Accessible travel
Air Canada is committed to being a leader in accessible travel. We believe in providing our services and reimagining our spaces with accessibility in mind.
Personal mobility aids
If you’re travelling with your own mobility aid and/or require assistance to and from your cabin seat, please contact Air Canada Accessibility Services. Boarding equipment and methods may vary depending on airport and region.
You can use your own mobility aid until it’s time to store and deliver it to you at the gate upon arrival.
Small mobility aids
You can bring your small mobility aid on board for free, provided it can be safely stowed (e.g. braces, canes, crutches, walkers, rollators, and prostheses).
If your mobility aid can’t be safely stowed on board, we’ll be happy to transport it as part of your checked bags, free of charge.
Manual wheelchair
If you’re travelling with your own manual wheelchair, please let us know in your booking or by contacting Air Canada Accessibility Services so we’re ready to receive your manual wheelchair. No other forms are required.
Powered mobility aids
If you're travelling with your own battery-powered mobility aid, (e.g. wheelchair or scooter), please
- Contact Air Canada Accessibility Services at least 48 hours before your flight1.
- Complete the Powered mobility aid information form.
- Arrive at the airport and check in at least 30 minutes before the recommended check-in time.
- Remove any removable parts from your mobility aid and pack them in your carry-on.
When you contact Air Canada Accessibility Services we’ll ask you for the height, width, weight and battery type of your mobility aid to ensure it fits through the cargo door of the aircraft. If your mobility aid won’t fit on the aircraft for your flight, we’ll let you know which options are available to you (e.g. alternate flight/date, or different route). If you accept one of these options, you’ll be charged the lower fare of the two trips.
Size and weight restrictions
We do our best to accommodate your mobility aid. If needed, we’ll remove cargo or baggage from the hold. However, it’s important to ensure your mobility aid fits through the cargo door. Air Canada Accessibility Services can help you find this information, or you can use the chart below to check the door sizes on our aircraft.
To use the chart filter, enter the height and width of your mobility aid, then submit. You’ll see a list of aircraft that can fit your mobility aid based on the measurements you provide.
Please note that our ramps and lifts can hold up to 393 kg (866 lb). Battery-powered wheelchairs are always loaded and stowed upright.
| Aircraft | Maximum cargo door height | Maximum cargo door width |
|---|---|---|
| Airbus A220-300 (223) | Maximum cargo door height 0.84 m (33.0 in) | Maximum cargo door width 1.18 m (46.4 in) |
| Airbus A319-100 (319) | Maximum cargo door height 1.23 m (48.6 in) | Maximum cargo door width 1.81 m (71.5 in) |
| Airbus A320-200 (320) | Maximum cargo door height 1.19 m (46.9 in) | Maximum cargo door width 1.81 m (71.5 in) |
| Airbus A321-200 (321) | Maximum cargo door height 1.19 m (46.9 in) | Maximum cargo door width 1.81 m (71.5 in) |
| Airbus A330-300 (333) | Maximum cargo door height 1.70 m (67.0 in) | Maximum cargo door width 2.44 m (96.0 in) |
| Boeing 737 MAX 8 (7M8) | Maximum cargo door height 0.89 m (35.0 in) | Maximum cargo door width 1.22 m (48.0 in) |
| Boeing 777-200LR (77L) | Maximum cargo door height 1.70 m (67.0 in) | Maximum cargo door width 2.58 m (101.9 in) |
| Boeing 777-300ER (77W) | Maximum cargo door height 1.70 m (67.0 in) | Maximum cargo door width 2.58 m (101.9 in) |
| Boeing 787-8 (788) | Maximum cargo door height 1.70 m (67.0 in) | Maximum cargo door width 2.69 m (106.0 in) |
| Boeing 787-9 (789) | Maximum cargo door height 1.70 m (67.0 in) | Maximum cargo door width 2.69 m (106.0 in) |
| De Havilland Dash 8-400 (DH4) | Maximum cargo door height 1.50 m (59 in) | Maximum cargo door width 1.24 m (49 in) |
| Embraer E175 (E75) | Maximum cargo door height 0.90 m (35.4 in) | Maximum cargo door width 1.10 m (43.3 in) |
| Mitsubishi CRJ200 (CRJ) | Maximum cargo door height 0.81 m (32 in) | Maximum cargo door width 1.07 m (42 in) |
| Mitsubishi CRJ900 (CR9) | Maximum cargo door height 0.81 m (32 in) | Maximum cargo door width 0.96 m (38 in) |
For flights to and from the United States:
If you’re unable to book a preferred flight because your wheelchair does not fit and you have to book a more expensive flight, you may be eligible for a refund of the fare difference. To qualify for the refund of the fare difference:
- Both flights must be operated by Air Canada, Air Canada Rouge or Air Canada Express.
- Both flights must be for the same origin and destination.
- Both flights must have the same routing.
- The booked flight must be within 48 hours of the preferred flight and accommodates your wheelchair.
To request a refund of the fare difference, please include:
- The dimensions of your wheelchair.
- A screenshot of the fare for the preferred flight clearly showing the date of the preferred flight.
- A copy of the itinerary for the booked flight.
Powered mobility aid information form
Once you’ve completed the Powered mobility aid information form, follow the steps below:
- Print two copies of your completed form.
- Attach one copy to your mobility aid. It will serve as a useful handling guide.
- Keep the other copy readily available as backup.
- If possible, bring a picture of your mobility aid so that it can be attached to the form.
If you don’t feel comfortable printing and completing the form at home, you can request a form at the airport and complete it there.
Disassembly, packaging, and reassembly
When needed, we'll disassemble your battery-powered mobility aid, package it and reassemble it upon arrival. For this, we ask that you bring:
- 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.
- 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 your mobility aid during the loading or stowing process.
Note: Policies for spillable batteries vary from carrier to carrier. If you’re making a connection to another airline, please contact them for information on their policy.
At the airport
If you require curbside assistance, you’ll need to make arrangements with the airport you are flying into or out of.
If you require wheelchair assistance, you can request this quickly and easily online before you travel.
Delayed, damaged, or lost mobility aids
We do our best to handle all your belongings with care. Despite our best efforts, mobility aids may sometimes be damaged or delayed.
If you notice any damage to your mobility aid when you get to your destination, file a report at the Baggage Claim area as soon as you arrive.
If you can’t file a report right away, please do so within 7 days by following the steps below.
On our customer support page, select Baggage Issues
Select Mobility Aids then Damaged from the dropdown
Provide your information and any supporting documentation
If your mobility aid is delayed or damaged, we’ll give you a temporary replacement, promptly repair your mobility aid with your preferred vendor, if desired, and reimburse you for the expenses incurred because of the delay or damage.
Please see an Air Canada agent at the airport or contact usExternal site which may not meet accessibility guidelines and/or language preferences. if you would like to speak with a complaint resolution official (CRO).
In the rare event that your mobility aid is destroyed or lost, 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 the Warsaw Convention, as stated in our Conditions of Carriage and Tariffs.
Questions before or during your trip?
We understand the importance of a great travel experience – Air Canada Accessibility Services is here to answer your questions and guide you through the process of planning your trip. Please contact us using the information below.
Air Canada Accessibility Services
Phone
1-800-667-4732 (toll-free for Canada and U.S.)
1-514-369-7039 (long distance charges apply)
TTY (teletypewriter): 1-833-754-3650 (toll free for Canada and U.S.)
437–880-6224 (long distance charges apply)
VRS (video relay): 1-833-768-2256 (toll free for Canada and U.S.)
437-880-6226 (long distance charges apply)
Fax
1-888-334-7717 (toll-free for Canada and the United States)
514-828-0027 (long distance charges apply)
Note: Please include your date of travel (day/month/year), last name, first name, and booking reference in the subject line.
e.g. 26/SEPT/2024, Jones, Mary, N3EI4E
In your email, please include your phone number and let us know if you use video relay/TTY so we can get in touch if we need more information.
Hours of operation (Eastern Time)
Daily: 6 a.m. to 10 p.m. EST
For issues when using an assistive technology tool:
1-844-347-4268 (toll-free for Canada and the United States)
Written confirmation of services
When you complete your booking, the assistance services you have requested will be indicated on your booking confirmation. Should you request services at the airport, one of our agents will be able to assist and provide you with written confirmation of this as well.
It is important to note that we 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 will need to contact the other carrier directly to request and confirm any accessibility-related services.
Comments or concerns after your trip?
We’re committed to continually improving our accessibility services. We want to hear about your experience travelling with us.
Visit our customer support pageExternal site which may not meet accessibility guidelines and/or language preferences. and select Accessibility Concerns.
Select a topic then an issue from the dropdown menus.
Click Next.
Fill out the form with your information and details of the concern.
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
Our Accessibility Plan
We are committed to being leaders in accessible travel and believe in designing our products, services, and employment with accessibility in mind.
Air Canada’s Accessibility Advisory Committee
Air Canada’s Accessibility Advisory Committee was created in December 2023 to provide input and to guide us toward greater accessibility. The committee includes individuals who identify as having disabilities and are part of organizations that represent people with different disabilities and accessibility needs. The committee meets on a quarterly basis and is consulted on new and ongoing accessibility initiatives.
Questions or concerns
Do you need assistance with your upcoming travel plans? Contact Air Canada Accessibility Services at least 48 hours before departure, and we’ll be happy to assist you.
Phone:
1-800-667-4732 (toll-free for Canada and the United States)
1-514-369-7039 (long distance charges apply)
Email:
accessible@aircanada.ca
Feedback on Accessibility Plan
Using any of the options below, you can provide accessibility feedback (including feedback on this Plan), request an alternate format of our Accessibility Plan, or request a description of our feedback process.
We will acknowledge your feedback in the same format you utilize. You can also submit anonymous feedback.
Phone:
1-888-422-2408
(TTY and video relay available)
Mail:
Director, Diversity, Equity and Inclusion
7373 Côte-Vertu Blvd. West
Ville Saint-Laurent, Quebec
H4S 1Z3
ZIP 1261
Director, Customer Accessibility
525 Viger Ave. Ouest
Montréal, Quebec
H2Z 0B2
Alternate formats
You can request our Accessibility Plan in any of the formats below by completing our online formExternal site which may not meet accessibility guidelines and/or language preferences..
Please allow 15 days
Large Print
Please allow 15 days
Braille
Please allow 45 days
Audio
Please allow 45 days
Website accessibility
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, addressing barriers in the built environment, products, and services that welcome and support people with disabilities.
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) 2.2.
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 | Recommended browser |
|---|---|
| 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 |