AODA

Accessibility Customer Service Policy (AODA)

Policy

Park'N Fly will give persons with disabilities an equal opportunity to obtain the benefits of our service through all our communications and practices.

Location

Parking services for persons with disabilities will be provided through our self-park location at 3600 Uplands Drive. All requests will be accommodated providing pre-arrangements are made with our office. Our office may be reached at 1 (613) 247-1014 or ottawa@parknfly.ca.

Procedures

Part 1: Persons with assistive devices (Hand-control vehicles, wheelchairs, etc.)
Once arrangements are made with the parking office, any vehicle being operated by a person with a disability or in which a person with a disability is a passenger will be greeted by a PNF driver who will assist in loading passenger(s) onto shuttle bus.

Any vehicle being operated by a person with a disability or in which a person with a disability is a passenger will be greeted by a service attendant who will assist in the registration of the vehicle for parking and explain the parking procedure below.

Once the vehicle has been registered, the service attendant will accompany the customer in the customer vehicle to the appropriate departures location at the airport terminal. After the customer has successfully and completely departed the vehicle for entry into the airport terminal building, the service attendant will drive the customer's vehicle back to the parking operation.

Upon return, the customer will telephone the parking operation to advise the service attendant of his/her return. The dispatcher will arrange for the customer vehicle to be driven by a service attendant to pick up the customer from the airport terminal building to be returned to the parking operation.

Upon return to the parking operation, the location staff will assist the customer in the payment of the parking fees and the closing of the parking.

Part 2: Persons with service animals, oxygen tanks, and/or support persons
Any vehicle being operated by a person with a disability or in which a person with a disability is a passenger who requires a service animal, oxygen tank, and/or support person will be accommodated as above or through our normal parking procedures. The staff will assist in the accommodation of the person with a disability and their service animal, oxygen tank, and/or support person boarding our shuttle bus. The bus driver will assist in the boarding and unboarding of the person with a disability.

Part 3: Training
All personnel will receive training consistent with the Accessibility Standards for Customer Service and regulation SOR/94-42 under the Canada Transportation Act.

Training will include:

Part 4: Feedback
We welcome feedback about the delivery of our services to persons with disabilities and will investigate and respond to all complaints relating to such services in a timely, thorough, and objective manner.

Feedback or questions can be submitted to 905-676-1248 ext 629 or by email to info@parknfly.ca

This policy is subject to a review annually but can be amended or changed at any time following a review by the Policy and Procedure Committee and company executives.