Wheelchairs, scooters and mobility aids

Air travel with any type of mobility aid requires a bit more preparation for you, as well as WestJet. If you are bringing your own wheelchair, scooter or mobility aid, you'll find what you need to know right here.

Although some mobility aids are marked by the manufacturer as “Airline approved” or “Safe for air travel,” this stamp does not automatically mean it is approved by WestJet. Please review the information below to identify how it applies to your mobility aid. WestJet has the final decision as to whether or not a mobility aid will be accepted for transport.

If you have specific questions that aren't answered here, or you want to speak to someone about your special needs in person, call 1-888-937-8538 (1-888-WESTJET).

As this information is updated regularly, we suggest you check back before your day of travel.

Services and amenities for guests with special needs in international destinations/hotels:

Travelling abroad with a special need can pose unique challenges. International accessibility services and amenities may not meet Canadian or American standards, and may differ from location to location. We strive to ensure that appropriate arrangements are made to make your travel a remarkable experience, however, we are unable to guarantee the availability of or access to accommodations, or other third-party services for guests with special needs in destinations outside of Canada and the U.S. If you are travelling on a WestJet Vacations package booking, we will make our best effort to provide acceptable arrangements and will commit to disclose any arrangements in advance when possible. Please call us at 1-877-737-7001 so that we can help ensure your vacation needs are met, and provide you with a list of our current hotel partners that may be able to meet your travel needs.

In addition to the checked baggage allowance, each guest with reduced mobility is permitted one medically required wheelchair at no charge. Guests travelling with more than one wheelchair should be prepared to identify their primary wheelchair. Charges may apply to any additional wheelchairs, including wheelchairs used for sporting events such as rugby, basketball, tennis or racing, etc. Please be aware that wheelchairs used for sporting events are considered to fall within WestJet's limits of liability for sporting equipment.

While your wheelchair cannot be used on board the aircraft, we do have an onboard wheelchair to assist you.

You should be aware that there are strict criteria for travelling with a battery. Please see our information about batteries for complete details, and to avoid your battery being denied for your flight.

If you intend to transport your wheelchair in the cargo compartment of the aircraft, it must fit through the cargo door. Please be aware that depending on the aircraft operating your flight, the cargo door configuration may require your mobility aid to be turned onto its side to fit through the entrance. If your mobility aid cannot be turned on its side for loading and unloading, we cannot accept it for transport.

Most mobility aids will be transported in an upright position. Depending on the type of wheelchair battery that your mobility aid uses, the battery may need to be removed.

We recommend you check that WestJet can accommodate your wheelchair's dimensions before you book travel. We strongly recommend that you provide us with your wheelchair dimensions a minimum of 48 hours before your flight is scheduled to depart. We will confirm whether your wheelchair can be accommodated on the aircraft scheduled to operate your flight. Please note, that due to operational requirements, we may change the aircraft operating a specific flight without notice. We will do all we can to accommodate your request, however, in some cases we may need to change your reservation to ensure your mobility aid can be accommodated. If your mobility aid does not fit, we will work with you to identify alternative arrangements.

If you are travelling with a wheelchair, we recommend that you notify WestJet at least 48 hours before departure. The earlier you tell us, the better prepared we will be, as this gives us time to process your service request and make the most suitable arrangements. In cases where notification is not provided 48 hours before departure, we will make our best effort to accommodate.

If you are reserving travel on westjet.com please be sure to use the correct option from the three wheelchair service to/from the aircraft available for selection on the "Guest details page" (where you enter your name). You can also call us at 1-888-937-8538 (1-888-WESTJET) and we can add this detail.

Wheelchairs of all kinds require special handling. In order to provide you with the most stress-free travel experience, we strongly recommend that if you will be using mobility aid that you:

  • include this information at the time of booking or advise us a minimum of 48 hours before travel.
  • review your owner's manual so that you are familiar with how your mobility aid should be prepared for transport, and bring it with you to the airport. If you have had any modifications made to your mobility aid the detailed instructions on how to prepare this equipment for transport must also be provided.
  • are aware that if a battery cannot be deactivated or disconnected, it will be denied transportation.
  • be aware that there are strict criteria for travelling with a battery. Please see our information about batteries for complete details and avoid your battery being denied for your flight.

Please be aware:

  • depending on the aircraft operating your flight, the cargo door configuration may require your mobility aid to be turned onto its side to fit through the entrance. If your mobility aid cannot be turned on its side for loading and unloading, we cannot accept it for transport. Please note, that due to operational requirements, we may change the aircraft operating a specific flight without notice.
  • if you are travelling with another airline, or one of WestJet's partner airlines, you will be required to contact all carriers on your itinerary to confirm this process and their notification and reservation requirements. We do not transfer or arrange transfer of mobility aids.

WestJet offers three different wheelchair services to get you to and from check-in to the aircraft.

You can help us prepare appropriately to facilitate your boarding by making sure the correct service type is indicated on your reservation. This is especially important in cases where you are travelling on a WestJet Encore flight, as most Encore flights are ground-loaded and we want to ensure we are prepared appropriately to assist you.

Option 1 – Wheelchair; can walk up steps

This request indicates that you primarily require a wheelchair for distance, including a wheelchair from check in to/from the aircraft, but that you:

  • can walk up and down steps unassisted
  • will be able to walk unassisted to and from the door of the aircraft to your seat
  • will be able to walk unassisted to and from your seat to the lavatory

Option 2 – Wheelchair; no steps  

This request indicates that you cannot walk up or down steps, but that you will be able to walk unassisted to/from:

  • the door of the aircraft to your seat
  • your seat to the lavatory

Option 3 – Wheelchair; carry on

This request indicates that you are completely immobile and you:

  • require a wheelchair upon check-in to get to/from the aircraft
  • must be transferred up/down stairs
  • require transfer assistance into the cabin, into your seat and to/from your seat to the lavatory

All WestJet aircraft have a specially designed onboard wheelchair that fit the aisle of the aircraft for use to transfer you to/from the lavatory. Our cabin crew will transport self-reliant guests to/from the onboard lavatory.

You must be able to attend to your own personal needs, stand/pivot and/or bear weight and move within the space in the lavatory. Please be aware that the lavatory's doorframe prohibits the onboard wheelchair from entering. Cabin crew members are not permitted to assist you with personal hygiene. Our cabin crew will only assist you with getting to and from the lavatory using the onboard wheelchair.

Privacy dictates that our crew will not assist inside the lavatory, other than to offer stability as you enter and exit. You must lock and unlock the door or request the cabin crew member to lock the door from the outside.

If you have used the special service request of "Wheelchair; carry on" we offer the following transfer options:

  • If you can self-transfer, please advise the WestJetters assisting you
  • Transfer using a sling and transfer board (and at times a belt)
  • Eagle transfer device: this mechanical lift device is used to transfer guests with limited or reduced mobility. The devices have a maximum lift capacity of 200 kg (440 lbs). To see how this device is used, view the manufacturer's video.
    • To ensure your safety and the safety of the WestJetter's assisting you, if you require us to transfer you, and if this lift is available, it must be used (we may make an exception for specific medical concerns that restricts its use; this will be determined at the time of check in). If you exceed the device's maximum lift capacity of 200 kg (440 pounds) we cannot accept you for travel. Please contact WestJet's Special Care Desk as we may be able to assist in making alternative arrangements.

If you have provided 48 hour's-notice, we will be able to assist you, but there are still a few steps before flight departure.

Please be aware that you must:

  • ensure you are familiar with how your mobility aid should be prepared for transport.
  • provide detailed instructions on how prepare, remove, stow or handle your mobility aid if you have had any modifications made to your mobility aid.
  • be able to travel with the battery type your mobility aid uses. To identify your battery type, check your user manual or check with your mobility aid's manufacturer. Once you know what type of battery your mobility aid uses, check your battery allowances and restrictions.
  • deactivate or disconnect any battery power for your device, or provide detailed instructions to our agents to manage this process. If you don't have your owner's manual or cannot provide instructions on how to deactivate the battery power and we cannot deactivate or disconnect your battery. Therefore, for safety, we will not accept your mobility aid.
  • remove any easily removable pieces that are within the carry-on baggage dimensions, such as baskets, joysticks, cushions, headrests, etc. from your mobility aid and carry them on board.
  • check in for your flight at least one full hour before the recommended check-in time. This ensures we have the time we need to ensure your wheelchair is prepared appropriately.
  • check the size restrictions for mobility aids, as this may restrict how and when your mobility aid can travel.

There are strict criteria for travelling with a battery or battery operated equipment. To avoid your battery being denied for your flight, please review the information about batteries on our restricted items page.

Sometimes despite our best efforts, items including mobility devices may be damaged or delayed. When a mobility device is damaged or delayed with WestJet, we do our best to care for your interim mobility needs, at our expense, and ensure that the repair of the damage is completed as efficiently as possible. In the event of a delay, we will work to reunite you with your mobility device as soon as possible. In the meantime, we would like to provide you with an equivalent model, but unfortunately - sometimes due to specific customization of the device or the particular WestJet destination - there may be significant challenges doing so. Sourcing appropriate rental mobility devices and/or the qualified technicians to service mobility equipment, especially those that are custom and computerized may take more time, or in some cases not be possible.

We take the delay or damage of a mobility device very seriously, and we follow up on each and every mobility file reported to us. This helps us to learn and understand the reason for each occurrence and work to prevent future occurrences. It is because of our sincere care for our guests, and because we recognize the importance of a mobility device for our guests that these processes are in place. In some aspects, we are regulated in how we manage these situations. For details you can review this information in our Tariffs and conditions of carriage

If a damaged aid cannot be repaired or is delayed and cannot be located within a reasonable period of time after arrival, we will replace it with a comparable item, or work with you to bring the matter to a mutual resolution.

In addition to the checked baggage allowance, WestJet accepts one medically required scooter per guest at no charge, subject to size restrictions. Any detachable parts that fit within the carry-on baggage sizing is accepted in the cabin.

Scooters are transported in the cargo compartment of the aircraft, and therefore can only be accepted for transport if its size permits access through the cargo door.

Scooters over 83 centimetres (33 inches) in height may need to be turned on their side or angled to fit through the opening. Scooters that are too large to fit through the opening, turned on their side, or otherwise angled to fit through the cargo door opening, cannot not be accepted for carriage.

If you are travelling with a medically required scooter, we recommend that you notify us at least 48 hours before departure. The earlier you tell us, the better prepared we will be, as this gives us time to process your service request and make the most suitable arrangement. In cases where notification is not provided 48 hours before departure, we will make our best effort to accommodate.

We do not require advance notice for non-medically required scooters; however these scooters are only accepted on a space available basis and are subject to all baggage fees.

There are strict criteria for travelling with a battery or battery-operated equipment. To avoid your battery being denied for your flight, please review the information about batteries on our restricted items page.

We do not require advance notice for non-medically required scooters; however these scooters are only accepted on a space available basis and are subject to all baggage fees.

Depending on the type of battery your medically required scooter uses, you may be required to remove it and carry it with you in the cabin of the aircraft. Please see our information about batteries for complete details, and to avoid your battery being denied for your flight.

Scooters that are up to 45 kg (100lb.) and have a battery that must be removed in order for the device to fully collapse (batteries not encased at the base of the scooter), are considered a powered collapsible mobility device. These collapsible scooters and detachable parts are accepted in the cabin, or as checked baggage. This applies to lithium and non-spillable battery operated units.

Scooters that require a key to start and operate should have the key removed and you should keep the key with you.

Sometimes despite our best efforts, items including mobility devices may be damaged or delayed. When a mobility device is damaged or delayed with WestJet, we do our best to care for your interim mobility needs, at our expense, and ensure that the repair of the damage is completed as efficiently as possible. In the event of a delay, we will work to reunite you with your mobility device as soon as possible. In the meantime, we would like to provide you with an equivalent model, but unfortunately - sometimes due to specific customization of the device or the particular WestJet destination - there may be significant challenges in doing so. Sourcing appropriate rental mobility devices and/or the qualified technicians to service mobility equipment, especially those that are custom and computerized may take more time, or in some cases not be possible.

We take the delay or damage of a mobility device very seriously, and we follow up on each and every mobility file reported to us. This helps us to learn and understand the reason for each occurrence and work to prevent future occurrences. It is because of our sincere care for our guests and because we recognize the importance of a mobility device for our guests that these processes are in place. In some aspects, we are regulated in how we manage these situations. For details you can review this information in our Tariffs and conditions of carriage

If a damaged aid cannot be repaired or is delayed and cannot be located within a reasonable period of time after arrival, we will may replace it with a comparable item or work with you to bring the matter to a mutual resolution.

Medically required mobility devices (for example braces, canes, etc.) will be accepted free of charge in the cabin if they are within the carry-on baggage size allowance.

If you do not medically require these items yourself, you may transport them in checked baggage, however, all applicable checked and excess baggage fees will apply.

 

We do not require advance notice or for these items to be added to your reservation.

Sometimes despite our best efforts, items including mobility devices may be damaged or delayed. When a mobility device is damaged or delayed with WestJet, we do our best to care for your interim mobility needs, at our expense, and ensure that the repair of the damage is completed as efficiently as possible. In the event of a delay, we will work to reunite you with your mobility device as soon as possible. In the meantime, we would like to provide you with an equivalent model, but unfortunately - sometimes due to specific customization of the device or the particular WestJet destination - there may be significant challenges in doing so. Sourcing appropriate rental mobility devices and/or the qualified technicians to service mobility equipment, especially those that are custom and computerized may take more time, or in some cases not be possible.

We take the delay or damage of a mobility device very seriously and we follow up on each and every mobility file reported to us. This helps us to learn and understand the reason for each occurrence and work to prevent future occurrences. It is because of our sincere care for our guests and because we recognize the importance of a mobility device for our guests that these processes are in place. In some aspects, we are regulated in how we manage these situations. For details you can review this information in our Tariffs and conditions of carriage

If a damaged aid cannot be repaired or is delayed and cannot be located within a reasonable period of time after arrival, we will may replace it with a comparable item or work with you to bring the matter to a mutual resolution.

 

If you are planning on travelling with a larger item, such as a personal lift, these items are only accepted on a space available basis, and are subject to all applicable fees, including overweight and oversize fees. You should be aware that there are limits of liability which may not cover the replacement cost if damaged. As such, we strongly recommend that you investigate rental options for these items at your destination, and caution that if you do not provide adequate notification, or these items are not packaged appropriately for air travel, these items will not be accepted. We strongly recommend that you purchase insurance for any equipment that is over the limited liability amount. Please be sure to check with your product's manufacturer, as many models provide only packing instructions for land transport, which does not meet aviation packing requirements.

There are strict criteria for travelling with a battery or battery operated equipment. To avoid your battery being denied for your flight, please review the information about batteries on our restricted items page.

WestJet has a maximum liability for all items transported.

For domestic travel only, WestJet's maximum liability as a result of damage and/or loss is 1,131 Special Drawing Rights per item (approximately $1,800 CAD).

For international travel, WestJet's liability will be limited by either the Montreal Convention or the Warsaw Convention, as applicable. In most cases, the limitation amount will be 1,131 Special Drawing Rights. If you have purchased excess valuation ‑ which is available at the airport, prior to departure, for a fee ‑ the maximum liability is $3,000 CAD/USD (which includes the standard 1131 SDRs).

You may wish to consider the purchase of travel insurance for items valued exceeding WestJet's maximum liability.

WestJet accepts orthotic positioning devices (OPD) for use on board the aircraft. If you are planning to use an OPD on board, you will be seated in a location that doesn't restrict the exit of any other guest.

This restriction means you will generally be seated in a window seat, and you will not be allowed to sit in an emergency exit row.

All orthotic positioning devices must:

  • be medically required;
  • fit within the aircraft seat - it may not extend above the back, impede the recline of seat in front and must allow the armrest to be fully lowered;
  • use the aircraft seatbelt as the primary means of restraint (you must use the seatbelt for take-off, landing and when instructed by the cabin crew);
  • not be a booster seat or unapproved child restraint system;
  • not be labelled with restrictions for use on board the aircraft or by the individual using it;
  • not require a cabin crew member to assist in its use in any way.

WestJet accepts the FAA certified AmSafe Child Aviation Restraint System (CARES) and the Special CARES systems. This system is available for:

  • children between 22 and 44 pounds occupying their own seat that weight.
  • adults that require core support or stability.

If you require the use of any other restraint system, WestJet requires notification and must assess and approve the restraint system before it may be used. Any other item used which would require attachment to the seat. In all cases, the restraint item MUST be used in conjunction with the seat belt.

There are strict criteria for travelling with a battery or battery operated equipment. To avoid your battery being denied for your flight, please review the information below:

  • batteries are classified as dangerous goods – we take the handling of batteries very seriously and will not accept batteries which are not prepared properly for transport.
  • some batteries must be removed from the object they are in, or deactivated. For larger items like wheelchairs and mobility aids, we can assist if you provide the manufacturer's or verbal instructions.
  • WestJet strictly adheres to the individual manufacturer recommendation for proper disassembly and stowage as described in the owner's manual when provided.
  • Most batteries must be transported in carry-on baggage. See our restricted items page for information on whether your battery is permitted in checked baggage.
  • All battery terminals must be either recessed or packaged to protect them and prevent contact with metal objects (short circuit), including the terminals of other batteries.
  • Ensure you bring an adequate supply of approved batteries to meet your specific needs. As applicable, this may include, the duration of the flight, all ground time (before and after flight and during connections) and any unexpected delays in the terminal, during the flight or before landing; a good practice is to calculate this full amount of time and bring 1.5 times that total time.
  • For limitations on the number of batteries you are permitted to bring for your device, please check our restricted items site for information specific to your battery type.

Although there are charging ports on the aircraft, you may not use them to charge medical devices or batteries used for medical devices or mobility aids as they are not designed for this use. WestJet is not liable for any injury, harm or damage to the equipment caused by a guest attempting to use this power supply for batteries or portable medical electronic devices.

Prepare for travel:

  • Review your owner's manual and the information below so you are prepared to remove or instruct us on how to remove your battery or confirm that accidental activation cannot occur.
  • If you cannot remove, provide manufacturer’s information or provide verbal instruction on how to remove, deactivate or prevent activation, or properly prepare the battery for transport, the battery will be denied.
  • Notify us at least 48 hours before departure. If you do not provide 48 hour's-notice, we will make our best effort to accommodate, but we cannot guarantee that we will be able to accommodate you.
  • When you call us, please have the information pertaining to the type of battery you are using and the proper stowage method to ensure safe transport. Be prepared to answer the following questions (as applicable):
    • Is the battery removable?
    • What type of battery are you travelling with? Examples include spillable (wet cell) non-spillable (sealed lead acid), or lithium).
    • What is the height, weight, width, and length of your mobility aid?
    • Do you have any items that are detachable, which should be brought in the cabin of the aircraft to avoid damage?


If you still have questions you can call us at 1-888-937-8538 (1-888-WESTJET).

Air travel with any type of mobility device requires a bit more preparation for us both. In order to provide you with the most stress-free travel experience:

  • be aware that it is your responsibility to remove the battery, or provide manufacturer's instructions on how to remove the battery. If you cannot remove the battery properly for transport, or provide the required manufacturer's information on how to remove the battery, or provide verbal instruction the battery will be denied transport.
  • WestJet strictly adheres to the individual manufacturer recommendation for proper disassembly and stowage as described in the owner's manual.
  • Check in at least one full hour before the recommended check-in time for your flight.

 All airlines maintain individual criteria for battery acceptance; if you are travelling with WestJet and/or another airline, please confirm the acceptance policy for each airline on your itinerary.

Contact us – persons with special needs

Contact us – persons with special needs

Call us toll-free (1-866-693-7853) or email us (disabilityassistance@westjet.com) if you are a person with special needs and have an inquiry or if you are experiencing difficulties accessing WestJet.com.

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Seat maps

Seat maps

You will find that our seats differ depending on the aircraft you are flying on, the fare you booked and the location on board. The information below should help you get acquainted with our seat layout.

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