Title page.

# Terminal Code Compliance Report

2010

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Page roman numeral 1.

# Terminal Code Compliance Report

# Executive Summary

## 1. Background

In June 2007, the Canadian Transportation Agency (Agency) released its Code of Practice: Passenger Terminal Accessibility (Terminal Code), which came into effect in June 2009.

The Terminal Code is applicable to operators of air terminals within the National Airports System, certain rail terminal operators and certain ferry terminal operators.

## 2. Scope of the Agency’s compliance initiative

Agency staff assessed terminal operators’ compliance of the Terminal Code with respect to those sections of the Terminal Code which pertain to information to be provided to the public in advance of travel.

This includes information regarding accessible ground transportation and customer service, as well as information related to facilities and services, such as the availability of designated parking areas and wheelchair service.

## 3. Process of the Agency’s compliance initiative

Agency staff assessed the compliance of 25 airport operators, as well as compliance by VIA Rail, Marine Atlantic, and Northumberland and Bay Ferries (Northumberland).

Terminal operators were first contacted by Agency staff in May 2008 to advise them (open parenthesis: 1 close parenthesis) of the implementation of the Terminal Code in June 2009, and (open parenthesis: 2 close parenthesis) that Agency staff would be reviewing their Web sites to assist them in targeting deficient areas.

A second review of airport Web sites was carried out in early 2009 and, in June 2009, airport operators were once again contacted to inform them of any continued deficiencies and also to offer assistance in complying with the relevant sections of the Terminal Code. Airport operators were further advised that Agency staff would carry out one further and final review of these Web sites, prior to publishing survey results in a forthcoming monitoring report. This final review took place in December 2009.

Page roman numeral 2.

Similarly, a second review of the Web sites of passenger rail stations and ferry terminals was also carried out. Operators of these terminals were contacted in October 2009 and a final review took place in December 2009.

Finally, a review of Web sites that were less than fully compliant as of December 2009 was carried out just prior to the release of this report to ensure that the results being reflected in the report were as current as possible. In cases where air, rail and ferry terminal operators did not have the required information on their Web sites, Agency staff verified whether an equivalent level of information was available by telephone, TTY or an alternative communications system. The results of the final review are reflected in Appendices A, B, and C.

Given the importance of Web site communication in matters related to transportation, the Agency has given special consideration to terminal operators’ use of their Web site to provide the information required in the Terminal Code.

## 4. Findings

### · Air terminals

While only three of 25 air terminal operators appeared to be fully compliant with the relevant provisions, footnote 1, of the Terminal Code in May 2009, all air terminal operators were able to achieve full compliance by September 2010, as a result of discussions between Agency staff and air terminal employees to provide updates to their Web sites. Reading of footnote 1 referring to “relevant provisions”. Subsection 2.7.3 – “Ground Transportation”, subsection 3.3 – “Customer Service”, and subsection 3.5 – “Facility and Service Awareness.” End of note, returning to text.

Although the Terminal Code does not require terminal operators to provide the information via Web site and therefore allows for alternative means of communication, in cases where the Web sites did not provide the public information required by the Terminal Code, Agency staff verified whether the information was provided via an alternative means, such as by telephone, TTY, e-mail or online queries. As of September 2010, 25 out of 25 of air terminal operators demonstrated full compliance.

Although all air terminals have been found to be in full compliance with the Terminal Code provisions, the Agency has noted that three of the 25 air terminal operators had not yet updated their Web sites to include the relevant Terminal Code provisions. They are:

1. Calgary International Airport

2. Toronto-Lester B. Pearson International Airport

3. Vancouver International Airport

End of list.

Page roman numeral 3.

### · Rail terminals

Eight terminals account for approximately 75 per cent of VIA Rail’s (VIA) traffic. They are Toronto, Montréal, Ottawa, London, Kingston, Windsor, Québec City and Oshawa. Footnote 2, Reading of the note. VIA Rail is not the terminal operator for the Montréal, Oshawa and Toronto stations. VIA Rail is, therefore, not subject to the Terminal Code at either of these three locations or at any other station where VIA Rail is not the terminal operator. This includes the Aldershot station in Burlington, Ontario, the Guildwood station in Scarborough, Ontario, as well as the station in Jasper, Alberta. End of note, returning to text. The Web sites for these stations, as well as VIA’s general Web site, were examined by Agency staff in order to assess VIA’s compliance with the relevant provisions, footnote 3, of the Terminal Code. Reading of footnote 3 referring to: “relevant provisions”. Subsection 2.7.3 – “Ground Transportation”, subsection 3.3 – “Customer Service”, and subsection 3.5 – “Facility and Service Awareness Program.” End of note, returning to text.

Where the information required by the relevant provisions in the Terminal Code was not indicated on VIA’s Web site, Agency staff verified whether an alternate method of providing the information (e.g. by telephone, TTY or alternate communications systems) was available.

In December 2009, overall compliance ratings ranged from 50 per cent to 63 per cent, depending on the individual station. At that time, VIA was considered “somewhat compliant” with the relevant provisions of the Terminal Code.

Nevertheless, certain sections of VIA’s Web site were found to be quite good with respect to the provision of information regarding accessibility matters. In particular, there is a dedicated “Special Needs” section with extensive information.

Where the VIA Web site is lacking, however, is with respect to information provided for individual stations. For example, there appeared to be no indication of whether accessible taxis are available at any rail station. Similarly, no information was found on VIA’s Web site regarding the availability of accessible rental cars, designated parking areas, designated drop-off and pick-up areas, or designated relieving areas for service animals. In June 2010, Agency staff confirmed with each station that the above-noted information which does not appear on VIA’s Web site can be obtained by contacting VIA’s general information and booking line by telephone, TTY, or by submitting an online request form. VIA has a dedicated TTY number for people who are deaf or hard of hearing, which can be found on its main Web site in the “Contact Us” section.

VIA Rail is considered to be fully compliant with the relevant provisions of the Terminal Code. A detailed summary of results is provided in Appendix B – “Terminal Code: Compliance by VIA Rail with Public Information Requirements.”

Page roman numeral 4.

### · Ferry terminals

Agency staff examined the Web sites of Canada’s two principal ferry terminal operators: Northumberland and Marine Atlantic. Similar to the approach taken in monitoring the compliance by air and rail terminals with the Terminal Code provisions, where Agency staff were not able to obtain the information on Northumberland’s or Marine Atlantic’s Web sites, staff verified whether an alternative method of providing the information (e.g., by telephone, TTY or alternative communications systems) was available.

#### Marine Atlantic

In December 2009, with an overall compliance rating of 86 per cent, Marine Atlantic was considered to be highly compliant with the relevant provisions of the Terminal Code. The only element not found on the Marine Atlantic Web site was the location of designated relieving areas for service animals at each terminal.

Agency staff contacted Marine Atlantic’s three terminals to verify whether they could provide this information via an alternate means and determined that passengers can obtain this information by contacting Marine Atlantic via telephone, TTY or by submitting an email request. In July 2010, Agency staff confirmed that information concerning service animal relief areas was included on Marine Atlantic’s Web site. Marine Atlantic is considered to be fully compliant with the relevant provisions of the Terminal Code.

As well as the specific information requirements of the Terminal Code, Marine Atlantic provides a considerable amount of additional information regarding accessibility matters in the “Persons with Disabilities” section of its Web site, such as information on the Agency’s Communications Code and on Marine Atlantic’s Advisory Committee on Accessibility.

#### Northumberland and Bay Ferries

In December 2009, the overall compliance rating for Northumberland’s Web site was 29 per cent. A follow-up review in June 2010 revealed that Northumberland’s compliance rating had not changed. Although its Web site does not contain the necessary information to meet the minimum requirements of the Terminal Code, Agency staff contacted each of the four Northumberland terminals and determined that the information could be obtained by contacting the terminals directly by telephone, TTY, or by submitting a query online. Northumberland has a TTY number, which can be found on its main Web site.

As the relevant information in the Terminal Code can be provided by either telephone, TTY or by submitting a query online, Northumberland is considered to be fully compliant with the relevant provisions of the Terminal Code.

Page roman numeral 5.

## 5. Best practices

A number of terminal operators have included features on their Web sites which go beyond meeting the minimum requirements of the Terminal Code. Such features are particularly helpful in assisting the travel of persons with disabilities. Some examples of these “Best Practices” are provided below.

### 1. Separate accessibility section

Many terminal operators have set up a separate “Accessibility”, “Special Needs” or “Persons with Disabilities” section within their Web sites. Not only does this facilitate the search for information on accessibility, but the establishment of such a section encourages the terminal to provide a greater breadth of information than simply that which is required by the Terminal Code. Terminals with a dedicated “Accessibility” Web site section include:

· Air terminals (Beginning sub list)

· Calgary International Airport

· Charlottetown Airport

· Edmonton International Airport

· Halifax Robert L. Stanfield International Airport

· Kelowna International Airport

· London International Airport

· Greater Moncton International Airport

· Montréal Pierre Elliott Trudeau International Airport

· Ottawa International Airport

· Québec City Jean Lesage International Airport

· Regina International Airport

· Saint John Airport

· Saskatoon John G. Diefenbaker International Airport

· St. John’s International Airport

· Thunder Bay International Airport

· Toronto-Lester B. Pearson International Airport

· Victoria International Airport

· Erik Nielsen Whitehorse International Airport

· Winnipeg James Armstrong Richardson International Airport

· Yellowknife Airport . (End of sub list)

· Rail terminal – VIA Rail (main corporate Web site)

· Ferry terminal – Marine Atlantic (main corporate Web site)

End of list.

Page roman numeral 6.

### 2. Web site links

Useful links to external Web sites that deal with accessible transportation issues are provided by a number of terminal operators:

Beyond Ability International – Toronto-Lester B. Pearson International Airport. Web site link:

http://www.independentliving.org/donet/13_beyond_ability_international

Agency Home Page – Charlottetown Airport, Kelowna International Airport, St. John’s International Airport, Victoria International Airport. Web site link:

http://www.otc-cta.gc.ca/index.php?lang=eng

Agency Air Travel Accessibility Regulations – London International Airport, Montréal Pierre Elliott Trudeau International Airport, Regina International Ai rport, Toronto-Lester B. Pearson International Airport. Web site link:

http://www.otc-cta.gc.ca/doc.php?sid=1161&lang=eng

Agency Web site “Persons with Disabilities” section – Erik Nielsen Whitehorse International Airport. Web site link:

http://www.otc-cta.gc.ca/themes.php?aid=2&lang=eng

Agency Publication Take Charge of Your Travel: A Guide for Persons with Disabilities – Edmonton International Airport, London International Airport, Regina International Airport, Toronto-Lester B. Pearson International Airport, Victoria International Airport. Web site link:

http://www.otc-cta.gc.ca/doc.php?sid=1021&lang=eng

Transport Canada’s “Access to Travel” Web site – Charlottetown Airport, Halifax Robert L. Stanfield International Airport, Kelowna International Airport, VIA Rail. Web site link:

http://www.accesstotravel.gc.ca/main-e.asp

### 3. Terminal guides

The Web sites of Edmonton International Airport, Thunder Bay International Airport and Winnipeg James Armstrong Richardson International Airport provide links to printable brochures with comprehensive information regarding the accessibility features and services at those terminals.

### 4. Airport Customer Assistance Program – Toronto Pearson International Airport

Toronto-Lester B. Pearson International Airport initiated its Airport Customer Assistance Program (ACAP) to ensure that all passengers can travel throughout the airport without difficulty. Assistance can be pre-arranged by calling a toll-free number or by completing an ACAP request form online. In the online form, travellers are asked to specify the type of assistance they require, along with flight details and other relevant information. In addition, provision is made to allow travellers to make special requests.

Page 1.

# Terminal Code Compliance Report

The Agency found that the majority of federally-regulated transportation terminals are now fully compliant with provisions of the Code of Practice: Passenger Terminal Accessibility.

## 1. Background

The Canadian Transportation Agency (Agency) is responsible for ensuring that undue obstacles to the mobility of persons with disabilities are removed from federally regulated transportation services and facilities, which include air, rail, and extra-provincial ferry and bus transportation. It seeks to remove such obstacles by developing regulations, codes of practice and standards; communicating with the transportation industry and the community of persons with disabilities; resolving individual accessibility-related disputes; and by ordering corrective measures as required.

The Agency follows the federal government’s policy of setting standards using alternatives to regulations, and therefore develops voluntary codes of practice and other standards. In June 2007, the Agency released its Code of Practice: Passenger Terminal Accessibility (Terminal Code), which was developed in consultation with the Agency’s Accessibility Advisory Committee and other stakeholders.The purpose of the Terminal Code is to ensure a minimum level of accessibility for passenger terminals across Canada, thereby improving the accessibility of terminals for persons with disabilities on a systemic basis as they use the federal transportation system.

The Terminal Code is applicable to operators of air terminals within the National Airports System, footnote 1, and certain rail terminal operators, footnote 2, and ferry terminal operators, footnote 3. Reading of footnote 1 referring to National Airports System. The National Airports System (NAS) is comprised of 26 national airports linking Canada from coast to coast. Currently, the NAS handles 94 per cent of all scheduled passenger and cargo traffic in Canada and includes airports serving the national, provincial and territorial capitals. However, for the purpose of this report, Montréal-Mirabel Airport was excluded, as its operations are limited to cargo services. Reading of footnote 2 referring to rail terminal operators. Operators of rail terminals with 10,000 or more passengers embarking and 10,000 or more passengers disembarking in each of the two preceding years, excluding those terminals operated and maintained by carriers that provide only commuter or tourist services. Reading of footnote 3 referring to ferry terminal operators. Canadian ferry terminals with 10,000 or more passengers embarking and 10,000 or more passengers disembarking in each of the two preceding years; and at which ferries of 1,000 gross tonnes or more operate between provinces or territories, or between a province or territory and the United States. End of notes, returning to text. Those covered by the Terminal Code were expected to have implemented its provisions by June 2009. Interprovincial bus operations are covered by a code of practice administered by Transport Canada and, as such, are not subject to the Terminal Code.

The Agency actively monitors compliance by transportation service providers with its regulations and codes of practice. A risk-based approach to prioritizing its monitoring activities is used and Agency staff works with transportation service providers to address deficiencies identified during monitoring exercises. The Agency publicly reports on the results of its compliance initiatives.

Page 2.

## 2. Scope of the Agency's compliance initiative

The Terminal Code contains provisions concerning information regarding ground transportation (Subsection 2.7.3), customer service (Subsections 3.3.1 and 3.3.2), and awareness of facilities and services (Subsection 3.5), which is to be made available to the public in advance of travel. The following are the relevant provisions of the Terminal Code contained in this report:

### · Subsection 2.7.3 – Ground transportation

Terminal operators are to have means to inform the public of the types of ground transportation available at the terminal and resource information for these services, including accessible ground transportation, in advance of travel.

In addition, terminal operators are to ensure that information is available to the public about the procedures for the provision of ground transportation services to persons with disabilities. For example, passengers should be made aware of any need to make advance reservations for accessible ground transportation.

As previously stated, terminal operators are expected to ensure that accessible ground transportation is available from the terminal. Where accessible ground transportation is, however, not available at the terminal for persons using larger mobility aids, terminal operators are to include this fact in public information on ground transportation.

### · Subsections 3.3.1 and 3.3.2 – Customer Service

Terminal operators are to have a process in place to deal with public concerns or complaints. This process is to include a designated person or group to deal with accessibility related concerns.

Terminal operators are to have a means to inform the public of the availability of this service, including how to voice a concern or make a complaint. Terminal operators' Web sites are to provide information about this service.

### · Subsection 3.5 – Facility and Services Awareness Program

Terminal operators are to have a means available to make terminal accessibility features and services known to travellers.

Page 3.

This allows travellers with disabilities, including passengers who may travel infrequently or are uncomfortable travelling, to be aware of what accessibility features and services are available at terminal facilities prior to travel.

This also allows passengers to familiarize themselves with any required accessibility information independently, prior to travel. In addition, it helps to ensure that if terminal operators expend resources to provide accessible features and services, the intended users will be aware of their existence and be able to make use of them.

At a minimum, information on the following features and services are to be made available to the public, where applicable:

· hours of operation;

· location of designated parking areas;

· location of designated drop-off and pick-up areas;

· passenger assistance information, including telephone numbers for accessibility information;

· wheelchair or electric cart service;

· location of designated relieving areas for service animals;

· accessible inter-terminal transportation;

· accessible ground transportation;

· complaint resolution service;

· escort passes; and

· any other relevant information.

End of list.

The Agency identified these specific provisions of the Terminal Code as priorities for monitoring purposes due to the important role that the communication of information has on accessibility and on promoting the mobility of passengers with disabilities within the federal transportation network.

This report sets out the results of monitoring done by the Agency with respect to communication-related provisions contained in the Terminal Code. More specifically, its purpose is to:

gauge the overall level of compliance with these provisions in advance of the implementation of the Terminal Code as well as following its implementation;

identify issues to determine where additional attention may be required;

reinforce the importance of providing information to travelers in an accessible format (websites, telephones, TTY, and other alternative communications systems); and

identify “best practices” in the transportation industry, which go beyond the minimum requirements for these identified provisions.

End of list.

Page 4.

As a reflection of the importance of travel-related information in March 2009, the Agency released Take Charge of Your Travel: A Guide for Persons With Disabilities (Guide), which contains information for persons with disabilities that will help plan their travel, make it easier to get from point A to point B, and describes accessible services and features for travellers with disabilities who use airplanes, trains, as well as passenger ferries and buses that cross a Canadian or provincial border. A significant part of the Guide focuses on the importance of planning and finding information for a trip ahead of time. The successful planning and execution of a trip is fundamental to barrier-free travel in the federal transportation network.

The release of the Guide as well as the monitoring and compliance initiative relating to the Terminal Code are two of several Agency initiatives aimed at reinforcing the importance of providing access to information to travellers with disabilities, as well as the successful planning and execution of a trip, Footnote 4. Reading of the note. Other communications-related initiatives: Multiple Format Policy Compliance Report (2009) and the Alternative Communications Systems Compliance Report (ibid). End of note, returning to text.

The Agency decided to focus its compliance efforts on the following key transportation service providers operating services in the three modes of transportation (i.e., air, rail and ferry):

Air

1. Calgary International Airport

2. Charlottetown Airport

3. Edmonton International Airport

4. Fredericton International Airport

5. Gander International Airport

6. Halifax Robert L. Stanfield International Airport

7. Iqaluit International Airport

8. Kelowna Airport

9. London International Airport

10. Greater Moncton International Airport

11. Montréal-Pierre Elliott Trudeau International Airport

12. Ottawa International Airport

13. Prince George Airport

14. Québec City Jean Lesage International Airport

15. Regina International Airport

16. Saint John Airport

17. Saskatoon John G. Diefenbaker International Airport

18. St. John’s International Airport

19. Thunder Bay International Airport

20. Toronto Lester B. Pearson International Airport

21. Vancouver International Airport

22. Victoria International Airport

23. Erik Nielsen Whitehorse International Airport

24. Winnipeg International Airport

25. Yellowknife Airport

Page 5.

Rail

1. VIA Rail (Kingston, London, Montréal, Oshawa, Ottawa, Québec, Toronto, and Windsor terminals)

Ferry

1. Marine Atlantic (Argentia, North Sydney, and Port aux Basques terminals)

2. Northumberland and Bay Ferries (Caribou, Digby, Saint John, and Wood Islands terminals)

End of list.

## 3. Methodology of the Agency's compliance initiative

The Terminal Code compliance initiative consisted of multiple steps designed to evaluate and encourage compliance by terminal operators with the above-mentioned provisions of the Terminal Code.

The monitoring project consisted of a series of measures, with an initial focus on terminal operators’ Web sites in order to assess compliance with the sections of the Code regarding the provision of information on accessibility to the public.

In May 2008, the above-noted air, rail, and ferry terminal operators were contacted by Agency staff to advise them that the Terminal Code would come into effect in June 2009 and that during the summer of 2008, Agency staff would be reviewing their Web sites to determine whether they contained the information set out in the relevant sections of the Terminal Code. The purpose of this initial review was to assist terminal operators in targeting deficient areas prior to the formal implementation of the Terminal Code on June 30, 2009.

A review of airport Web sites was carried out in May 2009 and, in the following month, airport operators were contacted to inform them of any continued deficiencies and to offer assistance to address any such deficiencies. Airport terminal operators were also advised that Agency staff would carry out a further review of their Web sites prior to publishing the monitoring results in a public report. This comprehensive Web site review took place in December 2009.

Page 6.

A review of the Web sites of passenger rail stations and ferry terminals was also carried out. Operators of these terminals were contacted in October 2009 and were also offered assistance in complying with the applicable sections of the Terminal Code. A comprehensive Web site review took place in December 2009.

Finally, a review of Web sites that were less than fully compliant as of December 2009 was carried out just prior to the release of this report in order to ensure that the results being reflected in the report were as current as possible. In cases where air, rail and ferry terminal operators did not have the required information on their Web sites, Agency staff verified whether an equivalent level of information was available by telephone, TTY or an alternative communications system. The results of the final review are reflected in Appendices A, B and C.

Given the importance of Web site communication in matters related to transportation, the Agency has given special consideration to terminal operators’ use of their Web sites to provide the information required in the Terminal Code. Giving reflection to the focus on Web sites for air terminals in the May and December 2009 reviews, and with respect to the rail and ferry terminals in the December 2009 review, the focus was on Web site compliance.

## 4. Findings

### · Air terminals

While only three of 25 air terminal operators appeared to be fully compliant with the relevant provisions, footnote 5, of the Terminal Code in May 2009, all air terminal operators were able to achieve full compliance by September 2010, as a result of discussions between Agency staff and air terminal employees to provide updates to their Web sites. Reading of footnote 5 referring to “relevant provision”. Subsection 2.7.3 – “Ground Transportation”, subsection 3.3 – “Customer Service”, and subsection 3.5 – “Facility and Service Awareness Program”. End of note returning to text.

As noted above, the Terminal Code does not require terminal operators to provide the information via Web site and therefore allows for alternative means of communication. In case where the Web sites did not provide the public information required by the Terminal Code, Agency staff verified whether the information was provided via an alternative means, such as by telephone, TTY, e-mail or online queries. As of September 2010, 25 out of 25 of air terminal operators demonstrated full compliance.

Although all air terminals have been found to be in full compliance with the Terminal Code provisions, the Agency has noted that three of the 25 air terminal operators had not yet updated their Web sites to include the relevant Terminal Code provisions. They are:

1. Calgary International Airport

2. Toronto Pearson International Airport

3. Vancouver International Airport

End of list.

Page 7.

Several air terminal operators improved their level of compliance significantly over the period of May 2009 to September 2010:

Beginning of table entitle “Website Monitoring: Compliance Ratings for Airports Showing Significant Improvements Since May 2009”

Reader’s note; this table has 3 columns with the following heading, Terminal, may 2009 and September 2010. The results in the column September 2010 are all 100%. This information won’t be mention again. End of reader’s note.

Reading of table.

For the Thunder Bay International Airport terminal the result was 8% in May 2009 . Saint John Airport, 31%. Eric Neilsen Whitehorse International Airport, 38%. Gander International Airport, 46%. St. John’s International Airport, 50%. Québec City Jean Lesage International Airport, 54%. Montréal-Pierre Elliott Trudeau International Airport, 69%. Charlottetown Airport, 75%. And for the Greater Moncton International Airport terminal the result was 77% in May 2009. All terminals have a result of 100% in September 2010.

End of table entitle “Website Monitoring: Compliance Ratings for Airports Showing Significant Improvements Since May 2009”

Page 8 .

The detailed compliance results are reflected in Appendix A as follows:

Page 1 of Appendix A shows the Overall Compliance Ranking for all airports surveyed in both May 2009 and in September 2010.

The methodology used for staff’s analysis is described at page 2.

Pages 3 to 7 contain a detailed analysis, by airport, of compliance with each element of the relevant sections of the Terminal Code in both May and September 2010.

End of list.

### · Rail terminals

As noted above, the following eight terminals account for approximately 75 per cent of VIA Rail’s traffic. They are Toronto, Montréal, Ottawa, London, Kingston, Windsor, Québec City and Oshawa, footnote 6, Reading of the note. VIA Rail is not the terminal operator for the Montréal, Oshawa and Toronto stations. VIA Rail is, therefore, not subject to the Terminal Code at either of these three locations or at any other station where VIA Rail is not the terminal operator. This includes the Aldershot station in Burlington, Ontario, the Guildwood station in Scarborough, Ontario, as well as the station in Jasper, Alberta. End of note, returning to text . The Web sites for these stations, as well as VIA Rail’s general Web site, were examined by Agency staff in order to assess VIA Rail’s compliance with the relevant provisions, footnote 7, of the Terminal Code. Reading of note 7 referring to “relevant provision”. Subsection 2.7.3 – “Ground transportation”, Subsection 3.3 – “Customer Service”, and Subsection 3.5 – “Facility and Service Awareness Program”. End of note, returning to text.

Where the information required by the relevant provisions in the Terminal Code was not indicated on VIA Rail’s Web site, Agency staff verified whether an alternative method of providing the information (e.g. by telephone, TTY or alternate communications systems) was available.

In December 2009, overall compliance ratings ranged from 50 per cent to 63 per cent, depending on the individual station. At that time, VIA Rail was considered “somewhat compliant” with the relevant provisions of the Terminal Code. Nevertheless, certain sections of VIA Rail’s Web site were found to be quite good with respect to the provision of information regarding accessibility matters. In particular, there is a dedicated “Special Needs” section with extensive information regarding booking tickets, “One Person One Fare” considerations, priority boarding, checked baggage (including wheelchairs and electric scooters), services available on board, and other relevant information.

However, the Agency noted that information in respect of individual stations is not available on VIA’s Web site. For example, there appeared to be no indication of whether accessible taxis are available at any rail station. Similarly, no information was found on VIA Rail’s Web site regarding the availability of accessible rental cars, designated parking areas, designated drop-off and pick-up areas, or designated relieving areas for service animals.

Page 9.

Despite this lack of information, it is important to note that such services and facilities may, in fact, be provided at some or all of these rail stations. In June 2010, Agency staff confirmed with each station that the above-noted information which does not appear on VIA’s Web site can be obtained by contacting VIA’s general information and booking line by telephone, TTY, or by submitting an online request form. Via Rail has a dedicated TTY number for people who are deaf or hard of hearing, which can be found on its main Web site in the “Contact Us” section.

VIA Rail is considered to be fully compliant with the relevant provisions of the Terminal Code. A detailed summary of results is provided in Appendix B – Terminal Code: Compliance by VIA Rail with Public Information Requirements.

### · Ferry terminals

As reflected above, Agency staff examined the Web sites of Canada’s two principal ferry terminal operators: Northumberland and Bay Ferries (Northumberland) and Marine Atlantic. Northumberland operates terminals in Caribou, Nova Scotia, Digby, Nova Scotia, Saint John, New Brunswick, and Wood Islands, Prince Edward Island, while Marine Atlantic operates terminals in Argentia, Newfoundland, Port aux Basques, Newfoundland, and North Sydney , Nova Scotia. A detailed summary of the results can be found in Appendix C – Terminal Code: Compliance by Ferry Terminal Operators with Public Information Requirements.

Similar to the approach taken in monitoring the compliance by air and rail terminals with the Terminal Code provisions, where Agency staff were not able to obtain the information on Northumberland’s or Marine Atlantic’s Web sites, staff verified whether an alternative method of providing the information (e.g., by telephone, TTY or alternate communications systems) was available.

#### Marine Atlantic

In December 2009, Agency staff monitored Marine Atlantic’s Web site and found it to be highly compliant with an overall compliance rating of 86 per cent. The only information missing on the Web site was with respect to information concerning service animal relief areas, which pertains to Subsection 3.5.2 of the Terminal Code.

Agency staff contacted Marine Atlantic’s three terminals to verify whether they could provide this information via an alternate means and determined that passengers can obtain this information by contacting Marine Atlantic via telephone, TTY or by submitting an e-mail request. Marine Atlantic has a dedicated TTY number, which can be found on its main Web site under “Contact Us.” In July 2010, Agency staff confirmed that information concerning service animal relief areas was included on Marine Atlantic’s Web site. Marine Atlantic is considered to be fully compliant with the relevant provisions of the Terminal Code.

Page 10.

As well as the specific information requirements of the Terminal Code, Marine Atlantic provides a considerable amount of additional information regarding accessibility matters in the “Persons with Disabilities” section of its Web site, such as information on the Agency’s Communications Code and on Marine Atlantic’s Advisory Committee on Accessibility.

#### Northumberland and Bay Ferries

In December 2009, the overall compliance rating for Northumberland’s Web site was 29 per cent. The only information found on its Web site, which related to the information requirements of the Terminal Code, was contact information for customer service. A follow-up review in June 2010 revealed that Northumberland’s compliance rating did not change. Although its Web site does not contain the necessary information to meet the minimum requirements of the Terminal Code, Agency staff contacted each of the four Northumberland terminals and determined that the information could be obtained by contacting the terminals directly by telephone, TTY, or by submitting a query online. Northumberland has a TTY number, which can be found on its main Web site, under “Terminal Parking Area & Fees.”

As the relevant information in the Terminal Code can be provided by either telephone, TTY or by submitting a query online, Northumberland is considered to be fully compliant with the relevant provisions of the Terminal Code.

Page 11.

## 5. Best practices

A number of terminal operators have included features on their Web sites which go beyond meeting the minimum requirements of the Terminal Code. Such features are particularly helpful in assisting the travel of persons with disabilities. Some examples of these “Best Practices” are provided below.

### 1. Separate accessibility section

Many terminal operators have set up a separate “Accessibility”, “Special Needs” or “Persons with Disabilities” section within their Web sites. Not only does this facilitate the search for accessibility information, but the establishment of such a section encourages the terminal to provide a greater breadth of information than simply that which is required by the Terminal Code. Terminals with a dedicated “Accessibility” Web site section include:

· Air terminals (Beginning sub list)

· Calgary International Airport

· Charlottetown Airport

· Edmonton International Airport

· Halifax Robert L. Stanfield International Airport

· Kelowna International Airport

· London International Airport

· Greater Moncton International Airport

· Montréal-Pierre Elliott Trudeau International Airport

· Ottawa International Airport

· Québec City Jean Lesage International Airport

· Regina International Airport ,

· Saint John Airport

· Saskatoon John G. Diefenbaker International Airport

· St. John’s International Airport

· Thunder Bay International Airport

· Toronto‑Lester B. Pearson International Airport

· Victoria International Airport

· Erik Nielsen Whitehorse International Airport

· Winnipeg James Armstrong Richardson International Airport

· Yellowknife Airport (End of sub list)

· Rail terminal – VIA Rail (main corporate Web site)

· Ferry terminal – Marine Atlantic (main corporate Web site)

End of list.

Page 12.

### 2. Web site links

Useful links to external Web sites that deal with accessible transportation issues are provided by a number of terminal operators:

Beyond Ability International – Toronto-Lester B. Pearson International Airport. Web site link:

http://www.independentliving.org/donet/13_beyond_ability_international

Agency Home Page – Charlottetown Airport, Kelowna International Airport, St. John’s International Airport, Victoria International Airport. Web site link:

http://www.otc-cta.gc.ca/index.php?lang=eng

Agency Air Travel Accessibility Regulations – London International Airport, Montréal Pierre Elliott Trudeau International Airport, Regina International Airport, Toronto-Lester B. Pearson International Airport. Web site link:

http://www.otc-cta.gc.ca/doc.php?sid=1161&lang=eng

Agency Web site “Persons with Disabilities” section – Erik Nielsen Whitehorse International Airport. Web site link:

http://www.otc-cta.gc.ca/themes.php?aid=2&lang=eng

Agency Publication Take Charge of Your Travel: A Guide for Persons with Disabilities – Edmonton International Airport, London International Airport, Regina International Airport, Toronto-Lester B. Pearson International Airport, Victoria International Airport. Web site link:

http://www.otc-cta.gc.ca/doc.php?sid=1021&lang=eng

Transport Canada’s “Access to Travel” Web site – Charlottetown Airport, Halifax Robert L. Stanfield International Airport, Kelowna International Airport, VIA Rail. Web site link:

http://www.accesstotravel.gc.ca/main-e.asp

### 3. Terminal guides

The Web sites of Edmonton International Airport , Thunder Bay International Airport, and Winnipeg James Armstrong Richardson International Airport provide links to printable brochures with comprehensive information regarding the accessibility features and services at those terminals.

### 4. Airport Customer Assistance Program – Toronto‑Lester B. Pearson International Airport

Toronto‑Lester B. Pearson International Airport initiated its Airport Customer Assistance Program (ACAP) to ensure that all passengers can travel throughout the airport without difficulty. Assistance can be pre-arranged by calling a toll-free number or by completing an ACAP request form online. In the online form, travellers are asked to specify the type of assistance they require, along with flight details and other relevant information. In addition, provision is made to allow travellers to make special requests.

Page 13.

## 6. Future action

Given the value and importance of Web site communication with respect to the relevant Terminal Code provisions, Agency staff will continue to work with those terminal operators, who at the time of this report’s release, were not yet able to update their Web sites, with a view to enhancing their compliance with the sections of the Terminal Code regarding the provision of information to the public on: ground transportation, customer service, and awareness of facilities and services. The Agency will provide periodic updated reports on its Web site as terminal operators modify their Web sites to include the required information or otherwise make the information available to the public.

For further information:

Canadian Transportation Agency

Ottawa , ON K1A 0N9

Tel: 1‑888‑222-2592

TTY: 1‑800‑669-5575

Web: www.cta.gc.ca

E‑mail : info@otc-cta.gc.ca

Page 14.

# Appendices

Page 15; page 1 of Appendix A.

## Appendix A: Terminal Code – Compliance by Airports with Public Information Requirements

Page 1 of Appendix A shows the Overall Compliance Ranking of various Canadian terminals. Page 1 is divided into 2 tables: the first reflecting the Overall Compliance Ranking from May 2009, and the second reflecting the Overall Compliance Ranking from September 2010.

This monitoring exercise focused on the following 25 terminals: Calgary, Charlottetown, Edmonton, Fredericton, Gander, Halifax, Iqaluit, Kelowna, London, Moncton, Montréal, Ottawa, Prince George, Quebec, Regina, Saskatoon, SaintJohn, St.John’s, Thunder Bay, Toronto, Vancouver, Victoria, Whitehorse, Winnipeg and Yellowknife.

The first table is divided into 6 categories, each demonstrating a percentage of compliance: “100%”, “83%-92%”, “69%-77%”, “46%-57%”, “31%-38%” and “less than 10%”. The “less than 10%” category, which represents 8% of all 25 terminals, contains the Iqaluit terminal and the Thunder Bay terminal. The “31%-38%” category, which represents 8% of all 25 terminals, contains the Saint-John terminal and the Whitehorse terminal. The “46%-57%” category, which represents 24% of all 25 terminals, contains the Prince George, Gander, Calgary, St. John’s, Quebec City and the Vancouver terminal. The “66%-77%” category, which represents 24% of all 25 terminals, contains the Montreal, Toronto, Charlottetown, Yellowknife, Moncton and Halifax terminals. The “83%-92%” category, which represents 24% of all 25 terminals, contains the Fredericton, Saskatoon, Edmonton, Winnipeg, Victoria and London terminals. The 100% category, which represents 12% of all 25 terminals, contains the Regina, Ottawa and Kelowna terminals.

The second table is divided into 1 category: 100%. As of September 2010, all of the following terminals are compliant: Calgary, Charlottetown, Edmonton, Fredericton, Gander, Halifax, Iqaluit, Kelowna, London, Moncton, Montréal, Ottawa, Prince George, Québec, Regina, Saint John, Saskatoon, St. John’s, Thunder Bay, Toronto, Vancouver, Victoria, Whitehorse, Winnipeg and Yellowknife.

Page 16; page 2 of Appendix A.

### Explanatory notes to results reflected in Appendices A, B and C

1. For Web site Compliance calculations, a “YES” is coded as “1” and a “NO” is coded as a “0”. Availability of basic non-accessible Ground Transportation services is not coded at all, as they are not relevant to the provision of accessible services. What is relevant is that, if a ground transportation service is generally available, then that service should also be made available on an “accessible” basis.

2. Compliance with subsection 2.7.3 is a mathematical average of the variables in that section, excluding Non-Accessible Ground Transportation (as per note 2).

3. Compliance with subsection 3.3.2 is either 100% or 0%, depending on whether a process of making complaints is provided on the airport’s Web site.

4. Compliance with subsections 3.5.1 and 3.5.2 is a mathematical average of the 7 or 8 variables in that section.

5. Overall Compliance is a mathematical average of the 13 or 14 variables in all sections. Since there are more variables in subsections 3.5.1 and 3.5.2, it is weighted more heavily towards those sections.

Page 17; page 3 of Appendix A.

Page 3 of 7 of Appendix A shows a table outlining the results behind the Overall Compliance Ranking of various terminals. They were measured in May 2009 and September 2010 against different provisions of the Terminal Code and were categorized into a table that is divided into the following 4 categories: “Section 2.7.3”, “Section 3.3.2”, “Sections 3.5.1 and 3.5.2” and “Other”, in order to determine the level of compliance of each terminal.

Section 2.7.3 of the Terminal Code is divided into 4 categories and takes into account Ground Transportation (Taxi, Car Rental and Shuttle services), Accessible Ground Transportation (Taxi, Car Rental and Shuttle services), the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. Section 3.3.2 of the Terminal Code takes into account the Process for Voicing Concerns and Making Complaints. Sections 3.5.1 and 3.5.2 of the Terminal Code take into account the Terminal Accessibility Features (Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info, Wheelchair/Electric Cart Service, Designated Relieving Areas, Accessible Inter-Terminal and Escort Passes). The Other category tracks whether a Separate Accessibility Web page exists. Finally, the Web site Compliance grades (in %) each provision mentioned above in order to determine the overall terminal operators’ Overall Compliance* • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web)

### Calgary terminal

In May 2009, for section 2.7.3, the Calgary terminal received a YES for Taxi, Car Rental and Shuttle Services. However, it received a NO for Accessible Ground Transportation in terms of Taxis, • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web The Calgary terminal received a NO for the Procedures for the Provision of Accessible Ground Transportation • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web)for Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Calgary terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Calgary terminal received a NO in Hours of Operation; a YES for Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info, Wheelchair/Electric Cart Service, Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a• (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web)for Escort Passes. In the Other category, the Calgary terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Calgary terminal received 0% for section 2.7.3, 100% for section 3.3.2 and 71% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Calgary terminal was 46% in May 2009.

In September 2010, for section 2.7.3, the Calgary terminal received a YES for Taxi, Car Rental and Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis, • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web)Car Rentals and Shuttles. The Calgary terminal received a YES for the Procedures for the Provision of Accessible Ground Transportation • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web) and for the Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Calgary terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Calgary terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info, Wheelchair/Electric Cart Service, Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a YES • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web)for Escort Passes. In the Other category, the Calgary terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Calgary terminal received 100% for section 2.7.3, 100% for section 3.3.2 and 100% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Calgary terminal was 100% in September 2010.

### Charlottetown terminal

In May 2009, for section 2.7.3, the Charlottetown terminal received a YES for Taxis and Car Rental, and a NO for Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis and Car Rental, but a N/A for Shuttles. The Charlottetown terminal received a YES for the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Charlottetown terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Charlottetown terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info; a NO for Wheelchair/Electric Cart Service and Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a NO for Escort Passes. In the Other category, the Charlottetown terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Charlottetown terminal received 100% for section 2.7.3, 100% for section 3.3.2 and 57% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Charlottetown terminal was 75% in May 2009.

Page 17 continued.

In September 2010, for section 2.7.3, the Charlottetown terminal received a YES for Taxi and Car Rental, and a NO for Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis and Car Rental, but a N/A for Shuttles. The Charlottetown terminal received a YES for the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Charlottetown terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Charlottetown terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info, Wheelchair/Electric Cart Service and Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a YES for Escort Passes. In the Other category, the Charlottetown terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Charlottetown terminal received 100% for section 2.7.3, 100% for section 3.3.2 and 100% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Charlottetown terminal was 100% in September 2010.

### Edmonton terminal

In May 2009, for section 2.7.3, the Edmonton terminal received a YES for Taxi, Car Rental and Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis, but received a NO for Car Rental, and a YES for Shuttles. The Edmonton terminal received a YES for the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Edmonton terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Edmonton terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info; a NO for Wheelchair/Electric Cart Service and Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a NO for Escort Passes. In the Other category, the Edmonton terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Edmonton terminal received 80% for section 2.7.3, 100% for section 3.3.2 and 86% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Edmonton terminal was 85% in May 2009.

In September 2010, for section 2.7.3, the Edmonton terminal received a YES for Taxi, Car Rental and Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Edmonton terminal received a YES for the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Edmonton terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Edmonton terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info, Wheelchair/Electric Cart Service and Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a YES for Escort Passes. In the Other category, the Edmonton terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Edmonton terminal received 100% for section 2.7.3, 100% for section 3.3.2 and 100% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Edmonton terminal was 100% in September 2010.

### Fredericton terminal

In May 2009, for section 2.7.3, the Fredericton terminal received a YES for Taxis and Car Rental and a NO for Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis and Car Rental, but received a N/A for Shuttles. The Fredericton terminal received a YES for the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Fredericton terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Fredericton terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info, Wheelchair/Electric Cart Service; a NO for Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a YES for Escort Passes. In the Other category, the Fredericton terminal received a NO for Separate Accessibility Web page. In terms of its Web site Compliance, the Fredericton terminal received 75% for section 2.7.3, 100% for section 3.3.2 and 86% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Fredericton terminal was 83% in May 2009.

In September 2010, for section 2.7.3, the Fredericton terminal received a YES for Taxi and Car Rental and a NO for Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis and Car Rental, but received a N/A for Shuttles. The Fredericton terminal received a YES for the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Fredericton terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Fredericton terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info, Wheelchair/Electric Cart Service and Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a YES for Escort Passes. In the Other category, the Fredericton terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Fredericton terminal received 100% for section 2.7.3, 100% for section 3.3.2 and 100% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Fredericton terminal was 100% in September 2010.

Page 17 continued.

### Gander terminal

In May 2009, for section 2.7.3, the Gander terminal received a YES for Taxi, Car Rental and Shuttle Services. However, it received a NO for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Gander terminal received a NO for the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Gander terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Gander terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info; a NO for Wheelchair/Electric Cart Service; a YES for Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a NO for Escort Passes. In the Other category, the Gander terminal received a NO for Separate Accessibility Web page. In terms of its Web site Compliance, the Gander terminal received 0% for section 2.7.3, 100% for section 3.3.2 and 71% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Gander terminal was 46% in May 2009.

In September 2010, for section 2.7.3, the Gander terminal received a YES for Taxi, Car Rental and Shuttle Services. However, in terms of Accessible Ground Transportation, it received a N/A for Taxis and a YES for Car Rental and Shuttles. The Gander terminal received a YES for the Procedures for the Provision of Accessible Ground Transportation and a N/A for Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Gander terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Gander terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info, Wheelchair/Electric Cart Service, Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a YES for Escort Passes. In the Other category, the Gander terminal received a NO for Separate Accessibility Web page. In terms of its Web site Compliance, the Gander terminal received 100% for section 2.7.3, 100% for section 3.3.2 and 100% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Gander terminal was 100% in September 2010.

### Halifax terminal

In May 2009, for section 2.7.3, the Halifax terminal received a YES for Taxi, Car Rental and Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis, a NO for Car Rental and a YES for Shuttles. The Halifax terminal received a YES for the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Halifax terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Halifax terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info, Wheelchair/Electric Cart Service; a NO for Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a NO for Escort Passes. In the Other category, the Halifax terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Halifax terminal received 80% for section 2.7.3, 100% for section 3.3.2 and 71% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Halifax terminal was 77% in May 2009.

In September 2010, for section 2.7.3, the Halifax terminal received a YES for Taxi, Car Rental and Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxi, Car Rental and Shuttles. The Halifax terminal received a YES for the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Halifax terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Halifax terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info, Wheelchair/Electric Cart Service, Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a YES for Escort Passes. In the Other category, the Halifax terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Halifax terminal received 100% for section 2.7.3, 100% for section 3.3.2 and 100% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Halifax terminal was 100% in September 2010.

Page 18; page 4 of Appendix A.

### Iqaluit terminal

In September 2010, for section 2.7.3, the Iqaluit terminal received a YES for Taxi, Car Rental and Shuttle Services. However, it received a N/A for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Iqaluit terminal received a YES • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web) for the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Iqaluit terminal received a YES (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web) for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Iqaluit terminal received a YES • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web) for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info, Wheelchair/Electric Cart Service, Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a YES • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web) for Escort Passes. In the Other category, the Iqaluit terminal received a NO for Separate Accessibility Web page. In terms of its Web site Compliance, the Iqaluit terminal received 100% for section 2.7.3, 100% for section 3.3.2 and 100% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Iqaluit terminal was 100% in September 2010.

### Kelowna terminal

In May 2009, for section 2.7.3, the Kelowna terminal received a YES for Taxi, Car Rental and Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Kelowna terminal received a YES for the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Kelowna terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Kelowna terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info, Wheelchair/Electric Cart Service, Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a YES for Escort Passes. In the Other category, the Kelowna terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Kelowna terminal received 100% for section 2.7.3, 100% for section 3.3.2 and 100% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Kelowna terminal was 100% in May 2009.

In September 2010, for section 2.7.3, the Kelowna terminal received a YES for Taxi, Car Rental and Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Kelowna terminal received a YES for the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Kelowna terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Kelowna terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info, Wheelchair/Electric Cart Service, Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a YES for Escort Passes. In the Other category, the Kelowna terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Kelowna terminal received 100% for section 2.7.3, 100% for section 3.3.2 and 100% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Kelowna terminal was 100% in September 2010.

### London terminal

In May 2009, for section 2.7.3, the London terminal received a YES for Taxis and Car Rental, but a NO for Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis and Car Rental, but a N/A for Shuttles. The London terminal received a YES for the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the London terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the London terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info, Wheelchair/Electric Cart Service; a NO for Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a YES for Escort Passes. In the Other category, the London terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the London terminal received 100% for section 2.7.3, 100% for section 3.3.2 and 86% for sections 3.5.1 and 3.5.2. The Overall Compliance of the London terminal was 92% in May 2009.

Page 18 continued.

In September 2010, for section 2.7.3, the London terminal received a YES for Taxis and Car Rental, but a NO for Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis and Car Rental, but a N/A for Shuttles. The London terminal received a YES for the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the London terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the London terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info, Wheelchair/Electric Cart Service,Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a YES for Escort Passes. In the Other category, the London terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the London terminal received 100% for section 2.7.3, 100% for section 3.3.2 and 100% for sections 3.5.1 and 3.5.2. The Overall Compliance of the London terminal was 100% in September 2010.

### Moncton terminal

In May 2009, for section 2.7.3, the Moncton terminal received a YES for Taxi, Car Rental and Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis, but received a NO for Car Rental and Shuttles. The Moncton terminal received a YES for the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Moncton terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Moncton terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info, Wheelchair/Electric Cart Service; a NO for Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a YES for Escort Passes. In the Other category, the Moncton terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Moncton terminal received 60% for section 2.7.3, 100% for section 3.3.2 and 86% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Moncton terminal was 77% in May 2009.

In September 2010, for section 2.7.3, the Moncton terminal received a YES for Taxi, Car Rental and Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Moncton terminal received a YES for the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Moncton terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Moncton terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info, Wheelchair/Electric Cart Service, Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a YES for Escort Passes. In the Other category, the Moncton terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Moncton terminal received 100% for section 2.7.3, 100% for section 3.3.2 and 100% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Moncton terminal was 100% in September 2010.

### Montréal terminal

In May 2009, for section 2.7.3, the Montréal terminal received a YES for Taxi, Car Rental and Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis, but received a NO for Car Rental and Shuttles. The Montréal terminal received a YES for the Procedures for the Provision of Accessible Ground Transportation, but received a NO for Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Montréal terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Montréal terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info, Wheelchair/Electric Cart Service, Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a NO for Escort Passes. In the Other category, the Montréal terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Montréal terminal received 40% for section 2.7.3, 100% for section 3.3.2 and 86% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Montréal terminal was 69% in May 2009.

In September 2010, for section 2.7.3, the Montréal terminal received a YES for Taxi, Car Rental and Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Montréal terminal received a YES for the Procedures for the Provision of Accessible Ground Transportation and for Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Montréal terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Montréal terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info, Wheelchair/Electric Cart Service, Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a YES for Escort Passes. In the Other category, the Montréal terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Montréal terminal received 100% for section 2.7.3, 100% for section 3.3.2 and 100% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Montréal terminal was 100% in September 2010.

Page 18 continued.

### Ottawa terminal

In May 2009, for section 2.7.3, the Ottawa terminal received a YES for Taxi, Car Rental and Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Ottawa terminal received a YES for the Procedures for the Provision of Accessible Ground Transportation and for Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Ottawa terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Ottawa terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info, Wheelchair/Electric Cart Service, Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a YES for Escort Passes. In the Other category, the Ottawa terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Ottawa terminal received 100% for section 2.7.3, 100% for section 3.3.2 and 100% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Ottawa terminal was 100% in May 2009.

In September 2010, for section 2.7.3, the Ottawa terminal received a YES for Taxi, Car Rental and Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Ottawa terminal received a YES for the Procedures for the Provision of Accessible Ground Transportation and for Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Ottawa terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Ottawa terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info, Wheelchair/Electric Cart Service, Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a YES for Escort Passes. In the Other category, the Ottawa terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Ottawa terminal received 100% for section 2.7.3, 100% for section 3.3.2 and 100% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Ottawa terminal was 100% in September 2010.

Page 19; page 5 of appendix A.

### Prince George terminal

In May 2009, for section 2.7.3, the Prince George terminal received a YES for Taxi, Car Rental and Shuttle Services. However, it received a NO for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Prince George terminal received a NO for the Procedures for the Provision of Accessible Ground Transportation and for Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Prince George terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Prince George terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info, Wheelchair/Electric Cart Service; a NO for Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a NO for Escort Passes. In the Other category, the Prince George terminal received a NO for Separate Accessibility Web page. In terms of its Web site Compliance, the Prince George terminal received 0% for section 2.7.3, 100% for section 3.3.2 and 71% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Prince George terminal was 46% in May 2009.

In September 2010, for section 2.7.3, the Prince George terminal received a YES for Taxi, Car Rental and Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Prince George terminal received a YES for the Procedures for the Provision of Accessible Ground Transportation and for the Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Prince George terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Prince George terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info, Wheelchair/Electric Cart Service, Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a YES for Escort Passes. In the Other category, the Prince George terminal received a NO for Separate Accessibility Web page. In terms of its Web site Compliance, the Prince George terminal received 100% for section 2.7.3, 100% for section 3.3.2 and 100% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Prince George terminal was 100% in September 2010.

### Quebec terminal

In May 2009, for section 2.7.3, the Quebec terminal received a YES for Taxi, Car Rental and Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis, a NO for Car Rental and a YES for Shuttles. The Quebec terminal received a YES for the Procedures for the Provision of Accessible Ground Transportation and for the Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Quebec terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Quebec terminal received a YES for Hours of Operation; a NO for Designated Parking Areas and Designated Drop-off/Pick-up Areas; a YES for Passenger Assistance Info; a NO for Wheelchair/Electric Cart Service and Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a NO for Escort Passes. In the Other category, the Quebec terminal received a NO for Separate Accessibility Web page. In terms of its Web site Compliance, the Quebec terminal received 80% for section 2.7.3, 100% for section 3.3.2 and 29% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Quebec terminal was 54% in May 2009.

In September 2010, for section 2.7.3, the Quebec terminal received a YES for Taxi, Car Rental and Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Quebec terminal received a YES for the Procedures for the Provision of Accessible Ground Transportation and for Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Quebec terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Quebec terminal received a YES for Hours of Operation, Designated Parking Areas and Designated Drop-off/Pick-up Areas, Passenger Assistance Info, Wheelchair/Electric Cart Service and Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a YES for Escort Passes. In the Other category, the Quebec terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Quebec terminal received 100% for section 2.7.3, 100% for section 3.3.2 and 100% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Quebec terminal was 100% in September 2010.

Page 19 continued.

### Regina terminal

In May 2009, for section 2.7.3, the Regina terminal received a YES for Taxi, Car Rental and Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Regina terminal received a YES for the Procedures for the Provision of Accessible Ground Transportation and for the Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Regina terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Regina terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info, Wheelchair/Electric Cart Service and Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a YES for Escort Passes. In the Other category, the Regina terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Regina terminal received 100% for section 2.7.3, 100% for section 3.3.2 and 100% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Regina terminal was 100% in May 2009.

In September 2010, for section 2.7.3, the Regina terminal received a YES for Taxi, Car Rental and Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Regina terminal received a YES for the Procedures for the Provision of Accessible Ground Transportation and for the Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Regina terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Regina terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info, Wheelchair/Electric Cart Service and Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a YES for Escort Passes. In the Other category, the Regina terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Regina terminal received 100% for section 2.7.3, 100% for section 3.3.2 and 100% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Regina terminal was 100% in September 2010.

### Saint John terminal

In May 2009, for section 2.7.3, the Saint John terminal received a YES for Taxi, Car Rental and Shuttle Services. However, it received a NO for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Saint John terminal received a NO for the Procedures for the Provision of Accessible Ground Transportation and for the Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Saint John terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Saint John terminal received a NO for Hours of Operation; a YES for Designated Parking Areas, Designated Drop-off/Pick-up Areas, and Passenger Assistance Info; a NO for Wheelchair/Electric Cart Service and Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a NO for Escort Passes. In the Other category, the Saint John terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Saint John terminal received 0% for section 2.7.3, 100% for section 3.3.2 and 43% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Saint John terminal was 31% in May 2009.

In September 2010, for section 2.7.3, the Saint John terminal received a YES for Taxi, Car Rental and Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Saint John terminal received a YES for the Procedures for the Provision of Accessible Ground Transportation and for Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Saint John terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Saint John terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info, Wheelchair/Electric Cart Service and Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a YES for Escort Passes. In the Other category, the Saint John terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Saint John terminal received 100% for section 2.7.3, 100% for section 3.3.2 and 100% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Saint John terminal was 100% in September 2010.

Page 19 continued.

### Saskatoon terminal

In May 2009, for section 2.7.3, the Saskatoon terminal received a YES for Taxi, Car Rental and Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis and Car Rental, but received a NO for Shuttles. The Saskatoon terminal received a YES for the Procedures for the Provision of Accessible Ground Transportation and for the Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Saskatoon terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Saskatoon terminal received a NO for Hours of Operation; a YES for Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info, Wheelchair/Electric Cart Service and Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a YES for Escort Passes. In the Other category, the Saskatoon terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Saskatoon terminal received 80% for section 2.7.3, 100% for section 3.3.2 and 86% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Saskatoon terminal was 85% in May 2009.

In September 2010, for section 2.7.3, the Saskatoon terminal received a YES for Taxi, Car Rental and Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Saskatoon terminal received a YES for the Procedures for the Provision of Accessible Ground Transportation and for the Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Saskatoon terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Saskatoon terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info, Wheelchair/Electric Cart Service and Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a YES for Escort Passes. In the Other category, the Saskatoon terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Saskatoon terminal received 100% for section 2.7.3, 100% for section 3.3.2 and 100% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Saskatoon terminal was 100% in September 2010.

### St. John’s terminal

In May 2009, for section 2.7.3, the St. John’s terminal received a YES for Taxis and Car Rental, but received a NO for Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis, but received a NO for Car Rental and a N/A for Shuttles. The St. John’s terminal received a YES for the Procedures for the Provision of Accessible Ground Transportation and a NO for Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the St. John’s terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the St. John’s terminal received a NO for Hours of Operation; a YES for Designated Parking Areas, Designated Drop-off/Pick-up Areas and Passenger Assistance Info; a NO for Wheelchair/Electric Cart Service and Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a NO for Escort Passes. In the Other category, the St. John’s terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the St. John’s terminal received 50% for section 2.7.3, 100% for section 3.3.2 and 43% for sections 3.5.1 and 3.5.2. The Overall Compliance of the St. John’s terminal was 50% in May 2009.

In September 2010, for section 2.7.3, the St. John’s terminal received a YES for Taxis, Car Rental and Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis and Car Rental, and received a N/A for Shuttles. The St. John’s terminal received a YES for the Procedures for the Provision of Accessible Ground Transportation and for the Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the St. John’s terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the St. John’s terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas and Passenger Assistance Info, Wheelchair/Electric Cart Service, Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a YES for Escort Passes. In the Other category, the St. John’s terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the St. John’s terminal received 100% for section 2.7.3, 100% for section 3.3.2 and 100% for sections 3.5.1 and 3.5.2. The Overall Compliance of the St. John’s terminal was 100% in September 2010.

Page 20; page 6 of appendix A.

### Thunder Bay terminal

In May 2009, for section 2.7.3, the Thunder Bay terminal received a YES for Taxi, Car Rental and Shuttle Services. However, it received a NO for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Thunder Bay terminal received a NO for the Procedures for the Provision of Accessible Ground Transportation and for Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Thunder Bay terminal received a NO for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Thunder Bay terminal received a YES for Hours of Operation; a NO for Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info, Wheelchair/Electric Cart Service and Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a NO for Escort Passes. In the Other category, the Thunder Bay terminal received a NO for Separate Accessibility Web page. In terms of its Web site Compliance, the Thunder Bay terminal received 0% for section 2.7.3, 0% for section 3.3.2 and 14% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Thunder Bay terminal was 8% in May 2009.

In September 2010, for section 2.7.3, the Thunder Bay terminal received a YES for Taxi, Car Rental and Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Thunder Bay terminal received a YES for the Procedures for the Provision of Accessible Ground Transportation and for Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Thunder Bay terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Thunder Bay terminal received a YES for Hours of Operation and for Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info, Wheelchair/Electric Cart Service, Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a YESfor Escort Passes. In the Other category, the Thunder Bay terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Thunder Bay terminal received 100% for section 2.7.3, 100% for section 3.3.2 and 100% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Thunder Bay terminal was 100% in September 2010.

### Toronto terminal

In May 2009, for section 2.7.3, the Toronto terminal received a YES for Taxi, Car Rental and Shuttle Services. However, it received a NO for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web). The Toronto terminal received a YES for the Procedures for the Provision of Accessible Ground Transportation and for the Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Toronto terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Toronto terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info and for Wheelchair/Electric Cart Service; a NO for Designated Relieving Areas • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web); a YES for Accessible Inter-Terminal and for Escort Passes. In the Other category, the Toronto terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Toronto terminal received 40% for section 2.7.3, 100% for section 3.3.2 and 88% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Toronto terminal was 71% in May 2009.

In September 2010, for section 2.7.3, the Toronto terminal received a YES for Taxi, Car Rental and Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web). The Toronto terminal received a YES for the Procedures for the Provision of Accessible Ground Transportation and for Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Toronto terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Toronto terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info and for Wheelchair/Electric Cart Service, Designated Relieving Areas • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web), Accessible Inter-Terminal and Escort Passes. In the Other category, the Toronto terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Toronto terminal received 100% for section 2.7.3, 100% for section 3.3.2 and 100% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Toronto terminal was 100% in September 2010.

Page 20 Continued.

### Vancouver terminal

In May 2009, for section 2.7.3, the Vancouver terminal received a YES for Taxi, Car Rental and Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis, but received a NO for Car Rental and Shuttles. The Vancouver terminal received a YES for the Procedures for the Provision of Accessible Ground Transportation, but received a NO for Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Vancouver terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Vancouver terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas and Passenger Assistance Info; a NO for Wheelchair/Electric Cart Service and Designated Relieving Areas; a YES for Accessible Inter-Terminal; and a NO for Escort Passes. In the Other category, the Vancouver terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Vancouver terminal received 40% for section 2.7.3, 100% for section 3.3.2 and 63% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Vancouver terminal was 57% in May 2009.

In September 2010, for section 2.7.3, the Vancouver terminal received a YES for Taxi, Car Rental and Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web). The Vancouver terminal received a YES for the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Vancouver terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Vancouver terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas and Passenger Assistance Info, Wheelchair/Electric Cart Service • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web), Designated Relieving Areas • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web), Accessible Inter-Terminal and Escort Passes • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web). In the Other category, the Vancouver terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Vancouver terminal received 100% for section 2.7.3, 100% for section 3.3.2 and 100% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Vancouver terminal was 100% in September 2010.

### Victoria terminal

In May 2009, for section 2.7.3, the Victoria terminal received a YES for Taxi, Car Rental and Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis, but received a NO for Car Rental and a YES for Shuttles. The Victoria terminal received a YES for the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Victoria terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Victoria terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info, Wheelchair/Electric Cart Service and Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a YES for Escort Passes. In the Other category, the Victoria terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Victoria terminal received 80% for section 2.7.3, 100% for section 3.3.2 and 100% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Victoria terminal was 92% in May 2009.

In September 2010, for section 2.7.3, the Victoria terminal received a YES for Taxi, Car Rental and Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Victoria terminal received a YES for the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Victoria terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Victoria terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info, Wheelchair/Electric Cart Service and Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a YES for Escort Passes. In the Other category, the Victoria terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Victoria terminal received 100% for section 2.7.3, 100% for section 3.3.2 and 100% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Victoria terminal was 100% in September 2010.

Page 20 Continued.

### Whitehorse terminal

In May 2009, for section 2.7.3, the Whitehorse terminal received a YES for Taxi, Car Rental and Shuttle Services. However, it received a NO for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Whitehorse terminal received a NO for the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Whitehorse terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Whitehorse terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas and Passenger Assistance Info; a NO for Wheelchair/Electric Cart Service and Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a NO for Escort Passes. In the Other category, the Whitehorse terminal received a NO for Separate Accessibility Web page. In terms of its Web site Compliance, the Whitehorse terminal received 0% for section 2.7.3, 100% for section 3.3.2 and 57% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Whitehorse terminal was 38% in May 2009.

In September 2010, for section 2.7.3, the Whitehorse terminal received a YES for Taxi, Car Rental and Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Whitehorse terminal received a YES for the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Whitehorse terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Whitehorse terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info, Wheelchair/Electric Cart Service and Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a YES for Escort Passes. In the Other category, the Whitehorse terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Whitehorse terminal received 100% for section 2.7.3, 100% for section 3.3.2 and 100% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Whitehorse terminal was 100% in September 2010.

### Winnipeg terminal

In May 2009, for section 2.7.3, the Winnipeg terminal received a YES for Taxi, Car Rental and Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Winnipeg terminal received a YES for the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Winnipeg terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Winnipeg terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info and Wheelchair/Electric Cart Service; a NO for Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a YES for Escort Passes. In the Other category, the Winnipeg terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Winnipeg terminal received 100% for section 2.7.3, 100% for section 3.3.2 and 86% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Winnipeg terminal was 92% in May 2009.

In September 2010, for section 2.7.3, the Winnipeg terminal received a YES for Taxi, Car Rental and Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Winnipeg terminal received a YES for the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Winnipeg terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Winnipeg terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info, Wheelchair/Electric Cart Service and Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a YES for Escort Passes. In the Other category, the Winnipeg terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Winnipeg terminal received 100% for section 2.7.3, 100% for section 3.3.2 and 100% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Winnipeg terminal was 100% in September 2010.

Page 21; page 7 of Appendix A.

### Yellowknife terminal

In May 2009, for section 2.7.3, the Yellowknife terminal received a YES for Taxi, Car Rental and Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis, but received a No for Car Rental and Shuttles. The Yellowknife terminal received a YES for the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Yellowknife terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Yellowknife terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas and Passenger Assistance Info; a NO for Wheelchair/Electric Cart Service; a YES for Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a YES for Escort Passes. In the Other category, the Yellowknife terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Yellowknife terminal received 60% for section 2.7.3, 100% for section 3.3.2 and 86% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Yellowknife terminal was 77% in May 2009.

In September 2010, for section 2.7.3, the Yellowknife terminal received a YES for Taxi, Car Rental and Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis and Car Rental, but received a N/A for Shuttles. The Yellowknife terminal received a YES for the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Yellowknife terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Yellowknife terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info, Wheelchair/Electric Cart Service and Designated Relieving Areas; a N/A for Accessible Inter-Terminal; and a YES for Escort Passes. In the Other category, the Yellowknife terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Yellowknife terminal received 100% for section 2.7.3, 100% for section 3.3.2 and 100% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Yellowknife terminal was 100% in September 2010.

Page 22; Page 1 of Appendix B.

## Appendix B:Terminal Code – Compliance by Via Rail with Public Information Requirements

Page 1 of Appendix B shows the Overall Compliance Ranking of various Canadian terminals. Page 1 is divided into 2 tables: the first reflecting the Overall Compliance Ranking from December 2009, and the second reflecting the Overall Compliance Ranking from September 2010.

This monitoring exercise focused on the following 8 terminals: Kingston, London, Montréal, Oshawa, Ottawa, Quebec City, Toronto and Windsor.

The first table is divided into 2 categories, each demonstrating a percentage of compliance: “50%-56%” and “63%”. The “50%-56%” category, which represents 75% of all 8 terminals, contains the Kingston, London, Montréal, Ottawa, Toronto and Windsor terminal. The “63%” category, which represents 25% of all 8 terminals, contains the Oshawa terminal and the Quebec City terminal.

The second table is divided into 1 category: “100%”. As of September 2010, all of the following terminals are compliant: Kingston, London, Montréal, Oshawa, Ottawa, Quebec City, Toronto and Windsor.

Page 23; page 2 of Appendix B.

### Explanatory notes to results reflected in Appendices A, B and C

1. For Web site Compliance calculations, a “YES” is coded as “1” and a “NO” is coded as a “0”. Availability of basic non-accessible Ground Transportation services is not coded at all, as they are not relevant to the provision of accessible services. What is relevant is that, if a ground transportation service is generally available, then that service should also be made available on an “accessible” basis.

2. Compliance with subsection 2.7.3 is a mathematical average of the variables in that section, excluding Non-Accessible Ground Transportation (as per note 2).

3. Compliance with subsection 3.3.2 is either 100% or 0%, depending on whether a process of making complaints is provided on the airport’s Web site.

4. Compliance with subsections 3.5.1 and 3.5.2 is a mathematical average of the 7 or 8 variables in that section.

5. Overall Compliance is a mathematical average of the 13 or 14 variables in all sections. Since there are more variables in subsections 3.5.1 and 3.5.2, it is weighted more heavily towards those sections.

Page 24; page 3 of Appendix B.

Page 1 of Appendix B shows a table outlining the results behind the Overall Compliance Ranking of VIA Rail’s various terminals. They were all measured in December 2009 and September 2010 against different provisions of the Terminal Code and were categorized into a table that is divided into the following 4 categories: “Section 2.7.3”, “Section 3.3.2”, “Sections 3.5.1 and 3.5.2” and “Other”, in order to determine the level of compliance of each terminal.

Section 2.7.3 of the Terminal Code is divided into 4 categories as it takes into account the Ground Transportation (Taxi, Car Rental and Shuttle Services), the Accessible Ground Transportation (Taxi, Car Rental and Shuttle Services), the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. Section 3.3.2 of the Terminal Code takes into account the Process for Voicing Concerns and Making Complaints. Sections 3.5.1 and 3.5.2 of the Terminal Code take into account the Terminal Accessibility Features (Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info, Wheelchair/Electric Cart Service, Designated Relieving Areas, Accessible Inter-Terminal and Escort Passes). The Other category takes into account the Separate Accessibility Web page. Finally, the Web site Compliance grades (in %) each provision mentioned above in order to determine their Overall Compliance.

This monitoring exercise included the following 8 terminals: Kingston, London, Montréal, Oshawa, Ottawa, Quebec, Toronto and Windsor.

### Kingston terminal

In December 2009, for section 2.7.3, the Kingston terminal received a YES for Taxis, but received a NO for Car Rental and Shuttle Services. It also received a NO for Accessible Ground Transportation in terms of Taxis, and received a N/A for Car Rental and Shuttles. The Kingston terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation, but received a YES for the Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Kingston terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Kingston terminal received a YES for Hours of Operation; a NO for Designated Parking Areas and Designated Drop-off/Pick-up Areas; a YES for Passenger Assistance Info and Wheelchair/Electric Cart Service; a NO for Designated Relieving Areas; a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the Kingston terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Kingston terminal received 50% for section 2.7.3, 100% for section 3.3.2 and 50% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Kingston terminal was 56% in December 2009.

In September 2010, for subsection 2.7.3, the Kingston terminal received a YES for Taxis, but received a NO for Car Rental and Shuttle Services. It received a YES for Accessible Ground Transportation in terms of Taxis • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web), and received a N/A for Car Rental and Shuttles. The Kingston terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation, but received a YES for the Ground Transportation for Persons Using Large Mobility Aids. For subsection 3.3.2, the Kingston terminal received a YES for the Process for Voicing Concerns and Making Complaints. For subsections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Kingston terminal received a YES for Hours of Operation, Designated Parking Areas • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web), Designated Drop-off/Pick-up Areas • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web), Passenger Assistance Info, Wheelchair/Electric Cart Service, Designated Relieving Areas • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web) and a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the Kingston terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Kingston terminal received 100% for subsection 2.7.3, 100% for subsection 3.3.2 and 100% for subsections 3.5.1 and 3.5.2. The Overall Compliance of the Kingston terminal was 100% in September 2010.

### London terminal

In December 2009, for section 2.7.3, the London terminal received a NO for Taxis, but received a YES for Car Rental and a NO for Shuttle Services. It received a N/A for Accessible Ground Transportation in terms of Taxis, but received a NO for Car Rental and a N/A for Shuttles. The London terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation, but received a YES for the Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the London terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the London terminal received a YES for Hours of Operation; a NO for Designated Parking Areas and Designated Drop-off/Pick-up Areas; a YES for Passenger Assistance Info and Wheelchair/Electric Cart Service; a NO for Designated Relieving Areas; a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the London terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the London terminal received 50% for section 2.7.3, 100% for section 3.3.2 and 50% for sections 3.5.1 and 3.5.2. The Overall Compliance of the London terminal was 56% in December 2009.

Page 24 continued.

In September 2010, for subsection 2.7.3, the London terminal received a NO for Taxis, but received a YES for Car Rental and a NO for Shuttle Services. It received a N/A for Accessible Ground Transportation in terms of Taxis, but received a YES for Car Rental • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web) and a N/A for Shuttles. The London terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation, but received a YES for the Ground Transportation for Persons Using Large Mobility Aids. For subsection 3.3.2, the London terminal received a YES for the Process for Voicing Concerns and Making Complaints. For subsections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the London terminal received a YES for Hours of Operation, Designated Parking Areas • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web), Designated Drop-off/Pick-up Areas • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web), Passenger Assistance Infpo, Wheelchair/Electric Cart Service, Designated Relieving Areas • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web) and a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the London terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the London terminal received 100% for subsection 2.7.3, 100% for subsection 3.3.2 and 100% for subsections 3.5.1 and 3.5.2. The Overall Compliance of the London terminal was 100% in September 2010.

### Montréal terminal (Note 1)

In December 2009, for section 2.7.3, the Montréal terminal received a YES for Taxis and Car Rental, but received a NO for Shuttle Services. It also received a NO for Accessible Ground Transportation in terms of Taxis and Car Rental, and a N/A for Shuttles. The Montréal terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation, but received a YES for the Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Montréal terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Montréal terminal received a YES for Hours of Operation; a NO for Designated Parking Areas and Designated Drop-off/Pick-up Areas; a YES for Passenger Assistance Info and Wheelchair/Electric Cart Service; a NO for Designated Relieving Areas; a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the Montréal terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Montréal terminal received 33% for section 2.7.3, 100% for section 3.3.2 and 50% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Montréal terminal was 50% in December 2009.

In September 2010, for subsection 2.7.3, the Montréal terminal received a YES for Taxis and Car Rental, but received a NO for Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis and Car Rental • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web), and a N/A for Shuttles. The Montréal terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation, but received a YES for the Ground Transportation for Persons Using Large Mobility Aids. For subsection 3.3.2, the Montréal terminal received a YES for the Process for Voicing Concerns and Making Complaints. For subsections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Montréal terminal received a YES for Hours of Operation, Designated Parking Areas • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web), Designated Drop-off/Pick-up Areas • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web), Passenger Assistance Info, Wheelchair/Electric Cart Service, Designated Relieving Areas • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web) and a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the Montréal terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Montréal terminal received 100% for subsection 2.7.3, 100% for subsection 3.3.2 and 100% for subsections 3.5.1 and 3.5.2. The Overall Compliance of the Montréal terminal was 100% in September 2010.

### Oshawa terminal (Note 1)

In December 2009, for section 2.7.3, the Oshawa terminal received a NO for Taxi, Car Rental and Shuttle Services. It received a N/A for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Oshawa terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation, but received a YES for Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Oshawa terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Oshawa terminal received a YES for Hours of Operation; a NO for Designated Parking Areas and Designated Drop-off/Pick-up Areas; a YES for Passenger Assistance Info and Wheelchair/Electric Cart Service; a NO for Designated Relieving Areas; a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the Oshawa terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Oshawa terminal received 100% for section 2.7.3, 100% for section 3.3.2 and 50% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Oshawa terminal was 63% in December 2009.

Page 24 continued.

In September 2010, for subsection 2.7.3, the Oshawa terminal received a NO for Taxi, Car Rental and Shuttle Services. It received a N/A for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Oshawa terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation, but received a YES for Ground Transportation for Persons Using Large Mobility Aids. For subsection 3.3.2, the Oshawa terminal received a YES for the Process for Voicing Concerns and Making Complaints. For subsections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Oshawa terminal received a YES for Hours of Operation, Designated Parking Areas • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web), Designated Drop-off/Pick-up Areas • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web), Passenger Assistance Info, Wheelchair/Electric Cart Service, Designated Relieving Areas • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web) and a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the Oshawa terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Oshawa terminal received 100% for subsection 2.7.3, 100% for subsection 3.3.2 and 100% for subsections 3.5.1 and 3.5.2. The Overall Compliance of the Oshawa terminal was 100% in September 2010.

### Ottawa terminal

In December 2009, for section 2.7.3, the Ottawa terminal received a YES for Taxis, but received a NO for Car Rental and Shuttle Services. It also received a NO for Accessible Ground Transportation in terms of Taxis, but received a N/A for Car Rental and Shuttles. The Ottawa terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation, but received a YES for Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Ottawa terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Ottawa terminal received a YES for Hours of Operation; a NO for Designated Parking Areas and Designated Drop-off/Pick-up Areas; a YES for Passenger Assistance Info and Wheelchair/Electric Cart Service; a NO for Designated Relieving Areas; a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the Ottawa terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Ottawa terminal received 50% for section 2.7.3, 100% for section 3.3.2 and 50% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Ottawa terminal was 56% in December 2009.

In September 2010, for subsection 2.7.3, the Ottawa terminal received a YES for Taxis, but received a NO for Car Rental and Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web), but received a N/A for Car Rental and Shuttles. The Ottawa terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation, but received a YES for Ground Transportation for Persons Using Large Mobility Aids. For subsection 3.3.2, the Ottawa terminal received a YES for the Process for Voicing Concerns and Making Complaints. For subsections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Ottawa terminal received a YES for Hours of Operation, Designated Parking Areas • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web), Designated Drop-off/Pick-up Areas • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web), Passenger Assistance Info, Wheelchair/Electric Cart Service, Designated Relieving Areas • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web) and a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the Ottawa terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Ottawa terminal received 100% for subsection 2.7.3, 100% for subsection 3.3.2 and 100% for subsections 3.5.1 and 3.5.2. The Overall Compliance of the Ottawa terminal was 100% in September 2010.

### Quebec terminal

In December 2009, for section 2.7.3, the Quebec terminal received a NO for Taxi, Car Rental and Shuttle Services. It received a N/A for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Quebec terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation, but received a YES for Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Quebec terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Quebec terminal received a YES for Hours of Operation; a NO for Designated Parking Areas and Designated Drop-off/Pick-up Areas; a YES for Passenger Assistance Info and Wheelchair/Electric Cart Service; a NO for Designated Relieving Areas; a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the Quebec terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Quebec terminal received 100% for section 2.7.3, 100% for section 3.3.2 and 50% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Quebec terminal was 63% in December 2009.

Page 24 continued.

In September 2010, for subsection 2.7.3, the Québec terminal received a NO for Taxi, Car Rental and Shuttle Services. It received a N/A for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Québec terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation, but received a YES for Ground Transportation for Persons Using Large Mobility Aids. For subsection 3.3.2, the Québec terminal received a YES for the Process for Voicing Concerns and Making Complaints. For subsections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Québec terminal received a YES for Hours of Operation, Designated Parking Areas • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web), Designated Drop-off/Pick-up Areas • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web), Passenger Assistance Info, Wheelchair/Electric Cart Service, Designated Relieving Areas • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web) and a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the Québec terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Québec terminal received 100% for subsection 2.7.3, 100% for subsection 3.3.2 and 100% for subsections 3.5.1 and 3.5.2. The Overall Compliance of the Québec terminal was 100% in September 2010.

### Toronto terminal (Note 1)

In December 2009, for section 2.7.3, the Toronto terminal received a YES for Taxis and Car Rental, but received a NO for Shuttle Services. It also received a NO for Accessible Ground Transportation in terms of Taxis and Car Rental, and a N/A for Shuttles. The Toronto terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation, but received a YES for the Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Toronto terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Toronto terminal received a YES for Hours of Operation; a N/A for Designated Parking Areas; a NO for Designated Drop-off/Pick-up Areas; a YES for Passenger Assistance Info and Wheelchair/Electric Cart Service; a NO for Designated Relieving Areas; a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the Toronto terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Toronto terminal received 33% for section 2.7.3, 100% for section 3.3.2 and 60% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Toronto terminal was 56% in December 2009.

In September 2010, for subsection 2.7.3, the Toronto terminal received a YES for Taxis and Car Rental, but received a NO for Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis and Car Rental • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web), and a N/A for Shuttles. The Toronto terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation, but received a YES for the Ground Transportation for Persons Using Large Mobility Aids. For subsection 3.3.2, the Toronto terminal received a YES for the Process for Voicing Concerns and Making Complaints. For subsections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Toronto terminal received a YES for Hours of Operation, Designated Parking Areas • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web), Designated Drop-off/Pick-up Areas, • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web) Passenger Assistance Info, Wheelchair/Electric Cart Service, Designated Relieving Areas • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web) and a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the Toronto terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Toronto terminal received 100% for subsection 2.7.3, 100% for subsection 3.3.2 and 100% for subsections 3.5.1 and 3.5.2. The Overall Compliance of the Toronto terminal was 100% in September 2010.

### Windsor terminal

In December 2009, for section 2.7.3, the Windsor terminal received a YES for Taxis, but received a NO for Car Rental and Shuttle Services. It also received a NO for Accessible Ground Transportation in terms of Taxis, but received a N/A for Car Rental and Shuttles. The Windsor terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation, but received a YES for the Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Windsor terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Windsor terminal received a YES for Hours of Operation; a NO for Designated Parking Areas and Designated Drop-off/Pick-up Areas; a YES for Passenger Assistance Info and Wheelchair/Electric Cart Service; a NO for Designated Relieving Areas; a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the Windsor terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Windsor terminal received 50% for section 2.7.3, 100% for section 3.3.2 and 50% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Windsor terminal was 56% in December 2009.

Page 24 continued.

In September 2010, for subsection 2.7.3, the Windsor terminal received a YES for Taxis, but a NO for Car Rental and Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web), but received a N/A for Car Rental and Shuttles. The Windsor terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation, but received a YES for the Ground Transportation for Persons Using Large Mobility Aids. For subsection 3.3.2, the Windsor terminal received a YES for the Process for Voicing Concerns and Making Complaints. For subsections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Windsor terminal received a YES for Hours of Operation, Designated Parking Areas • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web), Designated Drop-off/Pick-up Areas • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web), Passenger Assistance Info, Wheelchair/Electric Cart Service, Designated Relieving Areas • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web) and a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the Windsor terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Windsor terminal received 100% for subsection 2.7.3, 100% for subsection 3.3.2 and 100% for subsections 3.5.1 and 3.5.2. The Overall Compliance of the Windsor terminal was 100% in September 2010.

**Note 1 – Le Code des gares ne s’applique pas à ces gares de Via Rail. Pour obtenir de plus amples renseignements, veuillez vous reporter à la page 7.

** S/O = Non applicable

Page 25; page 1 of Appendix C.

## Appendix C:Terminal Code – Compliance by Ferry Terminals with Public Information Requirements

Page 1 of Appendix C shows the Overall Compliance Ranking of various Canadian terminals. Page 1 is divided into 2 tables: the first reflecting the Overall Compliance Ranking from December 2009, and the second reflecting the Overall Compliance Ranking from September 2010.

This monitoring exercise focused on the following 3 terminals from Marine Atlantic: Argentia (Newfoundland), North Sydney (Nova Scotia) and Port aux Basques (Newfoundland); and the following 4 terminals from Northumberland and Bay Ferries: Caribou (Nova Scotia), Digby (Nova Scotia), Saint John (New Brunswick) and Wood Islands (Prince Edward Island).

The first table is divided into 2 categories, each demonstrating a percentage of compliance: “29%” and “86%”. The “29%” category, which represents 57% of all 7 terminals, contains Northumberland and Bay Ferries’ terminals: the Caribou (Nova Scotia), Digby (Nova Scotia), Saint John (New Brunswick) and Wood Islands (Prince Edward Island) terminal. The “86%” category, which represents 43% of all 7 terminals, contains all of Marine Atlantic’s terminals: Argentia (Newfoundland), North Sydney (Nova Scotia) and Port aux Basques (Newfoundland) terminal.

The second table is divided into 1 category: “100%”. As of September 2010, all of the following 3 terminals from Marine Atlantic: Argentia (Newfoundland), North Sydney (Nova Scotia) and Port aux Basques (Newfoundland); and the following 4 terminals from Northumberland and Bay Ferries: Caribou (Nova Scotia), Digby (Nova Scotia), Saint John (New Brunswick) and Wood Islands (Prince Edward Island) are compliant.

Page 26; page 2 of Appendix C.

### Explanatory notes to results reflected in Appendices A, B and C

1. For Web site Compliance calculations, a “YES” is coded as “1” and a “NO” is coded as a “0”. Availability of basic non-accessible Ground Transportation services is not coded at all, as they are not relevant to the provision of accessible services. What is relevant is that, if a ground transportation service is generally available, then that service should also be made available on an “accessible” basis.
2. Compliance with subsection 2.7.3 is a mathematical average of the variables in that section, excluding Non-Accessible Ground Transportation (as per note 2).
3. Compliance with subsection 3.3.2 is either 100% or 0%, depending on whether a process of making complaints is provided on the airport’s Web site.
4. Compliance with subsections 3.5.1 and 3.5.2 is a mathematical average of the 7 or 8 variables in that section.
5. Overall Compliance is a mathematical average of the 13 or 14 variables in all sections. Since there are more variables in subsections 3.5.1 and 3.5.2, it is weighted more heavily towards those sections.

Page 27; page 3 of Appendix C.

Page 1 of Appendix C shows a table outlining the results behind the Overall Compliance Ranking of ferry terminals. They were all measured in December 2009 and September 2010against different provisions of the Terminal Code and were categorized into a table that is divided into the following 4 categories: “Section 2.7.3”, “Section 3.3.2”, “Sections 3.5.1 and 3.5.2” and “Other”, in order to determine the level of compliance of each terminal.

Section 2.7.3 of the Terminal Code is divided into 4 categories as it takes into account the Ground Transportation (Taxi, Car Rental and Shuttle Services), the Accessible Ground Transportation (Taxi, Car Rental and Ground Transportation Shuttle Services), the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. Section 3.3.2 of the Terminal Code takes into account the Process for Voicing Concerns and Making Complaints. Sections 3.5.1 and 3.5.2 of the Terminal Code take into account the Terminal Accessibility Features (Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info, Wheelchair/Electric Cart Service, Designated Relieving Areas, Accessible Inter-Terminal and Escort Passes). The Other category takes into account the Separate Accessibility Web page. Finally, the Web site Compliance grades (in %) each provision mentioned above in order to determine their Overall Compliance.

This monitoring exercise included the following 7 terminals: Argentia (NL), North Sydney (NS), Port aux Basques (NL) from Marine Atlantic and Caribou (NS), Digby (NS), Saint John (NB) and Wood Islands (PEI) from Northumberland and Bay Ferries.

### Argentia (NL) terminal – Marine Atlantic

In December 2009, for section 2.7.3, the Argentia terminal received a NO for Taxis and Car Rental and Shuttle Services. It received a N/A for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Argentia terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Argentia terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Argentia terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info and Wheelchair/Electric Cart Service; a NO for Designated Relieving Areas; a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the Argentia terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Argentia terminal received a N/A for section 2.7.3, 100% for section 3.3.2 and 83% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Argentia terminal was 86% in December 2009.

In September 2010, for subsection 2.7.3, the Argentia terminal received a NO for Taxis and Car Rental and Shuttle Services. It received a N/A for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Argentia terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. For subsection 3.3.2, the Argentia terminal received a YES for the Process for Voicing Concerns and Making Complaints. For subsections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Argentia terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info, Wheelchair/Electric Cart Service, Designated Relieving Areas • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web) and a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the Argentia terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Argentia terminal received a N/A for subsection 2.7.3, 100% for subsection 3.3.2 and 100% for subsections 3.5.1 and 3.5.2. The Overall Compliance of the Argentia terminal was 100% in September 2010.

### North Sydney terminal (NS) – Marine Atlantic

In December 2009, for section 2.7.3, the North Sydney terminal received a NO for Taxi, Car Rental and Shuttle Services. It received a N/A for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The North Sydney terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the North Sydney terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the North Sydney terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info and Wheelchair/Electric Cart Service; a NO for Designated Relieving Areas; a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the North Sydney terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the North Sydney terminal received a N/A for section 2.7.3, 100% for section 3.3.2 and 83% for sections 3.5.1 and 3.5.2. The Overall Compliance of the North Sydney terminal was 86% in December 2009.

Page 27 continued.

In September 2010, for subsection 2.7.3, the North Sydney terminal received a NO for Taxi, Car Rental and Shuttle Services. It received a N/A for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The North Sydney terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. For subsection 3.3.2, the North Sydney terminal received a YES for the Process for Voicing Concerns and Making Complaints. For subsections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the North Sydney terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info, Wheelchair/Electric Cart Service, Designated Relieving Areas • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web) and a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the North Sydney terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the North Sydney terminal received a N/A for subsection 2.7.3, 100% for subsection 3.3.2 and 100% for subsections 3.5.1 and 3.5.2. The Overall Compliance of the North Sydney terminal was 100% in September 2010.

### Port aux Basques terminal (NL) – Marine Atlantic

In December 2009, for section 2.7.3, the Port aux Basques terminal received a NO for Taxi, Car Rental and Shuttle Services. It received a N/A for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Port aux Basques terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Port aux Basques terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Port aux Basques terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info and Wheelchair/Electric Cart Service; a NO for Designated Relieving Areas; a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the Port aux Basques terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Port aux Basques terminal received a N/A for section 2.7.3, 100% for section 3.3.2 and 83% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Port aux Basques terminal was 86% in December 2009.

In September 2010, for subsection 2.7.3, the Port aux Basques terminal received a NO for Taxi, Car Rental and Shuttle Services. It received a N/A for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Port aux Basques terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. For subsection 3.3.2, the Port aux Basques terminal received a YES for the Process for Voicing Concerns and Making Complaints. For subsections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Port aux Basques terminal received a YES for Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info, Wheelchair/Electric Cart Service, Designated Relieving Areas • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web) and a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the Port aux Basques terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Port aux Basques terminal received a N/A for subsection 2.7.3, 100% for subsection 3.3.2 and 100% for subsections 3.5.1 and 3.5.2. The Overall Compliance of the Port aux Basques terminal was 100% in September 2010.

### Caribou terminal (NL) – Northumberland and Bay Ferries

In December 2009, for section 2.7.3, the Caribou terminal received a NO for Taxi, Car Rental and Shuttle Services. It received a N/A for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Caribou terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Caribou terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Caribou terminal received a NO for Hours of Operation, Designated Parking Areas and Designated Drop-off/Pick-up Areas; a YES for Passenger Assistance Info; a NO for Wheelchair/Electric Cart Service and Designated Relieving Areas; a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the Caribou terminal received a NO for Separate Accessibility Web page. In terms of its Web site Compliance, the Caribou terminal received a N/A for section 2.7.3, 100% for section 3.3.2 and 17% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Caribou terminal was 29% in December 2009.

Page 27 continued.

In September 2010, for subsection 2.7.3, the Caribou terminal received a NO for Taxi, Car Rental and Shuttle Services. It received a N/A for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Caribou terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. For subsection 3.3.2, the Caribou terminal received a YES for the Process for Voicing Concerns and Making Complaints. For subsections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Caribou terminal received a YES for Hours of Operation• (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web), Designated Parking Areas • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web), Designated Drop-off/Pick-up Areas • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web), Passenger Assistance Info, Wheelchair/Electric Cart Service • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web), Designated Relieving Areas • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web) and a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the Caribou terminal received a NO for Separate Accessibility Web page. In terms of its Web site Compliance, the Caribou terminal received a N/A for subsection 2.7.3, 100% for subsection 3.3.2 and 100% for subsections 3.5.1 and 3.5.2. The Overall Compliance of the Caribou terminal was 100% in September 2010.

### Digby terminal (NS) – Northumberland and Bay Ferries

In December 2009, for section 2.7.3, the Digby terminal received a NO for Taxi, Car Rental and Shuttle Services. It received a N/A for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Digby terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Digby terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Digby terminal received a NO for Hours of Operation, Designated Parking Areas and Designated Drop-off/Pick-up Areas; a YES for Passenger Assistance Info; a NO for Wheelchair/Electric Cart Service and Designated Relieving Areas; a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the Digby terminal received a NO for Separate Accessibility Web page. In terms of its Web site Compliance, the Digby terminal received a N/A for section 2.7.3, 100% for section 3.3.2 and 17% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Digby terminal was 29% in December 2009.

In September 2010, for subsection 2.7.3, the Digby terminal received a NO for Taxi, Car Rental and Shuttle Services. It received a N/A for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Digby terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. For subsection 3.3.2, the Digby terminal received a YES for the Process for Voicing Concerns and Making Complaints. For subsections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Digby terminal received a YES for Hours of Operation • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web), Designated Parking Areas • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web), Designated Drop-off/Pick-up Areas • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web), Passenger Assistance Info, Wheelchair/Electric Cart Service • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web), Designated Relieving Areas • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web) and a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the Digby terminal received a NO for Separate Accessibility Web page. In terms of its Web site Compliance, the Digby terminal received a N/A for subsection 2.7.3, 100% for subsection 3.3.2 and 100% for subsections 3.5.1 and 3.5.2. The Overall Compliance of the Digby terminal was 100% in September 2010.

Page 27 continued.

### Saint John terminal (NB) – Northumberland and Bay Ferries

In December 2009, for section 2.7.3, the Saint John terminal received a NO for Taxi, Car Rental and Shuttle Services. It received a N/A for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Saint John terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Saint John terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Saint John terminal received a NO for Hours of Operation, Designated Parking Areas and Designated Drop-off/Pick-up Areas; a YES for Passenger Assistance Info; a NO for Wheelchair/Electric Cart Service and Designated Relieving Areas; a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the Saint John terminal received a NO for Separate Accessibility Web page. In terms of its Web site Compliance, the Saint John terminal received a N/A for section 2.7.3, 100% for section 3.3.2 and 17% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Saint John terminal was 29% in December 2009.

In September 2010, for subsection 2.7.3, the Saint John terminal received a NO for Taxi, Car Rental and Shuttle Services. It received a N/A for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Saint John terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. For subsection 3.3.2, the Saint John terminal received a YES for the Process for Voicing Concerns and Making Complaints. For subsections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Saint John terminal received a YES for Hours of Operation • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web), Designated Parking Areas • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web), Designated Drop-off/Pick-up Areas • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web), Passenger Assistance Info, Wheelchair/Electric Cart Service • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web), Designated Relieving Areas • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web) and a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the Saint John terminal received a NO for Separate Accessibility Web page. In terms of its Web site Compliance, the Saint John terminal received a N/A for subsection 2.7.3, 100% for subsection 3.3.2 and 100% for subsections 3.5.1 and 3.5.2. The Overall Compliance of the Saint John terminal was 100% in September 2010.

### Wood Islands terminal (PEI) – Northumberland and Bay Ferries

In December 2009, for section 2.7.3, the Wood Islands terminal received a NO for Taxi, Car Rental and Shuttle Services. It received a N/A for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Wood Islands terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Wood Islands terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Wood Islands terminal received a NO for Hours of Operation, Designated Parking Areas and Designated Drop-off/Pick-up Areas; a YES for Passenger Assistance Info; a NO for Wheelchair/Electric Cart Service and Designated Relieving Areas; a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the Wood Islands terminal received a NO for Separate Accessibility Web page. In terms of its Web site Compliance, the Wood Islands terminal received a N/A for section 2.7.3, 100% for section 3.3.2 and 17% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Wood Islands terminal was 29% in December 2009.

Page 27 continued.

In September 2010, for subsection 2.7.3, the Wood Islands terminal received a NO for Taxi, Car Rental and Shuttle Services. It received a N/A for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Wood Islands terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. For subsection 3.3.2, the Wood Islands terminal received a YES for the Process for Voicing Concerns and Making Complaints. For subsections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Wood Islands terminal received a YES for Hours of Operation • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web), Designated Parking Areas • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web), Designated Drop-off/Pick-up Areas • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web), Passenger Assistance Info, Wheelchair/Electric Cart Service • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web), Designated Relieving Areas • (NOTE: Denotes that passengers may contact the airport terminal by telephone, TTY or an alternative communications system to obtain information not found on Web) and a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the Wood Islands terminal received a NO for Separate Accessibility Web page. In terms of its Web site Compliance, the Wood Islands terminal received a N/A for subsection 2.7.3, 100% for subsection 3.3.2 and 100% for subsections 3.5.1 and 3.5.2. The Overall Compliance of the Wood Islands terminal was 100% in September 2010.

End of Document.