Accessible transportation guides

A core mandate of the Canadian Transportation Agency (CTA) is to protect this right. Under Part V of the Canada Transportation Act, transportation service providers are required to ensure, up to the point of undue hardship, that barriers to persons with disabilities are removed, so those persons have equal access to the federal transportation network. The CTA’s roles are to make accessibility-related regulations and resolve accessibility-related disputes between travellers with disabilities and transportation service providers.

This resource tool provides information on how to file a complaint regarding an undue barrier experienced by a person with a disability in the federal transportation network. It explains the approaches the Canadian Transportation Agency (CTA) uses in resolving accessible transportation complaints.

This guide explains:

  • Who is covered by the additional seating obligations;
  • What kind of assistance carriers must give to passengers with disabilities who need additional seats;
  • The One Person, One Fare requirement for domestic travel;
  • The responsibilities of passengers with disabilities who need additional seats; and
  • Travel tips for passengers with disabilities who need additional seats.

This guide explains:

  • The services for which no advance notice is needed;
  • The services for which a carrier can request advance notice, information and/or documents from a person with a disability;
  • What kinds of documents or information a carrier may request from a person with a disability;
  • How much advance notice a person with a disability must give when requesting services; and
  • What a carrier must do if the traveller doesn’t provide advance notice, documents or information.

This guide explains:

  • What are tactile row markers;
  • Obligations of air, rail, marine (ferry) and bus carriers concerning:
    • Services for persons with disabilities who need assistance locating their seat; and
    • Technical requirements for tactile row markers on aircraft, trains, ferries and buses; and
    • Responsibilities of persons with disabilities who need assistance locating their seat.

A plain language summary of the Assistance for Locating Passenger Seats and Tactile Row Markers Guide is available.

This guide sets out:

  • Best practices broadly applicable to persons with disabilities; and
  • Best practices for interacting with persons who:
    • are blind or partially sighted;
    • have a communication disability;
    • are deaf-blind;
    • are Deaf, deafened or hard of hearing;
    • have an intellectual, cognitive or learning disability;
    • have an episodic disability;
    • have a mental health disability; and
    • have a mobility impairment.

A plain language summary of the Best Practices for Interacting with Persons with Disabilities Guide is available.

This guide explains the obligations of transportation service providers:

  • what information they must publish;
  • their obligation to provide information in alternative formats; and
  • more specific communication obligations related to:
    • individual communication needs;
    • telephone calls;
    • websites;
    • public announcements inside terminals; and
    • automated self-service kiosks.

This guide explains:

  • What kind of assistance operators and carriers must provide, including information to be published; and
  • Curbside assistance tips for passengers.

This guide explains:

  • the accessibility of on-board entertainment equipment;
  • services for passengers with disabilities who want to access on-board entertainment;
  • publishing information on on-board entertainment services and any related conditions; and
  • personnel training related to on-board entertainment.

This guide explains:

  • Which transportation service provider personnel must be trained;
  • The topics that training programs must cover;
  • Timelines for training;
  • Supervision of untrained personnel;
  • The duty to inform personnel of new developments impacting persons with disabilities;
  • The preparation of training programs, including consultation with persons with disabilities; and
  • The provision of information about training programs on request.

A plain language summary of the Personnel Training for the Assistance of Travelers with Disabilities Guide is available.

This guide explains:

  • Services to assist travellers with disabilities during security screening;
  • Security screening of travellers with disabilities travelling with an assistive device, mobility aid, support person, or service dog;
  • Services to assist travellers with disabilities during the border clearance process; and
  • Signage under the control of CATSA and CBSA.

A plain language summary of the Requirements Applicable to the Canadian Air Transport Security Authority and the Canada Border Services Agency Guide is available.

This guide explains:

  • What is considered to be a service dog;
  • What kind of assistance transportation service providers must give to persons who travel with a service dog;
  • What are the conditions associated with travelling with a service dog; and
  • Travel tips for persons who travel with a service dog.

This guide explains :

  • Who is considered to be a person with a disability due to a severe allergy;
  • What kind of assistance carriers must provide to a person with a disability due to a severe allergy; and
  • Travel tips for persons with disabilities due to severe allergies.

This guide explains:

  • What is considered to be a service dog;
  • Carriers' obligations to transport service dogs;
  • Factors to consider when determining the amount of floor space to transport service dogs; and
  • The approximate amount of floor space required for service dogs.

This guide offers tips on:

  • Making arrangements to receive help before your trip
  • Moving through the terminal, check-in, security and boarding
  • Planning for support persons, mobility aids, service dogs and allergies
  • Preparing for your onboard needs
  • Disembarking, clearing customs and arranging transportation
  • Resolving problems

The purpose of this guide is to explain TSPs' obligations under the Accessible Transportation Planning and Reporting Regulations (ATPRR) with respect to accessibility plans. In particular, this guide explains:

  • The principles of accessibility and key terms;
  • The preparation of accessibility plans, including consulting persons with disabilities;
  • The contents of accessibility plans;
  • The requirements for the publication of accessibility plans; and,
  • Best practices related to accessibility plans.

A plain language summary of the Accessible Canada Act and the Accessible Transportation Planning and Reporting Regulations: A Guide on Accessibility Plans is available.

The purpose of this guide is to explain transportation service providers’ (TSPs) obligations under the Accessible Transportation Planning and Reporting Regulations (ATPRR) with respect to feedback processes. In particular, this guide explains:

  • The feedback process requirements for TSPs under the ATPRR and the Accessible Canada Act (ACA);
  • The requirements for publishing a description of the feedback process; and,
  • Best practices related to the feedback process.

A plain language summary of the Accessible Canada Act and Accessible Transportation Planning and Reporting Regulations: A Guide on Feedback Processes is available.

The purpose of this guide is to explain TSPs’ obligations under the Accessible Transportation Planning and Reporting Regulations with respect to the development of progress reports. In particular, this guide explains:

  • The contents of progress reports;
  • The preparation of progress reports, including consulting persons with disabilities;
  • The requirements for the publication of progress reports; and,
  • Best practices related to progress reports.

A plain language summary of the Accessible Canada Act and the Accessible Transportation Planning and Reporting Regulations: A Guide on Progress Reports is available.

The Accessible Transportation for Persons with Disabilities Regulations (ATPDR) provide a set of clear, consistent and specific accessibility requirements for transportation service providers. The regulations cover many parts of the travel experience, including services, equipment, facilities, communications, training, and security and border screening.

This guide describes:

  • What mobility aids and other assistive devices are covered by the ATPDR;
  • Obligations of transportation service providers concerning:
    • Services for travellers who use mobility aids and other assistive devices;
    • The accessibility of transportation equipment and terminals for travellers who use mobility aids and other assistive devices;
    • Publishing information on services and related conditions;
    • Retaining information and documentation for future trips; and
    • Personnel training.
  • Responsibilities of travellers who use mobility aids and other assistive devices; and
  • Tips for travellers who use mobility aids and other assistive devices.