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70 APPENDIX D Interview Questions General Questions 1. How are you involved with animals traveling through airports? 2. What issues have you encountered regarding animals passing through airports? Please give year, species/breed, and details of the issues. Please include all issues that you think are significant. 3. How have such issues been resolved effectively? What lessons have been learned? 4. What policies, procedures, or facilities have you observed that are exemplary or highly effective for accommodating animals passing through airports? 5. When there have been problems, how were they handled? Which entities played what roles in the response and resolution? 6. If you could make changes to any part of the process, what would they be? 7. From your point of view, what are the main barriers to the effective accommodation of animals traveling through airports? 8. How do you help the traveling public find accurate, usable information on the rules and procedures for traveling with pets or shipping animals? 9. What issues do you encounter with documentation (requirements, compliance)? 10. What metrics or other measurements do you use for the quality of care of animals and/or customer satisfaction regarding animal transport? 11. Is there any comment, suggestion, criticism, or addition, either about the topic of this study or about these questions, you wish to add? 12. What documentation (especially photographs) do you have of your animal facilities? Questions for Airports 1. Who are the stakeholders in the accommodation of animals passing through your airport? 2. To what extent does your airport (emphasis on airport) get involved with a. Pets traveling with passengers b. Pets traveling in cargo c. Other animals traveling in cargo d. Service animals e. Therapy animals. 3. What is your estimate of the number of animals in each of these categories traveling through your airport each month? a. Pets traveling with passengers b. Pets traveling in cargo c. Other animals traveling in cargo i. Livestock ii. Marine animals iii. Wildlife. d. Service animals e. Therapy animals 4. How does your airport inform travelers of animal or pet check-in procedures that may differ in location or time requirements from regular check-in? 5. Please describe your airportâs facilities for pets traveling with passengers including pet relief areas. How are they managed? How do passengers find them? How much did they cost? How are they financed? What problems do they present for maintenance or operations? How do you decide where to locate them? How do you deal with space limitations? What is your signage like? 6. Does your airport have an on-airport facility for animals? Please describe. 7. Does the physical layout of your airport create problems for passengers and other customers with animals? This includes terminals, cargo terminals, parking structures, people movers, etc. 8. How far is the cargo facility that accepts animals from the plane that will carry them? 9. Please describe your airportâs facilities for pets or other animals traveling in cargo. How are they managed? How do passengers find them? How are they financed? What problems do they present for maintenance or operations? 10. Have pets or other animals being shipped caused disruptions in your terminal or AOA? Please describe the situation, the extent of the disruption, and how resolved. 11. Please describe the relationship between your airlines and the airport regarding animals passing through the airport. 12. Do animal forwarding or handling companies operate at your airport? 13. Does your airport have an animal or pet contingency plan? Is it written?
71 14. Does the airport staff include a designated person to deal with animal or pet issues? If so, who? 15. What types and amounts of training does the airport give employees about dealing with animals traveling through the airport? Who gets the training? Who serves as instructors? What is the refresher training interval? 16. Does the training include what to do in case of an animal emergency? 17. Does your airport have a veterinarian on call? How often are his or her services needed? 18. What happens if an animal or pet is lost? 19. What happens if an animal or pet dies at the airport? 20. Where is your airport in the process of complying with regulations concerning accommodation and protection of pets and animals? 21. What insurance issues are there concerning with animals traveling through your airport? Airline-Specific Questions 1. How many animals do you handle in each of these categories per month? a. Pets traveling with passengers b. Pets traveling in cargo c. Other animals traveling in cargo i. Livestock ii. Marine animals iii. Wildlife. d. Service animals e. Therapy animals. 2. How do you ensure/enforce standards of care for animals that you transport? 3. What are your guidelines and policies for handling animals? (crates, carriers, temperature, etc.) 4. Do animals in any of these categories cause operational, safety, or customer relations issues for your company? Please describe. 5. How do you manage airline-to-airline transfers of animals in cargo? Is it the same for your regional airline affiliates? 6. What is the interaction between your company and the airport regarding animals? How do you work together when there is a problem? 7. Does your company have a plan for handling pets in IROPs (irregular operations) situations? Is that plan coordinated with the airportâs IROPs plan? 8. How far is the cargo facility that accepts animals from the plane that will carry them? How much does this vary from airport to airport? 9. Do you track or trace animals on your planes? How? a. Pets traveling with passengers b. Pets traveling in cargo c. Other animals traveling in cargo d. Service animals e. Therapy animals. 10. Do you have problems with passengers claiming that a pet or show dog is a therapy animal to avoid fees? How do you handle this? 11. What characteristics and contents (e.g., water and food containers, bedding, etc.) do your require for crates to be acceptable? 12. How does your airline inform travelers of animal or pet check-in procedures that may differ in location or time requirements from regular check-in? 13. What types and amounts of training does your company give employees about dealing with ani- mals? Who gets the training? Who serves as instructors? What is the refresher training interval? Is there a requirement for continuing education? 14. Do your companyâs employees get specific training from service dog (and perhaps therapy dog) companies? What sorts and types of training? Who gets the training? Who serves as instructors? What is the refresher training interval? Is there a requirement for continuing education? 15. Where is your company in the process of complying with regulations concerning accommodation and protection of pets and animals? 16. Do you have a contingency manual for animal operations? 17. What happens if an animal or pet is lost? 18. What happens if an animal or pet dies? 19. With what other companies or entities besides airports do you interact regarding the air transport of animals? 20. How do you deal with customs delays? 21. How do you deal with health inspection delays? 22. What measures does the company take to ensure effective, timely communications between offices, agents, warehouse workers, and contractors involved in handling animals? 23. What insurance issues are there regarding animals you transport? 24. Would a national registry for service animals make a difference? 25. Would a national registry for therapy animals make a difference?
72 Animal Handling and Forwarding Company Question 1. How many animals do you handle in each of these categories per month? a. Pets traveling with passengers b. Pets traveling in cargo c. Other animals traveling in cargo i. Livestock ii. Marine animals iii. Wildlife. d. Service animals e. Therapy animals 2. Do animals in any of these categories cause operational, safety, or customer relations issues for your company? Please describe. 3. How do you deal with customs delays? 4. How do you deal with health inspection delays? 5. What is the interaction between your company and the airport regarding animals? How do you work together when there is a problem? 6. How far is the cargo facility that accepts animals from the plane that will carry them? 7. What is the interaction between your company and the airline or air cargo company regarding animals? How do you work together when there is a problem? 8. Do you track or trace animals that you ship? How? a. Pets traveling with passengers b. Pets traveling in cargo c. Other animals traveling in cargo i. Livestock ii. Marine animals iii. Wildlife d. Service animals e. Therapy animals 9. What characteristics and contents (e.g., water and food containers, bedding, etc.) do your require for crates to be acceptable? 10. How does your company inform travelers of animal or pet check-in procedures that may differ in location or time requirements from regular check-in? 11. What types and amounts of training does the company give employees about dealing with animals? Who gets the training? Who serves as instructors? What is the refresher training interval? 12. Where is your company in the process of complying with regulations concerning accommodation and protection of pets and animals? 13. Do you have a contingency manual for animal operations? 14. With what other companies or entities besides airports and airlines do you interact regarding the air transport of animals? 15. Do you have a veterinarian on staff or on call? 16. What insurance issues are there regarding animals you handle? 17. Would a national registry for service animals make a difference? 18. Would a national registry for therapy animals make a difference? Service and Assistance Dog Company and Association Questions 1. How many animals do you handle in each of these categories per month? a. Service dogs traveling with passengers b. Service dogs traveling in cargo c. Therapy animals traveling with passengers d. Therapy animals traveling in cargo. 2. Do animals in any of these categories cause operational, safety, or customer relations issues for your company? Please describe. 3. What should Service Animal Relief Areas (SARAs) be like? (location, signage, size, features, sanitation, maintenance) 4. What accommodations do the users of service dogs or therapy dogs need in addition to relief areas or in the use of SARAs? 5. What considerations should airports give users of service animals regarding flight connections? 6. Why considerations should airlines give users of service animals regarding flight connections? 7. What is the interaction between your company and the airline or airport regarding animals? How do you work together when there is a problem? 8. How far is the cargo facility that accepts animals from the plane that will carry them? 9. What is the interaction between your company and the airline or air cargo company regarding animals? How do you work together when there is a problem? 10. Do you track or trace animals that you ship? How? 11. Service animals traveling in cargo 12. Service animals traveling with passengers
73 13. Therapy animals traveling in cargo 14. Therapy animals traveling with passengers 15. What characteristics and contents (e.g., water and food containers, bedding, etc.) do your require for crates to be acceptable? 16. How does your company inform travelers of animal or pet check-in procedures that may differ in location or time requirements from regular check-in? 17. What types and amounts of training does the company give employees about dealing with animals? Who gets the training? Who serves as instructors? What is the refresher training interval? 18. What types and amounts of training does the company give airlines about dealing with animals? Who gets the training? Who serves as instructors? What is the refresher training interval? 19. What types and amounts of training does the company give clients (service dog users, therapy animal users) about traveling with animals and preparing for travel? Who gets the training? Who serves as instructors? What is the refresher training interval? 20. Where is your company in the process of complying with regulations concerning accommodation and protection of pets and animals? 21. Do you have a contingency manual for animal operations? 22. With what other companies or entities besides airlines and airports do you interact regarding the air transport of animals? 23. Do you have a veterinarian on staff or on call? 24. What insurance issues are there regarding the transportation of animals you handle? 25. Would a national registry for service animals make a difference? 26. Would a national registry for therapy animals make a difference?
Abbreviations used without definitions in TRB publications: A4A Airlines for America AAAE American Association of Airport Executives AASHO American Association of State Highway Officials AASHTO American Association of State Highway and Transportation Officials ACIâNA Airports Council InternationalâNorth America ACRP Airport Cooperative Research Program ADA Americans with Disabilities Act APTA American Public Transportation Association ASCE American Society of Civil Engineers ASME American Society of Mechanical Engineers ASTM American Society for Testing and Materials ATA American Trucking Associations CTAA Community Transportation Association of America CTBSSP Commercial Truck and Bus Safety Synthesis Program DHS Department of Homeland Security DOE Department of Energy EPA Environmental Protection Agency FAA Federal Aviation Administration FHWA Federal Highway Administration FMCSA Federal Motor Carrier Safety Administration FRA Federal Railroad Administration FTA Federal Transit Administration HMCRP Hazardous Materials Cooperative Research Program IEEE Institute of Electrical and Electronics Engineers ISTEA Intermodal Surface Transportation Efficiency Act of 1991 ITE Institute of Transportation Engineers MAP-21 Moving Ahead for Progress in the 21st Century Act (2012) NASA National Aeronautics and Space Administration NASAO National Association of State Aviation Officials NCFRP National Cooperative Freight Research Program NCHRP National Cooperative Highway Research Program NHTSA National Highway Traffic Safety Administration NTSB National Transportation Safety Board PHMSA Pipeline and Hazardous Materials Safety Administration RITA Research and Innovative Technology Administration SAE Society of Automotive Engineers SAFETEA-LU Safe, Accountable, Flexible, Efficient Transportation Equity Act: A Legacy for Users (2005) TCRP Transit Cooperative Research Program TEA-21 Transportation Equity Act for the 21st Century (1998) TRB Transportation Research Board TSA Transportation Security Administration U.S.DOT United States Department of Transportation
TRB NO N-PRO FIT O RG . U.S. PO STAG E PA ID CO LUM BIA, M D PER M IT NO . 88 TRANSPORTATION RESEARCH BOARD 5 0 0 F ifth S tre e t, N W W a s h in g to n , D C 2 0 0 0 1 A D D R ESS SER VICE R EQ UESTED ISBN 978-0-309-27194-3 9 7 8 0 3 0 9 2 7 1 9 4 3 9 0 0 0 0
