Accessibility Plan 2026 - 2029
In compliance with the Accessible Canada Act (ACA)
1. General Information
About Air Transat
Founded in Montreal in 1987, Air Transat is a recognized leisure airline and a flagship travel brand, periodically voted Best Leisure Airline in the World at the World Airline Awards de Skytrax You will be redirected to a new website. A new window will open. by its customers. Our program offers access to international destinations in Europe, the Caribbean, North and South America, and North Africa. Each year, we transport millions of passengers, thanks to a team of nearly 5,000 people who share the same purpose: reducing the distances that separate us.
Air Transat is a subsidiary of Transat A.T. Inc., a major integrated air transport and international travel company offering vacation packages and air travel. Air Transat is headquartered in Montreal, and we operate major airport platforms at MontréalTrudeau International Airport (YUL), Toronto Pearson Airport (YYZ), and Québec City Jean-Lesage Airport (YQB).
Context
According to the most recent Canadian Survey on Disability You will be redirected to a new website. A new window will open., conducted in 2022, 27% of Canadians aged 15 and over (approximately 8 million people) have at least one condition or health problem that limits their daily activities. This proportion, which has increased compared to the previous edition of the survey (2017), is expected to continue rising in the coming years, in part due to an aging population.
In this evolving demographic context, the implementation of Air Transat's 2023–2026 Accessibility Plan generated important learnings that underscored the need to adopt an integrated approach to accessibility aligned with our corporate responsibility commitments and our capabilities. These learnings highlighted the importance of building internal capacity, improving the consistency of our practices, and maintaining continuous dialogue with our airport partners and passengers with disabilities.
These learnings have allowed us to better identify the barriers to be addressed and to deepen our understanding of the realities experienced by persons with disabilities throughout their travel journey.
To structure our actions aimed at continuously improving the experience of customers with accessibility needs, we have established a working group in the form of an internal multidisciplinary committee composed of 12 members from the various relevant teams. The committee meets on a monthly basis and promotes close collaboration among its members to identify accessibility barriers throughout the travel journey, develop Air Transat's accessibility plan and ensure its implementation. The following teams and departments are represented on Air Transat's accessibility committee:
- Customer Relations;
- Information Systems;
- Digital Experience;
- Passenger Services, Procedures and Training;
- Technical Operations;
- In-Flight Service and Customer Experience;
- Organizational Development and Inclusion;
- Strategic Procurement and Real Estate;
- Legal Affairs;
- Corporate Responsibility.
With this background, we are publishing our second multi-year accessibility plan, covering the period 2026–2029. It responds to the Canadian Accessibility Act You will be redirected to a new website. A new window will open., which came into force in July 2019 and aims to make Canada barrier-free by January 1, 2040.
As part of this plan, we are committed to serving our passengers with friendliness and care, to providing safe service in compliance with international aviation standards and regulations, and to acting in accordance with the accessibility principles set out in the Canadian Act, which are as follows:
- All persons must be treated with dignity, regardless of their disabilities;
- All persons must have the same opportunity to make for themselves the lives that they are able and wish to have, regardless of their disabilities;
- All persons must have barrier-free access to full and equal participation in society, regardless of their disabilities;
- All persons must have meaningful options and be free to make their own choices, with support, if they desire, regardless of their disabilities;
- Laws, policies, programs, services and structures must take into account the disabilities of persons, the different ways that persons interact with their environments, and the multiple and intersecting forms of marginalization and discrimination faced by persons;
- Persons with disabilities must be involved in the development and design of laws, policies, programs, services and structures;
- The development and revision of accessibility standards and the making of regulations must be done with the objective of achieving the highest level of accessibility for persons with disabilities.
Feedback Process
As part of the continuous improvement of our accessibility and special services policies and procedures, we make it our duty to collect feedback from our customers and our staff regarding their experiences. Any feedback on this accessibility plan and its subsequent progress reports is also welcome.
Our feedback process is easy and effective. Simply provide your feedback to our Customer Relations team, anonymously or not, through one of the following communication channels:
Feedback will be acknowledged in the same way it is communicated to us. Whether it is sent anonymously or not, feedback will be treated in the same manner. However, we cannot acknowledge receipt of anonymous feedback.
Our Customer Relations Specialists will collect the feedback so that we can take it into account and improve our accessibility practices and services.
Although our website provides access to a printed and/or large print version of this accessibility plan or progress reports, the above communication channels can also be used to request a copy in these formats, in audio format, or in Braille.
We will take received feedback into consideration when publishing our progress reports and implementing the accessibility plan.
Provisions of the Canadian Transportation Agency's Accessibility regulations
The accessibility requirements are derived from legislation and regulations made by the Canadian Transportation Agency under section 170(1) of the Canada Transportation Act Will open in a separate browser window.
We will be classified as a large carrier as of January 1, 2024, and we already aim to meet and exceed all obligations to which we are or will be subject to, with the objective of meeting best practices.
Relevant legislation and regulations can be listed as follows:
2. Consultations
Engagement with a range of stakeholders is at the core of continuous improvement in our accessibility practices. We believe it is essential to consult customers and employees living with disabilities, as well as specialized organizations, to identify existing barriers and define actions to address and ultimately remove them.
In this regard, we are active members of the Accessibility Advisory Committee, chaired by the Canadian Transportation Agency’s Centre of Expertise on Accessible Transportation (CEAT). This participation enables us to engage with industry peers and organizations representing persons with disabilities, strengthening our understanding of their realities and helping us explore appropriate solutions.
Feedback from our customers and discussions with specialized organizations provide valuable insights into the barriers present in our environments and support the prioritization of corrective measures.
In developing this plan, we consulted employees and customers living with disabilities through surveys, written exchanges, telephone calls and videoconferences to gather and incorporate their feedback. These efforts also helped ensure that the plan is written in clear, accessible language.
To support ongoing dialogue throughout the implementation of our 2026–2029 Accessibility Plan, we are committed to:
- Formalizing consultation mechanisms for customers with disabilities to maintain continuous engagement and support their active participation in our accessibility improvement efforts;
- Communicating our accessibility commitments and action plans.
3. Commitments and Actions
Our 2026 – 2029 Accessibility Plan outlines the commitments and measures we are putting in place to identify, prevent, and reduce, to the extent possible, barriers to safe and accessible air travel for persons with disabilities. It was developed based on consultations with our customers and employees, guidance and best practices from Accessibility Standards Canada, and the insights gained from implementing our 2023 – 2026 Accessibility Plan.
This new three-year plan builds on the previous one in a spirit of continuous improvement. It sets out both targeted actions to reduce barriers and overarching commitments, while placing particular emphasis on information and communication technologies. The plan is structured around three main priorities: leveraging digital tools to support the autonomy of travellers with disabilities, strengthening a culture of accessibility across Air Transat, and further integrating accessibility into our business practices.
The following sections outline key areas of focus—including existing barriers and situations that may affect accessibility—as well as the commitments and mitigation measures identified across the seven priority areas set out in the Act:
- Employment
- Information and Communication Technologies (ICT)
- Communication, other than ICT
- Procurement of goods, services and facilities
- Design and delivery of programs and services
- Transportation
- Built environment
Employment
At Air Transat, we are committed to fostering an inclusive and respectful workplace. We strive to build a workforce that reflects the diversity of our customers and the communities we serve, and we encourage individuals from designated and underrepresented groups to apply for positions within our organization.
We are also dedicated to creating a work environment in which our employees can grow, thrive, and reach their full potential. Our diversity, equity and inclusion commitments reflect this objective and guide the development of our initiatives.
Area of focus
- Developing an accurate understanding of the representation of persons with disabilities within Air Transat’s workforce.
Commitments
- Enhancing our understanding of employees’ needs with respect to the work environment.
- Promoting safe and inclusive mechanisms for employees with disabilities to share their experiences and concerns, while recognizing the operational and regulatory requirements associated with certain roles.
Ongoing measures
- Continuing the rollout of the self-identification questionnaire to all Air Transat employees, enabling individuals to voluntarily and confidentially provide relevant information.
- Reviewing workforce data to develop a clearer picture of the current representation of persons with disabilities and to identify potential gaps in their employee experience.
- Working in close collaboration with the Human Resources department to optimize work environments, taking into account the requirements associated with specific roles.
Measures – Years 1 and 2 of the 2026 – 2029 cycle
Information and Communication Technologies (ICT)
We recognize the importance of providing our customers with accessible telecommunications systems, computer systems and networks, including our website and mobile application. Our 2026–2029 Accessibility Plan places a strong emphasis on information and communication technologies, notably through a digital focus aimed at reducing informational and functional barriers that persons with disabilities may encounter when planning their trip (booking, requesting special services, check-in, etc.) and during the journey itself (including at the airport).
Our website already meets WCAG 2.0 Level AA accessibility requirements, with clear and intuitive navigation and presentation. For example, text can be enlarged up to Air Transat Accessibility Plan 2026-2029 Air Transat | 10 200% without loss of readability, and colour is not used as the sole means of conveying information.
We also ensure that communication with our passengers is available in the official language of their choice through various channels, including telephone, mail, email, social media and online forms.
Areas of focus
- Difficulty for passengers in obtaining complete information on accessibility services across the full travel journey when flight segments are operated by other carriers.
- The clarity of steps required to confirm requested services, which is important to support a predictable travel experience.
- Limitations of digital tools in adequately supporting passengers requiring accessibility services.
Commitments
- During trip planning, improving the clarity of information and accessibility of self-service tools.
- During the travel journey, improving communication and the accessibility of self-service tools.
Ongoing measures
- Continuing quality assurance processes for our website to support ongoing compliance with Level AA accessibility standards.
- Continuing to monitor and improve our mobile application to maintain its accessibility compliance.
Measures – Year 1 of the 2026 – 2029 cycle
- Modernizing the presentation of accessibility-related content on the website to improve readability and understanding.
- Sending notifications via the Air Transat application or SMS messages to support group boarding at airports.
- Deploying accessible notifications in the mobile application to provide realtime information during irregular operations (e.g., clarified delay codes, eligibility, rebooking options), with deployment over two years.
Measures – Year 2 of the 2026 – 2029 cycle
- Simplifying and optimizing assistance request forms (e.g., mobility, distinction between flights and packages), including the addition of tailored response options.
- Clearly explaining travel steps for itineraries involving multiple airline partners.
- Integrating facial recognition into the mobile application to simplify check-in, in compliance with accessibility and personal data protection requirements, with deployment over two years.
Measure – Year 3 of the 2026 – 2029 cycle
- Developing functionalities enabling travellers to locate their belongings using accessible digital tools.
Communications, other than ICT
Communication is central to the customer experience for passengers travelling with us—whether during trip planning, throughout the journey, or during deplaning and baggage retrieval. It is therefore important that communication be clear, effective, respectful and adapted to our diverse customer base.
Area of focus
- Communications and instructions provided to passengers at the airport and on board (particularly via public address systems) may at times be numerous, rapid, or difficult to understand. This can require a high level of attention and may create stress for customers, particularly for persons with disabilities, and affect their travel experience.
Commitments
- Equipping our staff to support the use of plain language in both internal and external communications.
- Continuing to develop processes for requesting and receiving documents and materials in accessible formats.
Ongoing measures
- Continuing to provide multiple communication channels (telephone, mail, email, social media, chat and online forms) so that customers can reach us easily, in the official language of their choice.
- Providing audio and visual formats that allow passengers to adjust audio volume and the font size of safety information content.
Measures – Years 1, 2 and 3 of the 2026 – 2029 cycle
- Joining the Hidden Disabilities Sunflower Program, which focuses on raising awareness of non-visible disabilities and encouraging appropriate behavioural adaptations, such as allowing additional time in interactions.
- Training employees on the requirements of the Sunflower Program.
- Adapting communications with customers based on their accessibility needs and requests.
Procurement of Goods, Services and Facilities
As an organization, Air Transat regularly optimizes its equipment and services, whether through acquisitions or agreements with new suppliers. It is therefore important to consider accessibility from the outset of these processes in order to avoid introducing new barriers.
We also seek to continuously adapt our practices to make our services as inclusive as possible for persons with disabilities. In this context, accessibility considerations are taken into account in our decisions and operations.
Area of focus
- The integrated nature of travel journeys requires continued collaboration with operational partners to support improvements in the consistency and continuity of accessibility services.
Commitments
- Continuing to integrate accessibility principles into agreements with business partners and suppliers of goods and services.
- Equipping procurement staff to support the integration of accessibility considerations into procurement agreements.
Ongoing measure
- Collaborating with airport authorities, security agencies and customs in Canada to explore opportunities for alignment in accessibility.
Measure – Year 2 of the 2026 – 2029 cycle
- Offering awareness workshops to procurement staff.
Measure – Year 3 of the 2026 – 2029 cycle
- Introducing a weighting related to the level of accessibility of facilities in procurement evaluation processes.
Design and Delivery of Programs and Services
To ensure accessibility across the entire customer journey, it is important to consider it from the design stage of programs and services and to ensure it is maintained through to delivery. This contributes to the quality of the services provided to passengers with disabilities and supports a more seamless travel experience.
Areas of focus
- Delays in receiving mobility assistance are not always consistent or predictable, particularly in airport areas.
- Seat selection or assignment does not always fully meet the needs of passengers requiring accessibility accommodations.
- Mobility aids adapted to passengers’ needs are not always available when required.
Commitments
- Adapting training programs to reflect changes in our fleet and operational environments.
- Continuing to integrate accessibility principles into training cycles.
Ongoing measures
- Providing assistance, upon request, from trained staff at all stages of the customer journey.
- Providing initial and recurrent training to customer-facing employees (contact centres, ground services, in-flight service and service providers) on tasks related to assisting passengers with disabilities.
Measure – Year 1 of the 2026 – 2029 cycle
- Training employees on the principles and objectives of the Hidden Disabilities Sunflower Program, which focuses on raising awareness of non-visible disabilities.
Measure – Year 2 of the 2026 – 2029 cycle
- Adapting training programs to aircraft configurations so that employees can provide accurate information on accessibility-related procedures.
Measures – Year 3 of the 2026 – 2029 cycle
- Assessing available options and passenger needs to support improved accessibility during seat-to-seat transfers.
- Updating internal training related to the handling of assistance requests, to support a better understanding of the needs of persons with disabilities.
Transportation
We do not manage ground transportation as part of Air Transat’s regular operations. However, we recognize the importance of considering the barriers that customers with disabilities may encounter in the transportation used to access our services. As such, measures related to this aspect are included in this Accessibility Plan.
Area of focus
- During deplaning without a jetway, available transportation options are not always suited to mobility aids.
Commitment
- Integrating accessibility principles into any future transportation agreements entered into with third parties.
Ongoing measure
- Collaborating with airport authorities and transportation service providers to explore opportunities for alignment in accessibility.
Built Environment
Air Transat’s built environment includes, in particular, the offices at our head office, our airport counters, our hangars and our aircraft. We recognize the importance of ensuring that these spaces are accessible to persons with disabilities and therefore work to meet applicable accessibility standards in our facilities.
Areas of focus
- Persons with disabilities may encounter challenges when moving independently.
- In-flight entertainment systems and cabin crew call functions on board aircraft are not always accessible to all customers.
- Certain aircraft cabin configurations may affect the autonomy of persons with disabilities.
Commitments
- Improving the adaptation of facilities within the built environment to the needs of users, including persons with disabilities.
- Identifying and taking accessibility criteria into account in any new design or renovation.
Ongoing measures
- Continuing collaboration with airport authorities to identify accessibility improvements for customers with disabilities.
- Incorporating recommendations from accessibility specialists into renovation projects.
4. Conclusion
Making our services accessible is a shared responsibility across the organization. Our continuous improvement approach, along with the measures set out in this plan, is intended to enhance access to our services for all our customers. This underpins our ability to identify, mitigate and prevent barriers that may be encountered by customers with disabilities.
Our 2026–2029 Accessibility Plan builds on the concrete measures we have implemented to serve our diverse customer base. In this context, we will continue to adapt our practices, taking into account the feedback received, to support improved accessibility across our services.
Finally, our working group and executive committee dedicated to accessibility enable ongoing monitoring of the measures set out in this plan, as well as communication of their progress and outcomes in subsequent progress reports.