Accessible Air Travel
Thank you for attending the Accessible Air Travel Forum. We had a number of questions pre-registered and asked during the event. While we attempted to get through as many as possible, time constraints limited us. We’ve gathered your questions and our panelists have graciously provided responses below.Â
Questions and Answers
Air Travel Requirements Assessment Form
I have a question about the duration of an approved National Airlines Council of Canada Air Travel Requirements Assessment Form. Once approved for someone with a permanent disability, is it necessary to renew approval at some point?
Once completed and approved, our Accessibility Services team will confirm how long the approval is valid for. We will keep your documents on file for up to 3 years as required under the Accessible Transportation for Persons with Disabilities Regulations (ATPDR). The period your approval is valid depends on a number of factors and is decided by our medical team in coordination with your physician. – Air Canada
Assistance
I am an ambulatory SCI. Many or most airline websites ask for accessibility type (wheelchair, hearing, sight). I just want a little help at security and to board first. Currently, I seem to have to call the airline to explain my needs each time.
CATSA who operates security screening at all Canadian airports and is required to assist customers at security. They have a great program where individuals called facilitators who wear blue vests can assist you through security. Contact our accessibility services team and let us know that you have a non-visible disability and need to pre-board. We can add a remark on your booking so that your boarding zone shows as PRE for pre-boarding. Please see https://www.aircanada.com/ca/en/aco/home/plan/accessibility.html#/ for information about contacting accessibility services. – Air Canada
Boarding
I massively prefer a ramp, passageway, or lift for entering and exiting the aircraft. What is the communication method recommended to help avoid being carried in the aisle chair down stairs at the destination?
When booking on the Air Canada website, we provide a full boarding method disclosure for all of our destinations! Simply select your flights and select that you need wheelchair assistance (to/from the cabin seat) under the “Accessibility services” tab on the passenger info page and you’ll be advised on the boarding method for all airports in your itinerary. We work closely with our vendors at international airports to ensure they have equipment to assist customers when parked at a gate without a passenger boarding bridge, including the use of ramps and ambulifts. – Air Canada
Is it helpful to request transfer with the "EAGLE LIFT"?
The Eagle Lift is a great option for customers needing transfer assistance and are more comfortable using Hoyer lift for transfers in and out their mobility aid. The sling cradles the body reducing pressure spots during transfer. Contact us in advance to request the Eagle Lift and also have seats assigned that are compatible with the device. – Air Canada
What training is provided to ppl helping with wheelchair to airline seat transfers?
In Canada, Air Canada staff perform the transfers and receive rigorous in-person training on all of our different transfer methods. Additionally, our staff receive annual recurrent training that is hands on and complete in-person. – Air Canada
Are their new isle chairs in YVR? used a different much better one last month in Montreal?
Air Canada regularly updates and adds new assistance equipment to improve the customer experience and replace older equipment. Stay tuned for new equipment across our Canadian airports. – Air Canada
Getting on and off planes with stairs and unable to navigate them, what devices are available?
When booking on the Air Canada website, we provide a full boarding method disclosure for all of our destinations! Simply select your flights and select that you need wheelchair assistance (to/from the cabin seat) under the “Accessibility services” tab on the passenger info page and you’ll be advised on the boarding method for all airports in your itinerary. We work closely with our vendors at international airports to ensure they have equipment to assist customers when parked at a gate without a passenger boarding bridge, including the use of ramps and ambulifts. – Air Canada
Booking
Why do the airlines not have accessible air transportation on demand unlike able bodied transportation? Why do I have to wait for a specific agent to contact me back, why can’t any agent book it or I book it online?
Air Canada has several accessibility services that can be selected while booking your flight or added after booking by going to our website and selecting “Manage my booking”. Some things do require approval currently such as battery powered mobility aids and service dogs but we’re working to add more options so that customers can self-serve and travel more independently. Please stay tuned for news and updates as they enhancements are announced! – Air Canada
How long before flying should we book & also should we phone before the flight to remind the airlines? i don't know about WestJet but Air Canada has a nice separate accessible services office.
The further you book in advance, the better for sure! We understand that a lot of preparation goes into planning a trip outside of just booking the flight. Planning accessible hotels and transportation takes time so confirming your accessibility services with Air Canada in advance is always beneficial. We do ask for any service that requires approval such as battery powered mobility aids or service dogs, reach out to us at least 48 hours before your travel at the latest. We will do our best however to make every reasonable effort to accommodate requests made within 48 hours. – Air Canada
How to ensure mobility needs are addressed when making your own flight arrangements to ensure follow up from the air line to confirm the arrangements.
When booking on the Air Canada website, simply select your flights and check that the type of wheelchair assistance under the “Accessibility services” tab on the passenger info page. You’ll receive an email prior to travelling confirm the service you selected and whether you need to reach out to us or not. – Air Canada
Service Dogs
As many disabled people utilize service dogs during travel, with the new Cabin Ready Canines program from Air Canada and the subsequent negative reaction from the community, how can we feel safe trusting that this program is truly improving anything?
Cabin-Ready Canines is intended for service dogs that do not meet the training and certification requirements under the Accessible Transportation for Persons with Disabilities Regulations (ATPDR), and are not accepted for travel on domestic or international itineraries with Air Canada. There is currently no single, Canada-wide certification standard for owner-trained service dogs or for those trained outside of a non-ADI (Assistance Dogs International) or IGDF (International Guide Dog Federation) accredited program. In provinces where no government certification program exists. For customers whose dogs were not trained by an organization or an individual specializing in service dog training, our clear and seamless process opens the door for these customers. K-9 Country Inn was selected as our partner through a rigorous selection process by our Customer Accessibility team and Procurement team.
Please visit https://www.aircanada.com/ca/en/aco/home/plan/accessibility/service-emotional-support-dogs.html.html#/ for more information
Can a member of the Canadian Dog trainers Association qualify a service dog to fly?
Under the Accessible Transportation for Persons with Disabilities Regulations (ATPDR), Service dogs must have been individually trained by an organization or person specializing in service dog training. Not all members of the CDTA are specialized in training service dogs so only service dogs trained by someone who is can be accepted for travel on domestic or international itineraries with Air Canada. This is where the Cabin-Ready Canines program comes in, offering an avenue for services dogs that do not meet the training and certification requirements under ATPDR to become certified for travel with Air Canda.
Please visit https://www.aircanada.com/ca/en/aco/home/plan/accessibility/service-emotional-support-dogs.html.html#/ for more information
If you and your Service Dog were trained by a Private Trainer and are Certified by them do we still need to go through this?
Under the Accessible Transportation for Persons with Disabilities Regulations (ATPDR), Service dogs must have been individually trained by an organization or person specializing in service dog training. For customers whose dogs were not trained by an organization or an individual specializing in service dog training, the Cabin-Ready Canines offers a clear and seamless process for these customers.
Please visit https://www.aircanada.com/ca/en/aco/home/plan/accessibility/service-emotional-support-dogs.html.html#/ for more information
Re: cabin ready canines There has been several concerns raised about the new program for service dogs to access air travel. What transparency is available to explain the process that resulted in this version of the program?
Cabin-Ready Canines is intended for service dogs that do not meet the training and certification requirements under the Accessible Transportation for Persons with Disabilities Regulations (ATPDR), and are not accepted for travel on domestic or international itineraries with Air Canada. There is currently no single, Canada-wide certification standard for owner-trained service dogs or for those trained outside of a non-ADI (Assistance Dogs International) or IGDF (International Guide Dog Federation) accredited program. In provinces where no government certification program exists. For customers whose dogs were not trained by an organization or an individual specializing in service dog training, our clear and seamless process opens the door for these customers. K-9 Country Inn was selected as our partner through a rigorous selection process by our Customer Accessibility team and Procurement team.
Please visit https://www.aircanada.com/ca/en/aco/home/plan/accessibility/service-emotional-support-dogs.html.html#/ for more information
How was the Cabin-Ready Canines partner selected, what due diligence was undertaken, and how is Air Canada responding to concerns raised by members of the service dog community regarding the selected provider?
K-9 Country Inn was selected as our partner through a rigorous selection process by our Customer Accessibility team and Procurement team. Air Canada designed this program based on the owner-trained service dog assessment and certification models already used by the British Columbia, Alberta and Nova Scotia governments. For more details about the program, please visit the Cabin-Ready Canines website https://www.k-9countryinnservicedogs.com/cabin-readycanines-bonvoyageurcanin . You can also contact K‑9 Country Inn for information about required documentation and the assessment process.
Please visit https://www.aircanada.com/ca/en/aco/home/plan/accessibility/service-emotional-support-dogs.html.html#/ for more information
How does Air Canada ensure assessments are conducted objectively, free from conflicts of interest, and reflective of the diversity of service dog training pathways in Canada, including owner-trained service dogs?
K-9 Country Inn was selected as our partner through a rigorous selection process by our Customer Accessibility team and Procurement team. Air Canada designed this program based on the owner-trained service dog assessment and certification models already used by the British Columbia, Alberta and Nova Scotia governments. For more details about the program, please visit the Cabin-Ready Canines website https://www.k-9countryinnservicedogs.com/cabin-readycanines-bonvoyageurcanin . You can also contact K‑9 Country Inn for information about required documentation and the assessment process.
Please visit https://www.aircanada.com/ca/en/aco/home/plan/accessibility/service-emotional-support-dogs.html.html#/ for more information
What is the rationale for re-certification requirements, and are there opportunities to recognize alternative training, testing, and certification models?
Air Canada designed this program based on the owner-trained service dog assessment and certification models already used by the British Columbia, Alberta and Nova Scotia governments which includes a recertification component to ensure the dog maintains good public behavior, health and specialized task skills required to assist their handler. Air Canada recognizes government‑certified service dogs from British Columbia, Alberta and Nova Scotia so for individuals that have this already, there’s no need to go through the Cabin-Ready Canine program!
Please visit https://www.aircanada.com/ca/en/aco/home/plan/accessibility/service-emotional-support-dogs.html.html#/ for more information
General Accessibility
How will you keep up in demand of an aging population with mobility issues?
The Canadian Airports Council members have begun to explore ways to ensure we are ready for increased demand, and it is identified within our RoadMap. One of our key priorities is dignity and empowerment, to provide services and facilities that recognize and respect all user needs, and that empower people. The aspirational RoadMap is intended to spark planning and innovation and accessibility for all is one of the core principles of the plan. innovation and accessibility for all is one of the core principles of the plan.- Canadian Airports Council
Please check out our accessibility plan for all the information on the amazing initiatives that are currently under way and planned for the next 3 years. We continue to add new services and strengthen existing ones to provide the best experience for customer’s with accessibility needs. One of our main priorities is offering services that focus on the independence of our customers, allowing customers to choose self-serve options if they wish. – Air Canada
https://www.aircanada.com/ca/en/aco/home/plan/accessibility/accessibility-plan.html#/
How are airports and airlines addressing the need for adult-sized change tables, ceiling lifts, and other supports for travellers with high personal care needs?
In a very recent poll, there are many airports that have identified installation of adult-sized change tables in current and future building renovation plans. The importance of the change tables and other supporting infrastructure is understood and airports are actively sharing practises and lessons learned to provide services as quickly as possible. – Canadian Airports Council
We’re seeing more and more airports add universal changerooms with adult-sized change tables, we’re consistently advocating to our airport partners to add more accessible infrastructure for our customers. We’re also advocating with our industry partners, airframe manufactures like Boeing and Airbus as well as those that build cabin interior products to build more inclusive products. Top of our list is more accessible lavatories and larger cargo door sizes to accommodate all sizes of mobility aids.
Check out our accessibility plan for more information https://www.aircanada.com/ca/en/aco/home/plan/accessibility/accessibility-plan.html#/Â – Air Canada
Are there plans to expand accessibility support services such as pre-travel consultations, accessibility specialists, accommodation records, terminal tours, or centralized information resources?
Terminal tours are provided by some of the airport members and centralized information has been recommended within our ambitious Road Map. – Canadian Airports Council
lease check out our accessibility plan for all the information on the amazing initiatives that are currently under way and planned for the next 3 years. https://www.aircanada.com/ca/en/aco/home/plan/accessibility/accessibility-plan.html#/ Also check out our accessibility page for a centralized source of information on all of the services we currently offer www.aircanada.com/accessibility
We currently have tours partnered with SCI Ontario and BC at Toronto and Vancouver airport! – Air Canada
How can airports better co-design services with people with disabilities so that accessibility is embedded across the entire passenger journey, not added as an accommodation at individual touchpoints? What opportunities exist for travellers with disabilities to provide feedback, participate in consultations, and help shape future accessibility improvements?
Airports have accessibility committees and multi-year accessibility plans where community engagement and lived experience feedback is an integral part. Engaging with our customers and our community are key aspects of co-creating the end to end experience to ensure we are embedding accessibility from the start and also working to improve services throughout the passenger journey. Please contact your local/area airport to express interest in joining the airport accessibility committee.
What groups are responsible for accessibility at airports; airport authorities? Are they required to follow national standards?
The airport authority is responsible for adhering to federal regulation such as the APTDR related to accessibility training and services. Air carriers have separate obligations under the federal regulations.
How is consistency maintained when accessibility services are delivered by a combination of airline employees, contractors, and airport staff?
This has been identified as a challenge and constraint by all providers and accessibility committee members. The Council of Canadians with Disabilities has created a Transportation Industry Reference Group in order to dig into these challenges, identify gaps and come up with some suggestions to be implemented by all. This work is ongoing. – Canadian Airports Council
Within Canada, all of our services are performed by our own employees, something unique in the aviation industry. We have robust training that is done in-person and hands on, shaped by consultation with the disability community. Additionally, our training for those assisting customers with disabilities as well as those handling mobility aids is refreshed annually in-person. – Air Canada
Accessibility services within the national transportation network are often delivered by a combination of airline employees, contractors, and airport personnel. Regardless of who provides the service, transportation service providers are responsible for meeting their accessibility obligations under the ATPDR. To support a seamless handoff between different entities, regulations require transportation service providers to ensure that employees and contractors who interact with the persons with disabilities or provide accessibility-related services receive training appropriate to their responsibilities within 60 days of assuming their duties. Personnel must also receive refresher training at least once every three years.
Transportation service providers are also responsible for overseeing the work of contractors to ensure that services are delivered in a manner that complies with regulatory requirements. The Agency promotes compliance through education, guidance, inspections, and enforcement activities, all of which help to ensure that travellers receive accessible services regardless of which organization or individual is providing assistance. – CTA
What services currently exist to help travellers understand, plan, and navigate accessible travel, particularly first-time travellers or those with complex needs?
When making an airline booking, a traveller is to identify their accessibility need and request support – this will provide support at checkin, through security, and to the gate, and then off the aircraft from the gate to the baggage. Support from the curb to the check in counter is provided by the airport and you can contact the airport that you are departing from and arriving at, in order to arrange support. I suggest that travellers look at airports website’s accessibility page for more information. – Canadian Airports Council
Please check out our accessibility page for a centralized source of information on all of the services we currently offer www.aircanada.com/accessibility The airport wheelchair assistance tab includes pictures and videos to help you plan for your trip and the pick the type of assistance that works best for you. Travelling with a manual or battery powered wheelchair, check out the personal mobility aids tab for information about travelling with one. – Air Canada
The Agency provides a range of resources to help travellers with disabilities understand their rights and prepare for travel. These resources include guidance materials and plain-language information explaining the accessibility obligations of transportation service providers and the accommodations that may be available to travellers. The Agency’s “Take Charge of Your Travel” guide offers practical advice on planning a trip, communicating accommodation needs to the transportation service provider, travelling with mobility aids or service dogs, and addressing accessibility issues that may arise during travel.
Transportation service providers also publish information about their accessibility services, accommodation processes, and feedback mechanisms through accessibility plans required under the ATPRR. For travellers with complex needs, early communication with carriers, at least 48 hour in advance, can help ensure that appropriate accommodations are set up in advance of travel and that support is available throughout the traveller’s travel journey. – CTA
For CATSA, members of the public can find information on our external website to better prepare for their travel journey:Â Travel Tips – CATSA
.How are survey results, traveller experiences, and community feedback incorporated into ongoing accessibility planning and decision-making?
Feedback is gathered and incorporated into the accessibility plans and through accessibility committee consultation. – Canadian Airports Council
Please have a look at our accessibility plan which highlights all of our commitments for the next 3 years and also speaks to how we consult the disability community and involve them in the design of our services and training. https://www.aircanada.com/ca/en/aco/home/plan/accessibility/accessibility-plan.html#/Â – Air Canada
The Agency takes into account information from a variety of sources when assessing accessibility issues and identifying gaps. We receive feedback through public consultations, stakeholder engagement activities, and discussions with disability organizations all of which help inform the development of regulations, guidance material, and policy initiatives. The Agency consults with its Accessibility Advisory Committee, which provides advice on accessibility matters from the perspectives of persons with disabilities and industry stakeholders. In addition, issues that arise in the context of accessibility complaints and dispute resolution cases provide valuable data that help identify recurring barriers and systemic issues within the federal transportation network. Transportation service providers subject to the ATPRR are also required to establish feedback processes and report on consultations with persons with disabilities as part of their accessibility planning and reporting obligations. All of these sources of information help ensure that the lived experiences of persons with disabilities continue to inform accessibility improvements across federally regulated transportation system. – CTA
Information on how feedback was incorporated into CATSA’s Accessibility Plan 2026 to 2029 is available at the following link: Consultations – CATSA
CATSA maintains consultations with members of the accessibility advocacy community, and persons with lived experience, throughout accessibility planning and decision-making.
CATSA collects and reviews accessibility-related claims and complaints data from travellers to identify opportunities for improvement in our training, operational procedures, and built environment on an on-going basis. – CATSA
We are hoping to make our first trip since I have been a wheelchair user. Are there specific items or issues that I should consider before making formal plans?
Congratulations on your first upcoming trip! If you’re travelling with Air Canada, I highly suggest checking our accessibility page www.aircanada.com/accessibility for information about all the services we provide. Specifically, check the tab for “Personal mobility aids” as well as “Airport wheelchair assistance” for info and videos on how we can assist you on and off the aircraft. If you’re travelling with a battery powered wheelchair or require a support person to travel with you, please reach out to Accessibility Services team! Contact info is provided on our accessibility page.
How to access disability assistance services
Please check out our accessibility page for a centralized source of information on all of the services we currently offer www.aircanada.com/accessibility – Air Canada
As a paraplegic chest down paralysed I have put lot of weight around 220lb. Is it possible for me to get assistance from the airlines?
Absolutely! Regardless of your weight, we have dedicated trained staff who will can assist you. I highly suggest checking our accessibility page www.aircanada.com/accessibility for information about all the services we provide. Specifically, check the tab for “Personal mobility aids” as well as “Airport wheelchair assistance” for info and videos on how we can assist you on and off the aircraft so you can make an informed decision. If you’re travelling with a battery powered wheelchair or require a support person to travel with you, please reach out to Accessibility Services team! Contact info is provided on our accessibility page. – Air Canada
Hope you will also be addressing temporary disabilities due to severe injury or surgeries.
All of our accessibility services offered are available for anyone who needs them including those with visible and non-visible disabilities, those with chronic conditions as well temporary disabilities from illness, injury and surgery. Please check our website www.aircanada.com/accessibility for more info on the services we offer. – Air Canada
How are accessibility needs addressed during delays, overnight stays, and other travel disruptions, including access to accessible hotels, transportation, and replacement equipment?
Our airport teams are here to support you during delays and cancellations. Customer’s with accessibility services are prioritized when rebooking flights. During disruptions that add overnight stays, are team will coordinate with local hotels to confirm availability of accessibility rooms that fit your needs. Hotel shuttles are widely not accessible, something we continue to advocate for in the industry, we’re happy to provide taxi/limo vouchers to use for accessible vehicles. In the event of damage or delay to your mobility aid, we partner with a company called Scootaround that operates worldwide and can provide rental, repair and replacement services free of charge. Passengers also have the right to use their own service provider for repairs if they prefer. – Air Canada
I’m a stroke survivor that cannot walk long distances… I do have the sunflower lanyard but how can I ensure support from the Airlines in helping me and my caregiver get to terminals .etc.
Please check out our accessibility page for a centralized source of information on all of the services we currently offer www.aircanada.com/accessibility
We can provide wheelchair assistance for long distance as well as pre-boarding for anyone who needs it. The sunflower lanyard is a great way to discreetly let our staff know that you may need a little extra time and support. For assistance getting into the terminal from the parking garage or curb, check your local airport’s website for information as they provide assistance from there to our check-in counters. You can also give us a call to let us know you have a non-visible disability and we can add a remark on your booking so that your boarding zone shows as PRE for pre-boarding.
– Air Canada
How are the accessibility needs of parents and caregivers with disabilities being considered throughout the travel experience?
Please have a look at our accessibility plan which highlights all of our commitments for the next 3 years and also speaks to how we consult the disability community and involve them in the design of our services and training. https://www.aircanada.com/ca/en/aco/home/plan/accessibility/accessibility-plan.html#/
We also have accessibility specific feedback channels if you have feedback on our plan or accessibility at Air Canada in general https://www.aircanada.com/ca/en/aco/home/plan/accessibility.html#/
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– Air Canada
What opportunities exist for travellers with disabilities to provide feedback, participate in consultations, and help shape future accessibility improvements?
Please check out our accessibility plan for all the information on the amazing initiatives that are currently under way and planned for the next 3 years https://www.aircanada.com/ca/en/aco/home/plan/accessibility/accessibility-plan.html#/
– Air Canada
Travellers with disabilities have a number of different ways to contribute to the development and improvement of accessible transportation.
The Agency regularly consults with persons with disabilities, disability organizations, industry stakeholders, and the public when developing or reviewing accessibility regulations, guidance material, and policy initiatives.
The Agency also works with the Accessibility Advisory Committee (AAC), which consists of representatives from the disability community and transportation industry, to inform policy decisions, and consult on new regulations, codes of practice, and systemic barriers.
Finally, federally regulated transportation service providers are required under the Accessible Transportation Planning and Reporting Regulations (ATPRR) to establish accessible feedback processes and to publish accessibility plans and progress reports.
Travellers with disabilities can directly submit feedback regarding barriers to any transportation service provider or airport, and those providers must document and address these inputs in their public progress reports.
All of these mechanisms provide opportunities for persons with disabilities to share their experiences, identify barriers, and suggest improvements. Travellers may also raise concerns through the Agency’s accessibility complaint resolution processes, which help identify systemic issues and inform future accessibility initiatives. – CTA
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Members of the public can find information on the ways to provide feedback on CATSA’s accessibility programs through the following link: Accessibility Feedback – CATSA. Feedback may be submitted anonymously. Feedback is taken into consideration for accessibility planning and the development of accessibility improvements. – CATSA
How is substantive compliance assessed beyond the publication of accessibility plans and reports, particularly regarding consultation, usability, and accessibility outcomes?
The Agency is responsible for ensuring transportation service providers (TSPs) are in compliance with the Accessible Transportation Planning and Reporting Regulations (ATPRR) and Accessible Canada Act (ACA). Broadly speaking, the ATPRR sets out the following:
· Who is captured under the ATPRR;
· When TSPs are to publish their accessibility plans and progress reports;
· What needs to be addressed in the TSP’s accessibility plan, feedback process and progress report;
· How those documents need to be published; and
· That TSPs consult persons with disabilities when preparing their accessibility plans and progress reports.
The ACA and ATPRR do not set out specific content requirements for a TSP’s accessibility plans or progress reports. This flexibility allows TSPs to develop plans, progress reports, and policies in a way that works best for their organization.
Regarding consultations, the Agency ensures that the details published under the consultation heading reflect how the TSP consulted with persons with disabilities during the preparation of their plan. TSPs are always reminded to consult Agency guidance on this matter. They are advised to provide specific information regarding who was consulted (individuals, groups, organizations, etc.); how many persons and organizations were consulted; and how, when, and on what topics the consultations took place.
In addition to enforcing TSP obligations under the Accessible Transportation for Persons with Disabilities Regulations (ATPDR), over the past three years, the Agency’s enforcement team has reviewed the accessibility plans and progress reports of all TSPs subject to the ATPRR taking measures that have resulted in a very high compliance rate with the ATPRR. – CTA
Children
Have you considered that some of us are parents to and travel with young children and how are you making our travelling experience more accessible? How are the accessibility needs of parents and caregivers with disabilities being considered throughout the travel experience?
Very recently we have started conversations with some researchers in order to drive awareness on the needs and gaps. While this work is in the early stages, we would welcome any additional insights and feedback. – Canadian Airports Council
Please check out our accessibility plan for all the information on the amazing initiatives that are currently under way and planned for the next 3 years https://www.aircanada.com/ca/en/aco/home/plan/accessibility/accessibility-plan.html#/Â – Air Canada
Airline approved seating for children with special needs. They are expensive. Is there legislation for airlines to provide them or at least rent one?
There is currently no legislation requiring airlines to provide or rent specialized seating for children with disabilities.- Air Canada
Mobility Devices
What improvements are being considered regarding replacement equipment, claims processes, and technology that would allow passengers to track or confirm the status of their mobility device during travel?
Currently, mobility aids can be tracked via the Air Canada app to get automatic notifications for tracking updates including being loaded and offloaded. If you don’t have the app, we also send email confirmation to let you know when your mobility has been loaded and offloaded. In the event of damage or delay to your mobility aid, we partner with a company called Scootaround that operates worldwide and can provide rental, repair and replacement services free of charge. Passengers also have the right to use their own service provider for repairs if they prefer. After opening a claim, you’ll receive email updates on the status of your claim including delivery updates for a delayed mobility aid. – Air Canada
Every airline has their own unique process and labeling requirements for gate-checked wheelchairs. Are there plans to put in place a universal standard?
That’s a great call out, it’s tricky navigating all of the different airline policies and procedures. We’ve adopted a gated item overlay for gate-checked wheelchair and mobility aids. This overlay highlights the importance of the item and ensures it gets returned back to the door of the aircraft on arrival. Other airlines have adopted this process including American Airlines and British Airways, we continue to advocate for this great process to be adopted widely. – Air Canada
Currently, the Accessible Transportation for Persons with Disabilities Regulations (ATPDR) establish requirements related to the handling, transportation, and storage of mobility aids, including wheelchairs. However, the regulations do not establish a single industry-wide process or standardized labeling system for gate-checked wheelchairs. As a result, air carriers may use different operational procedures and identification tags.
The Agency is aware that consistency in wheelchair handling is an important concern for travellers with disabilities. In 2022, a comprehensive report entitled Safe Securement and Containment of Mobility Aids in the Cargo Compartment (Phase 2) was published to establish industry-wide best practices for preventing damage during transit. The report found that airlines currently use different mobility aid information forms and that the information requested is not standardized. The report concluded that this variability can create challenges for ramp handlers and may contribute to communication gaps and handling errors. The report recommended further development of the Mobility Aid Passport and Mobility Aid Handling Checklist to improve consistency across the air travel system.
The Agency, in collaboration with Transport Canada, engaged the National Research Council to develop a practical job aid for ground handlers, check-in agents, and airline personnel. The job aid includes reference materials, such as stickers, cards, and posters, that outline standard procedure for safely handling mobility aid. The Agency recently published the job aid study entitled Design of a job aid for airline handlers, on its website.
The Agency continues to work with persons with disabilities, industry stakeholders, and government partners to identify opportunities to improve the safe handling of mobility aids. – CTA
What about the changes that airlines are making regarding liability and responsibility for damaged wheelchairs and mobility aids?
Air Canada does not enforce maximum liability in the event that your mobility aid is destroyed or lost. We will replace it with a comparable model of your choosing. – Air Canada
Seating
What accommodations are available for passengers who require additional space, bulkhead seating, front-of-cabin seating, or proximity to lavatories due to disability-related needs?
We’re happy to assist customers with specific seating requirements, please check our website https://www.aircanada.com/ca/en/aco/home/plan/accessibility/seating-options.html#/ for information on this service. Medical approval may be required depending on the type of accommodation. For additional space, please contact our Accessibility Services team to go through the requirements. It will depend on your destination as there are specific Canadian regulations that only apply to trips within Canada compared to US and international itineraries. – Air Canada
Some focus on wheelchair travel, rights to certain areas of a plane, such as bulkhead, support persons (fees-paid, free, seat placement) etc.
We’re happy to assist customers with specific seating requirements, please check our website https://www.aircanada.com/ca/en/aco/home/plan/accessibility/seating-options.html#/ for information on this service. Medical approval may be required depending on the type of accommodation. For additional space, please contact our Accessibility Services team to go through the requirements. It will depend on your destination as there are specific Canadian regulations that only apply to trips within Canada compared to US and international itineraries. –Â Air Canada
Security
Why do agents swab our hands & chairs at security check?
 Information on security screening, including additional screening, is available at the following link on CATSA’s website: Security Screening – CATSA
Support Person
Do the airlines give caregivers a discount, or does it depend on the airline? What type of documentation is needed if any?
Support person or safety attendants can be arranged through our Accessibility Services team, see our website https://www.aircanada.com/ca/en/aco/home/plan/accessibility/support-person.html#/ for more information. Discounted tickets are available for travel within Canada and the US, medical approval is required and the forms are available on our website. – Air Canada
Is it possible to have the one person once fare to include international travel as long as one is using Canadian airlines?
The regulation for one passenger, one fare (1P1F) is part of the Accessible Transportation for Persons with Disabilities Regulations (ATPDR) and only covers Canadian airlines for travel within Canada. The regulations unfortunately cannot be applied to international airlines so international travel is not included. Air Canada does offer discounted fares for travel to/from the US. – Air Canada
General Travel
Insurance for health conditions??
Travel medical insurance for individuals with disabilities travelling outside Canada can be purchased from the same sources that individuals without disabilities use. Some of the most common sources are financial institutions, credit card companies, various general insurance companies that sell home, vehicle or life insurance, travel agents and CAA to name a few. Some policies won’t cover a reoccurrence of a recent health issue until 6 months later but some companies will cover you after only 3 months since the last reoccurrence.
Wanted to travel Vancouver and east coast looking for accessible hotels
Many main stream travel and hotel booking sites such as Trip Advisor, Expedia, Travelocity, and booking.com etc. will allow you to filter your hotel search based on wheelchair accessibility. However this information is not always 100% accurate, therefore you should always call the hotel to confirm before making your booking online through a third party website.
Why are non-lithium batteries for scooters (go-go-sport travel scooter) required to be separated from the scooter and stored separately? I traveled twice so far this year: Porter stored the battery in the cabin under the seat in front of me, while WestJet stored it beside the scooter in the baggage compartment.
For information on how individual airlines handle battery storage you need to connect with the airline. For general guidelines see https://www.catsa-acsta.gc.ca/en/what-can-bring/guidelines-batteries
For most airlines, non-lithium batteries (like Sealed Lead Acid (SLA) or Gel cell batteries) do not need to be removed from your mobility device as long as they are securely attached. However, they must be disconnected and their terminals protected against short circuits to prevent the device from accidentally turning on in the cargo hold.
Lithium-ion batteries are required in the cabin so passengers and crew can immediately spot, access, and extinguish a battery fire.
- Immediate Response: Cabin crew are trained to handle battery fires. If a battery smokes or catches fire, flight attendants can quickly deploy water and fire-containment bags.Â
- Detection: Passengers and crew can actively monitor devices for warning signs like extreme heat, swelling, or sizzling.Â
- Inadequate Cargo Suppression: The fire suppression systems in airplane cargo holds are designed for larger, smoldering fires and are generally ineffective against the intense, self-sustaining chemical heat of a lithium-ion fire
What is adequate replacement for missing or damaged mobility devices. Several years back we flew to Dublin from Ottawa via Toronto. My scooter was left at the gate in Toronto. They brought it over two days later (their next flight). In the meantime they lent us a manual transfer wheelchair to use. Should they not have rented us a travel scooter?
When a mobility device is lost, damaged, or delayed during air travel, an adequate replacement means more than simply providing “a wheelchair.” The replacement should allow the traveler to maintain as much independence, comfort, and safety as possible until their own device is repaired or replaced.
In Canada, airlines have obligations under the Accessible Transportation for Persons with Disabilities Regulations (ATPDR), administered by the Canadian Transportation Agency (CTA). If a mobility aid is damaged, destroyed, or lost while in an airline’s care, the carrier must repair or replace it at their expense. If it cannot be repaired immediately, the airline must provide a suitable temporary replacement.
What makes a replacement adequate?
An adequate replacement should:
- Meet the traveler’s functional needs as closely as possible.
- Be safe and appropriate for the individual’s disability.
- Allow the traveler to carry out daily activities with minimal disruption.
- Be available for use until the original device is repaired or a permanent replacement is provided.
Factors airlines should consider
Because no two mobility devices are the same, an adequate replacement depends on the person’s specific needs, including:
- Type of mobility device (manual wheelchair, power wheelchair, scooter, walker, etc.)
- Size and fit to accommodate the user’s body dimensions.
- Weight capacity appropriate for the individual.
- Pressure-relieving cushions or specialized seating systems.
- Postural supports such as headrests, lateral supports, or positioning belts.
- Power functions, including tilt, recline, seat elevation, or standing features, if these are essential to the person’s mobility or health.
- Controls that the traveler can operate independently.
- Accessories such as elevating leg rests, oxygen holders, trays, or other medically necessary attachments.
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When a standard wheelchair is not adequate
For many travelers, a basic hospital-style wheelchair is not an adequate replacement. It may be inappropriate if the person:
- Uses a customized seating system.
- Requires powered mobility for independence.
- Needs specialized positioning to prevent pain or pressure injuries.
- Cannot self-propel a manual wheelchair.
- Relies on power seating functions for transfers, pressure relief, or medical needs.
In these cases, the airline should work with the traveler to obtain a temporary device that more closely matches their functional requirements.
If no suitable replacement is immediately available
If an airline cannot provide an adequate temporary mobility device right away, it should:
- Arrange for prompt repair of the damaged device where possible.
- Obtain an appropriate rental or loaner device.
- Cover reasonable expenses associated with securing an appropriate replacement.
- Communicate regularly with the traveler about repair or replacement timelines.
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Tips for travelers
Before flying:
- Photograph your mobility device from multiple angles.
- Record the make, model, serial number, and any custom features.
- Remove detachable accessories when possible.
- Carry written information describing essential features of your device and why they are medically necessary.
- Inform the airline in advance if your device has specialized functions.
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If your device is damaged:
- Report the damage before leaving the airport whenever possible.
- Request a written damage report.
- Clearly explain what features a temporary replacement must have to meet your needs.
- Keep receipts for any expenses related to obtaining suitable mobility equipment.
- If the issue is not resolved, you can file a complaint with the airline and, if necessary, with the Canadian Transportation Agency (CTA).
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Key takeaway
An adequate replacement is not simply any mobility device—it is one that enables the traveler to function safely and independently in a way that is as close as possible to their own equipment. Because many mobility devices are highly customized, airlines should consult with the traveler to determine what constitutes an appropriate temporary replacement rather than assuming a standard wheelchair will suffice.
