Air Canada Special Assistance

Traveling can be a somewhat daunting experience when you have a disability or special needs. If yoy have booked an Air Canada flight, you can be assured of a seamless journey as their wheelchair and special assistance services will assist you in every possible way. Whether you’re flying with limited mobility, a medical condition, or a child or senior requiring extra assistance, Air Canada offers customized services every step of the way. From easy-to-access check-in services to priority boarding and onboard care, the airline is committed to ensuring that air travel is accessible to all.

This blog post is a comprehensive guide that delves deeply into Air Canada’s special assistance program, listing the services and support offered to ensure a safe and stress-free journey.

Air Canada’s Wheelchair Assistance Services 

Under Air Canada Wheelchair Assistance, passengers can avail of three types of services at the airport:

• Assistance for long distances within the airport.
• Assistance for long distances and/or stairs.
• Transfer assistance to/from the aircraft seat.

Passengers are encouraged to choose the correct support to fulfil their requirements. Boarding equipment and methods may differ depending on the airport and the zone. For any query, please reach out to Air Canada Accessibility Services.

How to Request Wheelchair Assistance

There are several ways to request wheelchair assistance: 

• If you haven’t booked your flight:
  • Start booking your flight.
  • On the “Who’s travelling?” page, click “Accessibility services.”
  • Select “Requiring wheelchair assistance” and choose the needed assistance.

• If you’ve already booked your flight:
  • Click the “Trips” link on the Air Canada homepage.
  • Enter your booking information.
  • Scroll to the bottom and pick the “Accessibility services” dropdown for each passenger needing assistance.
  • Click “Wheelchair assistance” and select the support you require, then press “Update.”
  • Information regarding the requested wheelchair service will be found in the Passenger Details section of the reservation.

Curbside Assistance

Curbside assistance can be available at pick-up and drop-off areas, and it is accessible in Canadian airports. For more details about this particular service, alongside pick-up and drop-off locations, visiting the respective airport’s website is advisable. 

Additional Assistance at the Airport

Upon request, Air Canada can provide:

• Assistance to the washroom using a wheelchair (a supporting person is required for assistance inside the washroom, as Air Canada staff cannot provide help inside the restroom).
• Escort to the gate waiting area and periodic check-ins.
• Early boarding (arrive at least 30 minutes before the recommended boarding time; otherwise, boarding may be after other customers).

Transfer to the Aircraft Seat

Air Canada presents two alternatives for transferring passengers to their aircraft seat:

Manual transfer

The service is delivered by at least two staff members who will take care of moving the passenger from his/her assistive device into an aisle chair (a narrow wheelchair). The passenger will be placed in his/her aircraft seat and then escorted by the staff. The required support level determines the method of transfer.

Eagle Lift

This is a unique lifting technique wherein the passenger will be lifted out of the wheelchair via a sling and then transferred to the aircraft seat. There are two models of Eagle Lift: Eagle 2A, Eagle Lift 3A.  Eagle 2A is compatible in all Air Canada aircraft other than Mitsubishi CRJ900 (CR9), and De Havilland Dash 8-400 (DH4). The Eagle Lift 3A is functional on all Business Class seats other than Executive Pods and Classic. They are operational on Economy and Premium Economy as well. Please refer to Air Canada’s official website to learn about Eagle Lift’s availability at different Canadian airports. 

Facilities Provided On Board 

When you are comfortably seated, the Air Canada crew, if requested, may help you in the following ways: 

• Retrieve and store your belongings
• Assist you in accessing the washroom via the wheelchair on board. 

Most of Air Canada’s aircraft have onboard wheelchairs, except those operated by PAL. Some planes like the Airbus A330-300 (333), Boeing 787-8 (788), and Boeing 787-8 (789) have wheelchair accessible washrooms for passengers’ convenience. 

Air Canada’s Assistance for Deaf or Hard-of-Hearing Passengers

Air Canada offers various channels through which deaf or hard-of-hearing passengers can communicate their reservations.

• Dial 711.
• Type in 437–880-6224 or 1-833-754-3650 and then type GA.
• Connect the operator via a teletypewriter, and they will translate your message to Air Canada.

Video Relay:

• Open a VRS app, and enter the number 437-880-6226 or 1-833-768-2256.
• A video conference call will introduce you to a relay operator who communicates with Air Canada via an audio connection.

Passengers with severe hearing loss and significantly impaired vision should make arrangements to communicate with Air Canada Accessibility Services. It is highly advised to contact the airline at least 48 hours before your journey to receive approval for your trip.

Travelers who are not considered self-reliant for their trip require the assistance of a companion.

Most airports provide facilities like hearing loops, sign language, and sign language interpretation. You can visit the web page of the airport’s accessibility department and find all the required information there.

During flight, safety procedures, announcements, and food/beverage services will be provided personally to passengers.

All in-flight safety videos are provided with closed captioning. In-flight entertainment (IFE), which is present with closed captioning, audio description, and the convenience of being located in case of availability (as the IFE may be changed due to another aircraft’s need), is accessible.

Air Canada’s Special Assistance for Those with Vision Impairment

Passengers who are blind or have low vision can call:

• 1-888-247-2262 (toll-free in Canada and the United States)

Travelers who are profoundly deaf and have severe low vision can connect with Air Canada Accessibility Services at least two days before departure to obtain travel approval.

If the passenger is not a self-reliant person, they need to be with a support person.

Curbside assistance is available at the practical drop-off and pick-up areas of Canadian airports. 

Travelers have the option of early boarding (arrive at least 30 minutes before the indicated boarding period).

During the flight, the cabin crew can provide:

• A description of the plane’s layout (e.g., location of washrooms and exits, operation of seat controls).
• An individual safety briefing and Braille safety feature cards.
• A description of meal and beverage offerings, assistance with unwrapping food and cutting large portions, and describing the location of items on the tray.
• Assistance between the passenger’s seat and the washroom (assistance beyond the washroom door requires a support person).

The majority of Air Canada aircraft feature easily accessible in-flight entertainment systems (IFE), depending on the system and its age. If an aircraft is older, it will be possible to carry only the required number of personal electronic devices (PEDs) for the flight when the IFE (in-flight entertainment) system is not available (contact Air Canada Accessibility Services at least 48 hours before your flight starts to request these). 

Some older planes have tactile audio selection panels that can be used to get IFE (since those flights are not sure to have IFE, their normal types may be replaced by other available ones).

Air Canada’s Special Assistance Services for Non-Visible Disabilities

Air Canada helps passengers with non-visible disabilities. Travelers can have a note put in their file specifying their non-apparent disability.

• Unaccompanied adult service: Air Canada provides the necessary help in case of any disability for passengers aged 12 years or more if they are self-reliant. This facility is a good option for the neurodiverse community. This service isn’t applicable for those who aren’t self-reliant. Travellers who do not possess the ability to do things on their own are required to accompany a designated support person. 

For flights operated by other airlines, please connect with the airline responsible directly. For more information or to avail this service, kindly get in touch with Air Canada’s Accessibility Services.

• Hidden Disabilities Sunflower program: Through this program, passengers can find an opportunity to express their wishes for handling their invisible disability and possibly need some extra time, assistance, or clarification. Wearing the sunflower lanyard, which can be obtained at select airports across Canada, allows staff to provide essential services to passengers with hidden disabilities.

Air Canada’s Special Assistance Services for Severe Allergies

Air Canada has taken several initiatives for passengers with severe allergies: 

• All children aged 8-11 with extreme allergy should be accompanied by their parents, legal guardians, or support persons who are 16 or older. Those aged 12-18 may also be accompanied by another person if they have severe allergies and are not able to administer the medication on their own.
• Air Canada is unable to ensure an allergen-free environment due to the presence of other passengers who may bring allergens (e.g., peanuts, pet dander) on board the aircraft.

Buffer Zones for Passengers with Severe Allergies

Air Canada can create a buffer zone, involving a small group of seats, where:

• Passengers are requested not to eat the allergen (for food allergy) or put on fragrance products (for scent allergy).
• No passengers traveling with pets will be seated (for cat or dog allergies).

The specific area or size of the buffer zone varies by flight. The traveler has to book a buffer zone at least 48 hours before departure.

• Air Canada neither provides full aircraft buffer zones nor does it make general announcements about allergies.
• Passengers in the buffer zone will be briefed by the crew and asked to avoid allergens.
• Passengers have the option to request early boarding to have their chair cleaned (arrive at the gate 30 minutes before the advised boarding time). In case of non-compliance, the boarding process may not take place until all other passengers have boarded.
• In Air Canada Signature Class, the buffer zone will be the passenger’s suite.

• Customers who suffer from serious allergies to cats or dogs should always keep their medication and hand sanitizer with them, and use wet wipes to clean surrounding areas.
• Air Canada understands that it is impossible to have total control of the plane’s environment. Travellers suffering from severe food and other allergies are advised to have with them their medications, sanitizer, and napkins while also carrying their own food.
• All packaged bar snacks on Air Canada flights have been peanut-free, and other packaged snacks have been replaced with non-peanut varieties. Written details of ingredients are present on all packaged snacks.

Air Canada’s Seating Options For Individuals with Special Needs

Air Canada will do their best to get the most suitable seats based on the passengers’ special requirements. Contact Air Canada Accessibility Services at least 48 hours before departure to request:

• A flexible seating arrangement (for example, the availability of seats with liftable or removable armrests, seats next to washrooms or exits, or seatbelt extenders).
• An extra seat or additional space.

Extra Seating/Additional Space

Adjacent seats are already booked to fit the passengers’ necessities. You just need one reservation and the corresponding ticket. Duplicate bookings are not permitted.

• Passengers traveling within Canada can get an extra seat at no extra charge by printing the Air Canada Fitness-for-travel form and following the instructions for requesting medical approval.
• Extra seating is available for purchase for travel outside of Canada.
• Extra seating is not available in Air Canada Signature Class.
• A medical approval is necessary for disability-related additional space requests.
• Take a look at the Service/emotional support dogs section if the extra space is for a service animal.

Air Canada’s Regulations for Traveling with a Support Person

A self-reliant traveler is independent and manages all their personal needs without the requirement for further assistance than is usually provided by Air Canada.

Passengers who are not self-reliant require a support person to assist with:

• Eating, taking medications, or using the washroom.
• Transferring to and from their seat.
• Orientation, communication, understanding, and acting upon emergency instructions.
• Evacuating in an emergency.

Air Canada can confirm the details of the passenger’s self-reliance level.

Travel Requirements for a Support Person

• A discounted ticket for the careperson is offered only for flights to Canada or the United States, not for international flights.
• A designated support person is required if passengers are under 8 years old.
• The support person not younger than 16 years is eligible to request this without specific assistance.
• No passenger or caretaker can be responsible for a child under 8 during the flight.
• Passengers and support persons cannot sit in the exit row for safety reasons.
• They can travel in the same cabin and sit next to or in front of each other.
• Accessible seating can be arranged for guests of Air Canada who contact Air Canada Accessibility Services at least 48 hours before their flight.

If passengers require the assistance of two or more support persons, they may be offered a reduced base fare or a special rate for the first person.

How to Book Travel for a Support Person

Here is the way to book travel for a support person:

• Complete your booking first.
• Call Air Canada Accessibility Services for the escort’s reservation for the same plane and ensure adjacent or across-the-aisle seating.
• Make a print of the Fitness-for-travel form and follow the directions given for the medical approval request.
• Depending on the destination, a person of support may be eligible for a fare refund or a special rate. To avail of it, passengers need to get in touch with Air Canada Accessibility Services no later than 30 days before the flight and send the completed Fitness-for-travel form together with the green part of the copy.

Air Canada Special Assistance: Meals and Facilities for Infants and Children

Air Canada’s goal is to offer a pleasant journey to families with young children. Here’s what you can expect regarding meals and related facilities:

• Meals
  • Infants and children can get special meals on Air Canada international flights.
  • Meals on all flights can be purchased from Air Canada Signature Class, Business Class, Premium Economy, and Premium Rouge.
  • You can request special meals by booking your flight on aircanada.com or calling Air Canada Reservations at least 24 hours before the scheduled departure.

• Carry-on Baggage for Infants
  • Formula, breast milk, juice, and small baby food containers are permitted in carry-on baggage.
  • Please remember that onboard refrigeration may not be available on all aircraft types.
  • Cabin crew are therefore unable to store these items.
  • Air Canada suggests carrying a small cooler to preserve the right temperature of the items.
  • If available, extra ice may be provided upon request.

• Change Tables
  • Many Air Canada aircraft have baby changing tables located in the front or rear lavatories.
  • A few Canadair (CRJ) regional aircraft are the exception.

Special Assistance for Bereavement Travel

Losing a family member or the possibility of losing someone close to you is a deeply sad experience. During such difficult times, the last thing you want to worry about is the logistics of travel. 

This is the reason Air Canada provides its customers with a Bereavement Travel Policy, which is aimed at giving the necessary assistance to the passengers who must travel urgently because of the death or the imminent death of a close family member.

The policy does not offer refunds for past travel, but it does offer flexible and cost-saving options for future flights, helping make travel arrangements a little easier in times of grief.

Who Qualifies for Bereavement Travel?

The policy applies when traveling due to:

• The imminent death or death of an immediate family member.
• Plan your trip within 10 days of making the booking, and ensure you are returning before 60 days from the date of departure.

Air Canada’s policy covers flights that are:

• Marketed and run by Air Canada, Air Canada Rouge, and Air Canada Express.
• Operated by codeshare partners.
• Booking can be done under Economy Standard, Flex, Comfort, or Latitude fares.
• Reserved in Economy Basic booking class only when flying outside North America.

Unfortunately, the bereavement policy does not apply to:

• Economy Basic fares for travel within North America
• Applications that are submitted after the trip has been completed.

How to Book a Bereavement Fare

To make preparations for bereavement travel, take the following two steps:

• Call to Book

Contact Air Canada to book a bereavement fare. Passengers are required to provide the name of the deceased and their relationship to them. Also provide the hospital, residence, or funeral home name, address, and phone number. Mention the physician’s name or funeral details along with the service date.

• Submit Documentation:

Within 7 days of returning from your trip, email Bereavement@AirCanada.ca with:

• Your booking reference in the subject line

One of the following documents as proof:

• Death certificate
• Funeral director’s or coroner’s statement
• Registration of death
• Physician’s letter stating the situation involves imminent death

Note: Use emails only for document submissions, not for inquiries.

Not showing the necessary documents might lead to a fare being re-priced at the standard rate for the same journey.

• Who Counts as Immediate Family?
  • Spouse
  • Children
  • Parents
  • Siblings
  • Legal guardians and their spouses (with proof of legal authority)

Air Canada’s Special Assistance Phone Number

If you or a travel companion needs additional assistance during a flight, Air Canada’s Special Assistance services are available to ensure a smooth and stress-free experience.

• Main Special Assistance Line:  1-800-667-4732: This is a toll-free number available in Canada and the U.S. You can use this number to request special assistance for a flight, including mobility, seating, or medical support.

• TTY (Teletypewriter) for the Hearing Impaired:  1-833-754-3650: This toll-free number is for deaf or hard-of-hearing customers using TTY technology. The staff at Air Canada has been trained to support clients in booking, resolving queries, and handling service requests through this line.

• VRS (Video Relay Service):  1-833-768-2256: This phone line is also free for customers in Canada and the U.S., and it is set up for customers who use sign language through video relay services. Since the Air Canada team cannot communicate with you using sign language, an interpreter will help you get your message across to them.

• When to Call: It is advisable to contact Air Canada at least 2 days before the date of your flight so that they can manage your requirements in time. But if you approach Air Canada only a few hours before your planned trip, they will still try their best to serve you.

Also Read: Air Senegal Wheelchair Assistance

Travelling with Medical Devices and Oxygen On Air Canada Flights

Here is what you should keep in mind while traveling with medical devices and oxygen on an Air Canada flight:

• Traveling with your medical device:
  • Contact Air Canada Accessibility Services at least 48 hours before departure and obtain medical approval.
  • Bring enough battery power for the device’s duration of use.
  • Be able to use the device without assistance.
  • Store the device under the seat in front.
  • CPAP or BiPAP machines do not require medical approval.

• Portable Oxygen Concentrator (POC):393 kg (866 lb). Battery-powered wheelchairs are always loaded and stowed upright
  • Have enough battery capacity to cover your travel time by 1.5 times.
  • Air Canada Accessibility Services helps with calculations on the battery.
  • Remember to use a certified POC model (get in touch with Air Canada Accessibility Services if your model is not listed).
  • Canned oxygen is not accepted in checked or carry-on baggage.

Visit Air Canada’s official website or contact their call center to learn about the approved models. When you have a battery-powered medical device, it may go in as carry-on baggage if it weighs 10 kg and has a dimension of 23 x 40 x 55 cm. Spare batteries can go in as carry-ons. You should pack them well to prevent the batteries from any physical damage. 

Devices exceeding the above-mentioned dimensions must go in as checked baggage. You could even buy a seat for the. Please contact Air Canada 48 hours before your travel date to check your battery-powered device or buy a seat. 

• On-the-ground Oxygen 

For the flights only within Canada, customers will be reimbursed for the oxygen they purchase during the ground portion of their travel. The part that is eligible for a refund 3 hours of oxygen, alongside the time in between the connections. 

You will qualify for a refund if you use the oxygen while traveling within Canada. The oxygen that you use shouldn’t be under the coverage of any insurance or health plan. Moreover, the doctor should also have deemed it necessary for you to travel with oxygen in the Fitness for Travel form. Air Canada’s Occupational Health Department must have signed the form as well. 

For a refund, you must mail or fax a receipt copy of the oxygen purchased from Air Canada, your full name as it is on the booking, the booking reference number, as well as the flight number and travel date. The details should be sent within three months after you have completed your travel. 

• Personal Mobility Aids
  • Small mobility aids: Braces, canes, crutches, walkers, rollators, and prostheses can be carried on board without charge as long as they are safely stored.
  • If the mobility aid cannot be safely stowed on board, it can be transported in checked baggage, without any charge.
  • Manual wheelchair: It is necessary to inform Air Canada Accessible Services through your booking or get in touch with them directly. There is no need for any other forms.
  • Powered mobility aids (e.g., wheelchair or scooter):
    • Complete the Powered mobility aid information form.
    • Get to the airport and check in at least 30 minutes before the suggested check-in time.
    • Take off any removable parts and pack them in your carry-on luggage.
    • Inform the airlines about the dimensions of the seat, its weight, and the type of batteries to ensure it fits through the cargo door.
    • If the wheelchair is not suitable, Air Canada will discuss with you similar flight/date or route choices. After this, if you agree with one, you will be charged the lower fare of the two trips.

Size and Weight Restrictions for Mobility Aids

When requested, Air Canada will try to make proper accommodations on board for mobility aids. There is also the possibility of unloading cargo in such cases. It is essential to ensure the wheelchair fits through the cargo door. The weight that ramps and lifts can carry is 393 kg (866 lb). Battery-powered wheelchairs must be loaded and also stowed upright.

Conclusion

Air travel with special needs doesn’t have to be daunting, particularly with Air Canada Special Assistance. Air Canada is dedicated to helping those with disabilities or medical conditions with assistance before the flight and mobility aids, support onboard, communication services that are accessible, and ensuring a safe and comfortable journey. 

Passengers can experience a hassle-free and stress-free journey from check-in to arrival by reserving in advance and contacting the specialized assistance team of the carrier. Whether you are using the special assistance for the first time or are a regular flyer, Air Canada offers a hassle-free and comfortable journey as their focus.

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