Air Canada is celebrating the first anniversary of implementing the Hidden Disabilities Sunflower program, making history as North America's first airline to adopt this global initiative. The program uses a discrete sunflower symbol to indicate non-visible disabilities such as autism or chronic pain, helping passengers signal their needs without verbal communication.
In the year since its introduction, 11 additional Canadian airports have joined the program. Air Canada has also provided sunflower support pins to its employees to better assist customers with non-visible disabilities.
The airline's commitment to accessibility extends beyond the Sunflower program. Air Canada has developed an Accessibility Plan and Feedback Process, established a Customer Accessibility Advisory Committee and implemented various technological improvements. These include a mobility aid tracking feature in their app, specialized lift equipment at airports and accessible in-flight entertainment systems for visually impaired customers.
¡°Everyone deserves to travel and work with dignity, respect and confidence. The Customer and Employee Accessibility teams, in consultation with the community and our employees, re-imagine how we deliver accessibility services at every step of the customer's journey, with safety at the heart of everything we do,¡± said Kerianne Wilson, Director, Customer Accessibility at Air Canada.?
The airline has received positive responses from disability advocates, including Paralympian Brianna Hennessy and disability advocate Joanne Smith, who praise the company's efforts to understand and address their needs.
¡°It is important that airlines are working closely with the community¡ªwe feel like we have a voice, we can communicate what our needs are, so there can be changes that can be adapted for some of the challenges we face during travel. Feeling like there¡¯s that human touch, that the staff will take care of me when I get to the airport and they are educated about disabilities," said?Hennessy
The airline processed 1.4 million accessibility requests in 2024 and transported over 32,000 wheelchairs. Currently, 36 Canadian airports are equipped with Eagle Lifts, and 26 airports support the Hidden Disability Sunflower program. Air Canada employs seven full-time staff dedicated to improving accessibility, supported by its global workforce of 40,000 employees.
Recent initiatives include hosting Autism Aviation Days in British Columbia, where families of children with autism can practice airport processes, and introducing sustainable straws onboard for customers who require them for independent eating or drinking. The company reports that 2.29% of its Canadian employees self-identify as having a disability, slightly above the air transportation sector average of 2.1%.
Through these programs and initiatives, Air Canada continues to work toward creating a more inclusive and accessible travel experience for all passengers.
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