A year ago, Air Canada set a new standard in North America by becoming the first airline in the region to implement the Hidden Disabilities Sunflower program. This internationally recognized initiative uses a discreet sunflower symbol that individuals can voluntarily wear to indicate they have a non-visible disability, such as autism or chronic pain, which may not be immediately apparent to others.

Participation in this program is entirely optional, serving as one of several resources available to enhance the travel experience for those who choose to use it. Since Air Canada’s adoption of the Hidden Disabilities Sunflower, 11 additional Canadian airports have embraced the initiative, expanding support and ensuring more travelers can navigate their journey with greater ease.

In alignment with the International Day of Persons with Disabilities last month, Air Canada introduced sunflower support pins for its employees. This initiative reinforces the airline’s commitment to assisting travelers with non-visible disabilities by making it easier for them to identify staff members who are ready to help.

Air Canada remains dedicated to fostering accessibility by continuously improving travel and employment experiences for individuals with disabilities. Through its Accessibility Plan and Feedback Process, the airline actively works to identify, eliminate, and prevent barriers—both in air travel and in the workplace—ensuring a smoother, more inclusive experience for all.

“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.

As part of its commitment to enhancing accessibility, Air Canada established a Customer Accessibility Advisory Committee to shape its strategy. This committee includes individuals with disabilities from various Canadian organizations, ensuring diverse representation across different disability communities. Additionally, Air Canada actively engages with travelers who have disabilities, gathering firsthand insights to refine services and prioritize improvements.

This week, Air Canada, in collaboration with the Vancouver Airport Authority, supported a special visit to Vancouver International Airport organized by Spinal Cord Injury BC. The event welcomed a group of individuals adjusting to life after a spinal cord injury, offering them guidance, reassurance, and key travel-related information. This initiative not only aimed to empower these travelers but also provided Air Canada employees with a deeper understanding of accessibility needs, fostering a more inclusive travel experience for all.

“One of the most important things we are doing as a team is listening. We are bringing lived experiences to the table, learning what is important, where we didn’t get it quite right so we can move towards getting it right,” stated Kerianne.

Joanne Smith, nutritionist specializing in neurological conditions, television producer/reporter and disability advocate said: “As a member of the spinal cord injury community, I was pleasantly surprised when Air Canada reached out to learn more about what our challenges are, what our requirements are when travelling. They are listening and I’ve experienced the improvements they’ve made so far. Keep up the progress.”

Brianna Hennessy, Paris Paralympian and co-flag bearer said: “It is important that airlines are working closely with the community – we 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.”

Air Canada has been dedicated to accessibility for many years, continuously enhancing its services to support travelers with disabilities. It was among the first airlines to introduce in-flight entertainment (IFE) touchscreens with audio functionality, making them accessible to passengers who are blind or have low vision. Long before Canadian regulations mandated such features, Air Canada was already integrating new technologies to improve accessibility.

As innovations in technology and equipment advance, Air Canada remains committed to refining the travel experience for passengers with disabilities. The airline has introduced various solutions, including iPads for real-time transcription, eagle lifts for safe and comfortable transfers to and from aircraft seats, Braille safety cards, and closed captioning on in-flight entertainment. These initiatives reflect Air Canada’s ongoing engagement with the disability community and its dedication to creating a more inclusive travel environment.

Samuel Eichenwald, Manager, Employee Accessibility & Workplace Accommodation at Air Canada said, “When people with disabilities fully participate in society, including workplaces, it benefits everyone as it helps our communities thrive.”

“A friendly and respectful work environment is one of the things that I love most at work. Having a wonderful team that helps support me at work when I have some challenges due to my hearing limitations such as during radio calls which can be very hard for those that are hearing impaired. The people I work with are great and supportive from co-workers to leads and managers support and make me feel valued,” said Marcello Alves Machado, Customer Experience Specialist.

“Training that is human-focused, educational about disabilities, and practical is essential to give our frontline employees the skills to assist customers properly. This includes training on how to use specialized equipment to safely assist customers with mobility disabilities, and how to support all customers with disabilities to travel with dignity,” continued Kerianne.

Air Canada has introduced a mobility aid tracking feature within its mobile app, allowing customers to monitor their equipment throughout their journey. This innovation provides peace of mind, ensuring travelers know their mobility aids have been securely loaded onto their flight. Additionally, the airline has reevaluated its procedures for handling mobility aids, whether stored in the cabin or transported in the aircraft’s cargo hold, streamlining operations while maintaining strict safety standards.

To further support passengers with mobility challenges, Air Canada has invested in specialized lifting equipment, including Eagle lifts, now available at most major airports across Canada. The airline continues to explore additional transfer solutions while providing ongoing training for staff to ensure proper equipment use.

Recognizing the needs of travelers with non-visible disabilities, Air Canada has also launched initiatives to support families with children on the autism spectrum. Through Autism Aviation Days in British Columbia, these families gain hands-on experience with airport procedures, helping children become more comfortable with air travel. Organized in partnership with the Air Canada Foundation, Jazz (Air Canada’s regional airline partner), and local airport authorities, these events are set to expand to more communities in the future.

Air Canada’s latest accessibility enhancement includes the introduction of sustainable straws onboard, catering to customers who require straws for independent eating or drinking, reinforcing the airline’s commitment to inclusive and environmentally friendly solutions.

“We are on a journey of continuous improvement to offer consistent, respectful and dignified accessibility services to both our customers and employees. Our team is proudly committed to advancing our accessibility commitments forward. We’re passionate about what we do, and we can’t wait to keep driving positive changes,” concluded Kerianne.

Sam adds, “We see this as an ongoing journey involving all of our employees working together to support one another and our customers.  When it comes to ensuring an accessible operation, we are giving our employees the training and tools to be able to support each customer, so that everyone feels confident and comfortable when they travel and work.”

“We need to continue building an all-inclusive community together with airlines, one that fosters a culture of equality and fairness,” concluded Brianna.

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