Wheelchairs, scooters and mobility aids

One medically required wheelchair is accepted per guest at no charge in addition to the checked baggage allowance. Guests travelling with more than one wheelchair should be prepared to identify their primary wheelchair. Charges will 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.

On a first-come, first-served basis, we will accept up to two guest owned folding wheelchairs (one per guest) to be stored, in the cabin of our Boeing 787 Dreamliner. While your wheelchair cannot be used on board the aircraft, we do have an onboard wheelchair to assist you. For all other aircraft, guest-owned folding wheelchairs are transported in a dedicated space in the cargo compartment.

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 and, depending on the aircraft operating your flight, may be required 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, or if it will jeopardize safety or weigh more than the lift or ramp permits, 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.

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 mobility device, however, 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 decide to travel on an alternative itinerary to the same destination you will be charged the lower fare of the two trips.

How to add wheelchair assistance to your booking:
 

• New bookings
• If you are reserving travel on westjet.com please be sure to use the correct option from the "Accessibility request" section on the "Guest details page" (where you enter your name).
  
• Existing bookings
• If you have an existing booking and would like to add wheelchair service please search for your booking using Manage trips, then select "Guest Info" and choose an option from the "Accessibility request" section and save your selection.
• You can also contact us and we can add this detail.
   

Choosing the right option is especially important for guests travelling on a WestJet Encore flight, as most Encore flights are ground-loaded.

Please review the information below for a detailed description of each option.

Option 1 – Help within the airport only

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 – Help to the gate and I am not able to walk up or down 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 – Help to the aircraft and I need to be carried to/from my seat

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 and down stairs
• require transfer assistance into the cabin, into your seat and to/from your seat to the lavatory. 

Please be aware that you must be self-reliant or travel with a personal attendant if you require assistance with personal needs inside the lavatory.
 

Wheelchairs and mobility aids require special handling. To provide you with the most stress-free travel experience, we strongly recommend that if you will be using a wheelchair or mobility aid that you:

• include this information at the time of booking or advise us a minimum of 48 hours before travel. We will make every reasonable effort for requests made within 48 hours before flight departure.
• review your owner's manual so that you are familiar with and can describe how your mobility aid should be prepared for transport. Consider bringing your owner's manual to the airport. If you have had any modifications made to your mobility aid, 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.
• in any case of a denial, we will provide you with notification at the time of the denial, and in writing within 10 days of denial.
   

Please be aware:

• depending on the aircraft operating your flight, the cargo door/container 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.

Upon request, we will:

• Provide you with assistance to and from the door of the aircraft
• Assist in transferring you between your wheelchair or other mobility aid to our wheelchair and the aircraft seat (before and after the flight)
• Bring you to the entrance of an airport washroom using a wheelchair. Please note, our agents will not enter or provide assistance within the washroom. If you require assistance for personal care, you may need to travel with a personal attendant.
• Allow for you to use your personal wheelchair or mobility aid until it becomes necessary to store it, and we will return it to you promptly upon arrival
• Bring you to a designated location near the gate and periodically check on you
• Allow you to board before other guests in order to help you locate your seat and store your personal item and carry-on baggage. Once general boarding begins, you will be required to board after other passengers.

If you have limited or reduced mobility and indicated this on your reservation by selecting or requesting a special service request of "Wheelchair; carry on" we offer the following transfer options:

• If you can self-transfer, please advise the person assisting you
• 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 ensure your safety and the safety of the person assisting you, if you require us to transfer you, and if this lift and trained staff is available, it must be used.

If the Eagle transfer device or staff trained to use the lift is not available, we will use a transfer kit which includes a sling, a transfer belt, and a transfer board. If you exceed 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, if necessary, by disassembling your battery-powered mobility aid, packaging it and reassembling it upon arrival.

To ensure this is done correctly, you are required to:

• check in for your flight at least thirty minutes before the recommended check-in time to ensure we have adequate time to prepare your mobility aid for the flight.
• provide detailed instructions on the disassembly and reassembly of your mobility aid. 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, we will not accept your mobility aid as this presents a safety risk.
• provide any specialized tools needed for assembling or disassembling the mobility aid.

We ask that you:

• check the size restrictions for mobility aids before you reserve travel, as this may restrict how and when your mobility aid can travel.
• confirm you are able to travel with the battery type your mobility aid uses before you arrive at the airport. 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.
• take any easily removable pieces that are within the carry-on baggage dimensions, such as baskets, joysticks, cushions, headrests, etc. on board.

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.

Our cabin crew will assist you with transferring you between your seat and the washroom using an onboard wheelchair, but you must be able to stand, pivot and weight bear.

We will also offer you stability as you enter and exit the washroom, however, you must be able to attend to your own personal needs as our cabin crew members are not permitted to assist with personal hygiene. If you need more assistance, you may need to be accompanied by a personal attendant.

Guests that require the use of the onboard wheelchair, assistance from a personal attendant, or service animal will be allowed to use the washroom with the most amount of space. Note: only the washroom on the 787 Dreamliner is large enough for the onboard wheelchair, an attendant or a service dog.

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 quickly 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 will make every reasonable effort 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 may not be possible.

We take the delay or damage of a mobility device very seriously, and we follow up on 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 respects, 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. We will also reimburse you for any expenses you may incur because your mobility aid was damaged, destroyed or lost or if it was not made available to you at the time of your arrival at your destination.

Accessible Transportation for Persons with Disabilities Regulations require us to offer the option to make a special declaration of interest under Article 22(2) of the Montreal Convention or under Article 22(2) of the Warsaw Convention. However, because the repair or replacement of the mobility aid does not require a special declaration to be covered, we deem this option unnecessary.