Special Service Requests

Porter is pleased to offer the following services to passengers with special needs. Please contact the Call Centre for further information about Special Service Requests at 1-888-619-8622.

Accessibility and Assistance

  • Wheelchair, regular (WCHR) - Passenger with reduced mobility who can walk up and down stairs and is able to walk short distances. The passenger is accommodated with a wheelchair to/from the aircraft door.
  • Wheelchair, stairs (WCHS) - Passenger with reduced mobility who cannot walk up or down stairs. The passenger is accommodated with a wheelchair to/from the aircraft door and is assisted into the aircraft through use of a boarding wheelchair.
  • Wheelchair, confined (WCHC) - Passenger is immobile and must be assisted on and off the aircraft in a boarding wheelchair. Passenger’s wheelchair can be checked in at the counter or at the gate. The passenger wheelchair does not count as part of their baggage allowance.
  • Visual impairment (BLND) - Passenger is visually impaired and is assisted on and off the aircraft.
  • Hearing impairment (DEAF) - Passenger is hearing impaired and is assisted on and off the aircraft.
  • Language difficulty (LANG) - Persons who do not speak English or French may request special assistance.
  • Service animal (SRVA) - Porter accepts certified, professionally trained service animals used by persons with disabilities at no charge. An animal may accompany a passenger with a disability in the aircraft cabin, provided the animal can be accommodated without obstructing an isle or emergency exits. Passengers travelling with their service animal should carry service animal support documentation for presentation to authorities during their travel.
  • Meet and assist (MAAS) - A passenger can ask for special assistance. Examples include passengers with multiple children, passengers with a mental impairment, elderly not requiring a wheelchair, young person travelling alone.
  • Portable Oxygen Concentrator (OXYG) - Passenger relies on the use of their own portable oxygen concentrator for all or a portion of their flight.
    For details related to the conditions of carriage of a POC, please follow this link: Request To Operate POC.
  • Medical (MEDA) - Passenger has a medical condition or travels with an assistive device.
  • Extra seat (EXST) - Passengers who are requesting additional seating for reasons of disability caused by obesity. This request applies only to domestic flights within Canada.
    For details related to these requests, please follow this link: Request For Additional Seating For Self.
  • Attendant (ATTD) - Passengers who are requesting additional seating for an attendant for reasons of disability. This request applies only to domestic flights within Canada.
    Attendants must be physically capable of assisting the passenger with their personal and physical needs during all aspects of travel with Porter. For this reason, attendants may not travel with both a passenger requiring an attendant and a child under 12 years of age.
    For further details related to these requests, please follow this link: Request for Additional Seating For An Attendant.
  • Nut Free Cabin Zone (NFCZ) - While Porter is pleased to assist passengers with allergies, we cannot guarantee an allergen-free environment given the public nature of our aircraft.
    With 48 hours notice, we will remove nut products from our in-flight service menu and assign seating in a buffer zone where passengers are requested not to consume any nut product. Despite our efforts, nut product residue may continue to be present in the cabin, other onboard food items may contain trace elements of nuts and other passengers may bring aboard food items containing nut products or residue. For this reason, passengers with a nut allergy are strongly encouraged to take all necessary medical precautions to prepare for the possibility of exposure.
  • Pet Free Cabin Zone (PFCZ) - While Porter is pleased to assist passengers with allergies, we cannot guarantee an environment free of animal allergens. It is not possible to eliminate animal dander or fur from the aircraft cabin as service animals may be present onboard and passenger clothing may carry animal allergens. To minimize risk for allergy sufferers, we limit the number of pets permitted on each flight to a maximum of two, with the exception of service animals.

    When given 48 hours notice, we will assign seating with a buffer zone separating the allergy sufferer from passengers with pets. Any pets will be kenneled and positioned in an area away from the pet free cabin zone in an effort to minimize potential exposure.

    Passengers with a pet allergy are strongly encouraged to take all necessary medical precautions to prepare for the possibility of exposure.

These services are available to assist passengers with disabilities with the following:

  • registration at the check-in counter;
  • moving to the boarding area;
  • boarding and disembarkation including moving to and from passenger seat; if assistance is requested, Porter may require a person to pre-board the aircraft;
  • retrieving checked baggage;
  • travelling to a representative of another air carrier within the same terminal for a change of flight;
  • moving to the general public area;
  • transferring to a wheelchair, boarding chair or other mobility aid provided by the air carrier from the person's own mobility aid;
  • assistance to stow and retrieve carry-on baggage aboard the aircraft;
  • onboard assistance to transfer to and from a wheelchair, boarding chair or other mobility aid; if assistance is requested, Porter may require a person to pre-board the aircraft;
  • assistance to move to and from the aircraft lavatory, including assistance in the use of an on-board wheelchair;
  • help with meals such as opening packages and identifying items;
  • periodic check from our cabin crew to determine if any assistance is needed; and
  • communication of information regarding weather, on-board service, flight delays.

Please note that each Porter aircraft is equipped with an onboard wheelchair. While our flight attendants are pleased to provide assistance to those requiring use of an onboard wheelchair to visit the lavatory during flight, passengers must be semi-ambulatory and able to transfer themselves into and out of these chairs. With the exception of bulkhead rows, all aisle armrests in the passenger cabin of our aircraft are moveable.

  • Infant (INFT) - Passengers must be between 7 days and less than 2 years old at the time of travel. An adult 16 years or older, can travel with only one infant, and must not be seated in an emergency exit row of the aircraft.
    Passengers travelling with children are permitted to carry, free of charge, one stroller and one car seat per child.
    Parents travelling with an infant under 2 years of age (without paid seat) are permitted a small diaper bag as a carry-on bag as an additional carry-on. These items are subject to standard carry-on weight and size restrictions. Further information on our Baggage policies can be found here.
  • Unaccompanied minor (UMNR) - Passengers between 8 and 11 years old travelling without a parent or guardian must fly as an Unaccompanied Minor (UM). This option is also available, though not mandatory, for passengers between 12 and 17 years old. To book travel for an unaccompanied minor, please phone the Porter Call Centre at 1-888-619-8622. Click here for complete details on Unaccompanied Minor travel.

Passengers travelling with children are permitted to carry, free of charge, one stroller and one car seat per child.

Parents travelling with an infant under 2 years of age (without paid seat) are permitted a small diaper bag as a carry-on bag as an additional carry-on.

These items are subject to standard carry-on weight and size restrictions.

Further information on our Baggage policies can be found here.

Pets Travelling in the Aircraft Cabin

A small pet may travel with you in the aircraft cabin. Pet travel is restricted to house cats and small dogs that can comfortably manoeuver inside an approved carrier during flight. For operational and comfort reasons, Porter limits the number of pet carriers allowed in the cabin to two at any one time.

Please contact the Call Centre at 1-888-619-8622 to confirm reservation availability for your pet on your desired flight prior to booking your own ticket. Reservation for pet travel is required in advance up to 12 hours before departure however, to ensure availability, we recommend reserving as far in advance as possible.

Please note that aggressive or distressed pets may be denied transport at Porter’s discretion.

The cost for transporting your pet in the cabin is $50 CAD/USD per direction. Standard fare class change and cancellation rules apply.

No pets are permitted in the baggage compartment of any Porter flight.

A maximum of one carrier per passenger is allowed, and only one pet is permitted in a carrier.

Pets must travel with an adult, fare-paying passenger. Unaccompanied minors may not travel with a pet.

Passengers travelling with infants may not also travel with pets.

In order to make sure the carrier fits under the seat, you must make certain your pet and carrier fit the following criteria:

  • Maximum allowable weight of pet and carrier = 10 kg (22 lb). Weight is included in standard per passenger baggage limits.
  • Maximum carrier size allowed:
    • Hard-sided: Height 23 cm (9 in); width 40 cm (15.5 in) Length 55 cm (21.5 in)
    • Soft-sided: Height 27 cm (10.5 in); width 40 cm (15.5 in) Length 55 cm (21.5 in)
  • Carriers not meeting the dimensions will not be accepted.

Pet carriers count as the one standard article of carry-on baggage permitted onboard. Passengers travelling with pets will only be allowed one additional personal item, not to exceed 43 cm x 16 cm x 33 cm (17 in x 6 in x 13 in) and weighing less than 9 kg (20 lbs). All other baggage must be checked. Pets cannot travel unaccompanied. To avoid disappointment, you must pre-book your pet on your flight via Porter’s website or calling the Porter Call Centre at 1-888-619-8622 at least 12 hours prior to your scheduled departure time. Passengers travelling with pets will be unable to check-in online and must see a customer service agent upon arrival at the terminal.

Additionally, pets must remain in their carriers from the point at which they undergo security screening until arrival at final destination. Failure to do so will result in future pet travel being denied by the airline.

Important information



Flights with other airlines

Passengers who purchase tickets for connecting travel on a flight with another airline may be subject to the pet travel policy and other rules of that airline and should make themselves aware of those rules.

International flights

If you are taking your pet out of the country or bringing your pet into Canada, you are responsible for meeting all customs and/or regulatory entrance/exit requirements. Pets in poor health may be denied entry into the United States. Most pets travelling to the United States require a health certificate from their veterinarian as well as proof of a rabies vaccination in the past 12 months.

You should arrive at least 90 minutes prior to your flight with a pet. Your pet may require additional screening prior to proceeding to passenger screening.

Please note that some airports may require that pets remain in their carriers at all times. In addition, there are sometimes extenuating circumstances causing extensive flight delays, placing additional stress on the pet.

Pets in Porter Lounges

Pets are allowed in Porter Lounges only under the following conditions:
  • Pets must remain with the owner and kept in the pet carrier at all times;
  • The pet carrier must be leak proof and well ventilated;
  • No part of the pet may extend outside the pet carrier.

Service animals

Porter’s in-cabin pet policy does not include professionally-trained service animals. Please see Porter Service Animal rules for additional information

Passengers with pet allergies

Passengers with allergies to pets who prefer not to be seated adjacent to a pet during flight are advised to notify the check-in agent prior to departure. Reasonable efforts will be made to move you or the pet and pet owner to seats which may provide some relief.

Limitation of liability

Porter will not accept responsibility for any event of loss, delay, injury, sickness or death of any pet or service animal accepted for transportation.

Porter takes no responsibility for the care or feeding of your pet while in any Porter lounge facilities or in transit.

Assistive Devices

Porter is pleased to accept the following assistive devices onboard: ventilators, respirators, continuous positive airway pressure (CPAP) machines, portable oxygen concentrators.

Only those ventilators, respirators, or CPAP machines that are labeled by the manufacturer as “FAA-compliant and approved for air travel” can be operated aboard the aircraft.

The following portable oxygen concentrators will be permitted to be operated aboard Porter aircraft: AirSep Focus, AirSep FreeStyle/AirSep Freestyle 5, AirSep LifeStyle, Delphi RS-00400 (EVO Central Air), DeVilbiss iGo, Inogen One/Inogen One G2/Inogen One G3, Inova Labs LifeChoice/LifeChoice Activox, International Biophysics LifeChoice, Invacare Solo 2, Invacare XPO2, Oxlife Independence, Oxus RS-00400, Precision Medical EasyPulse, Respironics EverGo, Respironics SimplyGo, SeQual Eclipse, and Sequal SAROS. To use one of these portable oxygen concentrators, the passenger must supply the Call Centre (fax 416-203-6422) with a signed Physician’s Statement 48 hours in advance of travel.

Passengers who intend to operate such a device in the aircraft cabin are asked to call the Call Centre at 888-619-8622 no less than 48 hours in advance of travel to determine the expected maximum flight duration of each segment of his/her flight itinerary. A sufficient number of fully charged batteries must be brought onboard to power the device for the duration of their travel time including flight, all ground time and any unexpected delays. We regret that we are unable to provide onboard electrical power.

Spare batteries must be transported in carry-on baggage and individually protected to prevent damage and short circuits. In addition, each spare battery must not exceed the following quantities:

  • For lithium metal or lithium alloy batteries, a lithium content of not more than 2 grams; and
  • For lithium ion batteries, an aggregate equivalent lithium content of not more than 8 grams.

Lithium ion batteries with an aggregate equivalent lithium content of more than 8 grams but not more than 25 grams may be transported in carry-on baggage if they are individually protected to prevent short circuits and are limited to two spare batteries per person.

Medical Fitness For Flight

In the interest of safety, Porter requires a medical certificate from passengers proposing to travel with Porter for whom any of the following conditions relate:

  • They have an unstable medical or psychological condition including any that have previously caused a flight diversion;
  • They have suffered from a recent major medical incident (i.e. heart attack, heart failure, stroke, respiratory failure);
  • They have undergone major surgery in the two weeks before travel;
  • They have an infectious or contagious disease (i.e. tuberculosis, chicken pox, measles);
  • They have had an incident aboard a previous flight and may require medical attention.

The medical certificate must contain a written statement from a physician stating that the passenger is capable of completing the flight safely without requiring extraordinary medical assistance during flight. This certificate must be dated within 10 days of the first flight of the passenger’s itinerary.

Passengers with a fixed or immobile leg are also asked to communicate with the Call Centre at 1-888-619-8622 at least 48 hours in advance of travel in order that appropriate seating may be arranged.

Flights To/From United States

Passengers who wish to obtain a copy of US Department of Transportation Air Carrier Access Act Regulations (14 CFR Part 382), in an accessible format may do so through any of the following means:

  • For calls made from within the United States, by telephone via the Toll-Free Hotline for Air Travelers with Disabilities at 800-778-4838 (voice) or 800-455-9880 (TTY);
  • By telephone to the Aviation Consumer Protection Division at 202-366 -0511 (voice) or 202-366-0511 (TTY);
  • By mail to the Air Consumer Protection Division, C-75, US Department of Transportation, 1200 New Jersey Ave., SE, West Building, Room W96-432, Washington, DC 20590; or
  • On the Aviation Consumer Protection Division’s Website (http://www.dot.gov/airconsumer ).

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