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Disability Assistance

We want to make your journey with us as safe and comfortable as possible. We recognize that there are times when you may need some additional assistance. From booking your flight to information about travelling with a wheelchair or a service animal, you’ll find everything you need to know about your journey right here.

Our Disability Assistance Services

Requesting Disability Assistance

Information for specific travel needs

Mobility and Wheelchair Assistance
Oxygen Needs
Service and Emotional Support Animals
Medication and Medical Conditions
Allergies
Special or Extra Seating
Visual and Hearing Disabilities
Non-visible Disabilities
Travelling With a Personal Attendant

Flights to and from United States

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Air Carrier Access Act

Passengers can obtain a copy of Part 382 from the Department of Transportation by:

  • Calling the Toll-Free Hotline for Air Travelers with Disabilities (within the United States) at 1-800-778-4838 (voice) or 1-800-455-9880 (TTY).
  • Calling the Aviation Consumer Protection Division at 202-366-2220 (voice) or 202-366-0511 (TTY).
  • Writing to the Air Consumer Protection Division, C-75, U.S. Department of Transportation, 1200 New Jersey Ave., SE., West Building, Room W96-432, Washington, DC 20590.
  • Visiting the Aviation Consumer Protection Division website External site which may not meet accessibility guidelines.

Airline Passengers with Disabilities Bill of Rights

The Bill of Rights provides a convenient summary of existing law and describes the fundamental rights of air travellers with disabilities under the Air Carrier Access Act and it’s implementing regulation, 14 Code of Federal Regulations (CFR) Part 383.

To view or download the latest version of the Bill of Rights, please visit the U.S. Department of Transportation website and go to the Airline Passengers with Disabilities Bill of Rights External site which may not meet accessibility guidelines page.

Disability assistance contact information

Toll free: 1-855-542-3707

Voice relay service: TTY - dial 711

Email:

Recourse available to passengers with disabilities

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We are committed to providing world-class service to all of our passengers. For any post-travel feedback or complaints regarding our disability assistance service, please complete our Feedback form. You will receive a confirmation email that includes a case number.

We review all complaints and concerns promptly and respond as quickly as reasonably possible. Some complaints, suggestions or recommendations may, however, require more time and effort to address. Normally, a full response and explanation will be given within 30 days or as soon as reasonably possible.

You may also mail your comments to:

Customer Relations, Porter Airlines Inc.,
Billy Bishop Toronto City Airport,
Toronto, Ontario, Canada
M5V 1A1

If you are unable to resolve a claim or dispute directly with us, you may seek the assistance of the Canadian Transportation Agency’s website.

Notice:

Porter is subject to Canada’s Accessible Transportation for Persons with Disabilities Regulations, including Part I (Requirements Applicable to Transportation Service Providers); Part II (Service Requirements Applicable to Carriers) and Part III (Technical Requirements Applicable to Carriers) thereof, as they pertain to services offered and provided by Porter.