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.
Vision
Special requirements apply if you are deafblind or if you don’t consider yourself self-reliant.
If you’re blind or have low vision, you can reach out to us with your questions by calling:
1-888-247-2262 (toll-free for Canada and the United States)
If you have severe hearing loss and severe low vision, you’ll need to contact Air Canada Accessibility Services at least 48 hours before departure1 to get approval to travel.
If you don’t consider yourself to be self-reliant in the context of your travel, you will need to be accompanied by a support person.
At the airport
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 how to book it, please refer to the accessibility section on your airport’s website directly.
You can choose to board in advance to give yourself extra time to locate your seat, store your carry-on, and get comfortable before the aisles get busy. For this, please arrive at least 30 minutes ahead of recommended boarding times.
On board
While on board, our cabin crew can help by providing you with:
- A description of the layout of the plane (e.g., location of washrooms and exits, location and operation of any controls at your seat)
- An individual safety briefing prior to departure as well as Braille safety feature cards
- A description of meal and beverage offerings, unwrapping food, cutting large portions, and describing the location of the items on your tray
- Accompaniment between your seat and the washroom. If you need help past the washroom door, you will need to be accompanied by your support person.
Accessible onboard entertainment
We also offer accessible in-flight entertainment systems (IFEs) on many of our planes, depending on the system and the age of the aircraft.
Some older aircraft have a limited number of accessible Personal Electronic Devices (PEDs) for situations where IFEs aren’t available. You can request a PED for your flight by contacting us at least 48 hours before departure.
On some of our older planes, a limited number2 of tactile audio selection templates are available. These templates are designed to help passengers with low vision access the IFE on board.
It’s important to remember that sometimes the aircraft assigned to your flight may be substituted and IFEs may not be available.
Accessibility features on board
You can refer to the chart below for more information on all the accessibility features available on board our aircraft.
2. Because there is a limited number of templates on board, we unfortunately can’t guarantee availability.
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 |