PUBLIC RECORD: Correspondence With Hartsfield-Jackson Atlanta International Airport (ATL) Regarding Restoring Complimentary Aira Access

An ongoing public record of the behind-the-scenes advocacy effort to get complimentary Aira Access restored at Hartsfield-Jackson Atlanta International Airport (ATL) for blind and low-vision travelers

Information

Response From Karen Stripling (Monday, September 21, 2026)

  • Email Subject: Re: [EXTERNAL] Request to Restore Aira Access at ATL for Blind & Low-Vision Travelers
  • Received: Monday, September 21, 2026, at 1:40 PM Eastern Time
  • Method: Via Email

Response

Dear Armando Vias,

The investigation into your complaint is now complete. I am pleased to hear that your accommodation needs were met during your travel on September 11, 2026.

Please accept our sincere apology for the inconvenience you experienced during your previous travel. Delta Air Line and its wheelchair service provider, UNIFI reviewed your complaint and travel details to determine where the service failure occurred. As a result, supervisors are providing increased monitoring and oversight of special service requests to help ensure travelers receive timely and appropriate assistance.

Thank you for further explaining how on-demand visual interpretation can provide blind travelers with greater independence, privacy, and flexibility when navigating real-time changes within the airport.

Your recommendation for Aira Access has been noted, and when ATL is ready to explore this option further, the appropriate department will contact the service provider directly.

Thank you again for sharing your experience and perspective. Your feedback helps us with our ongoing efforts to provide an accessible and inclusive travel experience for all.

Sincerely,
Karen Stripling
Airport Manager | ADA and Title VI Coordinator
Hartsfield-Jackson Atlanta International Airport (ATL)
City of Atlanta, Department of Aviation

Follow-Up Action (Wednesday, September 16, 2026)

  • Email Subject: Re: [EXTERNAL] Request to Restore Aira Access at ATL for Blind & Low-Vision Travelers
  • Sent: Wednesday, September 16, 2026, at 1:35 PM Eastern Time
  • Verified Read Receipt: Not received
  • Method: Via Email

Message

Dear Ms. Stripling,

I am writing to follow up regarding my travel experience through Hartsfield-Jackson Atlanta International Airport (ATL) on Friday, September 11, 2026.

While the support provided was a noticeable improvement over my experience on August 6th, the trip highlighted the exact operational limitations of relying solely on human escorts.

My original flight to Houston (DL1223 to IAH) was scheduled to depart from Gate C40. While waiting at the original gate (C40), I checked the Fly Delta app on my phone and noticed a last-minute gate change to A21. Because I was using an escort model, I had to manually contact the CRO supervisor assigned to me, explain the situation, and wait for staff to be dispatched to transfer me across concourses.

Had ATL offered complimentary Aira Access—similar to what I experienced upon arriving at Houston (IAH)—I could have navigated directly to Concourse A on my own terms, hands-free using my Meta Smart Glasses, the moment the update appeared on my phone—without having to initiate dispatch calls, wait for staff, or rely on internal airport communication channels.

While I appreciate the extra attention from airport leadership during this trip, this experience demonstrates why human escorts are an incomplete solution for dynamic airport environments. On-demand digital visual access with a professional visual interpreter from Aira gives me and other blind travelers the immediate agency needed to adapt to real-time flight changes privately and independently.

Thank you again for your continued engagement on this matter. I look forward to hearing when your accessibility evaluation department is ready to connect.

Respectfully,
Armando Vias
Community Advocate & Disability Caucus Chair

Follow-Up Action (Friday, August 28, 2026)

  • Email Subject: Re: [EXTERNAL] Request to Restore Aira Access at ATL for Blind & Low-Vision Travelers
  • Sent: Friday, August 28, 2026, at 5:26:00 PM Eastern Time
  • Verified Read Receipt: Yes (Read on Monday, August 31, 2026, at 2:12:23 PM Eastern Time)
  • Method: Via Email

Message

Dear Ms. Striplin,
Thank you for your prompt response and sincere apology. I truly appreciate your willingness to investigate the delay from my August 6th trip and your offer to help coordinate assistance for my upcoming flight on September 11th if Aira Access is not available by then.
Here are the details you requested regarding my August 6, 2026 flight to DCA:

  • Airline: Delta Airlines (I called their customer service on Saturday, August 8, 2026 to report my experience).
  • Confirmation Number: [REDACTED]
  • Flight Number: DL880 (changed to a later flight DL360)
  • Departure Location: Hartsfield-Jackson Atlanta International Airport (ATL)

I arrived to the airport after 9:30 AM, and I ended up waiting until around 10:15 Am-10:20 AM, constantly raising my hand that I have to get to my original flight (DL880) since it was boarding. I ended up arriving after 10:50 at a B Gate after having to wait in line at TSA. The good news is that a kind Delta employee helped me change my flight and guided me to the gate (d 28) for DL360.

Regarding Aira Access, I reached out to Aira’s team as well. They confirmed that ATL was previously an Aira Access location and expressed that they are very eager and ready to re-establish a partnership with Hartsfield-Jackson whenever the airport decides to renew. I look forward to connecting with your dedicated accessibility evaluation department once you are able to share their contact information.

Thank you.

Respectfully,
Armando Vias
Community Advocate & Disability Caucus Chair

Response From Civilrights (Friday, August 28, 2026)

  • Email Subject: Re: [EXTERNAL] Request to Restore Aira Access at ATL for Blind & Low-Vision Travelers
  • Received: Friday, August 28, 2026, at 4:20 PM Eastern Time
  • Method: Via Email

Original Response

Dear Armando Vias,

Thank you for sharing your experience.

Please accept my sincere apology for the more than 30 minutes wait you experienced while seeking assistance at ATL, which contributed to you missing your flight to DCA. We understand that travelers have varying accessibility needs and that requiring assistance does not necessarily mean needing a wheelchair. Each airline has its own service provider to assist passengers with accessibility needs. They have trained employees to assist customers who needs may not require a wheelchair.

To help me investigate this matter, please provide the following information:

  • The airline you traveled with
  • Your confirmation number
  • Your flight number
  • Your departure location or point of origin

Upon receiving these details, I will launch an investigation into the circumstances surrounding the delay.

Also, thank you for recommending that ATL consider Aira Access. While we appreciate your willingness to discuss the service further, ATL has a dedicated department responsible for thoroughly evaluating accessibility services, technologies, and products to determine which solutions are best suited for our airport environment.

Again, I sincerely apologize for the delay and the impact it had on your travel. If you would like to share the details of your upcoming trip, I would be more than happy to assist with coordinating your accessibility needs to help ensure that you receive timely assistance.

Thank you again for bringing this matter to our attention and for advocating for greater independence, efficiency, and accessibility for travelers who are blind or have low vision.

Sincerely,
Karen Stripling
Airport Manager | ADA and Title VI Coordinator
Hartsfield-Jackson Atlanta International Airport (ATL)
City of Atlanta, Department of Aviation

Original Message (Friday, August 28, 2026)

Dear Ms. Stripling,

My name is Armando Vias, and I frequently fly out of Hartsfield-Jackson Atlanta International Airport. I am writing to express my frustration regarding the lack of free Aira Access at ATL and to strongly urge the Department of Aviation to partner with Aira to provide independent visual navigation for passengers.

As you may be aware, Aira is a service that provides on-demand, remote visual interpretation for the blind and low-vision community to enhance independence and efficiency:

  • Live Assistance: A user opens the app to instantly connect with a professional visual interpreter who views their surroundings via their phone camera or smart glasses.
  • Real-Time Guidance: Interpreters audibly describe signage, navigate crowds, read displays, and guide travelers safely through complex environments.
  • Location-Based Sponsorship: Organizations become Aira Access Partners by establishing a digital geofence over their physical footprint, allowing any blind or low-vision person within that zone to use the service for free.
  • Federal Certification: Aira is HIPAA-compliant and listed on the Federal Government’s GSA schedule as a recognized Reasonable Accommodation.

Thousands of organizations and major transit hubs globally partner with Aira to foster inclusion. A full directory is available at https://aira.io/partners

Having Aira Access at ATL would drastically improve the travel experience. It allows visually impaired passengers to independently navigate from the North or South Domestic Terminals through TSA, find dining or retail, and reach their departure gate safely without fearing missed flights due to severe escort delays.

During my last trip through Atlanta on August 6, 2026, I waited over 30 minutes in the wheelchair room just to get an escort to my gate, causing me to miss my flight to DCA in the process. Furthermore, requesting airport assistance automatically defaults to assuming a passenger needs a wheelchair, which is not what I need. With Aira, I have full autonomy to navigate to TSA, request a TSA Cares specialist if needed, and reach my gate on my own terms—privately, efficiently, and independently.

I’ll be flying out of ATL next month. I welcome the opportunity to discuss how ATL can bring back Aira Access to lead the industry in accessible travel. Thank you for your time and dedication to serving all passengers.

Respectfully,
Armando Vias
Community Advocate & Disability Caucus Chair

Last Updated: Tuesday, September 22nd, 2026 @ 2:35 pm Eastern Time

Disclaimer

The letter above that was sent to companies and/or government agencies and is also posted to armandovias.com has been written with the sole purpose of advocating for and promoting equal access and inclusion of people with disabilities. The goal of these letters is to raise awareness about accessibility barriers that I face when navigating websites or out in the community and to encourage companies/government agencies to meet or exceed accessibility standards, such as the Americans with Disabilities Act (ADA) and the Web-Content Accessibility Guidelines (WCAG).

These letters are posted on this website for documentation, educational, informational, and transparency purposes only, and these letters does not constitute legal advice.

These letters are intended as constructive feedback to assist companies/government agencies to identify and fix accessibility issue(s). They’re not designed to defame, disparage, or cause any harm to individual(s) or entities. My motivation of posting these letters is to foster a more inclusive environment for everyone.

While I strive to provide accurate and up-to-date information in these letters, the content(s) in each letter is based on my analysis and observations at the time of writing. I cannot guarantee the absolute accuracy/completeness of all information, and mistakes and omissions may occur.

The posting of these letters does not constitute a formal legal complaint, nor does it guarantee any specific legal action(s) or outcome. My objective is to encourage compliance and improvement(s) for providing equal access for all individuals.

My website (armandovias.com) and the views expressed in each letter are independent and do not represent any official legal or governmental authority. I encourage companies and/or government agencies to review my feedback carefully and to take proactive steps to ensure equal access for everyone. I believe that inclusion for all is a fundamental right for all companies and government agencies.

If you have any questions, or if you’d like to discuss the contents of a letter that’s posted on armandovias.com, contact me by replying directly to the email that the letter was sent from or call me by using the phone number that’s provided in the email.

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