Air Canada Implements New Accessibility Plan

    Despite all the complaints and irritations about accessible air travel these days, there’s some good news on the horizon, at least as far as Air Canada is concerned. Not only does this carrier make it a point to abide by Canada’s Accessible Transportation for Person with Disabilities Regulations, but they are also becoming more proactive about providing adequate services to passengers with disabilities. And to that end, they recently released their Air Canada Accessibility Plan for 2026 to 2029.

    Plans are great, but I was impressed that they based this plan on the “nothing about us, without us” battle cry of the independent living movement. This impressive – 49 page – document addresses all disabilities and includes a lot more than just making sure there’s an aisle chair available when the plane lands. Along with training and access improvements this comprehensive plan also includes customer sensitivity issues, studies, feedback, consultations, committees, advisors, employment and sponsorships. And in the end it presents a forward view of addressing accessible air travel shortfalls.

    Here are a few highlights.

    Accessibility Progress

    This section includes some of their access successes. They include:

    • The implementation of mobility aid tracking, with with real time updates and alerts on the Air Canada app
    • The inclusion of more detailed information about airport accessibility on the Air Canada website and app.
    • The availability of more support for passengers who need to use medical oxygen during flights, and the addition of discounted oxygen options.
    • The elimination of inconsistencies relating to equipment limits, and the reduction of physical barriers to aircraft and airports.
    • And what I feel is a huge improvement – the availability of transfer slings at Canadian airports, and the ability to secure many mobility aids in the cabin.

    Access Barriers

    Of course there are still some access issues that could use some improvement. Those are also included in the report.

    • Some aircraft have physical barriers, including cargo door dimensions and cabin layouts that limit the ability to accommodate some wheelchairs.
    • On-board lavatories need accessibility improvements.
    • Wheelchair damage and delays need to be eliminated.
    • Boarding and deplaning in uncomfortable aisle chairs needs to be improved.
    • Accessibility shortfalls during service interruptions need to be addressed.

    Airport Accessibility

    The report also addressed how they can address access airport accessibility in the long term. Here are some of the issues they plan to tackle.

    • Expand the availability of passenger lifts and transfer equipment to smaller airports throughout Canada.
    • Incorporate the use of transfer slings with third-party providers in the US.
    • Evaluate improved aisle chair designs which allow for greater passenger independence and comfort.
    • Explore self-serve mobility equipment tagging options.
    • Improve boarding and deplaning options in Latin America for customers with mobility disabilities.
    • Improve independent wayfinding and movement through airports.
    • Improve the availability of ambulifts at airports, for customers who are unable to walk or navigate steps.
    • Upgrade the regular inspection and maintenance program for accessibility equipment.
    • Lobby with airport authorities for a dedicated accessibility lane at Canadian hubs.
    • Work with airport partners to provide more consistency on gate passes for non traveling support persons.

    Mobility Aid Handling

    And finally, one of the most important sections of the report addressed how to improve the reliability of mobility aid handling. Here are their plans.

    • Develop a system that prevents flights from departing when mobility aids are missing from the cargo hold.
    • Expand mobility aid tracking notifications.
    • Enhance hand held digital devices used in ramp operations to improve the handing of mobility devices.
    • Introduce automation that helps prevent the loss of mobility aids.
    • Enhance communication between ground handling and flight services regarding the handing of mobility aids.
    • Consider creating an Air Canada branded pouch for wheelchair tools and loose components that will clip to the mobility aid.
    • Continue to engage with mobility aid manufacturers, so they can create power mobility aids that can fit through all air cargo doors.
    • Include cargo do size as a factor when selecting flight partners.
    • Continue to refine the notification tool for mishandled mobility aids.
    • Continue to improve the recovery infrastructure for faster response when a mobility aid is damaged or lost.

    My Take

    First and foremost I’m glad that they addressed access, and in fact had an entire report that focused on the issue. My hope is that is goes further than the printed word, and that many of their goals come to fruition.

    What do I think is most important? That’s a tough call, as equipment damage is one of the top complaints from wheelchair-users; however a little more comfort during the trip goes a long way to making the journey more enjoyable.

    Personally. I hope they put a priority on improving the aisle chair for greater passenger comfort and independence. I get a lot of complaints about those uncomfortable aisle chairs. I know that they have to fit down the aisles, but I would think that there’s a way to make them a little more comfortable – maybe add some extra padding or something?

    Of course everyone wants their wheelchair to arrive on time and unharmed, so that goes right up there with comfort in the air. I don’t really have a solution for that one, except more training for employees (I expect there is a high turnover) and just take a little more care when it comes to assistive devices. Luggage can be easily replace, but mobility aids are another issues entirely. I mean I can go out and buy some more underwear if my luggage is delayed or lost, but it’s not that easy if your wheelchair is lost or damaged.

    Anyway, this is a first step. At least Air Canada has some plans and goals, so that’s good. Now I’d like to see those goals accomplished.