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 valet location at 5815 Airport Road. Where the person with a disability has chosen our service through a self-park location, he/she will be accommodated through the valet service at the self-park rate chosen.

All self-park locations and web site communications will have signs and/or other wording which directs persons with disabilities to the valet location.

Procedures

Part 1: Persons with assistive devices (Hand-control vehicles, wheelchairs, etc.)
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 valet 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 valet parking operation.

Upon return, the customer will telephone the valet parking operation to advise the dispatcher 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 valet parking operation.

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

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 valet parking procedures. The valet staff will assist in the registration of the vehicle for parking and 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.