Given grave concerns raised by multiple reports of persons with disabilities facing inequitable and unacceptable treatment while traveling with Air Canada, on November 8, 2023, the Standing Committee on Human Resources, Skills and Social Development and the Status of Persons with Disabilities passed a motion to call Michael Rousseau, President and Chief Executive Officer of Air Canada, to appear. On November 20, 2023, following an offer from Air Canada to hear from other senior employees instead, the committee again called for Mr. Rousseau himself to appear. He made his appearance on February 5, 2024.

During Mr. Rousseau’s public testimony, the committee heard about the work Air Canada is undertaking to meet its regulatory obligations relating to serving persons with disabilities. While the airline is implementing certain initiatives under its own accessibility plan, Mr. Rousseau recognized there have been issues with providing services to customers with disabilities in a consistent manner. He told the committee the airline is working to address these issues through increased training, mentioning a new, annual training program that will include supplementary disability-related instruction for senior leadership and all employees. Air Canada indicated that the training for executives took place in January 2024. Mr. Rousseau also highlighted the Hidden Disabilities Sunflower program, launched in January 2024, that helps to identify persons with non-visible disabilities and improve service.

Committee members shared stories from various Canadians with disabilities who have experienced challenges while flying. One example was about an individual whose wheelchair was broken while traveling with Air Canada, one whose wheelchair was left behind, and another who had to deplane themselves, rather than being provided with appropriate assistance. Further, the additional burden travelers with disabilities face when a flight is delayed, including with regard to taking medication, or needing support for finding meals or accommodation was noted. The committee also raised Air Canada’s August 2023 violation of the Accessible Transportation for Persons with Disabilities Regulations.

The committee expressed concerns with Air Canada’s corporate culture and raised questions on whether it is conducive to adequately supporting passengers with disabilities. As an example, one member raised that Air Canada’s 2022 annual report contains very few mentions of the term “disability.”

Mr. Rousseau was also asked about the Unpaid Work Won’t Fly campaign regarding the amount of unpaid work performed by flight attendants. In response, he noted his awareness of this campaign but could not comment further on contracts with employees.

Given the evidence heard and, as some committee members remain uncertain about the effectiveness of the Accessible Canada Act, the committee recommends that Employment and Social Development Canada review the Accessible Canada Act and the Accessible Canada Regulations to ensure regulatory requirements are enforced and met in order to support the needs of persons with disabilities and prevent the serious negative experiences travelers with disabilities have experienced.

Pursuant to Standing Order 109, the committee requests the Government of Canada table a response to this report.