Discussion and examples for serving customers with disabilities and etiquette for
interacting with customers who have disabilities in the transit environment. Additionally,
examples of recognizing how to accommodate the needs of these customers will be
provided along with an overview of important considerations for implementing an
effective ADA complaint process. Issues covered include effective communication,
understanding a range of disabilities and conditions affecting transit use, reasonable
modification to policy, and role of personal care attendants. The complaint process is
linked to disability sensitivity and includes interactive communication in a form that is
useful to the customer, tracking of interactions, and issue resolution.