Learner Profile: Cheryl Waters

Providing a Positive Travel Experience through Disability Sensitivity Training

Cheryl Waters works for John Wayne Airport, Orange County as the Customer Relations Staff Specialist. John Wayne Airport is the only commercial service airport in Orange County, California and is the principal provider of aviation services in the county. The Airport serves more than 10 million passengers annually. 

As the Customer Relations Staff Specialist Cheryl has a multifaceted role which includes:

  • Working with the Public Affairs team to implement programs that provide a superior guest experience
  • Addressing customer concerns
  • Providing customer education
  • Processing photography and filming permits
  • Overseeing promotional items

In 2018, in preparation for their Helping Hands Program, Cheryl along with John Wayne Airport’s Customer Relations Team enrolled in the Online Learning Centre’s Disability Sensitivity Training course. The Airport’s Helping Hands program aims to provide a positive travel experience for guests with physical, sensory, mental, and hidden disabilities, as well as those using service animals.

Cheryl and the team found that the material in the Disability Sensitivity Training course helped sharpen and broaden their knowledge and skills on serving guests with disabilities. She particularly enjoyed the practical examples that were included in the material. The staff at John Wayne Airport constantly strive to provide the best guest experience and found that the training gave them the perfect foundation.

Cheryl commented that “the knowledge gave me greater confidence when serving and interacting with those who chose to travel through our Airport.”

Congratulations to Cheryl Waters and John Wayne Airport’s Customer Relations Team for completing the Disability Sensitivity Training course!

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