Accessible Transportation for Persons with Disabilities Regulations

Marginal note:Services to be provided on request

35 A carrier must, on the request of a person with a disability, provide the following services to the person without delay and in a manner that respects their dignity:

• (a) assisting the person with checking in at the check-in counter;

• (b) permitting the person, if they are unable to use an automated self-service kiosk or other automated check-in or ticketing process, to advance to the front of the line at a check-in counter or ticket counter;

• (c) assisting the person in proceeding through any security screening process at the terminal, including by

  • (i) providing members of personnel to assist the person to proceed through the security screening process, or

  • (ii) collaborating with the relevant security authority or security personnel at the terminal to permit a person who is not travelling with the person with a disability to have access to the security screening checkpoint so that they may assist the person with a disability to proceed through the security screening process;

• (d) assisting the person in proceeding to the boarding area after check-in;

• (e) before boarding, transferring the person between the person’s own mobility aid and a mobility aid provided by the carrier;

• (f) assisting the person in boarding and disembarking and, in the case of a person travelling on a ferry, assisting the person in moving from a vehicle deck to a passenger deck or from a passenger deck to a vehicle deck;

• (g) assisting the person in storing and retrieving their carry-on baggage;

• (h) before departure and on arrival at the destination, transferring the person between a mobility aid and the person’s passenger seat;

• (i) assisting the person in moving in and out of a mobility aid space;

• (j) in the case of a person who is blind or has any other visual impairment, describing to the person, before departure or, if impossible because of time constraints, after departure, the layout of the aircraft, train, ferry or bus, as the case may be, including the location of washrooms and exits, and the location and operation of any operating controls at the person’s passenger seat;

• (k) assisting the person in accessing any entertainment content that is offered on board, such as by providing them with a personal electronic device and assisting them in using that device;

• (l) before departure, providing the person with an individualized safety briefing and demonstration;

• (m) in the case of an aircraft, train or ferry, providing the person with an on-board wheelchair;

• (n) in the case of an aircraft, train or ferry, assisting the person in moving between their passenger seat and a washroom, including by assisting them in transferring between their passenger seat and an on-board wheelchair;

• (o) in the case of an aircraft, permitting a person to use the washroom that has the most amount of space, regardless of where the washroom is located, if the person needs an on-board wheelchair or the assistance of a support person or service dog to use a washroom;

• (p) in the case of a person who is blind or has any other visual impairment, describing to the person, if a meal is offered on board, all the food and beverages that are offered for consumption or providing a menu in large print or in Braille;

• (q) if a meal is served on board to the person, assisting the person with the meal by opening packages, identifying food items and their location and cutting large food portions;

• (r) if the person is not able to access a food-service car on a train, permitting the person and any support person to order a meal, and be served the meal, at their passenger seats or in their cabin;

• (s) assisting the person in proceeding through border clearance;

• (t) assisting the person in retrieving their checked baggage;

• (u) assisting the person, after disembarkation, in proceeding to the general public area;

• (v) assisting the person, after disembarkation, in proceeding to a location where the person may receive assistance to proceed to the curbside zone from a member of the terminal operator‘s personnel; and

• (w) assisting the person, if they are transferring to another segment of their trip within the same terminal, in proceeding to a location where the person may receive assistance from a member of the receiving carrier‘s personnel.