Airchair is supporting a new initiative from All Wheels Up (AWU), which will see the not-for-profit company recently recognised by Forbes, offer Complaints Resolution Official (CRO) training and services to airlines of all sizes.
The new programme will help airlines strengthen accessibility standards, improve support for passengers with reduced mobility (PRMs), and meet U.S. Department of Transportation requirements under 14 CFR Part 382.
As part of the initiative, Airchair has donated an Airchair II onboard wheelchair to support practical, real-world CRO training. Fully compliant with the latest U.S. DOT accessibility regulations, the Airchair II enables airline teams to train using equipment designed specifically to improve the onboard experience for passengers with disabilities.
For Airchair, the collaboration reflects a shared focus on practical accessibility solutions that help airlines respond to the day-to-day realities of supporting PRMs onboard. “Accessibility is no longer a future conversation; it is a practical operational requirement,” said Sarah McOnie of Airchair. “Working with organisations like All Wheels Up helps ensure airlines not only understand regulatory requirements but also gain hands-on experience with the equipment and processes that make accessible travel work in practice.”
AWU’s training programme will provide certified CRO services for airlines, specialist training for airline staff, and scalable support options for carriers of different sizes. The curriculum includes disability rights, complaint resolution procedures, customer service best practice, and compliance with U.S. DOT accessibility regulations.
The initiative is being led by retired JetBlue accessibility specialist and CRO trainer Stephanie Lanza-Efthimiou, alongside the wider AWU team.
Airchair has continued to work closely with airlines, regulators and accessibility advocates to improve onboard mobility solutions for passengers with reduced mobility. The company’s Airchair II has been developed specifically to support compliance with evolving accessibility regulations while improving safety, dignity and ease of use onboard. “Having practical onboard accessibility solutions available can help airlines address the vast majority of day-to-day mobility challenges onboard,” McOnie added. “Training, operational readiness and the right equipment all need to work together to improve accessibility.”
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