help improve and refine the employee experience.
• Conduct a study of each Canadian work location to understand the full extent of all physical and cognitive demands of the business to more effectively participate in the interactive process.
• Educate leaders of people on topics of inclusion, allyship, unconscious bias, and navigating the accommodation program.
• Work with industry leaders to research, develop, and deploy assistive technology and devices to enable more accommodation possibilities.

Delta is subject to applicable sections of Part 2, Service Requirements Applicable to Carriers, of the Accessible Transportation for Persons with Disabilities Regulations (SOR/2019-244). 

Delta has established a partnership with individuals with disabilities for the purpose of obtaining feedback on a broad range of accessibility-related issues. This relationship supports Delta’s development, planning, and implementation of programs, practices, and procedures that affect travelers with disabilities. Delta’s Advisory Board on Disability regularly collaborates with Delta’s Management, DOT and Regulatory Compliance on projects, as well as through in-person and virtual board meetings. These engagements provide Delta leaders with opportunities to interact with board participants and to better understand the impact of Delta’s programs, practices, and services on travelers with disabilities.

Delta consulted with members of the Advisory Board on Disability and Accessible Travel and our own employees in the development of this plan. Specific feedback from these individuals was included in this plan on areas related to diversity of suppliers, clarity on in-flight entertainment, and seating requirements. Below are the expressions provided by some of those participating in this review:

“I knew Delta takes great strides in ensuring that air travel is accessible for customers with disabilities but wasn’t aware of the full extent until I reviewed this report. It makes me proud to be a member of the Advisory Board on Disability and Accessible Travel!” – Carden Wyckoff

“I really appreciate the increased recognition of invisible disabilities, cognitive disabilities, and sensory-related needs throughout the report. Continuing to expand education and awareness in these areas will remain incredibly important, especially because many customers with disabilities may not visibly appear disabled, yet still require understanding, flexibility, and support throughout the travel experience.” Jessica Pelasky – Delta Advisory Board on Disability and Accessible Travel member

Customer Response Programs

For over twenty-five (25) years, Delta has sought and incorporated feedback and advisory input from Delta’s Advisory Board on Disability and Accessible Travel with respect to the customer journey. One recent example of this relationship is reflected in the ongoing development of Delta’s program governing the acceptance and transport of mobility aids.

Delta’s Advisory Board on Disability and Accessible Travel continues to participate in the development of employee communications, customer-facing tools, and the identification of potential gaps in the customer experience. Through the involvement of this Board and Delta’s operational employee groups, Delta has developed policies and processes intended to support the effective handling and transport of mobility aids.

Delta maintains an established process for the collection and management of customer complaints. With respect to complaints relating to disability services, Delta’s process includes providing a response within thirty (30) days of receipt. Complaint content and trend information may, as appropriate, be shared with applicable leadership teams for purposes of evaluating potential operational improvements.

2024 Progress Report