Air Canada expands mobility aid policy, allowing three items free of charge

Air Canada has introduced a new mobility aid travel policy aimed at making flying less stressful for customers with disabilities, including travellers participating in adapted sports.

Under the new policy, customers can travel with up to three mobility aids at no additional charge, giving passengers greater flexibility to bring equipment they rely on for everyday mobility, care or sports.

Eligible items can include any combination of personal mobility aids, adaptive sports equipment, personal or patient lifts, and similar transfer devices.

“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, in a statement.

“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.”

The policy is designed to accommodate a range of travel needs, whether customers are flying for business, leisure, medical reasons or adapted sport.

It also addresses situations in which mobility equipment cannot be accommodated on the passenger's aircraft. If a mobility aid is too large to travel on the same aircraft as the customer, Air Canada Cargo will transport it within Canada free of charge.

The carrier says the changes will also support adaptive athletes and recreational travellers with disabilities by reducing barriers to participating in sports and leisure travel.

“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, in a statement.

“This policy recognizes that accessibility needs do not look the same for everyone and that people with disabilities should be able to travel with the equipment they need without added uncertainty or having to advocate for an exception.”

The Canadian Paralympic Committee also welcomed the changes, pointing to the potential benefits for athletes across different levels of sport.

“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," stated Rachael Pinnock, chief commercial and impact officer, Canadian Paralympic Committee.

"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.”

Broader accessibility push

The new policy forms part of Air Canada's broader Accessibility Plan, which includes initiatives focused on improving the experience of customers who travel with power wheelchairs and other mobility aids.

Those efforts include providing better flight options, digital tracking and notifications, improving the availability of accessibility equipment, strengthening boarding and transfer support, and collaborating with airports, regulators, aircraft manufacturers, mobility aid manufacturers and accessibility partners.

Air Canada has also developed a mobility aid tracking feature within its app that allows customers to confirm their mobility aid has been loaded onto their flight.

The airline says it has reviewed its procedures for handling mobility aids and invested in specialized lift equipment at airports across Canada.

It also continues to provide employee training focused on safely and respectfully assisting customers with disabilities.

Don't miss a single travel story: subscribe to PAX today!  Click here to follow PAX on Facebook.