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.
- Air Canada Accessibility Services
- Medical devices and oxygen
Medical devices and oxygen
Remember to bring enough battery power for 1.5 times your total travel time. The in-seat power outlets are not designed for use with medical devices and cannot be relied on for your own safety.
The information below applies when travelling with a portable battery-powered medical device.For battery-powered mobility aids such as wheelchairs or scooters, please refer to the mobility aids section.
Travelling with your medical device
If you need to use your approved portable battery-powered medical device during flight, you must:
- Contact Air Canada Accessibility Services at least 48 hours before departure and obtain medical approval before travel1.
- If travelling with a Portable Oxygen Concentrator (POC), make sure it’s an approved model by referring to the chart farther down on this page.
- Know how to use your device without assistance.
- Store your device under the seat in front of you at all times.
Air Canada Accessibility Services can help with battery power calculation once medical approval for travel has been confirmed.
NOTE: Canned oxygen (also known as recreational or flavoured oxygen) is not accepted in checked or carry-on baggage.
Carry-on baggage conditions
Portable battery-powered medical devices and their batteries are accepted as carry-on baggage under the following conditions:
- Your device must not exceed 23 cm x 40 cm x 55 cm (9" x 16" x 22") and 10 kg (22 lb). If it does, it will need to be transported as checked baggage.
- Spare batteries are permitted as carry-on only. These batteries must be packaged to protect them from physical damage and must be securely stowed during flight.
- A battery already installed in a device is not considered a spare battery.
Checked baggage conditions
Portable battery-powered medical devices and their batteries are accepted as checked baggage under the following conditions:
- Devices exceeding 23 cm x 40 cm x 55 cm (9" x 16" x 22") and 10 kg (22 lb) must be transported as checked baggage, or a seat may be purchased for them. You must contact Air Canada Accessibility Services at least 48 hours before departure to check your device or purchase an additional seat for it.
- Your device must be packaged in a way that prevents physical damage or unintentional operation.
- Batteries not designed to be removed can remain installed in the device (e.g insulin pump, portable kidney dialysis machine).
Make sure to review our restricted and prohibited items list for more details on what you can and can't bring in your carry-on or checked bags, types of batteries and their allowance, and battery safety practices.
Purchasing our Medipak oxygen service
If you can’t bring your own Portable Oxygen Concentrator (POC), you have the option to purchase our Medipak oxygen service. Please contact Air Canada Accessibility Services at least 48 hours before departure to obtain medical approval before travel.
Medipak fees*
Flights within Canada $17 CA/US per segment
All other flights From $220 to $1,070 CA/US per segment
*Fees are based on approved flow rate and the flight duration of each Air Canada-operated flight segment in your itinerary.
Portable Oxygen Concentrator approved models
If you require a Portable Oxygen Concentrator (POC) during your flight, you must contact Air Canada Accessibility Services at least 48 hours before departure and obtain medical approval.
Don’t see your model listed? Contact Air Canada Accessibility Services.
Approved models
- AirSep Focus
- AirSep FreeStyle/AirSep FreeStyle 5
- AirSep LifeStyle* (Si l’autocollant suivant est apposé : « RTCA/DO-160 Section 21 Category M Compliant »)
- Concentrateur d’oxygène individuel ARYA (Batteries de 5 lb : batterie à 8 cellules [simple], batterie à 16 cellules [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
- Technologie médicale Kingon Modèles P2/P2-E6
- Nidek Nano††
- Oxlife Freedom†/Oxlife Liberty
- Oxus RS-00400
- OxyGo FIT†/OxyGo NEXT†
- Concentrateur d’oxygène individuel Precision Medical Live Active Five/Precision Medical EasyPulse
- Respironics EverGo/Respironics SimplyGo
- RHYTHYM P2-E6
- SeQual Eclipse* (tous les modèles)/SeQual eQuinox (modèle 4000)*/Oxywell (modèle 4000)*/SeQual SAROS*
- SimplyGo Mini
- Varon NT-1/NT-2/NT-5/NT-6
- VBOX Trooper*
- Zen-O/Zen-O Lite
Exceptions
*Models marked by an asterisk (*) can’t be accommodated in our Air Canada Signature Class cabin due to limited 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. We can’t guarantee what is accepted in all countries.
On-the-ground oxygen
For flights within Canada only, we will reimburse eligible 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:
- Be used during your travel within Canada
- Have been contracted and paid to a service provider
- Not be covered by an insurance carrier, an employer, or a provincial health plan
- Be indicated as necessary on the Fitness-for-travel form as completed by your doctor and verified by our Occupational Health Department
To request a refund:
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
- 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 up 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
Fax:
1-866-584-0380
1. Rest assured that we’ll make a reasonable effort to accommodate requests made within 48 hours.
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.
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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)
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)
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.
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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.
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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.
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Mike Rousseau
President and Chief Executive Officer, Air Canada
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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
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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 |