February 16, 2025
Air Canada Marks One Year of Supporting Hidden Disabilities

Air Canada Marks One Year of Supporting Hidden Disabilities

Air Canada has marked a year as the first North American airline to embrace the Hidden Disabilities Sunflower program for customers with non-visible disabilities.
Air Canada staff with disability program Sunflower lanyard.
Photo Credit: CNW Group/Air Canada

Air Canada has marked a year as the first North American airline to embrace the Hidden Disabilities Sunflower program, setting a new standard for inclusive air travel.

This globally recognized initiative employs a discrete sunflower symbol that passengers can voluntarily use to indicate non-visible disabilities.

This includes conditions such as autism, chronic pain, or cognitive challenges. It enables people to receive appropriate assistance without drawing attention to their condition.

Program Uptake by Canadian Airports


The program’s success has catalyzed significant change across Canadian aviation, with 11 additional Canadian airports adopting the initiative within the past year.

This expansion has created a more comprehensive support network for travelers with hidden disabilities, ensuring a more consistent and comfortable journey from departure to arrival.

In a recent enhancement coinciding with the International Day of Persons with Disabilities, Air Canada introduced sunflower support pins for employees, reinforcing their commitment to accessible service.

“Everyone deserves to travel and work with dignity, respect and confidence,” emphasizes Kerianne Wilson, Director of Customer Accessibility at Air Canada.

“Our Customer and Employee Accessibility teams work tirelessly with the community and our employees to reimagine accessibility services throughout the customer journey, always keeping safety at the forefront of our innovations.”

A Jazz Aviation Air Canada Express aircraft landing.
Photo Credit: Air Canada

Customer Accessibility Advisory Committee


Through their comprehensive Accessibility Plan and Feedback Process, Air Canada systematically identifies and eliminates barriers. It benefits both travelers and employees with disabilities.

The establishment of a Customer Accessibility Advisory Committee ensures that improvements are guided by real-world experiences and needs. The Committee is comprised of representatives from various disability communities,

This commitment was recently showcased through a collaborative event with Spinal Cord Injury BC at Vancouver International Airport.

The initiative provided valuable insights for passengers adapting to life after spinal cord injury while simultaneously enhancing Air Canada employees’ understanding of their unique needs and challenges.

Paralympic athlete Brianna Hennessy commends these efforts: “Having airlines work closely with the disability community gives us a vital voice to communicate our needs and address travel challenges effectively.”

“The human touch and properly educated staff make an enormous difference in creating a positive airport experience.”

A passenger uses Air Canada Digital ID technology at Vancouver.
Photo Credit: CNW Group/Air Canada

In-Flight Accessibility Initiatives


Air Canada’s technological leadership in accessibility dates back several years. They were among the first airlines to implement accessible in-flight entertainment systems with audio functions for visually impaired passengers.

Today, their accessibility features include cutting-edge solutions such as iPad transcription services. There are eagle lifts for safe passenger transfers, Braille safety cards, and comprehensive closed captioning options.

Samuel Eichenwald, Manager of Employee Accessibility & Workplace Accommodation, underscores the broader societal impact. “When people with disabilities fully participate in society, including workplaces, our entire community benefits and thrives. This isn’t just about compliance – it’s about creating genuine inclusion.”

Mobility Aid Tracking Feature & Lifts

The airline continues to enhance its services through practical innovations. A newly developed mobility aid tracking feature in their mobile app provides peace of mind to passengers traveling with mobility equipment.

The installation of eagle lifts at most Canadian airports has significantly improved the boarding experience for passengers with mobility challenges.

Their commitment to younger travelers is demonstrated through Autism Aviation Days. These events help children with autism and their families familiarize themselves with air travel procedures in a supportive environment.

Customer Experience Specialist Marcello Alves Machado shares his perspective as an employee with hearing limitations. “The supportive environment and understanding team at Air Canada have been crucial in helping me overcome challenges related to my hearing limitations.

“This is particularly so during complex radio communications. This inclusive culture makes a significant difference in our daily operations.”

Summary


Air Canada’s comprehensive training programs ensure that frontline employees are well-equipped to provide dignified assistance to all passengers.

This includes specialized equipment training and in-depth disability awareness education. The airline has also streamlined their mobility aid handling procedures while maintaining rigorous safety standards.

“Our journey toward complete accessibility is ongoing and dynamic,” Wilson concludes. “We’re committed to continuous improvement in providing consistent, respectful, and dignified accessibility services. Our passionate team eagerly anticipates driving even more positive changes in the future.”

As Hennessy aptly summarizes the situation. “The path to an all-inclusive aviation community that truly promotes equality and fairness requires sustained collaboration between airlines and passengers. Air Canada’s initiatives demonstrate that this goal is achievable through dedication and understanding.”

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