7. Accessiblity

One of the CTA’s key responsibilities is to protect the human right of persons with disabilities to an accessible transportation network. In this regard, the CTA creates regulations, codes of practice, and guidelines to ensure accessible transportation, and helps to resolve individual complaints about accessibility through facilitation, mediation and adjudication. The CTA:

  • Provides dispute and complaint resolution mechanisms for passengers;
  • Supports TSPs to meet their obligations under the ATPDR, Part VII of the ATR, PTR and ATPRR;
  • Publishes guidance and best practices, including the Accessibility for All training for TSPs on how to assist persons with disabilities;
  • Conducts studies and publishes reports; and
  • Consults the Accessibility Advisory Committee for advice on accessibility issues.

The CTA’s priorities over the last few years include:

  • Manipulation of wheelchairs: in collaboration with other government organizations, research and guidance has been published on the transportation of wheelchairs and other mobility aids
  • Training: the CTA has worked with persons with disabilities and small transportation service providers to co-develop the initiative “Train the Trainers” for the staff of small TSPs to support employees having adequate training to assist persons with disabilities
  • Accessibility Strategy at the International Civil Aviation Organization: the CTA continues to advance accessibility air travel through engagement with the International Civil Aviation Organization (ICAO) through participation in General Assembly meetings, the Facilitation Panel, and by leading the Working Group on Accessibility in Aviation (WGAA). ICAO has recognized accessibility as a fundamental element of air travel, and at the most recent ICAO Facilitation Panel, endorsed the draft Strategy on Accessibility in Aviation for Persons with Disabilities and Reduced Mobility and the draft compendium of national regulations, statutes, and policies relating to accessibility that were developed by the WGAA.

Future accessibility priorities

Training

Persistent aviation issues related to mobility aids and assistance will require targeted staff training to reduce attitudinal barriers.

Transfers and hand-offs

Critical transfer points across the travel journey, such as during booking, airport arrival, boarding, landing, and curbside pick-up and drop-offs, are times when persons with disabilities encounter challenges. These include inconsistent service quality, unclear accountability among service providers and during service disruption, a lack of communication between transportation service providers, and variability in training, procedures, and equipment across carriers, airports, and third parties.

7.1 Accessibility dispute resolution

The CTA resolves accessibility disputes in the federal transportation network where the issue relates to a person’s disability and access to transportation services or facilities. Complaints may concern either an undue barrier or a contravention of applicable accessibility regulations. Methods of resolution include the following:

Accessibility helpline: A CTA officer provides guidance by answering questions, explaining accessibility rights and obligations, outlining recourse options, and assisting individuals who wish to file an accessibility complaint. In some cases, CTA staff may also work informally with the traveller and the transportation service provider to help them reach their own solution.

Facilitation: A CTA officer works informally with the traveller and the transportation service provider to help them reach their own solution.

Mediation: A CTA mediator helps the parties negotiate a confidential settlement. Any agreement reached may be filed with the CTA and enforced as an order.

Adjudication: A panel of one or more Members decides the complaint through a formal, binding and public process, usually on the written record. The CTA determines whether the applicant encountered a disability-related barrier and whether that barrier is undue, or whether there has been a contravention of applicable accessibility regulations.

Most common accessibility disputes brought to the CTA

Common complaints include inadequate or untimely assistance with wheelchairs, baggage or seat transfers, disability-related policies or practices that do not properly meet an individual’s needs, and communication failures or inconsistent service across a carrier or terminal network.

If the CTA finds an undue barrier or a regulatory contravention, it may order corrective measures and, where the Act allows, compensation. With the Minister of Transport’s approval, the CTA may also initiate an inquiry into broader accessibility matters on its own motion.

7.2 Accessibility Advisory Committee

Engaging directly with persons with disabilities is, and always will be, at the heart of improving accessibility. The CTA established an Accessibility Advisory Committee (AAC), made up of representatives from the community of persons with disabilities, the transportation industry and other interested parties. It is a useful forum to share information, keep updated on current accessibility issues, and receive advice on the CTA’s priorities. The AAC meets once a year and members can participate in various CTA initiatives by:

  • Providing their opinions and advice to the CTA on accessibility issues;
  • Participating in consultative processes for the CTA’s development of regulations, codes of practice, guidance and other resources regarding the accessibility of the federal transportation network by way of discussions and/or written comments;
  • Presenting the issues, concerns, and views of the members of the organizations; and
  • Participating in CTA working groups to work on specific, focused issues.

Membership can be viewed here.

7.3 International Civil Aviation Organization

International Agreements' staff at the CTA serve as Canada's representatives to International Civil Aviation Organization’s (ICAO) Facilitation Panel.

The Facilitation Panel is tasked with updating and ensuring compliance with the Standards and Recommended practices contained in Annex 9 to the Chicago Convention, Facilitation. Annex 9 deals with facilitating the efficient clearance of aircraft, passengers, and goods. CTA staff’s role is to coordinate a whole of Canada approach to matters dealt with under Annex 9 and to provide a leadership role at ICAO for all implicated Government of Canada departments, agencies and industry stakeholders to ensure Canada's approach is considered in the development of ICAO materials. Items captured by the Facilitation Panel include customs, passport requirements, accessibility, Passenger Name Record, etc.

In addition, International Agreements’ staff have been acting as chair of the ICAO Working Group on Accessibility in Aviation (WGAA) by leading meetings that serve to gain further support for promoting accessibility in international air travel. Additionally, representatives from the CTA’s Centre of Expertise for Accessible Transportation (CEAT), as subject matter experts, also participate in the WGAA. In this capacity, the CTA has been playing a leadership role in advancing accessibility at ICAO, which has led to the recent adoption by the Facilitation Panel of an ICAO Strategy on Accessibility in Aviation for Persons with Disabilities and Reduced Mobility and the adoption of a compendium of best practices and regulations.

Moving forward, the CTA will continue to play a leadership role regarding accessibility at ICAO by reviewing and amending Annex 9 Standards and Recommended Practices, and relevant guidance materials, to align with Canada's best practices and priorities in accessibility in aviation.

7.4 Current accessibility issues

Issue 1: Accessible transportation for persons with disabilities phase 2 - Accessible regulations for small transportation service providers

Background information

While large transportation service providers (TSPs) are subject to the full scope of the Accessible Transportation for Persons with Disabilities Regulations (ATPDR), small TSPs are required to comply only with a limited subset of those requirements and voluntary guidelines.

In 2023, the CTA, accompanied by representatives of the communities of persons with disabilities, organized a series of meetings and site visits to gain first-hand knowledge about the operations and current accessibility practices of small TSPs.

The discussions and observations demonstrated that small TSPs generally appeared to make efforts to provide personalized service and, in particular, to assist persons with disabilities. The CTA also learned that many of the small TSPs, especially those that provide transportation services in the remote and northern regions of Canada, face many operational and infrastructure constraints. Particular areas of challenge included communication, training, accessible equipment and infrastructure.

Next steps

The CTA will continue to explore tools to help alleviate identified issues and increase the overall accessibility of the transportation system.

Issue 2: Failure to provide wheelchair assistance at airports and during transfers

Background information

Failure to provide requested wheelchair assistance at airports and during transfers is one of the most frequent accessibility-related complaints. These failures can occur at multiple points in the travel journey, including during departure, connections, and arrival, and often result in passengers being left without necessary assistance.

Next steps

This issue has been identified as a priority. A working group comprised of persons with disabilities, airports, airlines, and the CTA will be established to identify issues and potential actions.

Issue 3: Handling of mobility aids – Damage or loss

Background information

Mobility aids are particularly vulnerable during air travel due to handling and storage in aircraft cargo compartments. Key challenges include improper securement, aircraft cargo limitations for larger wheelchairs, and the need for disassembly and reassembly by different personnel, which increases the risk of damage.

Damage to or loss of mobility aids during air travel is a significant accessibility issue, as these incidents can result in loss of independence, reduced mobility, and potential injury.

The CTA has undertaken several initiatives to address these issues, including international working group recommendations in 2019 and joint research with Transport Canada and the National Research Council of Canada, which resulted in guidance published in 2022. Ongoing collaboration through the Canadian Mobility Aid Working Group and the incorporation of CTA recommendations into 2023 guidance by the International Air Transport Association (PDF, 3  MB) have further supported improvements.

Next steps

The CTA is currently collaborating with Transport Canada and the National Research Council of Canada through the Canadian Mobility Aid Working Group, and continues with its compliance and enforcement activities. Non-regulatory measures to strengthen outcomes are also being advanced, including the development of a Job Aid for the Safe Handling and Stowage of Mobility Aids. This job aid, prepared for ground handlers, check-in agents, and airline personnel, will consist of reference materials and posters designed to standardize procedures for the safe handling of mobility aids. Its development was informed by input from subject‑matter experts, persons with disabilities, and ground handling operators at international airports.

The Job Aid report will be published shortly on the CTA website and made available for carriers to download. Complementary training videos will be developed to support implementation.

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