Compliance Report: Accessible Ground Transportation at Airports

Background

The Canadian Transportation Agency (Agency) is responsible for ensuring that undue obstacles to the mobility of persons with disabilities are removed from air and federal rail, ferry and bus services and facilities. It seeks to remove these obstacles by:

• administering regulations and codes of practice;
• educating the transportation industry and the community of persons with disabilities about their rights and responsibilities; and
• ruling on accessibility-related disputes and by ordering corrective measures as required.

The Agency ensures compliance with its regulations and codes of practice through periodic monitoring exercises.

The Agency has adopted a risk-based approach for monitoring compliance and works closely with industry and other parties to assist them in areas where compliance has not been achieved.

What was assessed

As part of its regular monitoring, the Agency assessed compliance by airports within the National Airport System (NAS airports) with requirements pertaining to accessible ground transportation, including training of contractors.

Ground transportation is a key element of the successful execution of a trip.

When terminal operators enter into contracts with ground transportation service providers – including bus, shuttle, taxi and car rental companies – they are expected to include accessibility requirements and standards.

The Agency assessed compliance with:

• Section 2.7 of the Code of Practice: Passenger Terminal Accessibility (Terminal Code)
• Section 2.5 of the Code of Practice: Removing Communication Barriers for Travellers with Disabilities (Communication Code)

The Agency also assessed provisions related to training of contracted personnel, which are set out in:

• the Personnel Training for the Assistance of Persons with Disabilities Regulations (PTR)

Scope

The Agency focused its monitoring on the NAS airports, with the exception of Montréal–Mirabel International Airport, which does not currently serve passengers.

Additionally, although Iqaluit Airport and Yellowknife Airport do not have any contracts with ground transportation service providers, the airports confirmed that taxi companies provide accessible transportation upon request. Additionally, accessible transportation in Yellowknife is available through the City of Yellowknife Accessible Transit Service.  The airport also has "Artic Ambassadors", volunteers who provide assistance to passengers with obtaining accessible transportation.

How the monitoring was done?

The Agency sent a questionnaire to the airports and followed up with them, as required.

Findings

Overall compliance with the monitored ground transportation provisions was very good. 

Of the 23 NAS airports that were monitored, 15 airports were found to be fully compliant with the provisions that were assessed and, as reflected below, areas for improvement are expected to be addressed as contracts are updated.

It is also of note that most airports employ best practices that go beyond their obligations and demonstrate their commitment to ensuring greater accessibility at their terminals for persons with disabilities.

Additional observations

Contracts can meet accessibility requirements in different ways

Depending on the location of the airports and their business models, there are differences in the manner in which contracts are established with ground transportation service providers to ensure the provision of accessible ground transportation.

For example, the Terminal Code requires terminal operators to include in their contracts with ground transportation service providers that they either:

•  have adapted vehicles that can accommodate large mobility aids; or
• have an agreement with an alternate provider which can provide this service.

However, some smaller airports which are served by a limited number of taxi companies, do not have the option of alternative providers, and therefore, do not include this clause in their contracts.

The Terminal Code sets out that in cases where an equivalent level of service is not available but another means of accessible transportation is available in the community, terminal operators are to advise the public of the means to access these other service providers.

Airports that do not have contracts with alternate providers confirmed that they provide information to the public on how to access an alternative means of transportation.

Many NAS airports handle directional signage requirements themselves

The Communication Code requires that contracts with ground transportation service providers specify that accessible directional signage must be placed by the service providers in the arrivals area, indicating the locations of each type of available ground transportation.

The monitoring exercise revealed that this function is largely being handled by the airports themselves, thereby making this clause unnecessary in the contracts with ground transportation service providers.

Airports were deemed to be compliant as long as directional signage was available, no matter who provided it.

Some contracts didn't specify that services must be provided at no additional cost

With one exception, all airports include clauses in their contracts with ground transportation companies that require the provision of services such as the carriage of small mobility aids, service animals, and the availability of cars with hand controls.

However, some contracts do not include a clause that these services must be provided at no additional cost to persons with disabilities.

Upon follow-up by Agency staff, all airports confirmed that there is no charge for these services. Airports were reminded to include an 'at no additional cost' clause in future contracts.

Some contracts didn't specify the proper advance notice for the availability of hand controls

While all airports include a clause in their contracts with car-rental agencies requiring the availability of cars with hand controls, some airports do not require any advance notice period while others require an advance notice of 72 hours for ensuring availability.

The Terminal Code sets out that hand control systems should be available to meet requests received at least 48 hours in advance.  

Airports whose contracts contain a 72-hour advance notice requirement have committed to correct this as contracts are updated.

Summary of NAS airports' compliance with the accessible ground transportation provisions

Future action

While the overall results of the monitoring exercise demonstrate a high level of compliance with the standards that were assessed, the Agency will continue to work with airports to ensure full compliance with the Agency's codes of practice and regulations.