Statement of Commitment

Aeroplan, and its family of companies, (collectively “Aeroplan”), are committed to providing goods and services in a manner that is accessible for persons with disabilities and in accordance with the principles of dignity, independence, integration and equal opportunity.


This accessibility plan outlines Aeroplan’s commitment to deliver excellence in service for all customers, including people with disabilities. Aeroplan will identify, remove and prevent barriers for customers and employees with disabilities and comply with the accessibility requirements as they relate to the Accessibility for Ontarians with Disabilities Act (AODA) and human rights legislation.


Aeroplan will provide training on accessible customer service standards to all employees as well as create awareness through different policies, including the Code of Ethics.

All employees that interact with the public will receive customized training to be able to service people with disabilities.

Training will include:

  • A general overview of the purpose of the AODA and the requirements of the customer service standard.
  • How to interact and communicate with people with various types of disabilities.
  • How to interact with people with disabilities who use assistive devices or require the assistance of a service animal or a support person.
  • How to use equipment or devices available in the Contact Centre or otherwise that may help people with disabilities.
  • A review of this plan, practices and procedures related to providing customer service to people with disabilities.
  • How to assist if a person with disability is having difficulty accessing Aeroplan’s website, products and services.

Any updates or changes will be communicated via the internal employee communication site.

Training will be provided on an on-going basis and any updates or changes will be communicated to employees so they are up to date.

Communication and Information

Aeroplan is committed to meeting the communication needs of people with disabilities. We are in the process of updating our websites and content on the sites and adhering to AODA’s compliance standards for technology developments and content, specifically for website accessibility to conform to the Web Content Accessibility Guidelines (WCAG), Level A and Level AA by 2021. This will be done by making information and user interface components available and/or operable for people with disabilities in a way that can easily be used and robust enough to withstand use by people with different disabilities, including assistive technologies.


Aeroplan fosters a fair and accessible work environment that is based on diversity and inclusiveness for all individuals. Aeroplan complies with AODA’s Integrated Accessibility Standards Regulations (IASR) as it relates to the selection and recruitment process, accommodation plans, performance management and career development practices in place.

Posting of Notices

Aeroplan will provide notice of disruption of a planned or unexpected temporary disruption in facilities or services that people with disabilities usually use or access. This notice will be posted on our website or by another reasonable method and will include the reason for the disruption, the duration and any alternatives available during the disruption.

For more information on Aeroplan’s accessibility plan or if you have any questions about the usability of this website, including requesting a document in an alternate format, please email us at: