Thank you very much, Mr. Chair, and thank you to the folks at Air Canada for being here today.
We've heard, obviously, from a number of Canadians who have had difficult experiences. We kicked off this study because of the high-profile case of Stephanie Cadieux being without her specialized wheelchair for a time when it was left behind, and she talked about the difficulties this brought upon her.
We've heard, again, from numerous people that a mobility aid is not simply like a piece of luggage. It is an extension of a person. It is what allows them to have independence. We've heard how upsetting this is, both physically—it can take days to recover from having to use a non-specialized piece of equipment—and mentally, as there is also a mental component. Once again, those folks are being subjected to being second-class citizens.
I want to understand, from Air Canada's perspective, how you are going to ensure.... I heard the stat that you shared. It was 0.15%. How are you ensuring that it gets down to zero?
Second, as part of that, what is the response from Air Canada when this happens? You say you had lessons learned. What happens when this is such a high-profile case? You say that you have already taken steps to increase training and have sensitivity towards this issue. What happens when Air Canada employees fail in their duty to serve a person with a disability? Is there a reprimand? What are the steps that are taken to ensure that this is treated with the seriousness it deserves?