Air Canada has announced a new mobility aid travel policy designed to make travel simpler, more consistent and less stressful for customers who travel with mobility aids, including customers participating in adapted sports.
The new policy gives customers requiring the use of mobility aids, or travelling with adaptive sports equipment greater flexibility in bringing the items they need when they fly with the airline – reflecting, Air Canada says, its ongoing work to identify, remove and prevent barriers for customers with disabilities, and to provide a more dignified and predictable travel experience at every stage of the journey.
“Travelling with a mobility aid can involve significant planning, and we recognize the uncertainty customers may feel when they are separated from equipment that is essential to their independence,” said Kerianne Wilson, Director, Customer Accessibility at Air Canada. “This new policy is about giving customers more consistent choices, clearer expectations and greater confidence when they travel with us. It also reflects our commitment to listening to people with lived experience and continuing to improve accessibility across the travel journey.”
Highlights of the new policy include:
- Customers can now travel complimentary with up to three mobility aids.
- Eligible items can include any combination of personal mobility aids, adaptive sports equipment, or personal or patient lift, or similar transfer devices.
- The policy supports both adaptive athletes and recreational travellers with disabilities, helping remove barriers to participation in sport and leisure travel.
- If a mobility aid is too large to travel on the same aircraft as the customer, Air Canada Cargo will complimentarily transport it within Canada.
- The enhanced policy reflects Air Canada’s ongoing commitment to improving accessibility and creating an inclusive travel experience for customers with disabilities.
“Air Canada continues to take meaningful steps to make travel more accessible, and this new policy will make a significant difference in making travel easier and more affordable for athletes at all levels of sport, from recreation to high-performance,” said Rachael Pinnock, Chief Commercial and Impact Officer, Canadian Paralympic Committee
Air Canada has continued to advance accessibility as part of its broader Accessibility Plan, which outlines initiatives to improve the experience of customers who use power wheelchairs and other mobility aids, including better flight options, digital tracking and notifications, improved availability of accessibility equipment, enhanced boarding and transfer support, and continued collaboration with accessibility partners, airports, regulators, aircraft manufacturers and mobility aid manufacturers.
The airline has also developed a mobility aid tracking feature in the Air Canada app, giving customers peace of mind by allowing them to confirm their mobility aid has been loaded on their flight. In addition, Air Canada has reviewed operational procedures for handling mobility aids, invested in specialized lift equipment at airports across Canada, and continues to provide training to employees on safely and respectfully supporting customers with disabilities.
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