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Porter is dedicated to providing you with a hassle-free and enjoyable travel experience. We offer various types of assistance for those with reduced mobility and other specific needs. Here, you can learn more about the services we offer when you’re travelling with us. If you have any questions or concerns, please contact us and let us know what we can do in order to meet your needs.
There's no charge for selecting a preferred seat if you have a specific seating requirement because of a medical condition or physical disability.
To reserve your seat, contact our Disability Assistance Desk at least 48 hours in advance of travel and advise the nature of your disability and assistance required.
If you did not make your seating reservations within 48 hours of your flight, we will make reasonable efforts to accommodate your request.
You can find out more at Special or Extra Seating.
You can bring your mobility aid or any other assistive device at no extra charge in addition to the standard baggage allowance, as long as it’s for your personal use.
We will carry your assistive devices as priority checked baggage when stored in the cargo hold, or in the aircraft cabin where space permits.
You can learn more at Baggage.
You can check in online 24 hours before your flight departs, unless your reservation contains a special request that requires you to see a Porter representative at the airport.
When checking 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.
If you are unable to use an automated self-service kiosk due to a disability, simply identify yourself to a Porter representative and they will assist you in advancing to the front of the line at a check-in counter without any delay.
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 staff is available to assist you during boarding, deplaning and connecting flights.
We provide connecting flight assistance for those who may need help from one departure gate to another at the same terminal. We will assist you in proceeding to a location where you may receive assistance from a member of the receiving carrier’s personnel. While we will never leave you unattended for long periods of time, we are not able to provide a personal attendant while waiting at the gate. Should your condition require this level of attention, you should make arrangements for travelling with a personal attendant or request a gate pass for an escort.
If you speak a language other than French or English, please notify us of your spoken language. Many of our employees speak several languages.
This service is available once you have checked in and is accessible to all who are travelling with multiple children, a cognitive or developmental impairment, elderly not requiring a wheelchair or a young adult (12 to 17 year old).
Depending on your specific needs, Porter can help with the following:
As an added courtesy, you may request a gate pass for a family member or friend to escort you to the gate at your departing airport. A gate pass may be requested free of charge at the check-in counter to escort an unaccompanied minor, an elderly passenger or a passenger with a disability needing assistance (push the wheelchair, provide extensive personal assistance not provided by airline staff, such as help within a washroom or a sign language interpreter).
Due to security regulations, the gate pass service may not be available for all flights. The airport has the final approval of this request based on the current security level. The individual requesting the gate pass must present valid government-issued photo identification.
If you require a little extra time to board or need assistance, Porter offers pre-boarding as an option. This courtesy is offered upon request to both you and your travel companion.
You must be present at the gate when pre-boarding commences to take advantage of this accommodation. The pre-boarding announcement will be broadcast prior to the general boarding.
At airports where a jet-bridge is not available, we will use alternate boarding methods to assist those who are unable to climb five stairs without assistance.
These include, but are not limited to an Amazon Stair Climber, an elevator or a ramp. When the ramp is used, passengers with limited mobility will be assisted to board the aircraft through the aft (rear) aircraft door.
Upon request, a Porter representative will assist you in transferring between your personal mobility device to a service wheelchair as well as between the service wheelchair and your seat onboard the aircraft.
If you need curbside assistance, we recommend that you request it in advance by contacting our Disability Assistance line at least 48 hours prior to your flight’s departure. Porter will make reasonable efforts to accommodate requests made within 48 hours of your departure.
After disembarkation, a member of the terminal operator’s personnel will assist you in proceeding to the curbside zone. However, please also note that due to safety concerns, Porter staff is unable to provide passenger transfer assistance to and from vehicles.
Billy Bishop Toronto City Airport is wheelchair accessible, either by the ferry ride across the channel or by the pedestrian tunnel, with elevators on both the mainland and the island entrances.
If you have pre-arranged the curbside assistance service, we will come to meet you at the main Terminal entrance on the island, next to the Passenger Drop Off area. We recommend that you arrive on the island at least 90 minutes before the scheduled departure time of your flight so that we can properly assist you.
To take your vehicle on the ferry free of charge, please display your accessible parking permit on the dashboard or produce a copy of your itinerary to show that you have requested disability assistance. Vehicles dropping off passengers with disabilities will not be charged; however, vehicles that intend to park on the island will be charged both ferry and parking fees.
When your vehicle exits the ferry, please proceed to the Passenger Drop Off area, ahead and to the right. Our airport staff can be reached through the courtesy intercom located inside the main Terminal entrance. Designated seating/waiting area is located inside the Terminal next to the entrance doors.
For curbside assistance, you may also choose to be dropped off in front of the passenger Ferry Terminal on the mainland. Our airport staff can be reached through the courtesy intercom located inside the main Ferry Terminal entrance. The customer service ambassador will be dispatched from the airport to meet you at the Ferry Terminal waiting area. Designated seating/waiting area is located inside the Ferry Terminal next to the entrance doors.
During peak travel periods, we appreciate your patience in the event you have to wait a few extra minutes for a wheelchair or for additional assistance
Download Billy Bishop Toronto City Airport map (PDF)Our flight attendants are highly qualified to ensure you receive both in-flight safety and comfort. Upon request, they will periodically inquire about your needs and well-being during the flight.
Once onboard, just sit back and relax while our flight attendants take care of the rest, such as:
However, our flight attendants are not permitted to:
If your medical condition requires others to provide this type of care, you should travel with a personal attendant who can see to these needs during the flight.
All Porter aircrafts can accommodate an onboard wheelchair to fit in the aisle. Our cabin crew uses them to assist those with reduced mobility to move to and from their seat. To ensure availability, requests for onboard wheelchairs should be made at least 48 hours prior to the flight. For requests made less than 48 hours prior to departure, we will make reasonable efforts to provide onboard wheelchair service.
Please note that when providing transfer assistance with the onboard wheelchair, our cabin crew cannot assist with lifting passengers between their seat and the onboard wheelchair or between the wheelchair and the toilet. Passengers must be able to use the grab bars to transfer themselves.
To facilitate seating, all of our seats are equipped with movable armrests, except 1A/B and 2C/D.
Easy-access lavatory is located at the very front of the aircraft next to the cockpit.
Lavatory door handles and locks, grab bars, soap dispensers, faucets, flush controls are designed to be operable with minimal effort.
The lavatory is equipped with assist handles (grab bars), however it cannot accommodate a wheelchair. You must be able to move from your seat to the onboard wheelchair or from the chair onto the toilet. You must be able to use the assist handles to transfer yourself.
If you need assistance exiting the aircraft, getting through the terminal or need a wheelchair waiting at your destination, we’re happy to help. All we ask is for a little patience on your part!
To better assist you and for the safety of everyone, we ask that you remain seated until other passengers have left the aircraft. At that point, it will be much easier for our ground staff to come onboard to help you. This usually takes about 10 minutes or so.
Upon arrival at your destination airport, your wheelchair will be returned to you immediately after disembarking at the gate. The exceptions are some battery operated wheelchairs or scooters that may require special handling. These assistive devices will be returned at Baggage Claim and you will be offered a service wheelchair for use until your own wheelchair has been retrieved.
If your travel includes a transit, please ensure that you allow sufficient time between flights to facilitate the transfer of your mobility aid.
If you have purchased a ticket that includes travel on another airline, you will need to notify the other airline of your specific travel needs as well. Be aware that not all airlines offer the same type of assistance.
If you are transferring to another segment of your trip at the same terminal, a member of the terminal operator’s personnel will assist you in proceeding to a location where you may receive assistance from a member of the receiving carrier’s personnel.
When connecting to or from any other airline, including interline flights, you are responsible for making independent arrangements directly with the other airline and notifying them of any specific travel needs.
