BONNIE HAYES, OWNER & FOUNDER

After a near forty-year career with American Airlines, Bonnie Hayes has invaluable insight into and experience with the air travel industry. Her thorough knowledge of the Air Carrier Access Act, combined with an extensive background in airline policy and procedure, positioned her as an Expert Witness for American Airlines’ from 2018-2021. 

Throughout her career, Bonnie has held positions in Customer Accessibility, Passenger Service, Airport Agent Training, Customer Experience Innovation and Delivery, Customer Planning and Customer Care Support. 

A primary area of Bonnie's expertise is the Air Carrier Access Act (CFR Title 14, Chapter II, Subchapter D, Part 382) including:

• Airline requirements for special service requests
• Physical, developmental and cognitive disabilities
• Service and Emotional Support Animals
• Seating accommodations
• Accessible services in airports
• Airport agent policy and procedures
• Wheelchair and aisle chair services
• Boarding, deplaning and connecting assistance
• Pet relief areas
• Accessible services onboard
• Flight attendant policy and procedures
• Accessible lavatories
• Onboard wheelchairs
• Passenger medical equipment
• Medical clearances
• Mobility device handling and stowage
• Advance notice
• Communicable diseases
• Medical conditions
• Safety Assistants
• Complaint Resolution Officials
• Denial of transportation
• Complaint and enforcement procedures
• Document retention/record keeping

Access 382 is here to serve you whether you need an expert witness, are looking for a consultant with credentials you can trust or want a speaker who contributes to the larger discussion around accessibility with passion, intelligence, and hard-earned wisdom.