In November 2023, the Standing Committee on Transport, Infrastructure and Communities (the committee) decided to undertake a study on accessible air transportation in Canada for persons with disabilities. The committee held four meetings on this subject and heard from air passengers in Canada, organizations representing persons with disabilities and passengers’ rights, air service providers, and federal organizations.

Some witnesses spoke about various barriers faced by persons with disabilities when they travel by air in Canada. Discussions mostly centered on the barriers faced by people who travel with a mobility aid and those with a visual impairment. The shared responsibility between airport operators and air carriers in looking after passengers with disabilities during their travel journey was also discussed, as was the impact that has on those passengers. Some witnesses suggested that just one employee should be responsible for assisting a passenger with a disability throughout their entire travel journey. Some witnesses also proposed that air service providers improve their communication, especially when it comes to the assistance services offered or when a problem arises during the travel journey. Witnesses also talked about the accessibility of aircraft, particularly the washrooms, call buttons, and the entertainment system.

During the study, various witnesses shared travel experiences they had where their mobility aids were damaged, destroyed, or left behind at their point of departure. They called for mobility aids to be considered an extension of their bodies, rather than luggage, and for air service providers to make a greater effort to ensure that their employees are trained to be more sensitive to this. Some witnesses also reiterated the importance of air service providers working with persons with disabilities on all of the elements that contribute to the travel experience, whether it be employee training, the development of accessibility plans and programs to improve the travel journey, or even the design of aircraft.

Some witnesses stated that, when they travel by air, their experience can vary depending on the airport, the air carrier or even the staff on duty and that there is a lack of consistency in accessibility procedures across Canadian airspace. Some witnesses also criticized the lack of publicly available data in Canada concerning complaints filed with air service providers and incidents for which no complaint was filed. Certain witnesses felt that more transparency would provide more accurate insight on the recurring issues and would help to determine whether the current legislative and regulatory measures regarding accessibility are sufficient and properly enforced. In that regard, some witnesses recommended that the Canadian Transportation Agency strengthen its oversight with respect to air service providers and that it impose deterrent monetary penalties when a provider fails to meet its accessibility obligations.