I'm sorry to hear that your constituent had a bad experience with us.
We do have policies and procedures. We do have training each year. I believe the vast majority of our people have empathy and understand the processes. I think that's evidenced by the fact that we do successfully move the vast majority of the 500,000 customers with disabilities that we carry on an annual basis.
As we've said, we do make mistakes, so we have to improve. The way we're going to improve is we're going to double down on training, to start with. Our 10,000 airport employees will receive an enhanced training program that's been put together with the help of disability experts to ensure, first, that processes are followed, and secondarily and equally as importantly, that there's a better understanding of the needs of a customer with a disability.
Just recently, we put in place the Sunflower program for customers with non-visible disabilities. We're the first airline in North America to do so. If the customer chooses to wear the sunflower lanyard, that will be an indication to our staff that this customer has a hidden disability and that they should therefore act accordingly.
I think those are all concrete steps forward to improve the situation. Again, it's all outlined in our three-year accessibility plan that we're currently executing to get better and to achieve what I said in my opening comments, which is to make every experience a positive experience.