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Air Travel Survey for Seniors and Persons with Disabilities

Dear Traveller,

The Canadian Transportation Agency (the Agency) is the federal government agency responsible for ensuring that air, rail and ferry transportation in Canada are accessible to all travellers. We are conducting a survey of seniors and persons with disabilities to learn more about the services that made their air travel easier and about the obstacles that they may have faced when travelling.

Information from this survey will be used to help us establish priorities for our work to improve access to transportation. The questionnaire is designed to be filled out during your trip or shortly after. It contains questions on all stages of your air travel experience. Your input is critical to our work to remove obstacles to air travel in Canada and will be greatly appreciated.

To participate in the survey, please fill out the questionnaire and mail it to the Agency using the postage-paid envelope provided. If you have any questions about the survey or if you would like to participate in the survey by telephone, please call us at 1-888-222-2592 (or by TTY at 1-800-669-5575). Participation is voluntary and all responses and personal information will remain confidential.

For additional information about the Agency, please visit our Web site at www.cta-otc.gc.ca.

INSTRUCTIONS FOR COMPLETING THE SURVEY

Here are examples of the types of questions you will find in the questionnaire:

Example 1

Some questions require that you choose a category. For these items, please check the box near the category that best fits your answer. In each question, indicate only one answer unless specified otherwise.

For example;

How frequently do you travel by plane?	More than 12 trips per year
	From 5 to 12 trips per year
	From 2 to 4 trips per year
	1 trip per year or less

Example 2

Depending on your answers, some questions may not apply to you.

For instance, in the following example, you are directed to the appropriate question depending on your answer.

Did you request information on the airports you would be using?	Yes --> SKIP TO Q. 12 No

If there is no instruction to skip questions, please go to the next question.

Example 3

Some questions are posed on a 5-point scale in which you are asked to rate the strength of your answer. For these questions, please circle or indicate the number corresponding to the answer that best fits your response. For example:

To what extent did the information provided meet your needs?

Not at All	To a Small Extent	To a Moderate Extent	To a Large Extent	Entirely	Don't Know	N/A
1	2	3	4	5

Please try to respond to every question, but if you really do not know the answer, check the box under "don't know". If a question does not apply to you, please check the box under "N/A", for "not applicable".

User Survey on the Accessibility of Air Travel in Canada

1. Do you have any of the following disabilities or health conditions? (check all that apply)		Mobility impairment (difficulty walking)
		Agility impairment (difficulty using hands or arms)
		Blind
		Low vision
		Deaf
		Hard of hearing
		Learning disability
		Respiratory/Cardiac condition
		Other (please specify)
		None

2. Do you use any of the following devices or aids when travelling? (check all that apply)		Scooter
		Manual wheelchair
		Power wheelchair
		Crutches/walker/cane
		Brace/prosthetic
		Optical device (other than glasses or contact lenses)
		White cane
		Service animal
		Hearing devices
		Other (please specify)
		None

3. How frequently do you travel by plane:		More than 12 trips per year
		From 5 to 12 trips per year
		From 2 to 4 trips per year
		1 trip per year or less

4. Which of the following is the main reason you do not travel more often? (Please check one response)		No need for more trips
		Too expensive
		Anxiety about being able to have needs met
		Inadequate equipment available in the past
		Inadequate service in the past
		Other (please specify)

THIS TRIP

5. Date of departure from your home airport:		___________________________________
6. Starting from:		City/Airport: _____________________ Country" __________________
7. Stop(s) which involved a change of plane, if any:		City/Airport: _____________________ Country" __________________ City/Airport: _____________________ Country" __________________
8. Destination:		City/Airport: _____________________ Country" __________________
9. Date of return:		___________________________________

10. On which size of plane did you travel on this trip? (check all that apply)		Small — under 30 seats (e.g., Metroliner, Beechcraft)
		Medium — 30 to 100 seats (e.g., Dash8, Bae146)
		Large — over 100 seats (e.g., Boeing 737, 747, Airbus A320or 330, Lockheed L1011)
		Don't know

11. During this trip, did you require the assistance of an attendant or other personal assistant:		No		Yes

12. Purpose of this trip:		Business
		Visiting Family/Friends
		Vacation
		Medical Appointment
		Other (please specify)

Bookings

13. How did you book your trip?		Through a travel agent
		Directly with the carrier
		Other (please specify)
		Don't Know

14. Did you identify yourself to the booking agent as a person with a disability?		No		Yes		N/A
15. When booking, did you request that the air carrier provide extra services to accommodate your needs?		No		Yes		N/A

16. To what extent did you feel that the booking agent was familiar with the services the air carrier could provide to accommodate your needs?

Not at All	To a Small Extent	To a Moderate Extent	To a Large Extent	Entirely	N/A
1	2	3	4	5

Information on the airport where you received your questionnaire

17. To what extent was it easy for you to get from the main entrance of the airport to the air carrier's check-in counter?

Not at All	To a Small Extent	To a Moderate Extent	To a Large Extent	Entirely	N/A
1	2	3	4	5

18. To what extent were flight information monitors easy to read?

Not at All	To a Small Extent	To a Moderate Extent	To a Large Extent	Entirely	Don't Know	N/A
1	2	3	4	5

19. To what extent were the public address announcements easy to understand?

Not at All	To a Small Extent	To a Moderate Extent	To a Large Extent	Entirely	Don't Know	N/A
1	2	3	4	5

20. To what extent were the signs (for gates, telephones, washrooms, etc.) in the terminal easy to read?

Not at All	To a Small Extent	To a Moderate Extent	To a Large Extent	Entirely	Don't Know	N/A
1	2	3	4	5

21. To what extent was it easy for you to access the following areas of the airport?

	Not at All	To a Small Extent	To a Moderate Extent	To a Large Extent	Entirely	Don't Know	N/A
Baggage Retrieval Area	1	2	3	4	5
Dining Areas	1	2	3	4	5
Shops	1	2	3	4	5
Washrooms	1	2	3	4	5
Help Desk	1	2	3	4	5

Check-In

22. If you had identified special requirements when booking, to what extent had this information been passed on to the check-in personnel?

Not at All	To a Small Extent	To a Moderate Extent	To a Large Extent	Entirely	Don't Know	N/A
1	2	3	4	5

23. To what extent did you feel the check-in personnel were familiar with the services the air carrier could provide to meet your needs?

Not at All	To a Small Extent	To a Moderate Extent	To a Large Extent	Entirely	Don't Know	N/A
1	2	3	4	5

24. To what extent did you feel the assistance provided at check-in met your needs?

Not at All	To a Small Extent	To a Moderate Extent	To a Large Extent	Entirely	Don't Know	N/A
1	2	3	4	5

Boarding

25. a. Did you require assistance with the following activities:

Proceeding to the boarding area	No	Yes
Boarding the plane	No	Yes
Stowing and retrieving baggage	No	Yes
Other (please specify)	No	Yes

25. b. If yes, to what extent did the assistance provided meet your needs?

	Not at All	To a Small Extent	To a Moderate Extent	To a Large Extent	Entirely
Proceeding to the boarding area	1	2	3	4	5
Boarding the plane	1	2	3	4	5
Stowing and retrieving baggage	1	2	3	4	5
Other	1	2	3	4	5

26. To what extent did you feel the boarding personnel were familiar with the procedures for assisting you when boarding the plane?

Not at All	To a Small Extent	To a Moderate Extent	To a Large Extent	Entirely	Don't Know	N/A
1	2	3	4	5

Seating Arrangements

27. Did you request a particular seat to accommodate your needs?		No (Skip to Q. 29)		Yes

28. a. Did you request any of the following seating features?
Movable arm rest	No	Yes	No	Yes
More leg room	No	Yes	No	Yes
Seat closer to the entrance	No	Yes	No	Yes
Seat closer to the restroom	No	Yes	No	Yes
Other (please specify)	No	Yes	No	Yes

During the Flight

29. To what extent were on-board announcements communicated clearly to you?

Not at All	To a Small Extent	To a Moderate Extent	To a Large Extent	Entirely
1	2	3	4	5

30. a. Did you request any of the following types of assistance from the flight attendant(s):

A description of features of the plane and their locations	No	Yes
Moving to and from the washroom on the plane	No	Yes
Help with meals (i.e. cutting or identifying contents)	No	Yes

30. b. If yes, to what extent did the assistance provided meet your needs?

	Not at All	To a Small Extent	To a Moderate Extent	To a Large Extent	Entirely
A description of features of the plane and their locations	1	2	3	4	5
Moving to and from the washroom on the plane	1	2	3	4	5
Help with meals (i.e. cutting or identifying contents)	1	2	3	4	5

31. Did the carrier staff inquire about your needs during the flight?		No		Yes		N/A

32. To what extent did you feel the assistance provided by the flight attendant(s) met your needs during the flight?

Not at All	To a Small Extent	To a Moderate Extent	To a Large Extent	Entirely
1	2	3	4	5

Equipment

33. a. Did the plane have any of the following accessibility features?

Tactile row markers	Don't Know	No	Yes
On-board wheelchair	Don't Know	No	Yes
Washroom accessible by on-board wheelchair	Don't Know	No	Yes
Accessibility features that you require in the cabin washrooms	Don't Know	No	Yes

33. b. If yes, to what extent did these features meet your needs?

	Not at All	To a Small Extent	To a Moderate Extent	To a Large Extent	Entirely
Tactile row markers	1	2	3	4	5
On-board wheelchair	1	2	3	4	5
Washroom accessible by on-board wheelchair	1	2	3	4	5
Accessibility features that you require in the cabin washrooms	1	2	3	4	5

34. If the accessibility equipment or features you required were not provided, on what size of plane were you travelling?

Small — under 30 seats
Medium — 30 to 100 seats
Large — over 100 seats
Don't know
Not Applicable

Leaving the Aircraft

35. a. Did you require assistance when proceeding to:

The public area of the airport		No		Yes
A representative of another air carrier		No		Yes

35. b. If yes, to what extent did the assistance provided meet your needs?

	Not at All	To a Small Extent	To a Moderate Extent	To a Large Extent	Entirely
The public area of the airport	1	2	3	4	5
A representative of another air carrier	1	2	3	4	5

Ground Transportation

36. a. Did you require the following services at Canadian airports?

An accessible taxi	No	Yes
An accessible city bus	No	Yes
An accessible shuttle bus	No	Yes
Other transportation (Please specify)	No	Yes

36. b. If yes, to what extent did the services provided meet your needs?

	Not at All	To a Small Extent	To a Moderate Extent	To a Large Extent	Entirely
An accessible taxi	1	2	3	4	5
An accessible city bus	1	2	3	4	5
An accessible shuttle bus	1	2	3	4	5
Other transportation (Please specify)	1	2	3	4	5

Service Animals

If not applicable, skip to Question 40.

37. a. Was your service animal permitted to remain on the floor at your seat on the plane?		No		Yes

37. b. If yes, to what extent was there enough floor space for your service animal?

Not at All	To a Small Extent	To a Moderate Extent	To a Large Extent	Entirely
1	2	3	4	5

38. To what extent was it easy for you to access a relief area for your dog when necessary at the airport terminals in Canada?

Not at All	To a Small Extent	To a Moderate Extent	To a Large Extent	Entirely	Don't Know	N/A
1	2	3	4	5

39. Overall, to what extent were your needs met when travelling by plane with your service animal?

Not at All	To a Small Extent	To a Moderate Extent	To a Large Extent	Entirely
1	2	3	4	5

Alternative Formats (Braille, Large Print, Cassette)

If not applicable, skip to Question 42.

40. a. Did you request any of the following information in an alternative format:

Confirmation of flight services	No	Yes
Travel itinerary	No	Yes
Description of airports you would use	No	Yes
On-board briefing card	No	Yes
Other (please specify)	No	Yes

40. b. If yes, did you receive the information in an alternative format of your choice?

Confirmation of flight services	No	Yes
Travel itinerary	No	Yes
Description of airports you would use	No	Yes
On-board briefing card	No	Yes
Other	No	Yes

41. Overall, to what extent did the information provided meet your needs?

Not at All	To a Small Extent	To a Moderate Extent	To a Large Extent	Entirely
1	2	3	4	5

Services for persons with hearing impairments

If not applicable, skip to Question 46.

42. Was a TTY number available for booking purposes?		Yes		No		Don't Know

43. a. Did you require a TTY when in the airport?		Yes		No (Skip to Q. 45)
43. b. If yes, was the equipment available?		Yes		No

44. To what extent was it easy to access and use a TTY when you needed to?

Not at All	To a Small Extent	To a Moderate Extent	To a Large Extent	Entirely	N/A
1	2	3	4	5

45. Was there pen and paper available for your use at the following locations:

Airport information desk	Yes	No	Don't Know
Check-in counter	Yes	No	Don't Know
Boarding gate	Yes	No	Don't Know
On the plane	Yes	No	Don't Know

Mobility Aids (Wheelchair, Walker, etc.)

If not applicable, skip to Question 55.

46. Were your mobility aids carried free of charge?	Yes	No
47. Were you permitted to use your manual folding wheelchair up to the boarding gate?	Yes	No	N/A
48. a. Did you require assistance transferring between your mobility aid and a carrier-provided mobility aid?	Yes	No

48. b. If yes, to what extent did the assistance provided meet your needs?

Not at All	To a Small Extent	To a Moderate Extent	To a Large Extent	Entirely
1	2	3	4	5

49. a. Did you require assistance with transferring between a mobility aid and your passenger seat?		Yes		No

49. b. If yes, to what extent did the assistance provided meet your needs?

Not at All	To a Small Extent	To a Moderate Extent	To a Large Extent	Entirely
1	2	3	4	5

50. Were you permitted to stow your manual folding wheelchair or other small aid in the passenger cabin?		Yes		No		Don't Know

51. To what extent were you satisfied with the way the carrier disassembled and reassembled your mobility aid for the trip?

Not at All	To a Small Extent	To a Moderate Extent	To a Large Extent	Entirely	N/A
1	2	3	4	5

52. Was your mobility aid lost or damaged by the air carrier?	Yes	No (Skip to Q. 55)

53. Did the carrier offer to provide a suitable temporary replacement without charge?	Yes	No

54. Did the carrier take responsibility for repairing or replacing your mobility aid or offer to reimburse you for the replacement cost of the aid?	Yes	No

Overall Experience

55. Overall, to what extent did you feel the carrier respected your right to determine whether or not you required any extra services during the flight?

Not at All	To a Small Extent	To a Moderate Extent	To a Large Extent	Entirely
1	2	3	4	5

56. Overall, to what extent do you feel staff were sensitive to your needs?

Not at All	To a Small Extent	To a Moderate Extent	To a Large Extent	Entirely
1	2	3	4	5

57. Overall, to what extent were you satisfied with the degree to which your needs were met during this air travel experience?

Not at All	To a Small Extent	To a Moderate Extent	To a Large Extent	Entirely
1	2	3	4	5

Traveller Profile

58. Sex:	Male	Female
59. In what year were you born?	_________
60. In what province/territory do you live?	___________________________

Other Comments

61. Do you have any other comments about this particular air travel experience?

____________________________________________________________

— THANK YOU—

Last Modified: 2008-05-08

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