She cited the ongoing challengesof these site changes and re emphasized the importance of consistentlyeducating the company's staff. In his discussion on Delta's Disability Program, David Martin from theairlines department for disability services and customer advocacy alsohighlighted the value of educating employees on the subject
matter andtraining them to ensure "good practices. " He continued by depicting Delta's commitment to making "Delta the carrier ofchoice for customers with disabilities. " The strategies used to do thisincludeproviding operational excellence, anticipating complaints, offering helpfulresponses to feedback, and seeking advice from experts. He defined experts as disabled individuals themselves, since they hold themost insight regarding problems and improvements. Delta works with the Shepherd Center, the Center for the Visually ImpairedCVI, and other non profit groups on its "experiential outreach program" inorder to connect with these experts. Delta encourages those with blindness, deafness, or physical disabilities,such as spinal cord injury, to confront the difficulties that they face withair travel by going through a guided tour of Atlanta's Hartsfield JacksonAtlanta International
Airport. This is an opportunity for each individual to undergo the steps of travelfrom check in, to security, to gate arrival, to enplaning, deplaning, andmaking connections, so that he or she can express concerns and overcomefears. This is a mutually beneficial program as Delta can learn from anynegative experiences, create improvements based on complaints, and makepreventative innovations. Delta's relationships with the Shepherd Center andCVI exemplify the uniquefusions that can only exist in Atlanta. The sponsorship team of GAAT, which is composed of representatives from IBMResearch, Aeolian Solutions, and G3ict, concluded the session byhighlighting the positive measures that have occurred since the group's lastmeeting.