Facility accessibility (Additional references)

How to make passenger terminals accessible

Standards for the accessilbility of terminals are set out in Passenger Terminal Accessibility (Terminal Code) and Accessibility of Non-National Airports System Air Terminals (Non-NAS Code).

Contracts for accessible ground transportation

The following is a partial list of elements that should be included, where applicable, by terminal operators in their contracts with ground transportation service providers such as bus, shuttle or taxi companies:

  • an accessible vehicle should be permitted to be called out of the taxi queue to serve travellers with disabilities;
  • service animals should be permitted to accompany the customer in the passenger compartment of the vehicle;
  • aids to mobility for persons with disabilities should be carried consistent with the capability of the vehicle; however, small mobility aids such as walkers, canes, crutches, braces and manually operated folding wheelchairs, should be carried in all vehicles;
  • there should not be an extra charge to transport service animals or aids to mobility;
  • adapted vehicles should be available to accommodate the transportation of persons with disabilities using large mobility aids. In cases where a ground transportation service provider does not have the necessary means to transport a person with a disability using a large mobility aid and where alternative means are available by other service providers, the ground transportation service provider should have an agreement with the alternative provider to provide the service. The fee charged to the passenger should not be higher than the fee that would have been charged by the ground transportation service provider had it been able to transport the passenger;
  • a process should be in place to deal with passenger concerns or complaints; and
  • training in accordance with the Personnel Training Regulations is required of staff interacting with persons with disabilities.

The following key elements should be included by terminal operators in their contracts with car rental agencies for hand control systems for vehicles:

  • hand-control systems should be available to fill reservations received at least forty-eight hours in advance; however, if a reservation for a vehicle with a hand-control system is received at least forty-eight hours before the vehicle is required and the provider is unable to fulfill the reservation upon the customer's arrival, convenient, alternative transportation should be arranged until a vehicle with a hand-control system is made available and the provider should pay any cost for the alternative transportation that exceeds the cost of renting a vehicle with a hand-control system for the same period of time;
  • for reservations for a hand-controlled vehicle not received by the provider at least forty-eight hours in advance, the provider should make its best efforts to provide one if one is available at the time the reservation is received;
  • hand-control systems should be provided at no additional cost to the customer;
  • hand controls should meet Canadian Standards Association and other applicable certifications and standards set by regulatory agencies and provincial licensing bodies;
  • a process should be in place to deal with passenger concerns or complaints; and
  • training in accordance with the Personnel Training Regulations is required of staff interacting with persons with disabilities.
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