Decision No. 262-AT-A-2007

May 22, 2007

File No. U3570/04-9

In its Decision No. 541-AT-A-2006 dated October 4, 2006 (hereinafter the Decision), the Canadian Transportation Agency (hereinafter the Agency) made a determination with respect to an application filed by Franca Rondinelli on behalf of her mother, Fiorina Liegghio, regarding the level of wheelchair assistance provided to Mrs. Liegghio at the airport in Rome, Italy, prior to boarding, and in Toronto, Ontario, Canada, at the time of deplaning; and the level of assistance provided to Mrs. Liegghio on Air Canada Flight No. 9831, operated by Alitalia-Linee Aeree Italiane, S.p.A. (hereinafter Alitalia) from Rome to Toronto on September 12, 2002.

The Agency found that the level of wheelchair assistance provided by Alitalia at the airport in Rome prior to boarding and in Toronto at the time of deplaning constituted an undue obstacle to Mrs. Liegghio's mobility. As such, the Agency directed Alitalia to take the following corrective measures within sixty (60) days from the date of the Decision:

• issue a bulletin to its check-in agents at the Rome airport to ensure that when there is a delay in providing wheelchair assistance, there is a full dialogue with the passenger to provide assurance that the delay will not result in a missed flight, and to also ensure that every effort is made to ensure that the service is provided in a timely manner; and provide the Agency with a copy of this bulletin.
• ensure that its procedures include measures to ensure that wheelchair assistance is provided on a priority basis to passengers who are making connections; and provide the Agency with a copy of these procedures, as well as a statement as to how they have been communicated to the relevant personnel.

Following the issuance of the Decision, submissions were filed by Alitalia between October 20, 2006 and December 4, 2006.

In its Decision No. LET-AT-A-38-2007 dated February 28, 2007, the Agency informed Alitalia that it was satisfied that Alitalia had met the requirements of the first corrective measure. However, the Agency, in that same Decision, pointed out that while Alitalia had issued a bulletin on December 4, 2006 to communicate to its relevant personnel that they must ensure that wheelchair assistance is provided on a priority basis to passengers who are making connections, Alitalia had not provided the Agency with a copy of its procedures setting out this requirement. In that regard, the Agency was not satisfied with the reasons provided by Alitalia for being unable to comply with the second corrective measure and required that Alitalia file a copy of these procedures.

Following the issuance of Decision No. LET-AT-A-38-2007, Alitalia filed a submission on March 13, 2007. In addition to this submission, Alitalia indicated in an April 11, 2007 discussion with Agency staff that the wheelchair assistance at the Toronto - Lester B. Pearson International Airport is offered on a contracted basis to its passengers, which Alitalia identified in an April 19, 2007 submission as being provided through the Airport Customer Assistance Program (hereinafter ACAP) under contract with the Greater Toronto Airports Authority. Alitalia further indicated that there is no limit to the number of wheelchairs provided by ACAP, such that all passengers requiring wheelchair assistance on a given flight are assisted simultaneously. Finally, Alitalia explained that, if time is of the essence to ensure a person makes a connection, the person receiving assistance will be "fast tracked" through the airport noting, for example, the person will be checked through security and customs on a priority basis.

CONCLUSION

The Agency has considered the measures taken in response to the Decision and based on the above-noted information provided by Alitalia is satisfied that Alitalia has met the requirements of the Decision. As such, no further action is necessary in this matter. However, Alitalia is expected to ensure that ACAP continues to provide wheelchair assistance on a basis that gives priority to connecting passengers in order that they do not miss their flights, which the Agency accepts is being accomplished by providing simultaneous assistance to multiple passengers requiring such assistance and "fast tracking" connecting passenger through the airport.

Members

• Beaton Tulk
• Geoffrey C. Hare