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.
Mobility aids and assistance
Please call or email Air Canada Accessibility Services if you’re travelling with your own mobility aid and/or require assistance to and from your cabin seat.
Before you travel, you can quickly and easily request wheelchair assistance online by following the steps below.
How to request wheelchair assistance
I haven’t booked my flight yet:
- Start booking your flight with us.
- When you get to the “Who’s travelling?” page, click “Accessibility services” below the date of birth fields.
- Once the accessibility services box pops up, select “Requiring wheelchair assistance” and choose what you need out of the options provided. We offer assistance within the airport, when walking up or down steps and to or from your cabin seat.
I’ve already booked my flight:
- Click on the “My bookings” tab on our homepage and enter your booking information, then click “Find.”
- Once your booking information appears, scroll to the bottom and select the “Accessibility services” dropdown for each passenger who requires wheelchair assistance.
- Select “Wheelchair assistance” and choose the type of assistance needed then click “Update.”
Once you’ve requested wheelchair service, this information will be included in the passenger details section of your booking.
Travelling with your own device
Small assistive devices
You can bring your small mobility or assistive device on board for free, provided it can be safely stowed. Examples of these devices are braces, canes, crutches, walkers, rollators, prostheses, and communication devices such as augmentative and alternate communication (AAC) devices.
If your device can’t be safely stowed on board, we will be happy to transport it as part of your checked bags free of charge.
Manual wheelchair
Travelling with your own manual wheelchair does not require you to fill out any forms. We do, however, ask that you give Air Canada Accessibility Services as much notice as possible so that we can assist you better.
Powered mobility aids and assistive devices
If you're travelling with your own battery-powered mobility aid, (e.g. wheelchair or scooter,) we ask that you:
- Contact our Air Canada Accessibility Services at least 48 hours before your flight1.
- We’ll ask you for the height, width, weight and battery type of your device 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.
- 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.
Powered mobility aid information form
Follow these steps to complete the form:
- Complete and print two copies of the 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 you don’t feel comfortable printing and completing the form at home, you can 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 needed, 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 your mobility aid during the loading or stowing process.
- Note that 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.
Size and weight restrictions
We’ll 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) |
1. Rest assured that we’ll make a reasonable effort to accommodate requests made within 48 hours.
At the airport
Upon request, we can:
- Provide wheelchair assistance to and from the door of the aircraft.
- Help you transfer between your wheelchair or other mobility aid and your seat.
- Help you to the airport washroom with the use of a wheelchair. Note: we can’t provide assistance inside the washroom. If you need help past the entrance of the washroom, you will need to be accompanied by your support person.
- Allow for the use of your own wheelchair or other mobility aid until it’s time to store it and deliver it to you at the gate upon arrival.
- Bring you to the waiting area close to your gate and check in with you periodically.
- Offer you the opportunity to board early so you can locate your seat and store your belongings. For this, please arrive at least 30 minutes before recommended boarding times. Otherwise, we may ask that you board after other customers, so that our agents can help you better.
For smaller planes, passenger access ramps or lifts are available at airports to help you board safely.
Curbside assistance
Airports in Canada offer curbside assistance at accessible drop off and pickup locations. This includes assistance into the airport or to your pickup location. For more information on this service and drop-off/pickup locations, please refer to your airport's website.
On board
Upon request, our crew can:
- Help you store and retrieve your belongings
- Help you move to and from the aircraft washroom with the use of the on-board wheelchair
Please note that we can’t provide assistance inside the washroom. If you need help past the entrance of the washroom, you will need to be accompanied by your support person.
Some of our planes have accessible washrooms with features designed for minimal effort.
See the chart below for more information on the accessibility features available on board our aircraft.
| Aircraft | Accessible IFE* system | On-board wheelchair | Wheelchair accessible washroom | Seats without moveable aisle armrest |
|---|---|---|---|---|
| Aircraft Airbus A220-300 (223) |  Accessible IFE* system |
On-board wheelchair |
 Wheelchair accessible washroom |
Seats without moveable aisle armrest: Rows 12 and 19 |
| Aircraft Airbus A319-100 (319) |  Accessible IFE* system |
On-board wheelchair |
Wheelchair accessible washroom |
Seats without moveable aisle armrest: Rows 1 to 4, and 12 |
| Aircraft Airbus A320-200 (320) |  Accessible IFE* system |
On-board wheelchair |
Wheelchair accessible washroom |
Seats without moveable aisle armrest: Row 12 |
| Aircraft Airbus A321-200 (321) | Accessible IFE* system |
On-board wheelchair |
Wheelchair accessible washroom |
Seats without moveable aisle armrest: Rows 12, 14 and 27, seat 15D, and all Signature Class seats |
| Aircraft Airbus A330-300 (333) |  Accessible IFE* system |
On-board wheelchair |
Wheelchair accessible washroom |
Seats without moveable aisle armrest: Location varies by aircraft. |
| Aircraft Boeing 737 MAX 8 (7M8) | Accessible IFE* system |
On-board wheelchair |
Wheelchair accessible washroom |
Seats without moveable aisle armrest: Rows 12 and 19 |
| Aircraft Boeing 777-200LR (77L) | Accessible IFE* system |
On-board wheelchair |
Wheelchair accessible washroom |
Seats without moveable aisle armrest: Rows 12, 13, 14, 18, 30, 31 (A, B, C, H, J, and K only) |
| Aircraft Boeing 777-300ER (77W) | Accessible IFE* system |
On-board wheelchair |
Wheelchair accessible washroom |
Seats without moveable aisle armrest: Rows 12, 13, 14, 18, 30, 31 (A, B, C, H, J, and K only) and 50 |
| Aircraft Boeing 787-8 (788) | Accessible IFE* system |
On-board wheelchair |
Wheelchair accessible washroom |
Seats without moveable aisle armrest: Rows 12, 13, 14, 18, and 31 |
| Aircraft Boeing 787-9 (789) | Accessible IFE* system |
On-board wheelchair |
Wheelchair accessible washroom |
Seats without moveable aisle armrest: Rows 12, 13, 14, 18, and 31 |
| Aircraft | Accessible IFE* system | On-board wheelchair | Wheelchair accessible washroom | Seats without moveable aisle armrest |
|---|---|---|---|---|
| Aircraft De Havilland Dash 8-400 (DH4) | Accessible IFE* system |
On-board wheelchair |
Wheelchair accessible washroom |
Seats without moveable aisle armrest: Seats 1AC and 2DF |
| Aircraft Embraer E175 (E75) | Accessible IFE* system |
On-board wheelchair |
Wheelchair accessible washroom |
Seats without moveable aisle armrest: Rows 1 to 3, and 12 |
| Aircraft Mitsubishi CRJ200 (CRJ) | Accessible IFE* system |
On-board wheelchair |
Wheelchair accessible washroom |
Seats without moveable aisle armrest: Row 1 |
| Aircraft Mitsubishi CRJ900 (CR9) | Accessible IFE* system |
On-board wheelchair |
Wheelchair accessible washroom |
Seats without moveable aisle armrest: Rows 1 to 4, 12, 19, and 20 |
| Aircraft | Accessible IFE* system | On-board wheelchair | Wheelchair accessible washroom | Seats without moveable aisle armrest |
|---|---|---|---|---|
| Aircraft Airbus A319-100 (319) | Accessible IFE* system |
On-board wheelchair |
Wheelchair accessible washroom |
Seats without moveable aisle armrest: Row 1 |
| Aircraft Airbus A320-200 (320) | Accessible IFE* system |
On-board wheelchair |
Wheelchair accessible washroom |
Seats without moveable aisle armrest: Row 1 |
| Aircraft Airbus A321-200 (321) | Accessible IFE* system |
On-board wheelchair |
Wheelchair accessible washroom |
Seats without moveable aisle armrest: Location varies by aircraft. |
*IFE refers to in-flight entertainment system
Using a personal electronic device
Tactile audio selection template available
On select aircraft
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, and reimburse you for the expenses incurred because of the delay or damage.
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.
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 |