Mobility assistance

We’re here to support guests who need mobility assistance throughout their trip, from booking to arrival. You can request help in advance so we can be ready to support you at the airport and onboard.

  1. Mobility assistance options

    Choose the option that best matches the support you need. Selecting the right option helps us prepare the right equipment and staff for your trip. 

  2. Before you fly

    Add your service request early to help minimize wait times. Last-minute requests may experience delays.  

  1. Option 1:

    I can walk short distances and use stairs if needed.

    This option is for guests who: 

    • Need a wheelchair for long distances in the airport (for example, between check-in, the gate, or baggage claim) 
    • Can walk short distances and use stairs 
    • Can move within the aircraft without assistance. 

  2. Option 2:

    I can walk short distances, but need assistance with stairs.

    This option is for guests who: 

    • Need a wheelchair for long distances in the airport (for example, between check-in, the gate, or baggage claim) 
    • Can walk short distances, but cannot use stairs 
    • Can move within the aircraft without assistance 

  3. Option 3:

    I need to be transferred to/from my seat, or I can transfer myself with an aisle chair.

    This option is for guests who: 

    • Use a wheelchair at all times 
    • Are unable to independently walk onboard the aircraft and to their seat 
    • Need assistance transferring to and from their seat or can transfer using an onboard aisle chair. 

How to book mobility assistance

  1. During booking

    1. Start by booking a flight 
    2. On the “Guest details” page, select “Request mobility assistance to the aircraft".  
    3. Choose the option that best fits your needs 

    If you are booking through WestJet’s contact centre or a travel agent, they can add mobility assistance at the time of booking 

  2. After booking

    If you already have a booking, you can add or update your request in Manage Trips: 

    1. Go to Manage Trips and enter your six-letter reservation code and the last name 
    2. Select "Edit guest info"   
    3. Choose an option from the “Request mobility assistance to the aircraft " then save your changes 
    Manage Trips

What to expect

  1. At check-in

    We recommend arriving at the airport at least 30 minutes before the check-in cut-off time. A WestJet agent can: 

    1. Confirm your mobility assistance request 
    2. Answer questions 
    3. Help you through check-in 

    Self-serve kiosks are also available at select airports. If you’re unable to use one, or one isn’t available, a WestJet agent will assist you at the counter and help move you to the front of the line when needed. 

    Based on the option selected, support may include: 

    1. Wheelchair assistance through the airport 
    2. Help through security screening 
    3. Support getting to your departure gate or a nearby waiting area 

  1. Washroom access and personal care

    If you require mobility support, we can take you to the entrance of an airport washroom. 

    If you need assistance with personal care, please review our personal attendant information before you travel to make sure the right support is in place. 

  2. Gate pass support (where available)

    At select airports, a gate pass may be available so one person can accompany you to the departure gate. 

    To request a gate pass: 

    • Speak with a WestJet agent at the airport on the day of travel 
    • The accompanying person must show valid, unexpired government-issued ID 

    Gate passes are issued at the airport and are subject to availability. 

Help on and off the aircraft

  1. Boarding

    We offer pre-boarding for guests who need extra time or support. This allows us to help you: 

    • Get to the aircraft door 
    • Board and reach your seat 
    • Settle in comfortably  
    • Store your carry-on and personal item included with your fare. 

    If you need help with stairs, a ramp will be provided when available. 

  2. Getting to your seat

    If you need help moving to or from your seat, be sure to select “I need to be transferred to/from my seat, or I can transfer myself with an aisle chair” when booking. 

    At the airport, please speak with an agent at check-in so we can plan the best way to support your transfer. 

    Depending on your needs: 

    • You may use an onboard aisle chair 
    • Staff may assist using approved transfer equipment 
    • At airports with a mechanical lift and trained staff, the lift can be used 
    • Where a lift is not available, a manual transfer will be provided 

    For safety reasons, transfer assistance is available for guests weighing up to 200 kg (440 pounds). 

  1. Onboard wheelchair

    All WestJet aircraft are equipped with an onboard wheelchair. Our cabin crew: 

    • Provide personalized safety briefings 
    • Assist with transfers between your seat and the washroom 
    • Offer support entering and exiting the washroom 
    • Help with general onboard tasks, such as stowing your carry-on or personal items, opening or cutting food, and using inflight entertainment  

    If you need additional support at any time, please review our personal attendant information. 

  2. Arrival and connecting flights

    After landing, we can: 

    • Assist you to the baggage claim area 
    • Help you reach the public area of the airport or connect you with terminal staff 
    • Bring you to your next gate for a connecting WestJet flight 
    • Bring you to a location where assistance is available if you’re connecting to another airline 

  1. Travelling with your own wheelchair or mobility device

    Find detailed information about travelling with your own wheelchair or mobility aid, including handling, storage, and battery requirements. 

    Wheelchairs and mobility aids

  2. Seating accommodations

    Find information about seating options available to support your comfort and accessibility needs.

    Seating accommodations