Decision No. 664-AT-A-2006

December 4, 2006

File No. U3570/01-28

In its Decision No. 122-AT-A-2003 dated March 6, 2003 (hereinafter the Decision), the Canadian Transportation Agency (hereinafter the Agency) made a determination with respect to an application filed by Genevieve Dinwoodie regarding the level of assistance provided to her during her flight connections at the Vancouver International Airport (hereinafter the Vancouver airport) in the course of her round trip with Air Canada between Edmonton, Alberta, Canada and Dallas, Texas, United States of America on December 11, 2000 and January 3, 2001.

The Agency found that both the level of assistance Air Canada provided to Mrs. Dinwoodie at the Vancouver airport during her flight connections and the failure by Air Canada to provide her with a wheelchair upon the arrival of her return flight in Vancouver constituted undue obstacles to Mrs. Dinwoodie's mobility. As such, the Agency directed Air Canada to take corrective measures and indicated that following its review of the required information it would determine whether further action is required in this matter. The corrective measures are as follows:

• issue an advisory bulletin to all airport employees at all stations who deal with persons with disabilities describing the difficulties experienced by Mrs. Dinwoodie when she was left unattended and uninformed while waiting for assistance with the prospect of missing her connecting flight and reminding them of the importance, in conformity with Air Canada's existing policy, of keeping persons with disabilities informed of any situations that might affect them, and provide a copy of the bulletin to the Agency;
• issue an advisory bulletin to all stations highlighting the importance of delivering services as requested by persons with disabilities in light of the incident experienced by Mrs. Dinwoodie, when, in the absence of a wheelchair, the passenger was forced to walk a long distance and injured herself, and provide a copy of the bulletin to the Agency.

On December 13, 2005, Air Canada filed its response to the Decision.

Conclusion

The Agency has considered the measures taken in response to the Decision and is satisfied that Air Canada has met the requirements of the Decision. As such no further action is necessary in this matter.

Members

• George Proud
• Beaton Tulk