Accessibility

If you require accessible accommodations, please call us before completing your booking, toll-free at 1-866-529-2079.  

Business hours: 
Monday to Friday: 8 a.m. – 9 p.m. ET 
Saturday and Sunday: 9 a.m. – 5 p.m. ET

Not all hotels offer accessible rooms, and availability may vary. Accessible rooms may not be available in every room type and can differ from property to property. Our team will submit your request for your travel dates and follow up with the hotel’s availability. 

For select Mexico and Caribbean destinations, adapted airport transfers may be arranged for customers who rely entirely on their personal wheelchair for mobility. These transfers are included in your package, subject to availability, and must be requested at the time of booking by contacting the Call Centre to ensure the necessary arrangements can be made. 

How to request an adapted airport transfer 

1. Contact our Call Centre toll free at 1-866-529-2079 and advise the agent that an adapted transfer is required at destination. Adapted airport transfers cannot be added on our website. 

Business hours: 
Monday to Friday: 8 a.m. – 9 p.m. ET 
Saturday and Sunday: 9 a.m. – 5 p.m. ET 

2. The agent will check availability with our third-party providers and will contact you by phone within 3 business days with the details.  

Important information

• Adapted vehicles are very limited in some destinations.  If not booked in advance, alternate arrangements, with additional fees, may need to be made upon arrival, which could result in extended wait times at the airport before a suitable vehicle becomes available.
• Air Canada Vacations will make reasonable efforts to facilitate adapted airport transfers as requested. However, availability depends on local providers and cannot be guaranteed. We are not responsible for delays, additional costs, or the inability to provide adapted airport transfers due to local availability or circumstances beyond our control, except as required by applicable law. 

Customers travelling with a personal wheelchair who do not require an adapted transfer  

Some travellers are self-reliant but travel with a personal wheelchair or scooter for mobility assistance as needed. Shared airport transfers have limited storage space and may not always be able to safely accommodate mobility aids.  

Customers traveling with a manual wheelchair or scooter must advise the Call Centre at the time of booking so destination teams can be notified in advance and confirm whether space is available on the transfer. The agent will contact you by phone within 3 business days with the details.  

If the mobility aid cannot be accommodated on the shared transfer despite reasonable efforts by third party providers, and you did not provide advance notice at the time of booking, you may need to arrange alternate transportation (such as a private transfer or taxi) at your own expense.  

When travelling with a service dog, customers must advise both Air Canada Vacations and Air Canada in advance. Air Canada Vacations will confirm hotel acceptance and arrange appropriate transfers at destination, while Air Canada must be contacted at least 48 hours prior to departure for approval, documentation, and airline-specific requirements.   

General guidelines:  

• Your service dog must meet all travel, entry or exit requirements of the country, province, state, or territory you are travelling to or from.  
• International: A maximum of 1 service dog is permitted per customer.   
• United States: A maximum of 2 service dogs is permitted per customer.   

Service dogs are not permitted to occupy a seat and must always remain on the floor in front of the customer's seat. The service dog must be harnessed, held on a leash, or tethered while not in their kennel, and must remain under the customer's control at all times.  

Your service dog must have been trained to perform tasks to assist a person with a disability. For domestic, international, and Caribbean flights, your service dog must have been individually trained by an organization or person specializing in service dog training. Proof of training or certification may be required and should be available upon request.  

Booking requirements:  

Service dog requests for vacation packages, including hotel and transfer arrangements, must be made at the time of booking through the Air Canada Vacations call centre. Customers are also responsible for contacting Air Canada Accessibility Services directly to complete the required airline documentation at least 48 hours prior to departure.  

While most hotels accommodate service dogs, policies may vary by property. Hotel approval must always be confirmed in advance of travel to ensure proper arrangements can be made. Air Canada Vacations will confirm acceptance and follow up with the details within 3 business days.  

Additional hotel fees such as cleaning or sanitation fees may apply at certain properties and are payable directly at destination.  

Airport transfers at destination:  

The acceptance of service dogs on shared transfers is subject to each supplier’s policy. Where service dogs are not accepted on shared transfers, private transfer options may be required, and additional costs may apply. Air Canada Vacations will contact the relevant providers and get back to you within 3 business days with the details.  

For full details regarding air travel requirements, customers should also refer to Air Canada Accessibility Services.

Passengers should contact Air Canada Accessibility Services at 1-800-667-4732 (toll-free in Canada and the U.S.) to arrange any airport or in-flight assistance. Air Canada Vacations agents can advise passengers on whether contacting Accessibility Services is necessary.  

Booking a vacation package does not automatically guarantee these services. 

To learn more about the services provided by Air Canada, Air Canada Rouge and Air Canada Express*, please visit the Accessible Travel section of Air Canada’s website.