Notification of Accessible Service Disruption

  1. Goods and Services that are disrupted or unavailable:

  2. Reason for the disruption:

  3. Anticipated duration of the disruption:

  4. If applicable, other service or options that are available:

  5. If applicable, Companies or individuals notified to resolve service disruption:

Robert Q Accessible Customer Service Plan

Providing Goods & Services to People with Disabilities

Robert Q Airbus and Travel is committed to excellence in servicing all customers including people with disabilities.

Assistive Devices

We will ensure that our staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods and services.


We will communicate with people with disabilities in a manner that takes into account their disability.

Service animals

We welcome people with disabilities and their service animals. Service animals are allowed on all the public areas of our premises and in our vehicles that are open to the public . Service animals are not allowed in the service bays (garage) area of the Robert Q building.

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 and in our vehicles. 50% of the full adult fare will be charged to the support person on the Robert Q Airbus for assisting a passenger who is deemed not to be self-reliant. A self-reliant passenger is self-sufficient and capable of taking care of all his or her needs during the ride, including receiving, understanding and acting upon safety instructions, and requires no special or unusual attention beyond that afforded to other passengers, except that assistance entering or exiting the vehicle may be required.

Notice of temporary disruption

In the event of a planned or unexpected disruption of services or facilities for customers with disabilities, washrooms, or automatic entry doors to and from the premises, Robert Q Airbus and Travel 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. The notice will be placed at all entrances and on our web site.

Training for Staff

Robert Q Airbus and Travel will provide training to employees, volunteers and others who deal with the public. Individuals in the following positions will be trained: The training will be provided to all employees to include but not limited to, dispatchers, garage employees, customer service representatives, sales associates, drivers, supervisors and management. The training will be provided to new staff within 21 days of hiring. Training will include: An overview of the Accessibility for Ontarians with Disabilities Act 2005 and the requirements of the customer service standard Robert Q’s Airbus and Travel accessible customer service plan 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 support person What to do if a person with a disability is having difficulty in accessing Robert Q’s Airbus and Travel goods and services Staff will also be trained when changes are made to our accessible customer service plan. Specific departmental training will be provided to those employees using Robert Q Airbus vehicles with a wheelchair lift. Reservation agents and employees in the Robert Q Airbus and Travel centre will be trained on how to communicate when a call comes via TTY.

Robert Q Airbus Feedback Process

Robert Q Airbus and Travel is committed to improving accessibility for our clients with disabilities. We welcome feedback about the manner in which we provide service to persons with disabilities. Method of providing Feedback To share your comments, request a feedback form or request a copy of our accessibility policy. The feedback form and policy are available at the Robert Q Airbus front counter and on our web site: Also, comments can be sent by email to, by telephone 519-672-9020, in person or in writing: Robert Q Airbus and Travel 105 Wharncliffe Rd. S. London, On N6J 2K2 All reasonable attempts to resolve a complaint will be made within 14 days of receiving the feedback.