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Air Carrier Access Act Update and Impending Changes

About the Presenter

Bill Burnell is Manager, Customer First and Regulatory Programs for Continental Airlines. He is responsible for ensuring compliance to all regulations involving disability issues set forth by the government. The job requires a tremendous amount of interaction with the disability community, along with every department within the airline. Compliance with the Department of Transportation Part 382, also known as the Air Carriers Access Act, is the top concern at his position.

Current programs that Mr. Burnell has implemented under his watch include “Project Airport”, an airport tour program that Continental and Memorial Hermann-TIRR initiated at Houston’s Bush-IAH airport, and the “Customers with Disabilities Advisory Board”, a group comprised of several members of the community each representing a different disability. This highly diverse Board meets with members of various departments within Continental to offer suggestions and tips on how to better improve disability handling and the product the airline is offering.

Prior to being named to his current position in 2007, Mr. Burnell held the position of Supervisor, Customer Service Coordination at Continental Airlines System Operations Coordination Center. He also held previous positions at the company’s former Denver, Colorado hub.

Mr. Burnell has 22 years of experience at Continental Airlines.

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