Accessibility Statement

Border Limousine is committed to providing accessible, dignified, and equitable transportation services to all passengers, including persons with disabilities. We comply with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its Integrated Accessibility Standards Regulation (Ontario Regulation 191/11), as well as applicable accessibility legislation in all provinces where we operate.

We believe that every passenger deserves to travel in comfort and safety, regardless of ability. This statement outlines our accessibility practices, the accommodations we offer, and how to request assistance.

AODA Compliance

As a transportation service provider operating in Ontario, Border Limousine adheres to the following AODA requirements:

• Customer Service Standard: Our staff and chauffeurs are trained on providing accessible customer service to persons with various types of disabilities, including physical, visual, hearing, cognitive, and mental health disabilities.
• Information and Communications Standard: We provide information in accessible formats upon request. Our website is designed to meet WCAG 2.1 Level AA guidelines, ensuring it is perceivable, operable, understandable, and robust for users of assistive technologies.
• Transportation Standard: We meet the accessible transportation requirements under the AODA, including providing equivalent service to passengers with disabilities and not charging additional fees for accessibility accommodations.
• Training: All employees, chauffeurs, and contractors who interact with the public or participate in the development of our policies receive training on Ontario's accessibility laws and on the Human Rights Code as it pertains to persons with disabilities.

Accessible Vehicles

Border Limousine offers accessible vehicle options to accommodate passengers with mobility devices and other accessibility needs:

There is no additional charge for accessibility accommodations. Accessible vehicles are included at the same rate as standard vehicles for the same route and service type.

Service Animals

Border Limousine welcomes service animals in all of our vehicles without exception. In accordance with the AODA and the Ontario Human Rights Code:

• Service animals are permitted in all vehicle types at no additional charge.
• We do not require documentation or proof of a service animal's certification. If it is readily apparent that the animal is being used for reasons relating to a disability, or if the passenger provides a letter from a regulated health professional, the animal will be accommodated.
• Our chauffeurs will not refuse service based on the presence of a service animal.
• We ask that service animals remain under the passenger's control and on the floor or the passenger's lap at all times during the trip.
• If a chauffeur has a severe allergy to animals, we will make alternative arrangements to ensure both the passenger's and the chauffeur's needs are met.

Booking Accessibility Accommodations

To ensure we can best accommodate your needs, we encourage you to let us know about any accessibility requirements when you book. You can request accommodations by:

• Online booking: Use the "Special Requests" or "Accessibility Needs" field in our online booking form to describe your requirements.
• By phone: Call 1-855-552-5559 and inform our booking agent of your accessibility needs. Our agents are trained to assist you.
• By email: Send your booking request and accommodation needs to accessibility@borderlimo.com.

Accommodations we can arrange include:

• Wheelchair-accessible vehicles with ramps or lifts
• Extra time for boarding and alighting
• Assistance with luggage, mobility devices, and personal items
• Specific seating arrangements within the vehicle
• Door-to-door assistance from your building entrance to the vehicle
• Communication in alternative formats (large print, email, SMS)
• Advance route information and trip details

We ask for at least 48 hours' advance notice for accessible vehicle requests to ensure availability. However, we will always make our best effort to accommodate last-minute requests.

Website Accessibility

We are committed to ensuring our website is accessible to all users. Our site is designed to conform with the Web Content Accessibility Guidelines (WCAG) 2.1 Level AA standards. Key features include:

• Semantic HTML markup and proper heading hierarchy
• Descriptive alt text for all meaningful images
• Sufficient colour contrast ratios throughout the site
• Full keyboard navigability
• ARIA labels and roles for interactive elements
• Responsive design that works across devices and screen sizes
• Compatibility with popular screen readers and assistive technologies

If you encounter any accessibility barriers on our website, please contact us so we can address them promptly.

Contact for Accessibility Needs

If you have questions about our accessibility policies, need to request an accommodation, or wish to provide feedback on your experience, please reach out to us:

We welcome feedback from our passengers. If you have had an experience -- positive or negative -- related to accessibility, we want to hear about it. All feedback is reviewed and used to improve our services.

If you feel your accessibility rights have not been met, you may also contact the Accessibility Directorate of Ontario at 1-866-515-6636 (TTY: 1-800-268-7095) or visit ontario.ca/accessibility.