By Marlin Styner

Read a summary of the comments and opinions expressed by various members of the Canadian Transportation Agency's Accessibility Advisory Committee during a roundtable held in November 2005.

The following is a brief summary of the comments and opinions expressed by various Committee members during the roundtable on November 7 & 8 2005 at the Hilton du Lac Leamy. For the convenience of readers, items have been grouped by category.

Training

• Several participants raised concerns about training at CATSA: screening officers need to learn how to properly deal with people with service animals - e.g. screening officers should not grab a service animal’s harness; persons with disabilities should be used in CATSA’s training program; training lacks in general; there are inconsistencies in screening - sometimes inappropriate questions are asked and procedures are done without approval of passengers, in addition, personal screening is sometimes performed in areas which are open to public viewing, which could be embarrassing; and there is sometimes inappropriate handling of sensitive issues by screening officers. For example, people who use a hearing aid must take it out when going through security. Because the person cannot hear, sometimes screening staff will shout at them which stigmatizes them even further. There may also be problems for people who have hearing aids that are implants. All of this detracts from personal dignity.
• Concerns were raised about training of carrier staff:
  persons with disabilities should be used for training; carrier staff often do not know how to deal with service animals; and problems arise when a travel agent provides information to a carrier about accessibility needs and the person arrives at the terminal to find their needs have not been understood (e.g. a person who is blind arrives to find a wheelchair waiting).
• Training must be enforced - it is not enough for the Agency to review training records every 6 months.

Communications

• People with low vision need accessible itineraries. When booking through the telephone service of Air Canada, it is not possible to get an itinerary in an accessible format. The print on the itinerary is very small. In addition, there is an extra charge for booking by telephone rather than on-line.
• When making a reservation, information about passenger needs is sometimes taken but not entered into the PNR or is not passed on to the appropriate personnel.
• When changing carriers, sometimes information about a passenger’s needs is not communicated from one carrier to the other.
• Information is sometimes not transmitted properly from travel agents to carriers which results in persons with disabilities arriving at airports and finding that their needs have not been recorded or received by carriers.
• There are still many communication issues which arise for people who are Deaf. For example, on-board a train, there is generally no communication with a person who is Deaf about why a train is delayed or for how long. This also happens on airplanes. Having a visual means on board such as an LED display or visual aids at boarding gates that could be updated would address this situation.
• There are often problems with Braille signage because of a lack of consultation when signage is prepared or installed which sometimes results in signage not being useful to persons who may need it.

The Agency

• A person who is deaf-blind was refused travel without an attendant. The view was expressed that the Agency ruled against this person’s right to travel independently. There is some concern as to what the definition of “non-self-reliant” is and how such a determination is made. The Agency should support independence. This was mentioned by a few participants.
• There was some concern about a June 2005 Agency decision1 regarding new regional jets which do not accommodate people using motorized wheelchairs.
• The Agency’s alternative of mediation is excellent in that it does not take an adversarial approach.
• A few participants voiced their dismay at the Federal Court’s decision overturning the Agency’s decision in CCD vs. VIA.
• There is a need to make sure that people with disabilities are aware of the Codes of Practice. People will not ask for something if they are not aware of its existence.

Regulations vs. Codes of Practice

• Many participants indicated their view that regulations are more effective than voluntary codes of practice and that any new standard should be a regulation.

Terminal Accessibility

• There are inconsistencies regarding shuttle service from airports to downtown hotels. Shuttles in many cities are not accessible and if you are forced to take a taxi because a shuttle is not accessible, it costs more.
• There is a lack of consistency and continuity from terminal to terminal. While you may get exceptional service at the terminal where you get on a plane, you may get bad service where you get off.
• VIA Rail has increased its efforts in providing sensitivity training to all its front-line staff, has approved the purchase of additional wheelchair lifts for some Western locations, and has completed surveys for the Agency’s Communication Code. Its London station recently received an award for accessibility from the March of Dimes.
• The Charlottetown Airport Authority invited an association representing people with disabilities in Charlottetown to discuss concerns they may have with respect to the airport but never received a response. The airport has recently encountered a problem during the renovation of its departures lounge in trying to acquire a TTY. Agency staff were contacted and provided some information to assist them with this matter. The airport authority is currently working to resolve this issue with the local telecommunications provider.
• The Greater Toronto Airports Authority has implemented its ACAP program (Airport Customer Assistance Program) which provides assistance to people, including persons with disabilities, from the parking garage or curb to the aircraft seat. The ACAP contractor has been working with the Agency to develop training programs. In addition, the airport has implemented a valet service which will connect them with ACAP agents. This may be helpful since all curbside parking was eliminated after Sept. 11, including designated parking for persons with disabilities.
• The Winnipeg Airport Authority has a strong accessibility advisory group which helps them with accessibility issues including during renovations. In addition, the airport uses the services of a consultant with respect to accessibility issues during projects. The goal for their new terminal building is to incorporate the principles of universal design.
• Marine Atlantic has formed an advisory committee which is helping them with a variety of issues including developing a visual information system, training, and doing audits of their services, etc.
• The Canadian Airports Council (CAC) has an accessibility committee comprised of representatives from the National Airports System airports. Members of the CAC are trying to use innovation and technology to improve transportation (for example, checking bags at locations other than airports). Often, operational changes can be made to address a concern instead of using a more costly solution.

Air Transportation

• There are problems transporting individuals using motorized wheelchairs on airplanes - getting people on and off the plane can be an issue as well as ensuring the equipment arrives in working order.
• People who use motorized wheelchairs are unable to fly on small aircraft as the planes cannot accommodate these mobility aids. The issue of increased travel by air using smaller aircraft was mentioned by a few participants.
• Some people cannot afford to travel when they have to pay for carrier oxygen instead of being able to use their own supply.
• The lack of meals on-board aircraft may be a problem for diabetics or people who need to eat frequently.

Government Information (other than the CTA)

• Consultation on social policy issues can be done through the Department of Social Development’s web-site. This includes telling the Minister about obstacles with respect to transportation.
• Social Development Canada will publish its third report on persons with disabilities on Dec. 3.
• The web-site of the parliamentary committee on persons with disabilities tabled its report in June. In the parliamentary committee’s report, there was a request for a comparative study on regulation vs. voluntary codes. The government’s response to the report can be read on-line.
• The Transportation Development Centre (TDC) has done or is doing the following studies:
  Audibility of public address systems in airports; automated dispensing machines and information kiosks; a review of PALS 2001 data on transportation accessibility; this study recommended additional data on transportation accessibility be gathered in PALS 2006; Gravitational forces on passengers in wheelchairs on transit buses; In-vehicle aids to improve older driver intersection performance; and Standards for accessible pedestrian crossings.
  Also there is a Transport Canada workshop being planned on aircraft accessibility issues that TDC will be involved in.
• The Canadian Human Rights Commission has recently undertaken two studies:
  ‘No Answer’ about the Government of Canada failing to adequately accommodate the needs of Canadians who cannot use the regular government telephone system; and the availability of government documents in alternate formats.
• There were some concerns about the Minister’s ACAT committee in that the new committee will be constituted of individuals and not organizations of and for persons with disabilities.

Miscellaneous

• Accessibility goes beyond physical accessibility. It must also address the way in which information is communicated and supports are delivered.
• Operators will not know that there are problems if they do not receive complaints.