Advocates Applaud Air Canada’s New Policy for Customers Who Travel with Mobility Aids

A new policy from Air Canada aims to make travel simpler, more consistent and less stressful for customers who travel with mobility aids, including those participating in adapted sports.

“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, AC’s Director, Customer Accessibility. 

“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 with up to three mobility aids at no extra charge.
• Eligible items can include any combination of personal mobility aids, adaptive sports equipment, 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.

One of those with lived experience is David Lyons-Black, an Accessible Travel Specialist with Travelmasters in Vancouver. He is a long-time advocate for improvements to accessibility – including speaking on multiple occasions at Travel Market Place events across Canada — and he has consulted with Air Canada in its journey to make travel more accessible.

Lyons-Black says the most important change is allowing passengers to travel with more than one mobility aid, which will open up more access for people with disabilities to be able to travel.

“This breaks down another barrier that doesn’t need to be there so passengers who wish to take, for example their wheelchair, can now take their sports wheelchair with them which allows more freedom  to participate in social recreational activities,” Lyons-Black told Travel Market Report Canada.

The policy supports customers with varied travel needs, including those travelling for business, leisure, medical reasons or adapted sport, Air Canada says. It is intended to reduce uncertainty across different parts of the travel journey by providing a more consistent approach to how mobility aids are accommodated, handled and supported.

“Having this policy clearly defined means people with disabilities can travel, without having to explain or justify our needs. As both a traveller with a disability and a Para athlete, it is meaningful to see Air Canada recognize that the equipment we travel with, whether it supports daily life, care needs or participation in sport, are extensions of our bodies, not an extra piece of luggage,” said Meghan Hines, chair of Air Canada’s Accessibility Advisory 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.

Lyons-Black says Air Canada’s efforts stand out amongst competitors. “One hundred per cent,” he said. “They have listened to the disabled community and made the necessary changes to make air travel more accessible.”

Rachael Pinnock, Chief Commercial and Impact Officer, Canadian Paralympic Committee, also applauded Air Canada’s ongoing efforts.

 “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. 

“This is a testament to Air Canada’s commitment to listening and learning from the experiences and perspectives of the Para sport community, and it is incredibly exciting to see those insights reflected in practical changes that will improve access to sport and travel. We are grateful for Air Canada’s ongoing partnership and their commitment to advancing accessibility.”

Lyons-Black says his advocacy efforts will continue. “We need to keep breaking down the barriers to make travel accessible for all as it is a fundamental human right.”

More information can be found on Air Canada’s website here.