Air Canada’s CEO, Michael Rousseau, faced harsh questioning during a House of Commons committee hearing regarding the airline’s failures to accommodate passengers with disabilities. Lawmakers expressed shock over several incidents of passenger mistreatment in the past year and pressed Rousseau for answers.
Conservative vice-chair Tracy Gray cited incidents such as a passenger having a lift fall on her head and her ventilator being disconnected, Air Canada leaving Canada’s chief accessibility officer’s wheelchair behind on a cross-Canada flight, and a man getting injured when Air Canada staff didn’t use a requested lift. In one situation, a man with spastic cerebral palsy was forced to crawl off an airplane due to a lack of assistance.
Rousseau acknowledged that Air Canada had made mistakes and emphasized the company’s commitment to improving accessibility. He mentioned an expedited accessibility scheme announced in November and the formation of an advisory committee composed of customers with disabilities.
While Rousseau apologized for the airline’s past failures, critics argued that these issues were indicative of a deeper problem within Air Canada’s corporate culture and a lack of federal enforcement. Some lawmakers suggested that regulatory reforms in the past five years had not addressed the root causes of mistreatment. Others questioned whether the Accessible Canada Act, passed in 2019, needed further revisions.
Despite Rousseau’s assertion that Air Canada was in compliance with regulations, concerns remained about the implementation of accessibility policies at the front line. Critics highlighted the need for consistent training and adherence to accessibility protocols among employees.
Accessibility advocates have raised concerns about the Accessible Canada Act, citing gaps in consultation and assistance protocols. They have called for more detailed staff training and greater involvement of people with disabilities in developing policies and services.
Air Canada’s three-year accessibility plan includes measures to appoint a customer accessibility director, prioritize lift assistance for passengers, and provide annual training for airport employees. The airline aims to improve its on-time performance, which has been a persistent issue affecting passengers with disabilities.
While Air Canada has taken steps to address accessibility concerns, lawmakers and advocates continue to press for comprehensive reforms to ensure that passengers with disabilities receive the necessary support and accommodations during their travel experiences.