Airports - Assistance

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Under Canadian Law, certain air carriers are required to provide various services and information to travellers with disabilities. The Regulations apply to Canadian air carriers operating services within Canada using aircraft with 30 or more passenger seats.

Passengers are expected to make their request for services at least 48 hours in advance of their flight. If the request is made later, then the carrier should still try to accomodate the request.

The Regulations require air carriers to provide assistance when requested by a traveller with a disability. Specifically, assistance must be available for:

  • registration at the check-in counter;
  • proceeding to the boarding area;
  • boarding and deplaning;
  • retrieving checked baggage;
  • getting to a representative of another air carrier within the same terminal for a change of flight;
  • moving to the general public area; and
  • transferring to a wheelchair, boarding chair or other mobility aid provided by the air carrier from the person's own mobility aid.
You should know

Should you complain to the airport or the airline? Things can get pretty confusing, since there are certain things an airport can’t deal with.

Airports can deal with complaints about:

  • Facilities
  • Airport shuttle services
  • Lost property (for property that you haven't checked in)
  • Noise and environmental issues
  • Accessibility issues
  • Security and searches

Airports can't deal with complaints about:

  • Long queues at check-in

    If long queues at check-in have negatively impacted your journey, you should contact the airline you flew with to raise your issue via the Resolver homepage. Their staff are responsible for making sure check-in queues move at a reasonable speed, allowing customers to check in on time.

  • Retail

    If you’ve had a problem with a retailer within an airport, you should complain directly to the retailer in question. You can search for them via Resolver’s homepage.

Airports may or may not deal with complaints about:

  • Airport parking

    Many airport parking areas are managed by private parking companies. If you’ve had an issue with a private parking firm that isn't owned and operated by an airport, you should raise it directly with them via the Resolver homepage.

We have provided some links to further information on your rights:

Passenger Terminal Accessibility -

Access to Travel -

Airport Screening -


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