Months after Air Canada committed to immediate action to improve the experience of customers with disabilities, a Marketplace team went undercover with Richardson in May to see whether the airline had followed through on its promises from Nov. 9, 2023.
It's a request that Richardson said "unsettled" him. "I've never been asked for my attendant to leave the aircraft. Never. And I'm not comfortable with that at all."
And it also promised enhanced training for employees. But Marketplace's hidden cameras documented the airline falling short of multiple announced improvements during a round-trip flight from Toronto to Fredericton.
Air Canada said it would invest in equipment like the lift Richardson requested, board customers who require staff assistance to get to their seat before anyone else and to sit them at the front of the cabin they book.
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