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Your handy travel companion


Disability and Special Assistance FAQ

Still have questions after reviewing our Disability Assistance pages? Here we have provided some additional information you might find helpful.

Popular questions

We offer various types of special assistance most of which can be booked online:

  • Mobility and wheelchair assistance
  • Meet and assist
  • Visual or hearing impairment assistance
  • Allergies: nut-free or pet-free cabin zone
  • and many more.

If the service required isn’t available on line, refer to our Disability Assistance pages or contact our Disability Assistance desk at 1-855-542-3707.

You can tell us about your specific requirements:

When booking on

Special assistance requests can be selected on the Passenger Details page of the booking flow.

When booking through the Disability Assistance Desk at 1-855-542-3707

You should identify your special needs and provide as many details as possible.

When updating an existing reservation

You can update your booking with your special assistance request through My Bookings.

Alternately, you can contact the Disability Assistance Desk at any time to advise the details of your request and we will do our best to accommodate you.

Learn more about disability assistance.

If you, or a member of your party, requires special assistance at the airport, we recommend you submit your request when you book your flight or let us know as far in advance as possible. If your request is submitted within 48 hours, we will make every reasonable effort to accommodate your request.

The following special requests require a minimum of 48 hours advance notice:

Pre-booked special assistance will be provided when you check-in at the airport. Please arrive at least 90 minutes before the scheduled departure time of your flight so we can provide you with the best possible service.

To help us make your journey flow smoothly, it is always a good idea to let our airport staff know of any special requirements when checking in at the airport, even if your special assistance request has already been noted on the reservation at the time of booking.

Porter is dedicated to providing you with a hassle-free and enjoyable travel experience. We offer various types of assistance for passengers with reduced mobility. Depending on your specific needs, Porter can help with the following:

  • Assist you from Check-in to the departure gate and from the arrival gate to Baggage Claim.
  • Meet you at the departure gate to collect your mobility aid or assistive device (where applicable).
  • Meet you at the arrival gate to deliver your mobility aid or assistive device (where applicable).

For more details, please visit Our Disability Assistance Services page.

All air carriers have the right to refuse to carry passengers with conditions that may worsen, or have serious consequences, during the flight. If there is any concern or indication that you could be suffering from an infectious disease/skin condition then Porter may require medical clearance.

If you are travelling with any visible skin conditions we recommended that you travel with a medical certificate or doctor’s letter confirming that you are fit to fly.

Passengers are required to produce a medical certificate confirming that they are fit to fly if they are travelling with any of the following conditions:

  • Rubella
  • Measles
  • Mumps
  • Chicken pox.

If you have an underlying medical problem or chronic illness, you should seek medical advice before planning your journey.

  • You should carry all necessary medication and medical items for the entire duration of the journey.
  • All medications, especially prescription medications, should be packed in carry-on luggage, in their original containers with clear labels. A duplicate supply carried in the checked luggage is a safety precaution against loss or theft.
  • You should carry the name and contact details of your physician on your person with other travel documents, together with information about the medical condition and treatment, and details of medication (generic drug names included) and prescribed doses.
  • It is recommended to carry a physician’s note, certifying the need for any drugs or other medical items (e.g. syringes) carried by the traveller that may be questioned by customs officials and/ or security personnel.

All travellers are strongly advised to seek comprehensive travel insurance.

Insulin pumps that don’t use a wireless glucose monitor are welcomed for use onboard the aircraft.

Insulin pumps that use wireless glucose monitors cannot be used in-flight, but can be brought on board at no additional cost provided they fit securely beneath the seat or in the overhead compartment. Read more about travelling with medication and medical conditions.

Due to safety reasons, Porter does not supply medical oxygen on board nor do we permit any type of compressed or liquid oxygen to be transported on the aircraft.

Porter does, however, accept certain respiratory assistive devices that assist with an individual’s respiratory functions including ventilators, respirators, continuous positive airway pressure machines (CPAPs) and approved portable oxygen concentrators (POCs). Read more

With 48 hours’ notice, we will remove nut products from our inflight service menu and assign seating in a buffer zone where passengers are requested not to consume any nut products.

While we are pleased to assist passengers with allergies, we cannot guarantee an allergen-free environment as 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. Read more about Allergies

Porter welcomes certified, professionally-trained service animals and emotional support dogs in the aircraft cabin, as long as the animal is providing disability-related assistance to a passenger.

If you plan on travelling with your service animal we recommend that you notify us at least 48 hours prior to departure, so that we can best accommodate you and your animal. Learn more about travelling with Service and Emotional Support Animals.