Loading...
Loading...
Accessibility services

Our accessibility services

Air Canada is committed to being a leader in accessible travel and employment while continuing to execute on Air Canada’s business and financial plans. We believe in designing our product and service offerings and employment experience with accessibility in mind.

View Accessibility Plan

Our commitments:

As a partner to persons with disabilities, we make the following commitments:

  • Consult persons with disabilities and accessibility organizations, with a view to creating an enjoyable travel experience for persons with disabilities, whether in services or infrastructure, and providing a fulfilling employment experience in the workplace.
  • Develop and enhance accessibility features, policies and processes that broaden travel and employment opportunities for persons with disabilities.
  • Train our employees and provide them with tools to encourage cooperation, lift barriers, and implement accommodations both for our customers and our employees.
  • Promote a culture of respect and dignity in all our employees’ interactions with one another and with our customers, and increase the representation of persons with disabilities within our workforce.
  • Collaborate with Canadian and international organizations and airport authorities to ensure that the needs of persons with disabilities are considered in the workplace and throughout their travel experience.

These commitments reinforce our dedication to diversity, equity and inclusion in safe, accessible air travel for all customers, and accessible employment for all Air Canada employees.

MIKE ROUSSEAU
PRESIDENT AND CHIEF EXECUTIVE OFFICER,
AIR CANADA


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.

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.

You must download the required documents and use the latest version of Adobe Acrobat Reader to complete them.

Topic Documents
Baggage
Lost and found information ACF193-1
Customer satisfaction
Customer support information ACF008
Interrupted flight
Interrupted trip information ACF605
Medical approval
Fitness for air travel form ACF5002
Mobility aids
Powered mobility aid information form ACF6347
Notices under the Air Passenger Protection Regulations (APPR)
Long delay and cancellation notice ACF519
Notice of denied boarding ACF520-5A
Notice of APPR rights ACF520-5C
Service dogs
Air Canada Service Animal Form ACF5018D
U.S. Department of Transportation Service Animal Air Transportation Form Download form (English only)
U.S. Department of Transportation Service Animal Relief Attestation Form Download form (English only)

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
  • Accessing the largest washroom available on the aircraft, which is always located in the Economy cabin, if you require an on-board wheelchair or the assistance of a support person or service dog to use the washroom
  • 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.

Emotional support dogs

Please keep the following conditions in mind if you are travelling in the cabin with an emotional support dog.

Travel requirements

  • At least 96 hours before your flight, you will be asked to submit:
    • A completed Emotional Support Dog Request – Acknowledgement and Confirmation of Behaviour form.
    • A Medical/Mental Health Professional Form completed by a licensed medical or mental health professional who is in good standing with their governing body and attesting that they are treating you for a mental health disability, and that you require an emotional support dog to accommodate that disability.
    • a Veterinary Health Form confirming that your emotional support dog appears to be free of infectious or contagious disease, and ticks and fleas that would endanger other animals or public health. The veterinarian certificate must also attest to the good behaviour of the dog and that it will fit safely and comfortably in an animal carrier under the seat.
    • documentation demonstrating that your emotional support dog meets all travel, entry or exit requirements of the country, province, state, or territory to/from which you are travelling.

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 437–880-6224 or 1-833-754-3650 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 437-880-6226 or 1-833-768-2256.
  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 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, we offer accessible in-flight entertainment system (IFE) on many of our aircraft, depending on the system onboard and the age of the aircraft.

Some older aircraft have a limited number of accessible Personal Electronic Devices (PEDs) available onboard. You can request one of these for your flight. Simply contact Air Canada Reservations at least 48 hours before your departure.

Find a list of aircraft with accessible IFE systems below. Please note that we may at times substitute the specific aircraft that operates a given flight and accessible IFE is not guaranteed.

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) green check mark (PEDs available on select aircraft only)
Mitsubishi CRJ900 (CR9) green check mark (PEDs available on select aircraft only)
Mitsubishi CRJ200 (CRJ) Does not have an IFE system
De Havilland Dash 8-400 (DH4) Does not have an IFE system
Air Canada Rouge
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)

Applicable Regulations

Flights to, from, and within Canada

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.

Flights between Canada and the U.S.

Specific rules and rights apply to the services offered 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

Air Canada is subject to the following:

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 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 2 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.

Haven’t booked your flight yet?

  1. Go to aircanada.com and start booking your flight.
  2. When you get to the “Who’s travelling?” page, click “Accessibility services” below the date of birth fields.
  3. Once the accessibility services box pops up, select “Wheelchair assistance” and choose the type of assistance you need out of the three options provided. We offer:
    • Assistance within the airport
    • Assistance when walking up or down steps
    • Assistance to and from your cabin seat *

Already booked your flight?

  1. Click on the “My bookings” tab on aircanada.com. Fill out your booking information, then click “Find.”
  2. Once your booking information appears, scroll to the bottom and select the “Accessibility services” dropdown for each passenger who requires wheelchair assistance.
  3. Select “Wheelchair assistance” and choose the type of assistance required. Then, click “Update”.

Once you’ve requested a wheelchair service, you should be able to retrieve this information under passenger details in “My bookings”.

*IMPORTANT: Please call or email the Air Canada Medical Desk only if you’re travelling with your own mobility aid and/or require assistance to and from your cabin seat.

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

We will make every effort to accommodate you and your mobility aid, and if necessary, we will remove any cargo or baggage in order to make room for the storage of your mobility aid.

That said, 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 to ensure your mobility aid can be accommodated. 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)
Mitsubishi CRJ900 (CR9) 0.96 m (38 in) 0.81 m (32 in)
Mitsubishi 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)
Air Canada Rouge
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
Mitsubishi CRJ900 (CR9) green check mark red x mark
Mitsubishi CRJ200 (CRJ) red x mark red x mark
De Havilland Dash 8-400 (DH4) green check mark red x mark
Air Canada Rouge
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.

Non-visible disabilities

Air Canada recognizes the Hidden Disabilities Sunflower program. The Sunflower is a way for you to voluntarily share that you have a non-visible disability or condition, and that you may require additional assistance, understanding, or time.

Sunflower lanyards are available on board all flights operated by Air Canada, Air Canada Rouge or Air Canada Express – please ask a flight attendant if you would like one.

They are also available at various Canadian airports who recognize the Hidden Disabilities Sunflower program. Find the full list of sunflower-friendly airports.

Pre-boarding

If you have a visible or non-visible disability, you’re welcome to board your flight ahead of all other passengers.

This will give you time to settle comfortably into your seat before the aisles get busy.

If you need to board early, simply speak with one of our agents at the gate.

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 your approved 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: Canned oxygen (also known as recreational or flavoured oxygen) is not accepted in checked or carry-on baggage.

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.
  • Spare batteries are permitted as carry-on only. These batteries must be packaged in a manner that protects them from physical damage and they must be securely stowed during flight.
  • A battery already installed in a device is not considered 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 such a way that prevents physical damage and unintentional operation.
  • Batteries not designed to be removed may remain installed in the device.

    Eg. Portable kidney dialysis machine

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.

If you require a Portable Oxygen Concentrator (POC) during your flight, you must contact the Air Canada Medical Assistance Desk at least 48 hours before departure and obtain medical approval.

Don’t see your model listed? Contact the Air Canada Medical Assistance Desk.

Approved models

  • AirSep Focus
  • AirSep FreeStyle / AirSep Freestyle 5
  • AirSep LifeStyle* (If equipped with sticker: "RTCA/DO-160" Section 21 Category M Compliant)
  • ARYA Portable Oxygen Concentrator (5 lbs Batteries: 8-Cell Battery (Single) 16-Cell Battery (Double)* †
  • Belluscura X-PLOR
  • Caire Freestyle
  • Delphi RS-00400 (EVO Central Air)
  • iGo (DeVilbiss) / iGo2 (Drive/DeVilbiss)
  • Hi-Sanso Portable
  • Inogen One OxyGo† / Inogen One G2† / Inogen One G3† / Inogen One G4† / Inogen One G5† / Inogen Rove 6†
  • Inova Labs LifeChoice / LifeChoice Activox / International Biophysics LifeChoice
  • Invacare Platinum Mobile / Invacare Solo 2* / Invacare XPO2
  • Nidek Nano ††
  • Oxlife Freedom† / Oxlife Independence‡‡ / Oxlife Liberty
  • Oxus RS-00400
  • OxyGo FIT† / OxyGo NEXT†
  • Precision Medical Live Active Five POC / Precision Medical EasyPulse
  • Respironics EverGo / Respironics SimplyGo
  • RHYTHYM P2-E6
  • SeQual Eclipse* (all models) / SeQual eQuinox (model 4000)* / Oxywell (model 4000)* / SeQual SAROS*
  • Simply Go Mini
  • Varon NT-1 / Varon NT-2 / Varon NT-5
  • VBOX Trooper*
  • Zen-O / Zen-O Lite

Exceptions:

  • * Models marked by an asterisk (*) cannot be accommodated in our Air Canada Signature Class cabin due to limited stowage space.
  • † For ARYA, Inogen, Oxlife and OxyGo models marked by a single dagger (†), you may encounter issues at airport security if your device is equipped with a double battery pack as enforcement varies from country to country. Air Canada cannot guarantee what is accepted in all countries.
  • ‡‡ Battery packs on the Oxlife Independence are 95 Watt Hours each. The unit can accommodate 2 battery packs installed.

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 dogs

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

  • Each passenger may travel with one service dog.
    • Exception: for flights to/from the U.S., you may travel with two service dogs provided they both fit within your seat’s footprint.
  • A service dog is a dog that has been individually trained to do work or perform tasks for the benefit of a person with a disability.
  • For domestic, international, and Caribbean flights, your service dog must have been individually trained by an organization or person specializing in service dog training.
  • Your service dog must always remain under your control during travel, and must be harnessed, held on a leash, or tethered if not in its kennel.
  • By enquiring about its size and weight, and other characteristics, the Air Canada Medical Assistance Desk will assess if your service dog is able to fit comfortably at your feet (e.g. if it is able to maintain a curled position).
  • 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.
    • Extra floor space is free of charge for flights within Canada.
    • For all other flights, extra floor space is available for purchase.
  • You will also want to make sure that your service dog meets all the travel, entry or exit requirements of the country, province, state, or territory to/from which you are travelling.

Travel requirements

Flights to the U.S.

You must complete and send the following forms* to the Air Canada Medical Assistance Desk at least 48 hours prior to departure. We will, however, make every reasonable effort to accommodate requests made within 48 hours.

You must complete and send the following form* to the Air Canada Medical Assistance Desk at least 48 hours prior to departure. We will, however, make every reasonable effort to accommodate requests made within 48 hours.

When you submit your form, you will also need to provide an identification card or other document issued by an organization or person specializing in service dog training. This card or document should identify the person with a disability and attest that the service dog has been individually trained by the organization or person to perform a task to assist the person with a disability with a need related to their disability.

*Please note that Canadian National Institute for the Blind cardholders are not required to complete the form(s) but still need to contact the Air Canada Medical Assistance Desk to book their service animal.

Severe allergies

We do our best to accommodate customers with 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
Mitsubishi CRJ900 (CR9) Rows 1 to 4, 12, 19, and 20
Mitsubishi CRJ200 (CRJ) Row 1
De Havilland Dash 8-400 (DH4) Seat 1AC and 2DF
Air Canada Rouge
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 support person under certain circumstances.

You will need to travel with a support person if you declare yourself not 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:

  • The customer requiring a support person must be 8 years of age or older.
  • 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 dog.
  • 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 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

We offer accessible in-flight entertainment system (IFE) on many of our aircraft, depending on the system onboard and the age of the aircraft.

Some older aircraft have a limited number of accessible Personal Electronic Devices (PEDs) available onboard. You can request one of these for your flight. Simply contact Air Canada Reservations at least 48 hours before your departure.

On other Air Canada and Air Canada Express aircraft featuring an older IFE system, a limited selection of tactile audio selection templates is available on board. 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, however, we cannot guarantee availability.

Find a list of aircraft with accessible IFE systems below. Please note that we may at times substitute the specific aircraft that operates a given flight and accessible IFE is not guaranteed.

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) green check mark Tactile audio selection template available
Boeing 737 MAX 8 (7M8) green check mark
Airbus A220-300 (223) green check mark
Airbus A320-200 (320) green check mark Tactile audio selection template available
Airbus A319-100 (319) green check mark Tactile audio selection template available
Air Canada Express
Embraer E175 (E75) green check mark Tactile audio selection template available.
PEDs available on select aircraft only.
Mitsubishi CRJ900 (CR9) green check mark Tactile audio selection template and PEDs available on select aircraft only.
Mitsubishi CRJ200 (CRJ) Does not have an IFE system
De Havilland Dash 8-400 (DH4) Does not have an IFE system
Air Canada Rouge
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

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

Provide a telephone number where we can reach you should we need more information

Hours of operation (Eastern Time)

Monday to Friday: 6 a.m. to 10 p.m.
Saturday and Sunday: 6 a.m. to 8 p.m.

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

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 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
Select your request type (for example General request) and then select what it is regarding (for example Flight Delay or Cancellation)

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.

Accessibility statement

At Air Canada, accessibility isn't just a checkbox—it’s an integral part of every innovation and interaction. We’re committed to providing the best possible travel experience to all people, with barrier-free spaces, products and services that welcome and support people with diverse abilities.

Website accessibility

Air Canada is dedicated to making aircanada.com accessible to anyone with specific auditory, visual or mobility needs. We aim to enhance the accessibility and usability of our website by focusing on achieving level AA compliance as outlined within W3C Web Content Accessibility Guidelines (WCAG) 2.1.

Compatible screen readers and tools

We consistently strive to accommodate diverse user preferences and guarantee accessibility across various platforms and screen readers. While we aim to address all feasible variations, for your convenience, we’ve listed the most popular ones below:

Software

NVDA (desktop screen reader)

Firefox

JAWS (desktop screen reader)

Chrome, Edge

VoiceOver on iOS (mobile screen reader for Apple devices)

Safari, Chrome

TalkBack (mobile screen reader for Android devices)

Chrome

We’re here to help

If, at any time, you have specific questions or concerns about the accessibility of a particular page on our website, please fill out our online form. Please be sure to specify the web page and nature of the issue, and we’ll make all reasonable efforts to improve the accessibility of the page(s) and/or information contained.