DOT Frontline “Hands-On” Training

As of June 17, 2026, all airline personnel (including vendors, contractors, and business partners) who provide/ may potentially provide physical assistance to travelers with disabilities must complete hands-on training in accordance with ACAA CFR 14 Part 382.141(a). This includes employees who assist with guiding travelers who are blind or low vision, assisting travelers using personal wheelchairs or airport/airline-provided mobility devices, and handling or stowing mobility equipment. Personnel covered under this requirement must also complete annual refresher training related to their duties.

Part 382.3 defines “hands-on training” as:

“In-person training that is received by an employee or contractor where the employee or contractor can learn and practice real-life scenarios in a safe and controlled environment without the possibility of real-life consequences to passengers with disabilities and with the use of a suitable life-sized model or equipment, as appropriate.”

This one-day training course is ideal for frontline employees and service providers and is designed to improve the quality and consistency of customer service provided system-wide. The training focuses on helping employees deliver safe, dignified assistance while strengthening customer service skills and reinforcing the value of their role in the travel experience. The result is an enhanced experience for both travelers and employees alike.

Open Doors Organization has designed this course to align with the new DOT requirements and cover the following topics:

• U.S. laws governing airlines and airports
• Customer service and communication skills
• Appropriate language and sensitive topics
• General knowledge of disability and aging
• Assisting customers throughout each stage of service delivery
• Lift and transfer techniques
• Technical skills for wheelchair handling
• Safely assisting passengers with a variety of disabilities
• Managing uncomfortable situations and resolving problems

Train-the-Trainer Option

This training is also available as a “train-the-trainer” course. Participants will complete the full training while also learning how to effectively facilitate and teach the course themselves. Upon completion, trainees will receive comprehensive course materials, including:

• Training content and instructor notes
• Participant handouts and course materials
• Media and presentation assets
• Facilitator guide and teaching resources