Customer Advisory Board on Disabilities
NWA formed the Customer Advisory Board on Disabilities in December 1999 to obtain advice and recommendations on how the airline can better serve and communicate with the growing travel segment of air travelers with disabilities. It is the cornerstone of NWA's program for customers with disabilities, and demonstrates NWA's commitment to providing accessible air travel.
The 11-member Customer Advisory Board is made of individuals who represent different disabilities and disability advocacy organizations. Board members meet regularly to review Northwest's existing and proposed policies and procedures as well as training programs related to services for passengers with disabilities.
Most recently they completed a comprehensive review of Ground Operations, Inflight Services and Reservations initial and recurrent training programs. Recommendations are currently being evaluated for incorporation into future training programs.
The Customer Advisory Board is part of Northwest's Customers First service plan, which was implemented on December 15, 1999. Board Members
Stephanie Cooper
Society for Accessible Travel and Hospitality
New York City, New York
Ms. Cooper has served as a board member since March 2004. She has been in the travel business for over 25 years as a travel consultant - 22 years as owner of Cooper Travel Service, and 3 1/2 years as a partner of Cooper-Kaleidoscope-Carlson Wagonlit. She now works as independent travel consultant. She is an active member of several business, professional, civic and charitable organizations and has served on many boards of directors. She resides in Asheville, North Carolina.
Lydia Graber
Michigan Commission on Disability Concerns (MCDC)
Lansing, Michigan
Ms. Graber has served as a board member since April 2002. She has been a member of the Michigan Commission on Disability Concerns since 1993 and served as chair from 1996 to 2003. MCDC has twenty-one governor appointed commissioners who serve in an advisory capacity and provide the perspectives of people with disabilities, the business community, and professional service providers. She resides in Belleville, Michigan.
Michael Harris
Paralyzed Veterans of America (PVA) - Michigan
Novi, Michigan
Mr. Harris has served as a board member since August 2001. He is government relations director, advocacy officer, and chapter legislative director of the Michigan chapter of Paralyzed Veterans of America (PVA). He resides in Westland, Michigan.
Wilson Hulley
Disability Advocate
Chevy Chase, Maryland
Mr. Hulley has served as a board member since April 2002. He helped Northwest develop and produce training videos and printed materials on travelers with disabilities. He was most recently Executive Assistant to the Executive Director and Chair at the President's Committee on the Employment of People with Disabilities. He serves on a number of domestic and international disability rights organizations including the International Association for Assistance Dog Partners (largest international disability rights for assistance and guide dogs) organization. He was presented recently the Unsung Hero Honor for his work with the U.S. Department of Transportation. He continues to serve as an advisor to a number of corporate executives in the private sector and to senior Administration officials in the public sector. He resides in Chevy Chase, Maryland.
Lolly Lijewski
Metropolitan Center for Independent Living - Minnesota (MCIL)
St. Paul, Minnesota
Ms. Lijewski has served as a board member since December 1999. She has been advocacy manager for Metropolitan Center for Independent Living - Minnesota since 1995. She holds a social work degree from The College of St. Catherine as well as a second major in radio and television production. She resides in Minneapolis, Minnesota.
Patrick Maher
National Spinal Cord Injury Association
Mr. Maher has served as a board member since March 2004. Patrick is the President of the National Spinal Cord Injury Association and has served on their board since November 2003. As Manager for nAblement Services of SPR, an IT staff consulting and project management firm, Pat develops opportunities for organizations to hire qualified IT professionals with disabilities for a wide range of IT support needs. The nAblement Apprenticeship program has been designed to support an IT career path for new college graduates with a disability, and has been very well received by SPR clients. Pat resides in Westmont, Illinois, a suburb of Chicago.
David Nelson
National Association of the Deaf
Mr. Nelson has served as a board member since October 2004. He has been with NAD since 1978 and recently received the organization's most prestigious award, the Fred C. Schreiber Distinguished Service Award. Mr. Nelson has been employed at the National Railroad Passenger Corporation (Amtrak) for the past 14 years as disability advocacy specialist. He is responsible for providing accessibility information and outreach activities to the disability community. He holds a bachelor's degree from Rochester Institute of Technology as well as degrees from National Technical Institute of the Deaf (NTID) and Florida School for the Deaf and Blind. He resides Washington, DC.
John Schatzlein
Minnesota Department of Health - Minnesota Spinal Cord & Brain Injury Trauma Data Bank Advisory Committee
St. Paul, Minnesota
Mr. Schatzlein has served as a board member since August 2000. He is currently a consultant for the Minnesota Department of Health. He has served as a Spinal Cord Injury advisory member since July 1991. He is also a member of the Rochester Mayo Hospital Spinal Cord Injury Advisory Committee and is active with numerous National and State rehabilitation agencies. He resides in Bloomington, Minnesota.
Margaret Schuster
Ventures Travel, LLC
Eden Prairie, Minnesota
Ms. Schuster has served as a board member since April 2002. She is President of Ventures Travel, LLC which provides educational and recreational vacation opportunities for people with developmental disabilities and others who benefit from supervised travel vacations. In addition, Ventures Travel, LLC provides support and respite for parents, families, and other care providers. Alternates
Rich Diedrichsen
Self-Help for Hard of Hearing People (SHHH)
Bethesda, Maryland
Mr. Diedrichsen has served as an alternate for Board Member Brenda Battat since December 1999. He is president of the Minnesota State Association of Self-Help for Hard of Hearing People. He is also the regional manager of the East/West Central Deaf and Hard of Hearing Services Office for the State of Minnesota. Diedrichsen holds a degree in psychology as well as rehabilitation counseling from Minnesota State University at Mankato. He resides in St. Cloud, Minnesota.
Barbara Jacobsen
Society for Accessible Travel and Hospitality (SATH)
New York City, New York
Ms. Jacobsen has served as an alternate since December 1999. She is a member of SATH and is president of Flying Wheels Travel in Owatonna, Minnesota. Meeting Dates
Customer Advisory Board meetings are held regularly and in Minneapolis/St. Paul, Minnesota unless otherwise noted below.
2008 Meeting Dates
- April 1-2, 2008 - Memphis, Tennessee
2007 Meeting Dates
- April 4-5, 2007 - Memphis, Tennessee
2006 Meeting Dates
2005 Meeting Dates
- April 28-29, 2005 - Detroit, Michigan
- October 20, 2005
2004 Meeting Dates
- March 10-11, 2004 - Memphis, Tennessee
- October 19-21, 2004
2003 Meeting Dates
- February 19-20, 2003 - Memphis, Tennessee
- June 18-19, 2003 - Detroit, Michigan
- October 15-16, 2003
2002 Meeting Dates
- March 13-14, 2002 - Detroit, Michigan
- May 9, 2002
- August 1, 2002
- November 7, 2002
2001 Meeting Dates
- February 8-9, 2001 - Memphis, Tennessee
- May 10-11, 2001
- August 8-9, 2001
2000 Meeting Dates
- February 10, 2000
- August 10, 2000
- November 9, 2000
1999 Meeting Dates
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