CTA Home : Frequently Asked Questions : Accessible Transportation

Frequently Asked Questions

1. What does the Canadian Transportation Agency do in terms of accessibility?
2. Do transportation service providers know about the service needs of travellers with disabilities?
3. What specific services will be provided for air travellers with disabilities?
4. What accessibility features are available on some aircraft that would interest and benefit customers with disabilities?
5. How does the Agency review accessibility problems?
6. What about international travel?

Q1. What does the Canadian Transportation Agency do in terms of accessibility?

A1. Under the Canada Transportation Act, the Agency ensures that persons with disabilities have access to this country's transportation system. It does this by eliminating unnecessary or unjustified barriers. The provisions give the Agency jurisdiction that includes air carriers and airports, passenger rail carriers and stations, and federally regulated ferries and their terminals.

The Agency develops and administers accessibility standards covering the transportation network under federal jurisdiction and resolves complaints from travellers with disabilities. The Agency actively works with industry to make travel easier for persons with disabilities. Encouraging persons with disabilities to take advantage of Canada's transportation system is an important aspect of our work.

Q2. Do transportation service providers know about the service needs of travellers with disabilities?

A2. Pursuant to the Personnel Training for the Assistance of Persons with Disabilities Regulations, staff dealing with the public must receive specific training to become familiar with company policies and procedures for making appropriate travel arrangements for persons with disabilities.

Rail, marine and air carriers (with the exception of small air carriers), as well as rail, marine and air terminal operators (with the exception of small air terminal operators), are required to ensure that their employees and contractors are properly trained to provide different types of transportation related services to persons with disabilities.

Q3. What specific services will be provided for air travellers with disabilities?

A3. In most cases, air carriers operating domestic services with an aircraft of 30 seats or more must provide services to persons with disabilities when they make the request at least 48 hours before departure. The air carriers have to make a reasonable effort to accommodate requests not made within this time limit.

The air carrier must help such customers with the following:

• registration at the check-in counter;

• proceeding to the boarding area;

• boarding and deplaning;

• stowing and retrieving baggage;

• moving to and from an aircraft washroom; and

• proceeding to the general public area or, in some cases, to a representative of another air carrier.

Q4. What accessibility features are available on some aircraft that would interest and benefit customers with disabilities?

A4. The Code of Practice: Aircraft Accessibility for Persons with Disabilities is a voluntary code developed by the Agency in consultation with airlines and consumers. It details the aircraft equipment accessibility criteria, which air carriers and aircraft are covered, and when and how carriers should follow the Code.

The Agency will conduct periodic surveys to monitor progress on implementing the Code. Throughout the process, the Agency will continue to exercise its authority to deal with individual complaints to determine whether there is an undue obstacle to the mobility of persons with disabilities.

Q5. How does the Agency review accessibility problems?

A5. The Agency has responsibilities for ensuring that all Canadians (including those with disabilities) can use Canada's federally-regulated passenger rail, ferry and air transportation systems.

The Agency decides whether persons with disabilities face "undue obstacles" when they travel. If the Agency decides that an undue obstacle does exist, it can order removal of the obstacle. The Agency can also order the service provider to pay for expenses caused by the obstacle.

If passengers have had difficulty travelling because of a disability, they can file a complaint with the Agency. Complaints can relate to the company that operates the transportation service or the terminal. To make a complaint, write to the Agency and send a copy of your letter to the transportation service provider against whom you are placing the complaint.

Q6. What about international travel?

A6. Rules made by the Agency govern Canadian carriers. However, to ensure that travellers with disabilities are able to depend on certain kinds of help at an airport and on a flight, the Agency works closely with international organizations and similar government bodies from other countries to promote a uniform level of access.

The Agency is working toward the adoption of a uniform set of terms and conditions so that travellers with a disability will enjoy the same level of access and service when travelling to and from Canada. In most cases, the airlines have specific policies that outline these services. Ask the transportation provider for specific information. Should concerns arise, the Agency can be asked to review these concerns relating to service to travellers with disabilities.