Thank you, Mr. Chair.
Good morning, everyone.
Let me assure the committee, people with disabilities and the Canadian public that Air Canada takes very seriously its obligations to ensure that our services are accessible. We want to be the preferred airline for people with disabilities.
We're already investing significant resources in accessibility, and we'll do even better.
Each year, Air Canada successfully carries hundreds of thousands of customers who require mobility assistance or other accommodation. We invest significant resources in accessibility. We have been and will continue to be a leader. In January, we became the first carrier in North America to adopt the Sunflower program for customers with non-visible disabilities, and we were also the first in Canada to enable customers to track their checked mobility devices in real time. In addition, we have updated our policy around priority boarding and storage of mobility aids.
Also, at the start of 2024, we created a customer advisory committee comprising representatives from four Canadian accessibility groups. We were a key participant in drafting the Canadian Transportation Agency’s “Mobility Aids and Air Travel Final Report”. We are proud of the contribution to this government-led initiative. Air Canada was one of the first airlines to waive liability limits in international treaties to pay the full cost for damaged mobility equipment. I sit on the board of the International Air Transport Association, which represents 250 airlines worldwide. Air Canada was a key member of its mobility aid action group.
We endorsed the Accessible Canada Act and its goal of a barrier-free Canada by 2040. As part of this, we publicly filed a three-year accessibility plan, which we are currently implementing. Our plan includes 145 far-ranging new initiatives based on a year of research, expert consultations and feedback from travellers with disabilities who took over 220 flights. We would be pleased to provide a copy to committee members for your review.
Our employees, third party international contractors and the entire leadership team have a high awareness, a strong work ethic and deep empathy for this very important customer segment. Hundreds of thousands of customers requiring assistance successfully travel each year.
In 2023, across our network, we received nearly 1.3 million special assistance requests from our passengers. Based on the number of incidents reported, the vast majority had a positive experience. In terms of those requiring wheelchairs and mobility devices, in about 0.15% of these instances customers contacted us to report a negative experience. Overall, our records show that in 2023 about 100 accessibility-related complaints were filed with the CTA related to our services.
This is not to minimize the number of incidents, nor the serious impacts the disruptions had on the individuals involved, but it is important context that indicates, first, that we do a good job and, second, more importantly, that we need and will continue to get better. Our industry is more complex than others; however, I believe that if all our partners work together, we can remove all barriers for air travel.
While the causes behind these negative experiences differ, we have concluded that the chief issue is inconsistency, and the best remedy for this is to provide our people, who all want to do a good job of serving customers, with more and better tailored training and tools so they can succeed every time.
For example, our 10,000 airport employees will receive extra disability-related instruction as part of a new recurrent annual training program. Apart from reinforcing processes, it will promote better understanding. In addition, our frontline and management groups are required to complete a specially designed training program put together with expert advice, which includes content on the principles that all persons must be treated with dignity and barriers removed.
A good parallel is airline safety. Incidents still occur, but aviation today is the safest mode of travel. This was achieved through our industry’s willingness to examine and learn from mistakes, constantly refine processes, adopt new technology or add redundancy, and through continual and better training.
We are well aware of the effects a disruption has on our customers with disabilities. When we fail, we are incredibly disappointed, because it affects a person’s quality of life. In these cases, we apologize and we take responsibility. However, what we hear is that our customers’ overriding concern is always that we act to make sure that whatever happened to them does not happen to others.
This is why our leadership team and all employees at Air Canada are committed to improve and we are striving each day to deliver a positive experience for every customer. We know we must and can do better.
We're ready to answer your questions.
Thank you.
Thank you.