Air Canada introduces measures for disabled customers
Air Canada has become the first airline in North America to adopt the Hidden Disabilities Sunflower programme to better serve customers with non-visible disabilities.
In announcing the measure, the carrier…
Air Canada has become the first airline in North America to adopt the Hidden Disabilities Sunflower programme to better serve customers with non-visible disabilities.
In announcing the measure, the carrier also confirmed the first appointments to its new Customer Accessibility Advisory Committee, which will guide the carrier as it accelerates its three-year accessibility plan.
“Air Canada is the first airline in North America to adopt the Sunflower programme, which will enable us to better assist and serve our customers with non-visible disabilities such as autism. Our customers make 1.3 million accessibility requests each year and this initiative further demonstrates our commitment to improve accessibility, which we are reinforcing through the creation of a Customer Accessibility Advisory Committee. Consisting of customers with disabilities from accessibility groups in Canada, the committee will contribute to heightened awareness and help us identify barriers and develop solutions,” said Tom Stevens, VP, Customer Experience and Operations Strategy, at Air Canada.
The Hidden Disabilities Sunflower is a globally recognised programme that employs the use of a discreet sunflower symbol to identify customers with non-visible disabilities.
By choosing to wear the Sunflower lanyard, Air Canada customers can indicate to airline staff that they may require additional assistance, have specific needs, or simply require more time while travelling.
In support of the program, Air Canada is training and building awareness amongst all customer-facing employees to recognise and respond appropriately to participating customers.
The lanyard is available at check-in counters at Hidden Disability Sunflower member airports in Canada and on board all flights operated by Air Canada, Air Canada Rouge and Air Canada Express.
“We are delighted for Air Canada to become the first airline in North America to officially launch the Hidden Disabilities Sunflower programme. Air Canada and the Sunflower are aligned in our commitment to ensure that Sunflower wearers are recognised and receive the additional support, understanding and kindness they need during their air travel journey,” said Paul White, CEO of the Hidden Disabilities Sunflower Scheme, a private company based in the UK that manages the global programme.
Paul Rogers, a director on the board of Brain Injury Canada and a member of the Air Canada Customer Accessibility Advisory Committee, said: “It gives you great confidence, in that you know that you can be seen. It’s a very visual tool without me having or anyone having to explain and have that conversation. And it’s reassuring knowing that there’s somebody who’s got your back. Who’s there and can see what’s going on and help you out.”
Subscribe to the FINN weekly newsletter
