Delta's history of making travel accessible for all

As part of Delta’s mission to connect the world, we continue to invest in technology, training and process improvements that make air travel more accessible.

Staff Writer

Mar 4, 2025 9:30am

Editor's note: This piece contains information that was previously shared in 2023 as well as new information and actions Delta has taken for our customers with disabilities.

As part of Delta’s mission to connect the world, we continue to invest in technology, training and process improvements that make air travel more accessible.

Enhancements like closed captioning for onboard entertainment, self-service options in the Fly Delta app, new AI search on Delta.com and the beloved flight map on seatback screens all create a smoother travel experience for people with disabilities and for all our customers.

Throughout our 100-year history, we have engaged in a variety of initiatives to increase air travel accessibility, and our work in this important space is always evolving.

"Travel is for everyone. We’re focused on removing obstacles and creating a premium experience for all of our customers.” - Alison Lathrop, Delta’s Managing Director, Environmental and Accessibility Programs

Our commitment to accessibility – by the numbers

25: Years that the Delta Advisory Board on Disability and Accessible Travel has been helping us improve. The Board comprises 15 thought leaders from various disabilities communities around the U.S. This is the longest running board of its kind among U.S. carriers. The Board provides expertise for employee training that is specific to customers with disabilities, and they provide feedback on accessibility across the travel ribbon, including aircraft interior designs.

“We’re always involved in the process,” said Thomas Panek, Chair of the Advisory Board. “We want to continue to make Delta the brand of choice for people with disabilities.”

2022: The year Delta joined airlines across the industry to create a Passenger Accessibility Commitment as a pledge above and beyond the DOT’s Passengers with Disabilities Bill of Rights.

100%: Closed caption on all movies and series content on seatback screens. We have also increased audio-descriptive content by 40% in the last year.

No. 1: Delta and wholly-owned subsidiary Endeavor are top airlines in assistive device handling among DOT-reporting carriers (competitive set only). In 2024, Delta and its connection carriers carried more than 182,000 wheelchairs, scooters and mobility devices across our global network. We’re determined to get even better at caring for these devices. Even one damage is too many.

2: Years the Delta White Glove Services team has been dedicated to customer mobility and elevated service for customers with assistive devices. In all stations, our below-wing team members receive specialized training and use advanced technology to be in the right place at the right time to support customers and their devices. 

45%: Customers who use the new accessible flight map on seatback screens. Our partnership with the Advisory Board on Disability and Accessible Travel was crucial to improving visuals and controls to exceed standards set by the Americans with Disabilities Act and the European Accessibility Act. Voice narration will come in future versions of the accessible map experience, leveraging AI and flight data to provide audio updates on arrival times, points of interest and more.

Continuous improvement is in our DNA

While Delta is proud of our progress, we know there’s more work to do.

Onboard product

Delta Flight Products, a wholly owned subsidiary of Delta Air Lines, debuted a full prototype of a first-of-its kind airplane seat in 2023 that allows customers who use a powered wheelchair to remain in their own wheelchairs for their entire journey. The seat converts a standard passenger seat to an accommodation for wheelchair restraint. One iteration of the patented design offers comfort and safety for all passengers by providing access to headrest, center console tray tables and cocktail table that adjust to serve passengers with wheelchairs in place. The seat earned the Airline Passenger Experience (APEX) 2024 Innovation Award for Best Cabin, and will go through testing and certification programs to become certified. As with any product implementation aboard aircraft, many safety and operational assessments must take place, and fully rolling out new offerings can take years.

Sensory rooms

We continue to invest in sensory rooms to help neurodiverse customers acclimate to travel. Currently, we operate one room at ATL and one at LGA, and we collaborated with Detroit Metropolitan Wayne County Airport on their own sensory room. Additionally, we donated an aircraft cabin mockup to Minneapolis-St. Paul International Airport to allow customers with disabilities an opportunity to prepare for their onboard experience. This mockup also provides a training environment for service animal organizations and airport vendors who work with customers with disabilities.

Fly Delta app

The Fly Delta app is at the center of the customer’s journey and continues to evolve. Customers in need of mobility assistance or additional services during travel can easily share information ahead of their journey by tapping the “Accessible Services” button.  Customers can also let us know if they’re deaf or hard of hearing, blind or partially sighted. By using the app to share this information ahead of time, we can be prepared to best assist you across your journey. This information also allows our flight attendants to deliver personalized safety briefings ahead of departure.

“Before boarding, in the air, at your destination and anywhere in between, Delta people are available to assist,” Alison Lathrop said “Our teams continue to learn from other airlines across the globe on how best to assist customers with disabilities and ensure their safety in the event of any unforeseen circumstances. We never compete on safety. Telling us who you are and how we can help you is always welcome. We’re listening, and we care about you.”

Find resources on accessible travel services on  Delta’s Accessible Travel Services page.