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On October 1,2007 the San Francisco International airport (SFO) passed a regulation that staff may not push two wheelchairs at the same time when assisting passengers. The instruction seems clear enough. However, reports have come in that the regulation has been ignored in some cases. If you have observed or experienced this, or other, unsafe practices at SFO please contact the Rolling Rains Report.
Unfortunately, the union reports that as of October 26, 2007 none of the workers in the agency responsible for this service at SFO, Prospect, had been formally notified of this new rule. In addition, they characterize Prospect management as engaged in stalling contract negotiations leaving workers frustrated and ready to take on major actions.
At the same time, the Prospect web site offers one of the most insightful observations on the importance of this service. In describing this demanding time-critical work environment faced by those who assist airline passengers with disabilities Prospect signals its best intentions:
How important are these services to the image of any airline? From skycap service to wheelchair assistance to baggage service personnel, they are often the first and last impression that customers receive when traveling. These representatives also frequently spend the most time of any personnel interacting directly with the passengers.This high level of interaction is particularly true of passengers requiring physical assistance in navigating through the airport. As the fastest growing segment of the traveling population, the number of those requiring a wheelchair or electric cart continues to rise dramatically.
The SFO situation is similar to Los Angeles LAX.
Troubling reports circulate that Prospect workers there have been working with 1 or 2 trainings in
the past 5 years on this topic - some never received any since they started working in
2004 - and they're still working with broken wheelchairs, even though
the company has new wheelchairs that they're not letting the workers
use.
At one level situations such as this are complicated involving the interests of individual workers, their union, multiple airlines, contract services, airport management, regulators, travelers with disabilities, and disability advocates. At another level, as I have said previously, it is too frequently the service industry worker who takes the brunt of a traveler's dissatisfaction - even while they may be quietly serving to improve services for people with disabilities within their own organization at work.
If you encounter unsafe equipment or practices, report them. If you experience good service, tip generously! The good service you reward today will result in safer service for everybody tomorrow.
For previous coverage see:
LAX Compromises the Safety, Security and Health of Passengers
http://www.rollingrains.com/archives/001736.html
Due Diligence on the Part of Airport Assistants for People with Disabilities
http://www.rollingrains.com/archives/001690.html
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