The WestJet Group has published its initial annual progress report on its accessibility plan one year after launching it.
The report details three new service improvements for guests travelling with wheelchairs or similar mobility aids to improve travel accessibility for people with disabilities.
"Across the WestJet Group, we remain wholly committed to delivering the services all our guests require, while proactively addressing accessibility issues across the travel journey," said Angela Avery, WestJet Group, EVP and chief people, corporate and sustainability officer.
"Every year, we serve more than a quarter million guests who request accessibility support as part of their travel and our teams on the frontline and behind the scenes strive to meet their diverse needs.
"We have made significant investments over the past year to remove barriers to travel and these enhancements will better serve our guests with disabilities and our people supporting them throughout their journey," she said.
Updates to wheelchair size & weight policy and handling protocols
WestJet has expanded mobility device size and weight limitations following a comprehensive review of its fleet and associated equipment, such as baggage lifts.
By adjusting these limitations, the airline will now accept a broader range of mobility aids.
Additionally, the airline has adopted a standard industry practice that ensures powered mobility devices are handled fully upright, helping safeguard them throughout the travel journey. More details on these updates are available here.
Confirmation of loading of checked mobility devices
To enhance the handling and tracking of mobility devices, WestJet has implemented an updated tagging procedure that ensures mobility devices are loaded onto the aircraft with their owners.
Under this new protocol, once a mobility device is placed in the aircraft's cargo hold, the flight crew will receive a notification and provide the owner with a physical tag that confirms that their device is onboard and travelling with them.
New identification codes enabled for mobility devices
To ensure WestJet employees supporting guests travelling with wheelchairs are equipped with the information they need, WestJet has launched three new device-specific Special Service Request (SSR) codes:
- WCMP: Manual, non-powered wheelchair
- WCBD: Wheelchair containing a non-spillable, nickel-metal hydride or dry battery
- WCBW: Wheelchair containing a wet cell battery
"Across our operation, we remain dedicated to working diligently, hand in hand with our partners and guests to build on progress made and further remove uncertainty across the travel journey to provide enhanced peace of mind to our guests living with disabilities," concluded Avery.
