Air Canada CEO Michael Rousseau has apologized for the airline’s accessibility shortfalls and announced new measures to improve the travel experience for hundreds of thousands of passengers living with a disability.
Heather Walkus, chairwoman of the Council of Canadians with Disabilities, said the problems go beyond a single airline, extending to gaps in the law — despite a regulatory overhaul in 2020 brought on by the Accessible Canada Act. On Thursday morning, Air Canada executives sat down with Transport Minister Pablo Rodriguez and Kamal Khera, minister of diversity, inclusion and persons with disabilities, after a summons from Rodriguez last week prompted by several high-profile events involving passengers with disabilities.
“When customers are travelling with accessible needs, the expectation is that we’re able to comply 100 per cent of the time,” Landry said in a phone interview. “Any service failure is unacceptable.”
Air Canada CEO Apology Accessibility Travel Experience Passengers Disability Mistreatment Incident Cerebral Palsy Assistance
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