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Air Travel Accessibility Survey Report

TABLE OF CONTENTS

Executive Summary

Introduction

1.1 Rationale for a User Survey
1.2 Usefulness of the User Survey

Overview of Survey Method

2.1 Distribution Targets
2.2 Distribution Results
2.3 Returns and Sampling Error

Survey Data

3.1 Overview of Data Presentation
3.2 Sampling Rationale
3.3 Traveller Profile
3.4 Aids and Devices Used by Travellers with Disabilities
3.5 Use of Aids and Devices by Disability

• Mobility Impairment
• Agility Impairment
• Vision Impairment
• Hearing Impairment
• Other Disabilities

3.6 Demographic Data
3.7 Trip-Related Data
3.8 Attendants and Personal Assistants
3.9 Data Related to Booking
3.10 Airport Accessibility

3.10.1  Getting from the Entrance to the Check-in Counter
3.10.2  Communications Within the Airport

• Public Address Systems
• Flight Information Monitors
• Signage

3.10.3 Access to Main Areas of the Airport

• Halifax International Airport
• Montreal Dorval International Airport
• Ottawa International Airport
• Toronto Pearson International Airport
• Calgary International Airport
• Vancouver International Airport

3.11  Check-in

• Relay of Information
• Familiarity with Carrier Services
• Assistance at Check-in

3.12  Boarding

• Proceeding to the Boarding Area
• Boarding the Aircraft
• Stowing and Retrieving Baggage
• Boarding Personnel Training

3.13  Seating

• Seat with moveable armrest
• More leg room
• Seat closer to entrance
• Seat closer to the washroom
• Other Seating Requests

3.14  In-Flight Services

• On-board Announcements
• In-flight Assistance
• Inquiries About Passenger Needs
• Satisfaction with Flight Attendant Service

3.15  Equipment Needs

3.16  De-boarding

• Assistance Required when Leaving the Aircraft
• Satisfaction with Assistance when De-boarding

3.17  Ground Transportation
3.18  Services for Travellers with Service Animals

• Service Animal Seating
• Overall Experience with a Service Animal

3.19  Alternative Formats
3.20  Services for Persons with a Hearing Impairment

• TTY Line for Booking and at Airport
• Pen and Paper at Points of Contact

3.21  Mobility Aids

• Mobility Aids Carried Free of Charge
• Assistance to Transfer to a Carrier Mobility Aid
• Mobility Aid Lost or Damaged

3.22  Overall Experience

• Sensitivity to Travellers' Needs
• Overall Satisfaction

Obstacles Identified by Persons with Disabilities

4.1  Persons with a Mobility Impairment

• Manual Wheelchairs
• Crutches/Walker/Cane

4.2  Persons with an Agility Impairment
4.3  Persons with a Vision Impairment
4.4  Persons with a Hearing Impairment
4.5  Persons with other Disabilities

Adults with Transportation Disabilities

5.1  Transportation Disabilities by Type of Disability
5.2  Transportation Disabilities and Air Travel
5.3  Concentrations of Adults with Disabilities

Major Findings

6.1  Scope of the Air Travel Accessibility Survey
6.2  Major Findings Related to Service Providers
6.3  Linking the User Survey to the Goss Gilroy Study
6.4  Implications of the Results for Air Carriers

• Reasons for Limiting Travel
• Booking
• Check-in
• Boarding
• Seating Requests
• In-flight Services
• De-boarding Assistance
• Overall Appreciation

6.5  Implications of the Results for Airport Operators

• Airport Entrance
• Airport Communications
• Public Areas at Airports
• Ground Transportation

Conclusion

7.1  Analysis
7.2  Lessons Learned

Appendix 1: Tables

Appendix 2: Questionnaire