Thank you for that question.
Every single case that you described is a terrible case. It is always the case that we thoroughly investigate and try to understand what led up to the events that were eventually reported in the media. It's always a learning opportunity for us.
As I also said, it's about 200 complaints over 250,000 guests with disabilities that we fly, so the percentage is very low. It's 99.9% of the guests who actually have a good experience. Having said that, every single case is a case too many. Definitely for us, it's a mandatory thing to work on.
However, we all know that media is sometimes showing one angle of the story. For us, it's always important to understand what was actually happening. We have a medical team that has the dedicated job of talking to those individuals to understand what was going on and to see how we can support and help them, but especially to understand what went wrong in a particular case.
Let me just pick the example of Paralympian who crawled up the stairs in Los Cabos, Mexico. In this case, we have a contract with the airport that we always get the aircraft to a finger position so that they can actually horizontally enter the airplane. That's the standard.
On this particular day, from airport congestion, our airplane was forced to park on the tarmac, which is unusual and not how it should be. It shows that this is an ecosystem that has to work together. The seamless experience requires everyone to perform, not just the airline.
We were on the tarmac and we informed the lady that we had a challenge now to get her on board. There is, of course, always a plan B for how to get someone on board in such a situation where just stairs are available. There's a trained, approved and safe process to do this, which is carrying the guest up the stairs because that is the only option left. There's an approved process for how to do it.
Now, I understand that this is not a great process and I don't like it either, but it was the next best option or the last good option that we had. Then this particular lady decided that she didn't want it. She preferred to push herself up the stairs. Of course, this is a humiliating experience. I can't imagine how bad this was for her, but it was also her particular choice to do this.
I'm asking many questions around this as well now. Why does Los Cabos not have a proper device to lift someone up? How is the rest of our system composed in airports?
We fly to lots of airports. Many of them are not in Canada, but in Mexico, the Caribbean and all over the place. The airport infrastructure is often quite diverse.
These are the questions that we asked, but we certainly never offered an unsafe procedure to that lady.