Accessible Customer Service Plan

Welcoming Clients with Disabilities

Flight Centre Travel Group (Canada) Inc. and its affiliates ("our company", "we") are committed to excellence in serving all customers including people with disabilities.

Assistive Devices

We welcome persons with assistive devices and endeavour to be familiar with the various assistive devices to enable access to our goods and services. Our company's primary website www.flightcentre.ca has the assistive device, Essential Accessibility.

Communication

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

Service Animals

We 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.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, we will post a notice and provide alternative locations and/or phone/fax/email contacts.

The notice will be placed on the front page of our website, front window of our locations, and/or mall entrances for our mall locations.

Training

Our company will provide training to employees who deal with the public.

Individuals in the following positions will be trained:

• Retail Team Leaders
• Retail Assistant Team Leaders
• Retail Consultants

The training will be provided to staff within approximately two months after hiring.

Training will include:

• An overview of the Accessibility for Ontarians with Disabilities Act. , 2005 and the requirements of the customer service standard.
• Flight Centre Travel Group (Canada) Inc. and its affiliates 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
• What to do if a person with a disability is having difficulty in accessing our businesses or leaving our businesses, even in an emergency.

Staff will also be trained when changes are made to this plan.

Feedback Process

Our company strives to provide exceptional Customer Service, and we value your comments and concerns on areas that can be improved. All feedback, including complaints will be received and responded by the method best suited by the customer, including but not limited to website, phone, fax and mail. Initial inquiry should be directed to our consultant that assisted you and/or to the Team Leader of the location.

Customers who seek to receive further assistance and/or wish to provide feedback on the way our company provides goods and services to people with disabilities can:

Email customer.service@flightcentre.ca

Phone 1-866-485-7014
Fax 1-604-687-3427

Mail Customer Service
700 - 980 Howe Street
Vancouver BC V6Z 0C8

Or drop off at any of our company's locations

Customers can expect to contacted in approximately ten (10) business days.

Modifications to this or other Policies

Any policy of our company that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.