We heard many reasons. Sometimes it was just a timing issue. In some cases, it was not really clear that individuals who were in management had to complete the training. When they were made aware of that, improvement occurred.
We found that members of management were not taking their training on time. There's a time delay in which it needs to be taken, and then it needs to be renewed. It's really important that those who set policy, coach individuals, or have oversight over those actually dealing with individuals travelling with disabilities understand the policies and weaknesses.
I know that Via Rail has since ensured that its management has taken the training. CATSA will do so by March 31. That's an improvement, if everyone has done it in that short time frame.