Passenger Accessibility Plan
Table of Contents
Contents
General
Alternate Format(s)
Feedback Process
Feedback Information
Consultations
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
Provisions of CTA accessibility-related regulations
Greater London International Airport Authority 2024-2027 Accessibility Plan
Revised June 2026
General
In 2024, the Greater London International Airport Authority (GLIAA) created and launched an accessibility plan to reflect the Canadian Transportation Agency (CTA) regulations. In preparation for this progress report, the airport authority has consulted with employees and other stakeholders, including those with lived experiences as persons with disabilities.
Alternate Format(s)
Upon request, an accessible alternate format of this Accessibility Plan or the feedback process (e.g. print, large print, braille, audio format or an electronic format that is compatible with adaptive technology). Please contact us by using the email, mailing address or phone number listed below, or through any other links provided on this page.
EMAIL:
Supervisor of Airport Terminal Services.
accessibilty@flylondon.ca
Mailing Address:
Supervisor of Airport Terminal Services
London International Airport
10 Seabrook Way
London ON N5V 3B6 Canada
Phone Number: 519 452 4036
Feedback Process
If you have feedback about how London International Airport (YXU) is implementing this Accessibility Plan, and / or have feedback regarding any encountered barriers with YXU as a guest, traveller, or employee, please contact us personally or anonymously by using the email, phone or mailing address listed above. Or by submitting an online feedback form through our website or by direct messaging through social media (links provided below). Our feedback options provide an acknowledgement of receipt and can maintain anonymity.
Feedback will be acknowledged in the same way that it was received, or the preferred manner requested, other than feedback that was indicated as anonymous, and responses will be provided in a timely manner.
The Supervisor of Airport Terminal Services is the designated person to receive feedback on behalf of YXU.
Website
Flyyxu.ca/contact-us
Facebook
Facebook.com/flyyxu
X
x.com/flyyxu
Instagram
Instagram.com/flyyxu
Linkedin
Linkedin.com/company/flyyxu
Feedback Information
Via our numerous feedback platforms, we have mostly received feedback from emails and
in person. Most of the feedback was positive and complimentary to the services provided.
Any negative concerns were traced back to the root cause, either CBSA or ground handlers
and the information was shared with them. YXU has offered to share training materials and
resources.
Future updates: to launch a WIFI survey to collect information from our passengers. We will
host this for a scheduled period over our peak winter season.
Consultations
YXU conducts personalized tours for persons with disabilities. This service allows someone
with a disability and their family or support person to visit the airport prior to their trip to
rehearse their upcoming journey. GLIAA works with the individual one-to-one to identify
any barriers they may encounter during their travel.
In preparation for our Progress report, we discussed our plan with:
- March 2026 in person walk thru with a young adult and their care giver about their
accessibility with wheelchair usage. - In April 2026 in person consult with Sprucedale Care Centre with their residents and
care providers. We had a group of 15 people with different intellectual and/or
physical disabilities. - In January and April 2026, we discussed our accessibility plan at our AOC meeting
to obtain feedback for this report. - Questions to / from the accessible group included
- How can a passenger arrange to get a wheelchair at the curb?
- If you are worried about getting confused while traveling what options are there to assist
me? - Can I pre- arrange a wheelchair?
- Can I reserve accessible parking spot?
GLIAA Accessibility Plan
YXU is a terminal operator in Canada that forms part of the federal transportation network. We are required to provide and publish this Accessibility Plan in accordance with the Accessible Canada Act, its Principles and Regulations, including but not limited to the Canada Transportation Act (CTA), as applicable to YXU. This Accessibility Plan takes into consideration YXU’s policies, programs, practices, and services to set out an actionable roadmap to help identify, prevent, and remove barriers at YXU under the following seven key areas:
• 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
This Accessibility Plan has been designed to showcase where we excel, and where we have room for improvement when it comes to accessibility and outlines short and long-term commitments to improved access now and into the future. We look forward to having this plan to keep us accountable. We will provide updates through our progress reports every three years.
How do we understand barriers to accessible transportation?YXU follows the social model of disability. This means that people with disabilities encounter barriers in the environment as opposed to people being disabled by their differences. For that reason, barrier identification is at the core of our efforts to deliver effective customer service. We categorized barriers into five (5) broad categories:
1. Attitudinal barriers • This result is when people think, or act based on false assumptions.
2. Systemic barriers • These include policies, procedures, or work instructions that result in some people being excluded from activities, employment, or other services.
3. Technological barriers. • These occur when technology, such as a smartphone application cannot be accessed by people with disabilities.
4. Information and communication barriers • These are created when information is offered in a format that suits some of the population, but not all people.
5. Physical/architectural barriers • These are physical obstacles that prevent access to a facility, room, or other location. We will continue to evaluate all aspects of our airport and organization through the lens of barriers.
Information and communication technologies (ICT)
YXU provides all flight information and schedules, including delays and cancellations, on
our website, https://flyyxu.ca. Our website remains compliant with Web Content
Accessibility Guidelines (WCAG) 2.1. level AA. We maintain our service disruption alerts at
the bottom of our website.
Over this past year we average one wheelchair assistance request per month via our website.
Initiatives for the future in information and communication technologies (ICT) Progress
• We are continuously working on improving our public address system (PA) for better
hearing quality. In 2026 we had vendors to come to review and give suggestions /
quotes for our system. We have reached out to other airports to gain information on
what works at other airports. All details are being reviewed and further investigated.
• We will continue to update our Accessibility web page with any developments.
Communication, other than ICT
The team at YXU continues to use best practices for interacting with persons with
disabilities at all points during the airport travel experience. Accessible communication
means that passengers, guests, and employees can receive and understand information in
a manner that works best for them.
Initiatives for the future in communication, other than ICT
• Sunflower program and Air Canada and WestJet training materials were updated.
YTD no passenger has asked the LIA for a lanyard.
Procurement of goods, services, and facilities
GLIAA understands that accessibility and responsible procurement practices are best
practices for a smooth airport experience. When purchasing LIA searches for goods and
services that are accessible by design, where possible, so that all travelers with disabilities
can use them without adaptation
Initiatives for the future in the Procurement of goods, services, and facilities:
• All public tendering documents will be reviewed through the lens of accessibility to
prevent barriers. Currently any RFP’s are posted on our accessible website.
• Creating an internal procurement checklist to hold GLIAA accountable for working
with diverse, equitable, and inclusive suppliers. RFPS are sent out for work projects
over $5000. Procurement checklist is delayed till May 31, 2027.
• Developing a policy to track and report when we work with diverse suppliers.
Delayed till May 31, 2027. No major renovations or airport construction has
happened since the creating of the accessibility act.
Design and delivery of programs and services.
GLIAA provides accessibility awareness training to all ACE and SOC staff members. They
are directly engaged in providing customer service on behalf of the airport. Our ACE and
SOC team is available 24/7 for contact, whether in person, via text, or via phone call. The
ACE staff are often the first point of contact for customer service when arriving at YXU and
facilitate curbside assistance.
YXU is part of the Airports CAC Accessibility team. We have purchased the Harper training
module for accessibility and deployment.
Initiatives for the future in the Design and delivery of programs and services.
•As the LIA does not own any wheelchairs, Jazz is slowly introducing motorized
wheelchairs for passenger usage. Train the trainer has happened between Jazz and
LIA and hands on training with the remainder of the ACE/SOC team has started and
will be completed by June 30,2026.
• Reinstate the pet therapy program with St. John’s Ambulance. This initiative offered
stress relief and comfort to both staff and passengers. It is further delayed until
January 2027, as we do not have the passenger traffic loads to support it.
Transportation
At YXU, our parking lot has 22 designated accessible parking spaces for persons with disabilities. These spots are all closest to the terminal building. At both departures and arrivals doors at the terminal we have designated drop off accessible passenger loading zones with signage that has our curbside assistance number. Our parking kiosk was upgraded in 2023 with improved accessibility features.
Car Rentals
At YXU, our parking lot has 22 designated accessible parking spaces for persons with disabilities. These spots are all closest to the terminal building. At the terminal’s departure and arrival doors, we have designated drop-off accessible passenger loading zones with signage with our curbside assistance number. Our parking kiosk was upgraded in 2023 and offers improved accessibility features.
Passengers with disabilities continue to have their choice of ground transportation providers, and ACE staff members will contact that provider for pickup. London Transit Commission (city bus) has an accessible stop in front of the terminal, and all buses are accessible. The inter community bus that stops twice daily at the airport with service to Sarnia is accessible.
Initiatives for the Future in Transportation
• Enhancing the accessibility requirements in the ground transportation request for
proposal (RFP). No RFP was conducted in 2025-26 and was delayed till June 2027.
Built Environment
YXU is continuously improving our built environment. Our terminal was built in 1964, and
we had major expansion and/or renovations in 2003 and 2010. We strive to be an easy and
comfortable airport. Most of our airport is within visual line of sight from one area to the
next and supports easy-to-find wayfinding and overhead signage. Our passenger screening
and food services are centrally located inside the terminal. We offer a pet relief area inside
the boarding lounge in addition to the grass areas outside the departures and arrivals
doors. In April 2026 LIA replaced all 200-ground side terminal light bulbs with LED bulbs.
Initiatives for the Future in the Built Environment
•Accessibility will be a priority in future major washroom upgrades. This includes
updating with more hands-free toilets, soap and towel dispensers, and an adult
changing table.
No major renovations were conducted in the past reporting year. We will keep this open as
an action item. Feedback from a walkthrough is to ensure that new urinal installs to have at
least one at a lover height. Our main bathroom by check in but the men’s bathroom by
arrivals only has the higher height that is not easily accessible for a person in a wheelchair.
• Engaging with an accessibility consultant to conduct an Accessibility Infrastructure
Assessment for the terminal, including public and employees’ areas. Maintain an
open action item.
Employment
The GLIAA strives to create a workplace environment where all individuals are welcomed.
We encourage applications from all qualified candidates. We post our openings on our
website and share them with our partners to increase opportunities for diverse work
groups, including high school co-op and summer students.
Our progress on commitments for removing barriers to accessible employment:
• The Diversity, Equity, and Inclusion (DEI) LMS program, any new employees must
complete it within 30 days of employment.
• Maintaining our participation with other airports in accessibility compliance training
under the Accessible Transportation for Persons with Disabilities Regulations
(ATPDR). With future employees in customer service completion of the online and
hands-on training within 30 days of employment.
• Supervisor of Terminal Services is active in the monthly CAC Accessibility Working
group meetings. Ongoing
Provisions of CTA accessibility-related regulations
GLIAA is committed to meeting the requirements of the Accessible Canada Act (ACA), the
Accessible Transportation Planning and Reporting Regulations (ATPRRs), and Accessible
Canada Regulations (ACRs).
YXU is subject to the Canadian Transportation Agency’s Accessible Transportation for
Persons with Disabilities Regulations (ATPDRs) and the provisions of these regulations that
apply to it. YXU is subject to “Part 1 – Requirements Applicable to Transportation Service
Providers (TSP) and Part 4 Requirements Applicable to Terminal Operators.”
