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Air Canada makes changes after passengers with disabilities share ‘dehumanizing’ experiences

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Air Canada says it’s apologizing and making a number of changes internally to improve the way it treats passengers with disabilities after several high-profile incidents — including one involving a passenger who had to drag himself off a plane — led to a meeting with federal ministers in Ottawa this week.

The airline said Thursday it will be updating the boarding process and changing the way it stores mobility aids like wheelchairs to ensure customers with disabilities can get on and off the plane safely, as well as updating its training procedures for thousands of employees.

“Air Canada recognizes the challenges customers with disabilities encounter when they fly and accepts its responsibility to provide convenient and consistent service so that flying with us becomes easier. Sometimes we do not meet this commitment, for which we offer a sincere apology,” CEO Michael Rousseau wrote in a statement.

“As our customers with disabilities tell us, the most important thing is that we continuously improve in the future.”

The changes come after four people with disabilities spoke publicly this year about their “dehumanizing” experiences flying with Air Canada. Their stories included experiences dragging themselves off a plane, being dropped by staff, having their wheelchair left behind and having their ventilator bumped and disconnected during a transfer between wheelchairs — ordeals that advocates have described as all too familiar.

Rodney Hodgins, who has cerebral palsy, was forced to drag himself off an Air Canada flight in Las Vegas in August after being told wheelchair assistance wasn’t available.

B.C.-based comedian Ryan Lachance, who has quad spastic cerebral palsy, said he was dropped and injured by Air Canada staff while attempting to disembark a flight in Vancouver in May.

 

Couple describes ‘dehumanizing’ experience with Air Canada

Featured VideoRodney Hodgins says he was forced to drag himself off an Air Canada flight after the airline failed to provide the wheelchair assistance he requires.

Last month, Stephanie Cadieux, Canada’s chief accessibility officer, said the airline left her wheelchair in Toronto when she flew back to Vancouver.

Toronto’s Alessia Di Virgilio, who uses a power wheelchair, had her ventilator disconnected and a lift fall on her head as Air Canada staff struggled to transfer her between the aircraft and her wheelchair during a recent flight to Charlottetown.

Air Canada CEO meets with minister

Federal Transport Minister Pablo Rodriguez summoned airline representatives to Parliament Hill this week to “present a plan” to address its treatment toward customers with disabilities.

Rousseau was present at the meeting on Thursday, along with Air Canada vice-presidents.

In media scrums after the meeting, Rodriguez said he told Rousseau the airline’s current plan “wasn’t working.”

“We told Air Canada it was unacceptable what happened, and they agreed with us,” he said.

“We made that very clear to their CEO,” said Kamal Khera, minister of Diversity, Inclusion and Persons with Disabilities, who also attended the meeting.

“Not only do airlines need to be held accountable, they need to do a lot better, and they need to put forward a comprehensive plan in the short term and the long term.”

Rodriguez and Khera said they’ll be meeting with Air Canada again in December.

In the statement afterward, Air Canada said people who request lift assistance will be consistently boarded first and “proactively seated” at the front of the cabin they booked.

 

Air Canada summoned to Ottawa for incidents with people using wheelchairs

 

Featured VideoAfter a series of ‘humiliating’ incidents aboard Air Canada flights involving passengers who use wheelchairs, Transportation Minister Pablo Rodriguez has summoned the airline to his office in Ottawa.

The company also said mobility aids, like wheelchairs, will be stored in the aircraft cabin “when possible.” If aids have to be stored beneath the aircraft, the company said it is creating a new tracking system that will include a process to confirm the aids are actually on the plane before it takes off.

“Customers travelling within Canada will be able to track the journey of their mobility aid using the Air Canada app,” it said.

Ryan Lachance, who lives with quad-spastic cerebral palsy, is pictured with his care aid Emma Proulx at his apartment in White Rock, B.C., on Nov. 1. (Ben Nelms/CBC)

Employees will be now be trained annually to better serve people with disabilities, including training on how to properly lift a person who needs help. The airline has also new senior position to ensure the plan is rolled out properly.

Tom Stevens, VP of customer experience at Air Canada, said over 2,000 people who require mobility assistance travel with the airline every day, most of them without incident.

“We know we need to get accessible travel right 100 per cent of the time. What we’ve announced today is the first step on this journey,” he said.

“We know even a single service failure is a service failure too many.”

Stevens said Air Canada is “accelerating the first step of measures, which we think will get at the vast majority of situations.”

The Canadian Transportation Agency, which regulates air travel in Canada, received 197 complaints about accessibility during the 2022-2023 reporting period. Data showed 54 of those complaints were related to mobility aids, while 46 were related to problems with extra assistance.

In total, the agency has received 975 complaints about accessibility since 2018 — nearly 200 each year.

In August, the airline was fined $50,000 for failing “to provide a temporary replacement mobility aid that met the mobility needs of a person with a disability who did not retain their mobility aid during their flight and which was not made available to the person at their arrival.”

 

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The #1 Skill I Look For When Hiring

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File this column under “for what it’s worth.”

“Communication is one of the most important skills you require for a successful life.” — Catherine Pulsifer, author.

I’m one hundred percent in agreement with Pulsifer, which is why my evaluation of candidates begins with their writing skills. If a candidate’s writing skills and verbal communication skills, which I’ll assess when interviewing, aren’t well above average, I’ll pass on them regardless of their skills and experience.

 

Why?

 

Because business is fundamentally about getting other people to do things—getting employees to be productive, getting customers to buy your products or services, and getting vendors to agree to a counteroffer price. In business, as in life in general, you can’t make anything happen without effective communication; this is especially true when job searching when your writing is often an employer’s first impression of you.

 

Think of all the writing you engage in during a job search (resumes, cover letters, emails, texts) and all your other writing (LinkedIn profile, as well as posts and comments, blogs, articles, tweets, etc.) employers will read when they Google you to determine if you’re interview-worthy.

 

With so much of our communication today taking place via writing (email, text, collaboration platforms such as Microsoft Teams, Slack, ClickUp, WhatsApp and Rocket.Chat), the importance of proficient writing skills can’t be overstated.

 

When assessing a candidate’s writing skills, you probably think I’m looking for grammar and spelling errors. Although error-free writing is important—it shows professionalism and attention to detail—it’s not the primary reason I look at a candidate’s writing skills.

 

The way someone writes reveals how they think.

 

  • Clear writing = Clear thinking
  • Structured paragraphs = Structured mind
  • Impactful sentences = Impactful ideas

 

Effective writing isn’t about using sophisticated vocabulary. Hemingway demonstrated that deceptively simple, stripped-down prose can captivate readers. Effective writing takes intricate thoughts and presents them in a way that makes the reader think, “Damn! Why didn’t I see it that way?” A good writer is a dead giveaway for a good thinker. More than ever, the business world needs “good thinkers.”

 

Therefore, when I come across a candidate who’s a good writer, hence a good thinker, I know they’re likely to be able to write:

 

  • Emails that don’t get deleted immediately and are responded to
  • Simple, concise, and unambiguous instructions
  • Pitches that are likely to get read
  • Social media content that stops thumbs
  • Human-sounding website copy
  • Persuasively, while attuned to the reader’s possible sensitivities

 

Now, let’s talk about the elephant in the room: AI, which job seekers are using en masse. Earlier this year, I wrote that AI’s ability to hyper-increase an employee’s productivity—AI is still in its infancy; we’ve seen nothing yet—in certain professions, such as writing, sales and marketing, computer programming, office and admin, and customer service, makes it a “fewer employees needed” tool, which understandably greatly appeals to employers. In my opinion, the recent layoffs aren’t related to the economy; they’re due to employers adopting AI. Additionally, companies are trying to balance investing in AI with cost-cutting measures. CEOs who’ve previously said, “Our people are everything,” have arguably created today’s job market by obsessively focusing on AI to gain competitive advantages and reduce their largest expense, their payroll.

 

It wouldn’t be a stretch to assume that most AI usage involves generating written content, content that’s obvious to me, and likely to you as well, to have been written by AI. However, here’s the twist: I don’t particularly care.

 

Why?

 

Because the fundamental skill I’m looking for is the ability to organize thoughts and communicate effectively. What I care about is whether the candidate can take AI-generated content and transform it into something uniquely valuable. If they can, they’re demonstrating the skills of being a good thinker and communicator. It’s like being a great DJ; anyone can push play, but it takes skill to read a room and mix music that gets people pumped.

 

Using AI requires prompting effectively, which requires good writing skills to write clear and precise instructions that guide the AI to produce desired outcomes. Prompting AI effectively requires understanding structure, flow and impact. You need to know how to shape raw information, such as milestones throughout your career when you achieved quantitative results, into a compelling narrative.

So, what’s the best way to gain and enhance your writing skills? As with any skill, you’ve got to work at it.

Two rules guide my writing:

 

  • Use strong verbs and nouns instead of relying on adverbs, such as “She dashed to the store.” instead of “She ran quickly to the store.” or “He whispered to the child.” instead of “He spoke softly to the child.”
  • Avoid using long words when a shorter one will do, such as “use” instead of “utilize” or “ask” instead of “inquire.” As attention spans get shorter, I aim for clarity, simplicity and, most importantly, brevity in my writing.

 

Don’t just string words together; learn to organize your thoughts, think critically, and communicate clearly. Solid writing skills will significantly set you apart from your competition, giving you an advantage in your job search and career.

_____________________________________________________________________

 

Nick Kossovan, a well-seasoned veteran of the corporate landscape, offers “unsweetened” job search advice. You can send Nick your questions to artoffindingwork@gmail.com.

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Politics likely pushed Air Canada toward deal with ‘unheard of’ gains for pilots

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MONTREAL – Politics, public opinion and salary hikes south of the border helped push Air Canada toward a deal that secures major pay gains for pilots, experts say.

Hammered out over the weekend, the would-be agreement includes a cumulative wage hike of nearly 42 per cent over four years — an enormous bump by historical standards — according to one source who was not authorized to speak publicly on the matter. The previous 10-year contract granted increases of just two per cent annually.

The federal government’s stated unwillingness to step in paved the way for a deal, noted John Gradek, after Prime Minister Justin Trudeau made it plain the two sides should hash one out themselves.

“Public opinion basically pressed the federal cabinet, including the prime minister, to keep their hands clear of negotiations and looking at imposing a settlement,” said Gradek, who teaches aviation management at McGill University.

After late-night talks at a hotel near Toronto’s Pearson airport, the country’s biggest airline and the union representing 5,200-plus aviators announced early Sunday morning they had reached a tentative agreement, averting a strike that would have grounded flights and affected some 110,000 passengers daily.

The relative precariousness of the Liberal minority government as well as a push to appear more pro-labour underlay the prime minister’s hands-off approach to the negotiations.

Trudeau said Friday the government would not step in to fix the impasse — unlike during a massive railway work stoppage last month and a strike by WestJet mechanics over the Canada Day long weekend that workers claimed road roughshod over their constitutional right to collective bargaining. Trudeau said the government respects the right to strike and would only intervene if it became apparent no negotiated deal was possible.

“They felt that they really didn’t want to try for a third attempt at intervention and basically said, ‘Let’s let the airline decide how they want to deal with this one,'” said Gradek.

“Air Canada ran out of support as the week wore on, and by the time they got to Friday night, Saturday morning, there was nothing left for them to do but to basically try to get a deal set up and accepted by ALPA (Air Line Pilots Association).”

Trudeau’s government was also unlikely to consider back-to-work legislation after the NDP tore up its agreement to support the Liberal minority in Parliament, Gradek said. Conservative Leader Pierre Poilievre, whose party has traditionally toed a more pro-business line, also said last week that Tories “stand with the pilots” and swore off “pre-empting” the negotiations.

Air Canada CEO Michael Rousseau had asked Ottawa on Thursday to impose binding arbitration pre-emptively — “before any travel disruption starts” — if talks failed. Backed by business leaders, he’d hoped for an effective repeat of the Conservatives’ move to head off a strike in 2012 by legislating Air Canada pilots and ground crew to stick to their posts before any work stoppage could start.

The request may have fallen flat, however. Gradek said he believes there was less anxiety over the fallout from an airline strike than from the countrywide railway shutdown.

He also speculated that public frustration over thousands of cancelled flights would have flowed toward Air Canada rather than Ottawa, prompting the carrier to concede to a deal yielding “unheard of” gains for employees.

“It really was a total collapse of the Air Canada bargaining position,” he said.

Pilots are slated to vote in the coming weeks on the four-year contract.

Last year, pilots at Delta Air Lines, United Airlines and American Airlines secured agreements that included four-year pay boosts ranging from 34 per cent to 40 per cent, ramping up pressure on other carriers to raise wages.

After more than a year of bargaining, Air Canada put forward an offer in August centred around a 30 per cent wage hike over four years.

But the final deal, should union members approve it, grants a 26 per cent increase in the first year alone, retroactive to September 2023, according to the source. Three wage bumps of four per cent would follow in 2024 through 2026.

Passengers may wind up shouldering some of that financial load, one expert noted.

“At the end of the day, it’s all us consumers who are paying,” said Barry Prentice, who heads the University of Manitoba’s transport institute.

Higher fares may be mitigated by the persistence of budget carrier Flair Airlines and the rapid expansion of Porter Airlines — a growing Air Canada rival — as well as waning demand for leisure trips. Corporate travel also remains below pre-COVID-19 levels.

Air Canada said Sunday the tentative contract “recognizes the contributions and professionalism of Air Canada’s pilot group, while providing a framework for the future growth of the airline.”

The union issued a statement saying that, if ratified, the agreement will generate about $1.9 billion of additional value for Air Canada pilots over the course of the deal.

Meanwhile, labour tension with cabin crew looms on the horizon. Air Canada is poised to kick off negotiations with the union representing more than 10,000 flight attendants this year before the contract expires on March 31.

This report by The Canadian Press was first published Sept. 16, 2024.

Companies in this story: (TSX:AC)

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Federal $500M bailout for Muskrat Falls power delays to keep N.S. rate hikes in check

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HALIFAX – Ottawa is negotiating a $500-million bailout for Nova Scotia’s privately owned electric utility, saying the money will be used to prevent a big spike in electricity rates.

Federal Natural Resources Minister Jonathan Wilkinson made the announcement today in Halifax, saying Nova Scotia Power Inc. needs the money to cover higher costs resulting from the delayed delivery of electricity from the Muskrat Falls hydroelectric plant in Labrador.

Wilkinson says that without the money, the subsidiary of Emera Inc. would have had to increase rates by 19 per cent over “the short term.”

Nova Scotia Power CEO Peter Gregg says the deal, once approved by the province’s energy regulator, will keep rate increases limited “to be around the rate of inflation,” as costs are spread over a number of years.

The utility helped pay for construction of an underwater transmission link between Newfoundland and Nova Scotia, but the Muskrat Falls project has not been consistent in delivering electricity over the past five years.

Those delays forced Nova Scotia Power to spend more on generating its own electricity.

This report by The Canadian Press was first published Sept. 16, 2024.

The Canadian Press. All rights reserved.

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