Accessibility Statement

Our Commitment

Flite Line Services is committed to providing aviation services that are accessible to all customers, regardless of their abilities. We strive to meet the requirements of the Accessibility for Ontarians with Disabilities Act (AODA) and are dedicated to treating all people in a way that allows them to maintain their dignity and independence.

Accessible Customer Service

We are committed to providing accessible customer service to people with disabilities. This means we will:

• Communicate with people with disabilities in ways that take into account their disability
• Allow people with disabilities to use their own personal assistive devices when accessing our services
• Welcome service animals and support persons at both our YKF and YXU locations
• Provide notice when facilities or services are temporarily unavailable
• Provide training to all employees who interact with customers

Physical Accessibility

Our Facilities

Both of our FBO locations feature:

• Accessible parking spaces close to building entrances
• Level or ramped entries to our facilities
• Accessible washroom facilities
• Clear pathways and adequate maneuvering space
• Accessible seating in waiting areas

Aircraft Access

We understand that accessing aircraft can present challenges for customers with mobility limitations. Our team is trained to provide assistance and can arrange for appropriate equipment when possible. Please contact us in advance of your visit to discuss your specific needs.

Communication Accessibility

We are committed to communicating with customers in ways that take into account their disabilities:

• Multiple communication channels: phone, email, in-person, and FlightBridge platform
• Clear and simple language in our communications
• Alternative formats available upon request
• Staff trained to communicate effectively with people with various disabilities
• Accessible website design following WCAG 2.1 AA standards

Service Animals and Support Persons

People with disabilities who are accompanied by a service animal or support person are welcome at both our YKF and YXU locations. Service animals are permitted in all public areas of our facilities. Support persons are welcome to accompany customers at no additional charge when accessing our services.

Assistive Devices

Customers are welcome to use their personal assistive devices when accessing our services. If there are any barriers to using your assistive device, our staff will work with you to find alternative solutions.

Employee Training

All Flite Line Services employees receive training on:

• The requirements of accessibility legislation and the Human Rights Code
• How to interact and communicate with people with various disabilities
• How to interact with people who use assistive devices or require service animals or support persons
• What to do if a person with a disability is having difficulty accessing our services
• Our policies and procedures related to accessibility

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, we will provide notice. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.

Feedback Process

We welcome feedback about how we provide accessible service. Customers can provide feedback by:

• Phone: (519) 893-8100
• Email: info@fliteline.ca
• In person at either of our FBO locations
• Through our website contact form
• In writing to: 4-4881 Fountain St N, Breslau, ON N0B 1M0

All feedback will be reviewed and responded to within 10 business days. Responses will be provided in a format that takes into account the customer's accessibility needs.

Multi-Year Accessibility Plan

Flite Line Services is committed to continuous improvement in accessibility. Our ongoing initiatives include:

• Regular accessibility audits of our facilities
• Ongoing staff training and awareness programs
• Updates to our website to maintain WCAG 2.1 AA compliance
• Consultation with accessibility experts and customers with disabilities
• Investment in accessible technologies and equipment
• Regular review and update of accessibility policies

Accessible Formats and Communication Supports

Upon request, we will provide or arrange for accessible formats and communication supports for persons with disabilities in a timely manner and at no additional cost. We will consult with the person making the request to determine the most suitable accessible format or communication support.

Modifications to Policies

Any policy that does not respect the dignity and independence of people with disabilities will be modified or removed. This accessibility statement will be reviewed and updated as required.

Contact Us

For more information about our accessibility initiatives or to provide feedback, please contact:

Last updated: December 2, 2024