Assistive devices

InFlight will ensure that our staff are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods or services.



InFlight will communicate with people with disabilities in ways that take into account their disability.


Service animals

InFlight will welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.


Support persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.

We will notify customers of this by posting a notice in the following location(s): on the and at the entrances to the premises of InFlight North (Canada) at 914 King St. West, Kitchener, Ontario, Canada N2G 1G4, and of InFlight Corporation (US) at 1 Cottage St., Suite 3-04, Easthampton, MA USA 01027.


Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities InFlight will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.


Services/Facilities include: On entrances to the building.

InFlight will post the notice of disruption on entrances of the organization. The notice will be made publicly available at the following locations as applicable: on, at InFlight North (Canada) offices located at 914 King St. West, Kitchener, Ontario, Canada N2G 1G4, and at InFlight Corporation (US) offices at 1 Cottage St., Suite 3-04, Easthampton, MA USA 01027



InFlight will provide accessible customer service training to employees, and others who deal with the public or other third parties on our behalf. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services.

All InFlight employees will be trained on the Customer Service Standards for AODA.

New employees will be trained on Accessible Customer Service within 30 days after being hired. Existing InFlight employees will be trained/reviewed annually.

Training will include:

  • An overview of applicable legislation including the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • InFlight’s plan related to 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 an assistive device or require the assistance of a service animal or a support person
  • How to use the equipment or devices available on-site or otherwise that may help with providing products or services to people with disabilities.
  • What to do if a person with a disability is having difficulty in accessing InFlight’s products and services


Feedback process

Customers who wish to provide feedback on the way InFlight provides goods and service to people with disabilities, or require an accommodation, can contact the company by e-mail to :

All feedback, including complaints, will be handled in the following manner:

  1. In person – ask for HR
  2. Telephone 1-800-853-7505 x742
  3. E-mail

Customers can expect to hear back within five business days.


Notice of availability

InFlight will notify the public that our documents related to accessible customer service, are available upon request by posting a notice in the following location(s): on our website and at the reception area of each of InFlight North and InFlight Corporation.


Modifications to this or other policies

Any policy, practice or procedure of InFlight that does not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.


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