Our commitment
We want to be a leader in accessible travel. Accessibility means finding and removing barriers that make travel or work harder. Accessibility makes travel easier for customers and work more inclusive for employees. This means we can better serve all Canadians.
What we did in the last 3 years
Over the past 3 years, we made many changes. More information is in this plan and our progress reports.
For customers, we:
- Added more accessibility equipment at airports.
- Trained employees who work with the public.
- Added the Hidden Disabilities Sunflower program.
- Worked with other airlines to make a form for customers to share their travel needs. All big Canadian airlines now use this form.
- Improved how we move mobility aids, like wheelchairs.
For employees, we:
- Improved our accommodation processes.
- Started a group for employees with disabilities.
- Provided training about accessibility.
We also changed how we lead these changes. We:
- Started an Accessibility Steering Committee.
- Made roles for leaders to work on customer accessibility.
- Strengthened the team that supports employee accessibility.
Our new accessibility plan builds on what we have done so far. It sets our goals for the next three years. We will share updates each year.
What we heard
We worked with people with disabilities to write this plan. This includes:
- Disability organizations across Canada.
- Our Accessibility Advisory Committee.
- Customers with disabilities.
- Employees with disabilities.
From customers, we heard that air travel can be confusing and stressful. Customers with disabilities don’t always feel independent and respected.
From employees, we heard it can be hard to talk about their disability at work. Some employees don’t feel comfortable asking for what they need.
We heard that people value:
- Understanding and respect.
- Clear communication.
- Reliable services.
We also heard about challenges in airports.
Our priorities for 2026–2029
Our goals focus on where we can make the biggest difference. We will:
- Set clear roles and targets to improve accessibility.
- Offer better services for customers who use power wheelchairs. Computer systems will help us track wheelchairs and communicate with customers.
- Work with our partners to make air travel more accessible.
- Offer more accessibility equipment at airports. This includes lifts, slings and aisle chairs.
- Better support to customers getting on and off planes.
- Make services on our planes more accessible. This includes washrooms, entertainment and information about food.
- Add more training that includes people with disabilities.
- Communicate with customers in more accessible ways. This includes using plain language, captions and sign language.
- Improve how we support customers when there are flight problems.
- Make our employee policies easier to understand.
- Hire more people with disabilities.
- Make it easier and faster for employees to get support at work.
- Remove barriers in our offices, lounges and planes.
- Make our websites and computer programs more accessible.
- Consider accessibility more when we choose what to buy.
Measuring progress
We keep track of our progress, and we will share updates as we work. Our goal is to create real, lasting change.