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Accessibility services

Our accessibility services

We’re committed to providing the highest quality of service to all our customers and to making our commitments to customers with disabilities readily available. To this end, we have outlined the key elements below that matter most to you, our valued customer.

You are entitled to certain accommodations and services under the “Accessible Transportation for Persons with Disabilities Regulations” (SOR/2019-244).

As a Canadian carrier, Air Canada is subject to Parts 1, 2 and 3 of this regulation for all flights it operates to, from and within Canada. This addresses areas such as communication, self-service kiosks, training, services, and accessible equipment and aircraft.

For more information about accessible transportation for persons with disabilities on Air Canada operated flights, please contact Air Canada Reservations.

Air Canada is also subject to the U.S. Department of Transportation's Rule on "Non-Discrimination on the Basis of Disability in Air Travel" (link 14 CFR Part 382) applicable to the services we offer to customers with disabilities who:

  • Are travelling on a flight between Canada and the United States; or
  • Have purchased a ticket for an Air Canada operated flight through an U.S. based airline, where the ticket bears the code of the U.S. airline, e.g. UA7811

Unless otherwise noted, all services outlined on this page only apply to flights operated by Air Canada, Air Canada Rouge, and Air Canada Express*. For flights operated by another airline, including those purchased via Air Canada, please contact the operating carrier directly to learn about their service policies.

*Air Canada Express refers to flights operated by Jazz Aviation LP, Sky Regional or Exploits Valley Air Services Ltd.

Alternate format documents

We’re pleased to provide you with communications in an accessible format throughout your travel.

Here is a list of key documents that you may find helpful.

Topic Documents
Baggage
Lost and found information ACF193-1
Customer satisfaction
Customer support information ACF008
Emotional support animal
Acknowledgement and confirmation of animal behaviour form ACF51018A
Medical/mental health professional form ACF5018B
Veterinary health form ACF5018C
Interrupted flight
Interrupted trip information ACF605
Medical approval
Fitness for air travel form ACF5002
Notices under the Air Passenger Protection Regulations
Long delay and cancellation notice ACF519
Notice of denied boarding ACF520

Assistance services

In addition to the services we provide on Air Canada operated flights, which are outlined in each dedicated section, upon request, we are also pleased to offer the following services to make your journey better. We can assist you with:

  • Checking in at the check-in counter
  • Advancing to the front of the line at a check-in or ticketing counter if you are unable to use an automated self-service kiosk or other automated check-in or ticketing process
  • Proceeding through security screening at the terminal
  • Proceeding to the boarding area after check-in
  • Making periodic enquiries about your needs and attending to them
  • Boarding and disembarking
  • A personal briefing of any announcements made on board
  • Storing and retrieving your carry-on baggage
  • Accessing our in-flight entertainment system
  • Proceeding through border clearance
  • Retrieving your checked baggage
  • Proceeding to the general public area upon disembarkation, to a location where terminal personnel may assist you with proceeding to the curbside zone or in finding your connecting flight

You can request any of these services upon arrival at the airport or on board your flight.

Hearing

We make every effort to assist customers who are deaf or with hearing loss. We offer several accessible means of contacting us for reservation-related matters:

TTY: If you have a teletypewriter (TTY), you can contact us with a few simple steps:

  1. Dial 711.
  2. After the operator gives you the go ahead, type in 1-833-984-0896 and then type GA.
  3. The operator will dial the number for you and will let you know as soon as someone answers the call.
  4. You will then proceed to use teletype to communicate with the operator, and the operator will act as a translator to Air Canada.

Video Relay:

  1. Open the Video Relay Service application of your choice on your device and enter 1-833-984-2045.
  2. A video conference call will start between you and the relay operator, and the relay operator will then communicate via audio with Air Canada.

Note: If you declare yourself not link self-reliant you are required to travel with a support person.

If you are a person with both severe hearing loss and severe low vision, you are required to contact the Air Canada Medical Assistance Desk at least 48 hours before departure to obtain approval for travel. We will, however, make a reasonable effort to accommodate requests made within 48 hours.


On board the aircraft

While on board, our cabin crew will provide you with the following assistance:

  • Advise you of all information provided to other customers in a timely manner, for example procedures for take-off and landing, announcements, and meal and beverages services.
  • Provide an individual safety briefing prior to flight departure.

Onboard accessible features

All our in-flight safety videos have closed captioning. In addition, some of our aircraft have an in-flight entertainment system (IFE) readily accessible with closed captioning for customers who are deaf or have hearing loss.

Find a list of aircraft with accessible IFE systems below:

Aircraft type Accessible IFE system
Air Canada
Boeing 777-300ER (77W) green check mark
Boeing 777-200LR (77L) green check mark
Airbus A330-300 (333) green check mark (on select aircraft only)
Boeing 787-9 (789) green check mark
Boeing 787-8 (788) green check mark
Airbus A321-200 (321) red x mark
Boeing 737 MAX 8 (7M8) green check mark
Airbus A220-300 (223) green check mark
Airbus A320-200 (320) red x mark
Airbus A319-100 (319) red x mark
Air Canada Express
Embraer E175 (E75) red x mark
Bombardier CRJ900 (CR9) red x mark
Bombardier CRJ200 (CRJ) Does not have an IFE system
De Havilland Dash 8-400 (DH4) Does not have an IFE system
De Havilland Dash 8-300 (DH3) Does not have an IFE system
Beechcraft (BEH1900) Does not have an IFE system
Air Canada Rouge
Rouge Boeing 767-300ER (763) green check mark (using a personal device)
Rouge Airbus A321-200 (321) green check mark (using a personal device)
Rouge Airbus A320-200 (320) green check mark (using a personal device)
Rouge Airbus A319-100 (319) green check mark (using a personal device)

Medical approval

Air Canada has identified certain medical conditions that can be potentially aggravated by high altitude and has set up the following procedures to ease your travel experience.

In addition to the requirements outlined in each dedicated section for accessible services provided by Air Canada, you are required to provide medical approval under certain circumstances.

You are required to provide a link medical certificate before travelling if:

  • You have an infectious or contagious disease, e.g. coronavirus, tuberculosis, or chickenpox, that could pose a direct threat to the health or safety of others on your flight.
  • There is medical reasonable doubt that you can complete the flight safely without requiring extraordinary assistance during the flight.

Alternatively, we recommend that you ask your treating physician to complete Section 4 of the Fitness-for-Travel form.

You are required to provide the Fitness-for-Travel form completed by your treating physician before travelling if any of the medical conditions below apply to you.

Medical conditions:

  • You have an infectious or contagious disease, e.g. coronavirus, tuberculosis, or chickenpox, that could pose a direct threat to the health or safety of others on your flight
  • There is medical reasonable doubt that you can complete the flight safely without requiring extraordinary assistance during the flight
  • You have severe anaemia, e.g. hemoglobin level below 90 g/L
  • You have recently suffered a major fracture, or a cast was placed on a part of your body within 48 hours of your scheduled flight
  • You have a cognitive impairment, e.g. Down syndrome, Alzheimer's disease
  • You’ve had a seizure within 4 weeks of your scheduled flight
  • You have chronic obstructive lung disease, e.g. emphysema, or a chronic heart condition
  • You’re travelling with an infant aged 7 days or less, a premature infant, or an infant less than 12 months old with a significant medical condition, who has recently undergone medical treatment
  • You have suffered from a recent major medical incident, e.g. stroke, respiratory failure
  • You’ve had an incident on board a previous flight or at the airport and may require medical attention
  • You’ve undergone surgery within 4 weeks of your scheduled flight
  • You have had thrombophlebitis, e.g. blood clots in your veins, in the 2 weeks preceding your scheduled flight

You can request medical approval by following the steps below at least 48 hours before departure:

  • Print a copy of the Air Canada Fitness-for-travel form and:
    1. Complete ‘Section A’ by entering your name, contact information and flight details
    2. Have your treating physician complete all other sections that apply to your medical condition
  • Email us your completed form or your medical certificate at acmedical@aircanada.ca or fax it to 1-888-334-7717 or 514-828-0027:
    1. Make sure the subject line of your email contains your date of travel (day/month/year), family and first name, and Booking Reference, e.g. 26/SEPT/2020, Jones, Mary, N3EI4E
    2. Provide a telephone number where we can reach you should we need more information
  • The Air Canada Medical Assistance Desk will review your request and confirm if you are deemed fit for travel.
  • We will offer to keep your completed form on file for 3 years.

Mobility aids

We make every effort to assist customers who are travelling with a wheelchair or any other mobility aid, and we ensure all mobility aids are handled with priority.

If you’re travelling with a battery-powered mobility aid, e.g. wheelchair or scooter, we ask that you:

  • Familiarize yourself with your mobility aid.
  • Contact the Air Canada Medical Assistance Desk at least 48 hours before your departure, to provide the height, width, weight and battery type of your mobility aid, so we can ensure it fits through the cargo door of the aircraft you are flying on. Air Canada will, however, make a reasonable effort to accommodate requests made within 48 hours.
  • Arrive at the airport and check in at least 30 minutes in advance of the recommended check-in time.
  • Remove any removable parts from your mobility aid and package them in your carry-on.
  • Complete the Powered mobility aid information form.
  • Note: In the event that your mobility aid will not fit through the cargo door of the aircraft you are flying on, we will advise you of the available options to travel on an alternate flight/date, or different routing that can accommodate your mobility aid. If you accept this alternative itinerary, you will be charged the lower fare of the two trips.

Small assistive devices

Medically required mobility and assistive devices will be accepted and carried in the cabin, free of charge, provided they can be safely stowed. Example of these devices are: braces, canes, crutches, walkers, prostheses, and communication devices such as augmentative and alternate communication (AAC) devices.

If the device cannot be safely stowed, it will be transported in addition to your checked baggage allowance, free of charge.

Powered mobility aid information form

Find the steps on how to complete the Powered mobility aid information form below:

  1. Complete and print two copies of our Powered mobility aid information form.
  2. Attach one copy of the form to your mobility aid. It will serve as a useful handling guide.
  3. Keep the other copy readily available as a backup.
  4. If you do not feel comfortable printing and completing the form at home, you may request a form at the airport and complete it there. If possible, bring a picture of your mobility aid so that it can be attached to the form.

Disassembly, packaging, and reassembly

When required, we will disassemble your battery-powered mobility aid, package it and reassemble it upon arrival. For this:

  • We ask that you bring along any instructions or special handling requirements that could help us with the disassembly and reassembly of your mobility aid. This information needs to be included in the Powered mobility aid information form.
  • Bring along any specialized tools normally used to disassemble/reassemble your mobility aid.
  • We may need to remove and pack batteries separately if the battery is not secured. Spillable batteries will also have to be removed if we need to tilt the mobility aid during the loading or stowing process. Note that policies for spillable batteries vary from one carrier to another. If you are making a connection to another airline, please contact the operating carrier for information on their policy.

Size restrictions

When travelling with your own mobility aid, you need to make sure it fits through the cargo door of the aircraft. The Air Canada Medical Assistance Desk is available to help you assess this.

We will make every effort to accommodate you and your mobility aid. This may include working with you to change your booking so that you are travelling on an aircraft with a cargo door large enough for your mobility aid.

To ensure your mobility aid can be accommodated, check the table below for the maximum cargo door dimensions before booking your travel.

*Note that battery-powered wheelchairs are always loaded and stowed in an upright position.

Aircraft type Maximum cargo door width Maximum cargo door height
Air Canada
Boeing 777-300ER (77W) 2.58 m (101.9 in) 1.70 m (67.0 in)
Boeing 777-200LR (77L) 2.58 m (101.9 in) 1.70 m (67.0 in)
Airbus A330-300 (333) 2.44 m (96.0 in) 1.70 m (67.0 in)
Boeing 787-9 (789) 2.69 m (106.0 in) 1.70 m (67.0 in)
Boeing 787-8 (788) 2.69 m (106.0 in) 1.70 m (67.0 in)
Airbus A321-200 (321) 1.81 m (71.5 in) 1.19 m (46.9 in)
Boeing 737 MAX 8 (7M8) 1.22 m (48.0 in) 0.89 m (35.0 in)
Airbus A220-300 (223) 1.18 m (46.4 in) 0.84 m (33.0 in)
Airbus A320-200 (320) 1.81 m (71.5 in) 1.19 m (46.9 in)
Airbus A319-100 (319) 1.81 m (71.5 in) 1.23 m (48.6 in)
Air Canada Express
Embraer E175 (E75) 1.10 m (43.3 in) 0.90 m (35.4 in)
Bombardier CRJ900 (CR9) 0.96 m (38 in) 0.81 m (32 in)
Bombardier CRJ200 (CRJ) 1.07 m (42 in) 0.81 m (32 in)
De Havilland Dash 8-400 (DH4) 1.24 m (49 in) 1.50 m (59 in)
De Havilland Dash 8-300 (DH3) 1.24 m (49 in) 1.50 m (59 in)
Beechcraft (BEH1900) 1.29 m (51 in) 1.33 m (52 in)
Air Canada Rouge
Rouge Boeing 767-300ER (763) 3.40 m (134.0 in) 1.75 m (89.0 in)
Rouge Airbus A321-200 (321) 1.81 m (71.5 in) 1.19 m (46.9 in)
Rouge Airbus A320-200 (320) 1.81 m (71.5 in) 1.19 m (46.9 in)
Rouge Airbus A319-100 (319) 1.81 m (71.5 in) 1.23 m (48.6 in)

Weight restrictions: Our ramps and lifts have a maximum weight of 393 kg. (866 lb.).

Upon request, our airport agents will provide the following assistance at the airport:

  • Provide wheelchair assistance to and from the door of the aircraft.
  • Assist in transferring you between your wheelchair, other mobility aids, and the aircraft seat.
  • Bring you to the airport washroom entrance with the use of a wheelchair, however, no assistance will be provided within the washroom. If you need assistance past the entrance of the washroom, you may need to be accompanied by your support person.
  • Allow for the use of your own wheelchair or other mobility aid until it becomes necessary to store it and deliver it to you at the gate upon arrival.
  • Bring you to a designated boarding waiting area close to the gate and periodically check on you.
  • For smaller aircraft, passenger access ramps or lifts are made available at airports to allow you to safely board the aircraft.
  • Allow boarding in advance of other customers to help you locate your seat and store your carry-on baggage. For this, you are advised to arrive at least 30 minutes prior to the recommended boarding times. Otherwise, we may request that you board after the other customers, especially in cases where you may require assistance from our airport agents.

Upon request, our cabin crew will provide the following assistance on board:

  • Assist you in storing and retrieving your carry-on baggage.
  • Assist you in moving to and from the aircraft washroom entrance with the use of the on-board wheelchair, however, no assistance will be provided within the washroom. If you need assistance past the entrance of the washroom, you may need to be accompanied by your support person.

Most of Air Canada’s aircraft have facilities that are accessible to customers with disabilities. Door handles and locks, grab bars, soap dispensers, faucets, flush controls, and call buttons are designed to be operable with minimal single effort.

Check the list below for aircraft with accessible facilities before booking your travel to ensure your needs can be accommodated:

Aircraft type On-board wheelchair Wheelchair-accessible washroom
Air Canada
Boeing 777-300ER (77W) green check mark green check mark
Boeing 777-200LR (77L) green check mark green check mark
Airbus A330-300 (333) green check mark green check mark
Boeing 787-9 (789) green check mark green check mark
Boeing 787-8 (788) green check mark green check mark
Airbus A321-200 (321) green check mark red x mark
Boeing 737 MAX 8 (7M8) green check mark red x mark
Airbus A220-300 (223) green check mark red x mark
Airbus A320-200 (320) green check mark red x mark
Airbus A319-100 (319) green check mark red x mark
Air Canada Express
Embraer E175 (E75) green check mark red x mark
Bombardier CRJ900 (CR9) green check mark red x mark
Bombardier CRJ200 (CRJ) red x mark red x mark
De Havilland Dash 8-400 (DH4) green check mark red x mark
De Havilland Dash 8-300 (DH3) red x mark red x mark
Beechcraft (BEH1900) red x mark Does not have a washroom
Air Canada Rouge
Rouge Boeing 767-300ER (763) green check mark red x mark
Rouge Airbus A321-200 (321) green check mark red x mark
Rouge Airbus A320-200 (320) green check mark red x mark
Rouge Airbus A319-100 (319) green check mark red x mark

We take great care in accommodating customers with mobility aids. However, despite our best efforts, mobility aids may sometimes be damaged, delayed or lost.

If you notice damage to your wheelchair or mobility aid upon arriving at your destination, we ask that you report it by following the steps below:

  • File a report at the Baggage Claim area, immediately upon arrival. If you are unable to file a report upon arrival, please contact Air Canada Baggage Claims without delay.
  • Provide the supporting documentation outlined in the above Baggage Claims form in order for us to process the claim.
  • Note: Cases are assessed individually, and a written claim must be submitted within 7 days of receiving your mobility aid.

How to file a report

Visit Air Canada Baggage Claims within seven days of receiving your mobility aid.

  1. Select Baggage Issues
  2. Select Mobility Aid in the first dropdown menu
  3. Select Damaged in the second dropdown menu
mobility aids

If your wheelchair or other mobility aid is delayed or damaged, we will provide you with a temporary replacement until your mobility aid is returned, promptly repair your mobility aid, and reimburse you for the expenses incurred as a result of the delay or damage.

In the rare event that your mobility aid is destroyed or lost, despite our best care and efforts, we will replace it with a comparable model. Please note that we do not enforce the maximum liability amounts set out in the Montreal Convention, or its predecessor, the Warsaw Convention, as stated in Air Canada’s Conditions of Carriage and Tariffs.

Respiratory devices and oxygen

The information below applies when travelling with a portable battery-powered medical device such as a Continuous Positive Airway Pressure (CPAP) machine or a Portable Oxygen Concentrator (POC).

For battery-powered mobility aids such as wheelchairs or scooters, please refer to the mobility aids section.

If you need to use a portable battery-powered medical device during flight, you must:

  • Contact the Air Canada Medical Assistance Desk at least 48 hours before departure and obtain medical approval before travel. We will, however, make a reasonable effort to accommodate requests made within 48 hours.
  • If travelling with a Portable Oxygen Concentrator (POC), make sure it is an approved model.
  • Familiarize yourself with how to use your device.
  • Store your device under the seat in front of you at all times.
  • Note: If you are using a Continuous Positive Airway Pressure (CPAP) or a Bilevel Positive Airway Pressure (BPAP) machine for the treatment of sleep apnea only, you do not need to obtain medical approval. However, 48 hours advance notice is required.

Bring along enough battery power for 1.5 times your total travel time. Note: The in-seat power outlets are not designed for use with medical devices.

For Portable Oxygen Concentrators (POC), the Air Canada Medical Assistance Desk can assist you with battery power calculation once medical approval for travel has been confirmed.

Carry-on baggage conditions

Portable battery-powered medical devices and their batteries are accepted as carry-on baggage under the following conditions:

  • If you will be using your device on board, please refer to Travelling with your own medical device for conditions of usage.
  • The device must not exceed 23 cm x 40 cm x 55 cm (9" x 16" x 22") in size and 10 kg (22 lb) in weight. If the device exceeds the maximum allowable size or weight, it must be transported as checked baggage.
  • Spillable batteries are permitted as carry-on only. If it is not clear if a battery is spillable or non-spillable, it will be treated as a spillable battery.
  • Lithium batteries are permitted as carry-on only. A maximum of 2 spare lithium batteries are allowed per customer.
  • External battery packs and spare batteries are permitted as carry-on only. These must be packaged in a manner that protects them from physical damage and must remain stowed under the seat at all times.
  • A battery installed in the device does not count as a spare battery.

Portable battery-powered medical devices and their batteries are accepted as checked baggage under the following conditions:

  • If the device exceeds 23 cm x 40 cm x 55 cm (9" x 16" x 22") in size and 10 kg (22 lb) in weight, it must be transported as checked baggage, or a seat may be purchased for it. You must contact the Air Canada Medical Assistance Desk at least 48 hours before departure in order to check in your device or purchase an additional seat for it.
  • The device must be packaged in a way that prevents unintentional operation.
  • Batteries that cannot be securely fastened must be removed from the device and transported as carry-on baggage.

Make sure to review our restricted and prohibited items for more details on what you can and cannot bring in your carry-on and checked baggage, types of batteries and their allowance, and battery safety best practices.

If you cannot bring your own Portable Oxygen Concentrator (POC), you have the option to purchase Air Canada’s Medipak oxygen service. For this, simply contact the Air Canada Medical Assistance Desk at least 48 hours before departure and obtain medical approval before travel.

Air Canada’s Medipak fees*

Flights within Canada

$17 CAD/USD per segment

All other flights

From $220 to $1,070 CAD/USD per segment

*Fees are based on approved flow rate and the flight duration of each Air Canada-operated flight segment in your itinerary.

The following approved Portable Oxygen Concentrators (POC) are permitted on board with medical approval.

If you are planning on travelling with medical equipment not listed below, please contact the Air Canada Medical Assistance Desk at least 48 hours before departure.

Approved models

  • AirSep Focus
  • AirSep FreeStyle / AirSep Freestyle 5
  • AirSep LifeStyle* (If equipped with sticker: "RTCA/DO-160" Section 21 Category M Compliant)
  • Caire Freestyle
  • Delphi RS-00400 (EVO Central Air)
  • DeVilbiss Healthcare iGo
  • Hi-Sanso Portable
  • Inogen One OxyGo / Inogen One G2 / Inogen One G3 / Inogen One G4 / Inogen One G5
  • Inova Labs LifeChoice / LifeChoice Activox
  • International Biophysics LifeChoice
  • Invacare Platinum Mobile
  • Invacare Solo 2*
  • Invacare XPO2
  • Oxlife Independence
  • Oxus RS-00400
  • OxyGo / OxyGo FIT / OxyGo NEXT
  • Precision Medical EasyPulse
  • ResMed AirSense 10
  • Respironics EverGo
  • Respironics SimplyGo
  • SeQual Eclipse*
  • SeQual eQuinox (model 4000)* / Oxywell (model 4000)*
  • SeQual SAROS*
  • Simply Go Mini
  • VBOX Trooper*
  • Zen-O / Zen-O Lite

Exceptions:

  • Canned oxygen (also known as recreational or flavoured oxygen) is not accepted in checked or carry-on baggage.
  • Inogen BA-316 and BA 516 double battery packs are not accepted as they exceed the maximum 160 watt-hour (Wh) rating permitted on board an aircraft.
  • Due to limited stowage space, models marked by an asterisk cannot be accommodated in our Air Canada Signature Class cabin.

For flights within Canada only, Air Canada will reimburse certain customers for the concentrated oxygen they require and purchase from a service provider for the on-the-ground portion of their itinerary. The portion eligible for a refund includes three hours of oxygen and the time between connections.

Eligibility:

To be eligible for a refund, your oxygen supply:

  • Must have been used prior to, upon disembarkation, or while connecting to a flight originating and terminating within Canada
  • Must have been contracted and paid to a service provider
  • Must not be covered by an insurance carrier, an employer, or a provincial health plan
  • Must have been indicated as necessary on the Air Canada Fitness-for-travel form by your physician and verified by Air Canada's Occupational Health Department

To request a refund:

Simply send the following information to the address or fax number listed below, within three months of completing your travel:

  • A copy of the receipt for the oxygen supply you purchased for your travel with Air Canada
  • Your full name as it appears on your booking
  • Your booking reference number
  • Your flight number(s) and date(s) of travel

Your refund will be issued by cheque and will be sent to the mailing address you provide. Please allow one to three weeks for your request to be processed.

Mail

Air Canada Customer Relations

Subject: Ground Oxygen Refund
P.O. Box 64239
R.P.O. Thorncliffe
Calgary, Alberta
T2K 6J7

1-866-584-0380

Service and emotional support dogs

We understand some customers may need to travel with a link service dog or an link emotional support dog, and we have outlined below everything you need to do to prepare for your flight.

Dogs assisting customers with disabilities are carried, free of charge, on board at the customer's feet.

If you wish to travel with a service dog, please keep in mind the following guidelines:

  • Contact the Air Canada Medical Assistance Desk at least 48 hours before departure. We will, however, make every effort to accommodate requests made within 48 hours.
  • Arrive at the airport and check in at least 60 minutes in advance of the recommended check-in time.
  • Provide evidence that you’re travelling with a dog to assist with a disability, such as an identification card or other written document, carry tags or a harness for your animal, or provide credible verbal assurance.
  • The Medical Assistance Desk will assess if your dog can fit comfortably at your feet by inquiring about the characteristics of your dog, e.g. its ability to maintain a curled position, and its size and weight.
  • If your service dog does not fit comfortably at your feet, you can request additional floor space by contacting the Medical Assistance Desk at least 48 hours before departure, free of charge for flights within Canada. For all other flights, extra floor space is available for purchase.
  • Your dog must be under your control at all times during travel. For this, we recommend that your dog be harnessed, or that it be held on a leash when it is not in its kennel.

Note: This policy has been recently updated. Please review the information below carefully.

If you wish to travel with a dog for emotional support, please keep in mind the following guidelines:

  • Contact the Air Canada Medical Assistance Desk at least 48 hours before departure. We will, however, make every effort to accommodate requests made within 48 hours.
  • Arrive at the airport and check in at least 60 minutes in advance of the recommended check-in time.
  • We do not accept animals other than dogs as emotional support animals.
  • The maximum allowance is one dog per customer.
  • Emotional support dogs are only accepted on flights within Canada and on flights to and from the United States.
  • Your emotional support dog must:
    • Be at least 4 months old and fully weaned.
    • Be up to date with required vaccines, including rabies.
    • Be controlled with a leash, tether, or harness at all times during travel.
    • Fit entirely and comfortably at your feet, without obstructing the aisle or other area that must remain clear for security reasons. Travel will be refused should the animal not fit.
    • You may hold it on your lap if the supporting documentation indicates that it must be held for disability mitigation purposes, provided it weighs no more than 30 lbs (13.6 kg) and is no larger than a 2-year-old child.

Travel requirements

When travelling with an emotional support dog, you must provide the Air Canada Medical Assistance Desk all three of the following documents fully completed, via email or fax, at least 48 hours before departure:

Form 1 Acknowledgement and confirmation of animal behaviour form
Form 2 Mental health professional form
Form 3 Veterinary health form

Forms are subject to verification and approval and must be dated within one year of your departure date. If approved for travel, you must keep these forms with you while travelling.

Severe allergies

We do our best to accommodate customers with link severe allergies, however, despite our best efforts, we cannot guarantee an allergen-free environment in the aircraft cabin.

We cannot be responsible for customers who may bring peanuts on board, have dog or cat dander on their clothing, or for any residue that may remain on or between seat cushions despite our aircraft grooming policies. However, we will ensure that a buffer zone is set up as a form of accommodation to customers with severe allergies to help minimize the risk of exposure.

Note the following buffer zone seating general conditions:

  • We do not create full aircraft buffer zones or make general announcements. However, customers seated within the buffer zone will be briefed on board by the flight attendant prior to departure and advised to refrain from consuming any products containing the allergen.
  • The size of the buffer zone varies depending on the aircraft type, size, and configuration.
  • You may request to board in advance of other customers to clean your seat of any potential allergens. For this, you are advised to arrive at the gate at least 30 minutes prior to the check-in and boarding time. Otherwise, we may request that you board after the other customers.
  • We do not allow children (8-11 years) who have severe allergies to travel as unaccompanied minors. Children (12-18 years) are required to travel with a support person if suffering from severe allergies unless they are capable of self-administering their medication.

If you have a severe allergy to cats or dogs, it is your responsibility to always carry your asthma inhaler, as well as hand sanitizer, and take precautions such as bringing wet wipes to clean surrounding areas.

To request a buffer zone, please note the following:

  • Contact the Air Canada Medical Assistance Desk at least 48 hours before departure and obtain medical approval for travel. We will, however, make a reasonable effort to accommodate requests made within 48 hours.
  • We have designated seating areas in each aircraft and cabin type, as follows:

Boeing 777-300ER (77W) aircraft shown above. Other aircraft may vary.

We do our best to assist and protect customers travelling with us who have severe food or environmental allergies. However, we cannot control the aircraft environment or what other customers may bring on board.

Our initiatives:

We have phased out peanuts from all packaged bar snacks on board our aircraft in all classes of service.

We have also replaced our other packaged snack products with non-peanut alternatives wherever possible, all of which feature a label listing their ingredients for your reference. Note that we do not assume liability pertaining to the information included on the ingredients label.

Despite our best efforts, products we serve and offer for sale do contain various ingredients that may be allergens for some customers.

If you’re allergic or sensitive to products that may be found in an aircraft cabin, it is your responsibility to always carry the proper medication, e.g. epinephrine auto-injectors or inhalers, and other protection such as bringing wet wipes to clean surrounding areas, using hand sanitizer and packing your own snacks.

To request a buffer zone, please note the following:

  • Contact the Air Canada Medical Assistance Desk at least 48 hours before departure. We will, however, make a reasonable effort to accommodate requests made within 48 hours.
  • The buffer zone will be created on board the aircraft.
  • In our Air Canada Signature Class cabin, the buffer zone consists of the suite occupied by the customer with severe allergies.

Seating

We make every effort to locate the best seats for you based on your special needs, the fare you purchased, and the seat availability in the cabin in which you are travelling.

Sometimes, due to the nature of your disability, you may require a special seating arrangement such as seats with liftable or removable armrests, proximity to the washrooms and exits, or a seatbelt extender.

You can request special seating simply by following these steps:

  • Contact the Air Canada Medical Assistance Desk at least 48 hours before departure. We will, however, make a reasonable effort to accommodate requests made within 48 hours.
  • If you require extra space due to the nature of your disability, in addition to the advance notice mentioned above, you will need to obtain medical approval before travel.
  • To ensure your needs can be accommodated, check the list below for aircraft that include our accessible special seating before booking your travel.
Aircraft type Seats without a movable aisle armrest
Air Canada
Boeing 777-300ER (77W) Rows 12, 13, 14, 18, 30, 31 (A, B, C, H, J, and K only) and 50
Boeing 777-200LR (77L) Rows 12, 13, 14, 18, 30, 31 (A, B, C, H, J, and K only)
Airbus A330-300 (333) Location varies by aircraft
Boeing 787-9 (789) Rows 12, 13, 14, 18, and 31
Boeing 787-8 (788) Rows 12, 13, 14, 18, and 31
Airbus A321-200 (321) Rows 12, 14 and 27, seat 15D, and all Signature Class seats
Boeing 737 MAX 8 (7M8) Row 12
Airbus A220-300 (223) Row 12 and 19
Airbus A320-200 (320) Row 12
Airbus A319-100 (319) Rows 1 to 4, and 12
Air Canada Express
Embraer E175 (E75) Rows 1 to 3, and 12
Bombardier CRJ900 (CR9) Rows 1 to 4, 12, 19, and 20
Bombardier CRJ200 (CRJ) Row 1
De Havilland Dash 8-400 (DH4) Seat 1AC and 2DF
De Havilland Dash 8-300 (DH3) Row 1, 4 to 12, and 13AC 
Beechcraft (BEH1900) All seats have a movable armrest
Air Canada Rouge
Rouge Boeing 767-300ER (763) Location varies by aircraft
Rouge Airbus A321-200 (321) Location varies by aircraft
Rouge Airbus A320-200 (320) Row 1
Rouge Airbus A319-100 (319) Row 1

In situations where you may require additional seating space due to the nature of your disability, extra seating is available as follows:

When requesting an extra seat, note the following:

  • You are required to contact the Air Canada Medical Assistance Desk at least 48 hours before departure. We will, however, make a reasonable effort to accommodate requests made within 48 hours.
  • Adjacent seats are assigned in advance by the Medical Assistance Desk with the purpose of accommodating your disability.
  • A single reservation and ticket are required in the name of the person travelling. Duplicate bookings under the same name are not permitted, nor are identical bookings made under different names or pseudonyms.
  • Due to the cabin configuration, extra seating is not available in the Air Canada Signature Class cabin.

Support person

While we offer a variety of assistance services to help customers with special needs, you may be required to travel with your own link support person under certain circumstances.

You will need to travel with a support person if you declare yourself not link self-reliant and are severely physically or mentally disabled and unable to comprehend the safety instructions, you need assistance in the evacuation of the aircraft in case of an emergency, or you require special attention or services beyond those offered regularly to other customers with disabilities.

We reserve the right to validate the above conditions in order to determine whether you need to travel with a support person.

When travelling together, you and your support person must meet the following criteria:

  • You need to contact the Air Canada Medical Assistance Desk at least 48 hours before your departure. We will, however, make a reasonable effort to accommodate requests made within 48 hours.
  • You’re allowed to travel with only one support person.
  • Your support person must be 16 years of age or older.
  • Your support person should not require any personal assistance from Air Canada or others, such as a service or emotional support animal.
  • Neither you nor your support person may be responsible for a child under 8 years of age during the flight.
  • For safety reasons, you cannot be seated in an exit row.
  • You and your support person must travel in the same cabin and be seated in adjacent seats or across the aisle, based on the cabin you’re travelling in.
  • Seats are assigned in advance of your flight by the Medical Assistance Desk with the purpose of accommodating your special needs.

Here’s what you need to know to book travel for yourself and your support person.

Flights within Canada

  • First, complete your own booking online, then
  • Call the Air Canada Medical Assistance Desk immediately so that an agent can complete a booking for your support person on the same flight, and ensure that you are seated in adjacent seats or across the aisle, based on the cabin you’re travelling in.
  • Print a copy of the Air Canada Fitness-for-travel form and
  • Follow the instructions for how to request medical approval.
  • Once approved, the base fare for your support person will be $0, however, all applicable taxes and fees remain payable, except for the Gander Airport Authority's Improvement Fee.
  • First, complete your own booking online, then
  • Call the Air Canada Medical Assistance Desk immediately so an agent can complete a booking for your support person on the same flight. Note that while Air Canada does not provide seats free of charge for support persons on these routes, we recommend that you contact the Medical Assistance Desk immediately to benefit from special rates* or to request adjacent seats for you and your support person.
  • Print a copy of the Air Canada Fitness-for-travel form and
  • Follow the instructions for how to request medical approval for travel (not required for travel between Canada and the U.S.).

*Special rates are available on flights to and from the continental U.S. (excluding Hawaii and Puerto Rico).

Should your choice of support person change prior to travel, we will accommodate this change free of charge when you contact the Air Canada Medical Assistance Desk at least 48 hours before departure. We will, however, make a reasonable effort to accommodate requests made within 48 hours.

Vision

We make every effort to assist customers who are blind or have low vision. We offer the following accessible means of contacting us for reservation-related matters:

Phone:
1-888-247-2262 (toll-free for Canada and the United States)

Note: If you declare yourself not link self-reliant you are required to travel with a support person.

If you are a person with both severe hearing loss and severe low vision, you are required to contact the Air Canada Medical Assistance Desk at least 48 hours before departure to obtain medical approval for travel. We will, however, make a reasonable effort to accommodate requests made within 48 hours.


At the airport

Upon request, our airport agents will allow you boarding in advance of other customers to help you locate your seat and store your carry-on baggage. For this, you are advised to arrive at least 30 minutes prior to the recommended boarding times. Otherwise, we may request that you board after the other customers, especially in cases where you may require assistance from our airport agents.

On board the aircraft

While on board, our cabin crew will provide you with the following assistance:

  • Describe the layout of the aircraft, including the location of washrooms and exits, and the location and operation of any controls at your passenger seat.
  • Describe the meal and beverage offerings upon request.
  • Assist in unwrapping food and beverages, cutting large food portions, and describe the food and its location on the tray.
  • Accompany you between your seat and the washroom, however, no assistance will be provided within the washroom. If you need assistance past the entrance of the washroom, you may need to be accompanied by your support person.
  • Provide an individual safety briefing prior to flight departure.

Onboard accessible features

Some of our aircraft have an in-flight entertainment system (IFE) readily accessible for customers who are blind or have low vision.

On other Air Canada and Air Canada Express aircraft featuring an older IFE system, a selection of tactile audio selection templates are available on board (except on our Embraer aircraft). These templates are designed to assist customers who are blind or have low vision who wish to use the in-flight audio entertainment system. You may request your template on board at any time.

Find a list of aircraft with accessible IFE systems below:

Aircraft type Accessible IFE system
Air Canada
Boeing 777-300ER (77W) green check mark
Boeing 777-200LR (77L) green check mark
Airbus A330-300 (333) green check mark (on select aircraft only)
Boeing 787-9 (789) green check mark
Boeing 787-8 (788) green check mark
Airbus A321-200 (321) Tactile audio selection template available
Boeing 737 MAX 8 (7M8) green check mark
Airbus A220-300 (223) green check mark
Airbus A320-200 (320) Tactile audio selection template available
Airbus A319-100 (319) Tactile audio selection template available
Air Canada Express
Embraer E175 (E75) red x mark
Bombardier CRJ900 (CR9) Tactile audio selection template available
Bombardier CRJ200 (CRJ) Does not have an IFE system
De Havilland Dash 8-400 (DH4) Does not have an IFE system
De Havilland Dash 8-300 (DH3) Does not have an IFE system
Beechcraft (BEH1900) Does not have an IFE system
Air Canada Rouge
Rouge Boeing 767-300ER (763) green check mark (using a personal device)
Rouge Airbus A321-200 (321) green check mark (using a personal device)
Rouge Airbus A320-200 (320) green check mark (using a personal device)
Rouge Airbus A319-100 (319) green check mark (using a personal device)

Questions or concerns

The Air Canada Medical Assistance Desk is here to help you with your requests or questions regarding any of Air Canada’s accessible services.

Air Canada Medical Assistance Desk

Phone:
1-800-667-4732 (toll-free for Canada and the United States)

1-514-369-7039 (long distance charges apply)

Fax:
1-888-334-7717 (toll-free for Canada and the United States)
514-828-0027 (long distance charges apply)

Email:
acmedical@aircanada.ca

For issues when using an assistive technology tool:
1-844-347-4268 (toll-free for Canada and the United States)

Hours of operation (Eastern Time)

Monday to Friday: 6 a.m. to 8 p.m.
Saturday and Sunday: 6 a.m. to 6 p.m.

We’re committed to providing the highest quality of service to all our customers. However, if despite our best efforts, you have a complaint or concern about discrimination, accommodations or services with respect to customers with a disability that has not been resolved to your satisfaction, we have multiple resources readily available to you.

During travel:

Should you have a complaint or concern during your travel, please contact the Air Canada Medical Assistance Desk. Alternatively, you may ask one of our airport agents to contact a link Complaint Resolution Official (CRO).

Post travel:

If you're interested in providing a more general comment or complaint on a past travel experience, our Customer Relations team is also happy to assist you with any post travel inquiries you may have.

How to submit a comment or complaint

Visit Air Canada Customer Relations.

  1. Select General Request
  2. Select your topic from the dropdown menu
General request

Find additional important information regarding the transportation of persons with disabilities on Air Canada operated flights below.

Written confirmation of services

Upon completion of your reservation, we will indicate the services that will be provided to you in your booking confirmation. Should you request services at the airport, one of our agents will be able to assist you and provide you with a written confirmation of these services.

It is important to note that Air Canada can only confirm services that will be provided on flights operated by Air Canada, Air Canada Rouge or Air Canada Express.

For services on flights operated by other carriers, you must contact the other carrier directly to request and confirm any accessibility-related services.

Group bookings

If you are travelling as part of a group of 10 or more individuals with disabilities, you are required to provide Air Canada with advance notice by contacting the Air Canada Medical Assistance Desk at least 48 hours before departure. We will, however, make a reasonable effort to accommodate requests made within 48 hours.

Refusal of transportation

Air Canada will make every effort to accommodate your special needs. In the rare event that you are refused transportation, we will advise you of the reason for the refusal and provide you with written notice no later than 10 days after the day of the refusal. Where possible, we will work with you on alternate transportation.

Retention of documents

To better assist you in future service requests, we will offer to keep an electronic copy of all personal health information or documentation provided for at least three years.

In the case of conditions that may evolve or deteriorate over time, we may need to ask for new or updated documentation to ensure safe travel.

Air Canada is committed to protecting your personal information and your right to privacy. All your personal information will be handled in accordance with our Privacy Policy.