Air Canada’s 2024 Accessibility
Progress Report

Consultations

Following the principle of “nothing about us without us,” we consulted different persons with disabilities and disability groups in preparation for this progress report.

2.1. Accessibility Advisory Committee

Air Canada’s Accessibility Advisory Committee was created in December 2023 to provide input and guide our path and vision toward greater accessibility.

It currently includes four people who identify as people with disabilities and are part of organizations that represent people with different disabilities and accessibility needs:

• Donna Jodhan, Barrier Free Canada
• Paul Rogers, Brain Injury Canada
• Isabelle Ducharme, Kéroul
• Joanne Smith, Spinal Cord Injury Canada

The committee meets on a quarterly basis and is consulted on new and ongoing accessibility initiatives.

The Accessibility Advisory Committee was consulted during the preparation of this progress report. A draft copy was provided for their review, and the members were invited to give their feedback in the method they preferred.

2.2. Ongoing Consultation with Customers

Over the last year, Air Canada has greatly improved how we engage with customers with disabilities to learn from their experiences and take their feedback on possible improvements and priorities, as part of our continuous improvement process.

Customer Survey and AC Listens:

We send out post-flight surveys within 48 hours of all our flights and include questions on accessibility. This feedback is reviewed on a weekly basis with insights shared across Air Canada to continue to improve our service to customers requesting accessibility assistance. We are also engaging with our AC Listens community to delve further into possible accessibility improvements.

Customer Workshops:

We know that hearing directly from customers with lived experiences is particularly impactful for our employees, both frontline and management. We have held several workshops with customers with disabilities for our operational employees.

Individual Feedback from Customers:

The Customer Accessibility team regularly speaks over the phone or by video call with customers with disabilities who have expressed their desire to share their recent travel experiences or broader feedback about accessible travel.

2.3. Ongoing Consultation with Employees

Our employees have a wealth of knowledge and information, both about their own accessibility needs as well as how best to deliver on our accessibility commitments to our customers.

Employee Resource Groups (ERGs):

The Diverse Abilities ERG is one of six ERGs at Air Canada. We consult with the Diverse Abilities ERG through formal quarterly meetings and informal touchpoints. This group provides insights around workplace barriers and challenges and offers suggestions on how to improve accessibility for all employees.

Individual Feedback from Employees:

The DEI team, which includes the Workplace Accommodation Office, regularly speaks with employees about their employment experiences or about their experiences with family members with disabilities and asks for employees to share broader feedback to improve workplace accessibility.

Employee Subject Matter Experts:

The Customer Accessibility team has held several workshops with groups of employees who are part of an employee consultation group on customer accessibility topics. These employees are uniquely placed to offer valuable insight into policy, procedure or training improvements. We are working to strengthen and further develop these consultations.

2.4 Consultation In Preparation for the Progress Report

In preparation for the progress report, we hired the Return on Disability Group (RoDG), an independent consulting firm we worked with for our 2023 Accessibility Plan. RoDG designed and conducted consultations to enable customers and employees with disabilities to give their feedback confidentially, to encourage greater dialogue and to gain a deeper understanding of their experiences.

Employee Focus Groups:

In February 2024, we consulted in both English and French with employees who self-identify as having a disability through three focus groups. The focus groups were open to employees with disabilities from different geographic locations across Air Canada, from different roles within the organization and with different levels of work experience. Participants were asked similar questions to those asked in the focus groups of the previous year so changes could be easily monitored.

Employee Accessibility Survey:

In March-April 2024, a bilingual survey about accessibility, barriers and experiences at Air Canada was also sent to all employees worldwide. This survey was built on a similar survey issued the previous year so that we could gauge progress in light of our ongoing accessibility commitments. We received over 2,000 more responses to this survey compared to the previous year, representing a participation increase of more than 300 per cent.

Customer Consultations:

In April 2024, we convened two focus groups of customers with disabilities that included a wide range of visible and non-visible disabilities, including mental health conditions, mobility, vision loss, hearing loss and neurodivergence. Moreover, 65 per cent of the participants took part in the direct testing that we completed last year in preparation for our accessibility plan. We did this to better assess changes in experience based on the changes we made in the past year.

Twenty-five per cent of the participants noted an improvement in their most recent experience with Air Canada, particularly in their direct interactions with Air Canada employees.

Participants also noted some ongoing barriers. The main areas in need of improvement were:

• Improved autonomy in the accessibility waiting area
• Consistency with boarding policies, especially with third-party providers
• Co-ordination between the Air Canada Medical Desk and the Customer Experience Specialists at the airport
• Awareness and understanding of disability, particularly during the boarding and deplaning processes

Progress Report Scope

This progress report provides an overview of the progress we have made in identifying, removing and preventing barriers in seven key areas, for both customers and employees:

• Design and Delivery of Programs and Services
• Transportation
• Built Environment
• Employment
• Information and Communication Technology (ICT)
• Communication, other than Information and Communication Technology
• Procurement of Goods, Services and Facilities

To make it simple to track progress, we have structured each section in a table that lists the near-term commitments we made in our accessibility plan and our progress on each commitment. We have also included some long-term commitments where we have already made progress.

All updates regarding Air Canada customer accessibility apply to our AC Express carriers, which are currently Jazz Aviation LP and PAL Airlines.

The progress report was reviewed by the Vice Presidents responsible for Customer Accessibility and Employee Accessibility.

Due to the publication timeframe, this report includes progress made up until April 30, 2024.

Design and Delivery of Programs and Services

Our focus this past year was on increasing awareness and knowledge of accessibility for both customers and employees through increased training and communication.

Commitment	Action	Status
Near term - Customers
Assess current equipment and available options to help with transferring customers with disabilities to/from aircraft seats in Canada.	We have purchased additional Eagle lifts for distribution at certain Canadian airports, with expected delivery to begin this summer.	In progress
Reinforce awareness and continued implementation of our internal accessibility policies.	We have strengthened our governance structure, establishing a joint customer-employee Accessibility Steering Committee with vice president representation from across the company, headed by Craig Landry, Executive Vice President and Chief Operations Officer.	Completed
	Our new Director, Customer Accessibility, championed accessibility at numerous branch meetings across the company, including airport leadership, IT, Maintenance and Commercial.	Completed
Assess ways to promote employee awareness regarding accessibility.	Three presentations on accessibility were delivered during the senior leader summit, which is attended by the top 400 individuals at Air Canada. One presentation was a fireside chat with the Chief Accessibility Officer of Canada and the Accessibility Officer of University of King’s College, which gave them the opportunity to speak to our leaders about their experience, views and concerns.	Completed
	We launched a new video series, themed, with care and class. The series was developed to showcase customer success stories. Of the four stories that have been shared to date, three of them have had an accessibility angle. We’re recognizing the employees involved in the stories and inspiring others with stories of what success looks like.	Completed
	Our online training module, Rethinking Disabilities, includes testimonials from employees who self-identify as having a disability. The training aims to: Increase awareness about disability and accessibility in the workplace. Reduce stigma about people with disability in the workplace. Encourage the use of inclusive language within the workplace.	Completed
Near term - Employees
Provide tailored unconscious bias training to all internal recruiters and Air Canada’s primary external recruiting firm.	We provided tailored unconscious bias training to recruiters to ensure recruiters are mindful of how their unconscious biases may impact candidates with disabilities.	Completed
Streamline workplace accommodation requests through appropriate channels.	We launched a pilot project to automate and streamline workplace accommodation requests. The aim is to ensure requests are received by key stakeholders, making the process faster, more consistent and simpler for employees.	In progress
Increase the awareness of the Workplace Accommodation Office (WAO) and its role.	We delivered tailored training on the Employee Accommodation Policy and the workplace accommodation process to key departments and stakeholders.	In progress
Launch mandatory training on the workplace accommodation process to all management employees.	We launched a mandatory recurrent Workplace Accommodation training module for managers, explaining the Employee Accommodation Policy, the Workplace Accommodation Office and the roles and responsibilities during the accommodation process.	Completed
Identify and empower accessibility champions within Air Canada departments.	We established a network of 50 DEI champions, who receive binannual training and knowledge on DEI and accessibility, to improve DEI and accessibility culture within their work locations. The DEI champions have monthly touchpoints to share information about their workplaces and learn about new initiatives to promote.	Completed
Long term - Customers
Provide enhanced training to customer-facing employees, management and third-party contractors, and enhanced hands-on training to employees, providing physical assistance and safe handling of mobility aids.	We are designing a new annual, recurrent in-person training program for our airport employees that will include accessibility soft skills and hard skills, such as how to properly assist customers and how to safely stow mobility aids. This training is in addition to current initial, in-depth training, and is expected to launch company wide in Q4 2024.	In progress
Improve the transfer of customers with disabilities to/from aircraft seats in Canada and the safe transportation of their mobility aids.	All employees providing transfer assistance full-time to customers at our major Canadian airports have completed refresher training for proper lift techniques, including the operation of the Eagle lift.	Completed
Analyze accessibility compliance results and assess for potential policy improvements.	We have launched accessibility audits to analyze accessibility compliance results and assess potential policy, procedure and training improvements across our Canadian airports.	Completed

Transportation

Our focus this past year was on improved processes, equipment and training for the safe handling of mobility aids, assistance for customers needing transfers to and from the aircraft seat and improving the experience of customers with less visible disabilities.

Commitment	Action	Status
Near term - Customers
Improve our process to allow the safe stowing of foldable manual wheelchairs in the cabin.	We have issued refreshed guidance to our employees and are examining how best to accommodate a wider variety of manual mobility aids in our many different aircraft types.	In progress
Assess the effectiveness of safely transporting mobility aids fixed and isolated from baggage, wherever possible, and identify further possible improvements.	We have reviewed the stowage locations in the cargo hold of certain narrow-body aircraft and have provided new guidance to our employees loading mobility aids to reduce damage. We have also added extra safeguards to ensure that mobility aids travel with the customer.	Completed
	We have implemented new tracking systems for mobility aids in the cargo hold. These systems ensure that mobility aids are correctly loaded before departure. Additionally, customers travelling within Canada can now monitor the progress of their mobility aid by using the Air Canada app.	Completed
Assess and analyze improvements to the process for resolution of damaged/delayed mobility aids.	We have improved our internal communication and co-ordination to better assist customers in the case of damage or delay to mobility aids.	Completed
Implement, where feasible, new guidance published by IATA’s Mobility Aids Action Group for airlines and handling agents on the safe and co-ordinated transport of mobility aids and improve the travel experience for customers travelling with mobility aids.	We have improved our stowage procedures to separate mobility aids from baggage, as stated in the new IATA guidance, and are working on job aids for our employees that handle mobility aids.	In progress
Improve disclosure of boarding options on our website and engage with customers with disabilities who are travelling with mobility aids to better understand their preferred methods of transfer to/from aircraft seats.	We have enhanced our preboarding announcements for customers with disabilities.	Completed
	We have revised our procedures to ensure customers requiring transfer assistance are boarded first, if they are at the gate on time, even if it means delaying the flight.	Completed
	We have improved our procedures to accommodate requests for transfers using Eagle lifts wherever available.	Completed
Engage with organizations with expertise in training and certification of service dogs to broaden the availability of certification for service dogs, including owner-trained dogs.	We have identified that the provinces of Alberta, British Columbia and Nova Scotia all have assessment and certification programs for owner-trained service dogs. We have agreed to recognize these assessments and certifications as an alternative to certification from a professional individual or school specializing in service dog training.	Completed
Improve communication of accessibility features and enhance training to our cabin crew on features such as lavatories, call buttons and in-flight entertainment systems.	We have issued refreshed guidance to our cabin crew on accessibility features and are revising the accessibility sections in the cabin crew publications.	In progress
Long term - Customers
Engage with airport authorities to improve mobility and guidance assistance process through airports.	We have engaged in discussions with all our main Canadian hub airports and are in the process of identifying key flow points to reduce irritants and improved usage of available space.	In progress
Enhance customer independence while still receiving assistance based on their needs and preferences.	Air Canada is the first airline in North America to recognize the Hidden Disabilities Sunflower program. This globally recognized initiative allows customers with non-visible disabilities to discreetly self-identify by wearing a sunflower lanyard.	Completed
Improve, where feasible, the efficiency and availability of preboarding processes and transfer methods for customers with disabilities.	We have revised our procedures to ensure customers requiring transfer assistance are boarded first, if they are at the gate on time, even if it means delaying the flight.	Completed
	We have changed our policies so that anyone who needs transfer assistance is proactively seated as far forward in their booked cabin as possible when requested, unless they prefer otherwise.	Completed
Add a website tool so customers can independently check if their mobility aid will fit on the aircraft scheduled to operate their flight.	We have gathered the elements needed to launch a calculator that will allow customers to enter their mobility aid dimensions to validate what aircraft type it will fit on.	Ongoing

Built Environment

Our focus this past year was on ensuring that accessibility is integrated into the design phase of all new construction projects and communicating airport accessibility features to our customers.

Commitment	Action	Status
Near term - Customers
Engage and work with airport authorities, CATSA and CBSA to assess and develop possible improvements to the process of receiving mobility or guidance assistance in the airports.	We are working with multiple Canadian airport authorities to request infrastructure enhancements for our customers with disabilities, such as wayfinding, signage, bridges, continuous cart service and elevator availability. These initiatives involve major changes to existing infrastructure and, as such, are multi-year projects.	In progress
Engage and work with airport authorities to explore possible enhancements to independent navigation.	We are working with multiple Canadian airport authorities regarding available technology to enhance independent navigation.	In progress
Engage and work with airport authorities to ensure availability of service dog relief areas after security.	We are working with multiple Canadian airport authorities regarding the availability of service dog relief areas after security.	In progress
Engage and work with airport authorities to identify possible tailored spaces that can accommodate customers with disabilities related to sensory/information processing.	We are working with multiple Canadian airport authorities regarding tailored spaces that can accommodate customers with disabilities related to sensory/information processing.	In progress
Direct customers to airport authority websites for accessibility features and curbside assistance, through our Medical Assistance Desk, email communication and our website.	We are launching Phase 1 of tailored communications to customers based on their accessibility request codes in early Q3 2024. These emails will validate the customer’s request and provide useful information related to the airport and the aircraft interior, ensuring a more seamless, informed and comfortable travel experience.	In progress
Near term - Employees
Reinforce emergency procedures to for employees with disabilities.	We are working on enhancements to current emergency protocols to further support employees with disabilities.	In progress
Establish an audit plan and hire expert consultants to undertake an assessment of existing built environment owned or operated by Air Canada.	We have established touch points to monitor accessibility features of existing and future renovations and construction projects.	In progress
Long term - Employees
Establish and prioritize a list of built environment improvements.	We have started the renovations of washrooms at the Montréal headquarters.	In progress
	We have integrated accessible design into Maple Leaf Lounge renovations/constructions, with the Montréal (YUL) lounges to have accessible back of house and employee areas.	In progress

Employment

Our focus this past year was on increasing awareness and knowledge of workplace accommodations and creating an inclusive workplace for employees with disabilities.

Commitment	Action	Status
Near term - Employees
Appoint a DEI Sourcing Manager.	We appointed a DEI Sourcing Manager who is dedicated to partnering with organizations that help candidates from equity seeking groups find employment.	Completed
Launch a new mandatory Workplace Accommodation training e-learning module for management employees.	We launched mandatory, recurrent Workplace Accommodation training module for managers, explaining the Employee Accommodation Policy, the Workplace Accommodation Office and the roles and responsibilities of stakeholders during the accommodation process.	Completed
Develop departmental and team-specific accommodation processes.	We are in the process of developing, tailoring and refining processes for key teams to align with overall Employee Accommodation Policy and related processes to ensure both consistency and relevance for each department/team.	In progress
Initiate the automation of the accommodation process so that the process remains consistent yet relevant to each department/team.	We launched a pilot project to automate and streamline workplace accommodation requests in a key group, so that the process remains consistent yet relevant to each department/team.	Completed
Long term - Employees
Promote destigmatization of disability such that decisions, policies and procedures integrate accessibility as the normal course of business.	We relaunched a voluntary self-identification campaign to help create a culture where everyone’s voice is heard.	In progress
Provide in-person training on the workplace accommodation process.	We are delivering tailored training on the Employee Accommodation Policy and the workplace accommodation process to key departments and management teams across many locations.	In progress

Information and Communication Technologies

Our focus this past year was on continuing to improve the accessibility of our website and app, as well as using our digital channels to better communicate with our customers.

Commitment	Action	Status
Near term - Customers
Work to enhance the user experience for the website and app for customers using assistive technology and/or neurodivergent customers, focusing on customer experience.	We have provided personalized digital accessibility training to our digital teams, including product owners, designers and developers, and have continued to actively promote digital inclusion from the design phase.	Completed
	We have started working on a unified design system to provide a single point of reference for Air Canada teams building digital products and to allow for easier and more uniform application of accessibility standards.	In progress
Expand the use of notifications by text, such as for zonal boarding announcements.	We have revised this commitment to prioritize using the Air Canada app rather than text, and have added additional notifications through the app.	In progress
	We are also working with Canadian airport authorities to add captions and/or sign language to the gate information display screens. Vancouver Airport Authority is the first to run a sign language trial to support the boarding process.	In progress
Enhance communication to customers managing vision issues regarding accessible in-flight entertainment availability.	We are adding more information to our website about features relevant to certain customers, such as accessible in-flight entertainment.	In progress
We are launching Phase 1 of tailored communications to customers based on their accessibility request codes in early Q3 2024. These emails will validate the customer’s request and provide useful information related to the airport and the aircraft interior, ensuring a more seamless, informed and comfortable travel experience.	In progress
Add a digital accessibility statement on the website, indicating best combinations of browsers/screen readers, and establish a simple feedback mechanism for digital accessibility issues on the website or the app.	We have published a Digital Accessibility Statement on our website in which we list the most popular platforms and screen readers to best ensure an accessible digital experience across our digital properties.	Completed
Long term - Customers
Develop accessible bag tags and explore methods to notify customers at which carousel they can find their bags upon arrival, such as on the app/by text.	We have implemented a new baggage tracking feature on the app. This feature renders baggage tracking numbers and carousel information accessible to customers using the app.	Completed
Long term - Employees
Assess how to better incorporate digital accessibility into ICT projects at their outset.	We have hired a Quality Assurance Accessibility Analyst to manage an internal team of end users with lived experience to improve end-user exploratory testing of our products and services.	In progress

Communication, other than Information and Communication Technologies

Our focus this past year was on ensuring our communication with our customers and employees was accessible for all.

Commitment	Action	Status
Near term - Customers
Improve communications regarding the role of the Medical Assistance Desk to identify it in a manner that is more inclusive of and attractive to customers with disabilities.	We have started a full review of accessibility-related terminology, signage and iconography to ensure that we are consistent, respectful and inclusive. This includes the name of the Air Canada Medical Assistance Desk.	In progress
Assess and analyze the need for sign language interpreters and/or captioning, such as for annual general meetings and investor day events.	The 2024 Annual General Meeting included live captioning, and we are planning to provide live ASL/LSQ interpretation at future meetings.	In progress
Embed accessibility-related information into relevant pages of the website and app, with references to main accessibility page.	We are working on embedding accessibility-related information into relevant pages of the website and the app, in parallel with the refreshed accessibility page on the website.	In progress
Near term - Employees
Examine how to make meetings, town halls and employee events more accessible.	We have performed an inventory of tools to improve accessibility for in-person and virtual employee events.	In progress
Develop a toolkit for how to hold accessible and inclusive meetings.	We will be developing a toolkit for how to hold accessible and inclusive meetings.	In progress
Long term - Customers
Develop and send targeted emails with useful information for customers with documented accessibility-related requests, such as available services and pre-travel reminders.	We are launching Phase 1 of tailored communications to customers based on their accessibility request codes in early Q3 2024. These emails will validate the customer’s request and provide useful information related to the airport and the aircraft interior, ensuring a more seamless, informed and comfortable travel experience.	In progress
Long term - Employees
Assess how to make communication with employees more accessible.	We are preparing to launch an internal inclusive language guide to ensure corporate communications and language within the workplace follows inclusive language best practices.	In progress

Procurement of Goods, Services and Facilities

Our focus this past year was on integrating accessibility requirements into our standard procurement processes.

Commitment	Action	Status
Near term - Customers
Identify suppliers that can provide accessibility services (e.g., plain language writers/editors/translators, Braille, digital, audio, captioning, descriptive video, and sign language interpretation).	We are building a database of suppliers for accessibility services, starting with accessible documents.	In progress
Assess and analyze new opportunities to embed accessibility requirements in requests for proposals and contracts.	We have added accessibility requirements to our Legal department intake form for information technology (IT) contracts. This ensures that accessibility considerations are an integral part of our procurement practices.	Completed
	We are enhancing and clarifying our service level standards for assisting our customers with disabilities in our contract templates.	In progress

Sponsorship and Community Engagement

By collaborating with organizations representing the disability community and other stakeholders, we actively contribute to fostering inclusion, championing disability awareness and creating a positive impact within our community.

Autism Aviation Days - Canucks Autism Network (CAN)

• Our engagement with CAN’s Autism Aviation Dayscontinues to evolve. We actively support this initiative, and our dedicated CAN lead is exploring ways to enhance our involvement. During simulation travel days, families check in independently, following a process that closely mirrors an actual travel day. From designated check-in counters to printed boarding passes, security procedures and even simulated plane noises during taxiing, the goal is to create an authentic travel experience for participants. Afterward, they safely deplane, having gained valuable insights into accessible air travel. In 2024, we have supported two events in Victoria and three in Vancouver and are hoping to support additional events in other cities.

Pacific Autism Family Network (PAFN) and Vancouver Airport Authority (YVR)

• Our partnership with PAFN and YVR is closely linked to our engagement with Autism Aviation Days. We partnered with PAFN and YVR to provide a sensitization video aimed at helping children with autism familiarize themselves with the airport environment and aircraft boarding as well as a passenger accessibility brochure.

Miriam Foundation

• The DEI team and Air Canada Cargo hosted the Miriam Foundation’s Employment Works Program in Montréal to welcome students and s-howcase employment opportunities within the aviation sector.