86 PASSENGER EXPERIENCE May | June 2026 AirportImprovement.com YHZ Ongoing Efforts Nicole Blanchard, HIAA’s airport experience manager, notes that airport employees work on accessibility year-round, and are seeking industry recognition of their efforts by applying for Airports Council International’s Accessibility Enhancement Certification in 2026. As part of its requirement to have a multi-year Accessibility Plan filed with the Canadian Transportation Agency, HIAA consults people with lived experience and uses that feedback to continuously make improvements toward a more accessible, barrier-free airport. Within the airport, employees are encouraged to provide feedback through an Accessibility Working Group. “It’s made up of representatives from every department,” Blanchard says. “We meet monthly to review our Accessibility Plan initiatives and timelines. It’s a great place to share feedback from passengers and our airport community on things that are working well and what could be improved.” HANGAR &DOOR EXPERTS START TO FINISH EXPERTISE Single-source for Design, Manufacturing, & On-Site Services 1957 2023 FULLY INTEGRATED HANGAR & DOOR SYSTEMS 800.274.0144 | FULFAB.COM EXPERIENCED | TIME-TESTED MORE THAN A CONSULTANT A trusted partner, passionate about aviation, dedicated to the industry, and committed to your airport ENGINEERS & PLANNERS 1-888-AVCON-99 www.avconinc.com NICOLE BLANCHARD Guests with less-apparent disabilities can wear sunflower lanyards and/or pins to let staff know they might need extra assistance.
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