Flair is committed to supporting all our customers who require special assistance due to disabilities or other medical conditions.
Flair will provide wheelchair assistance, allow service animals and certain medical devices on-board its aircraft including portable oxygen and CPAP machines. For more information about which medical devices are allowed through airports, click here.
Customers are requested to identify their special requirements when booking their flight. After booking the ticket on our website please call Flair’s customer service number at (780) 809-1784 to identify the particular special need. Or, if the customer chooses to make the booking (for a nominal fee) through our call centre at (780) 809-1784, the booking representative can also record the customer’s special needs. Special needs should be identified to Flair no later than 72 hours prior to flight time.
Persons requiring special assistance should check in at least two hours before flight time and notify a Flair representative at the check-in counter of their reservation and requirements.
Customers may reserve a wheelchair at all of our airport locations by contacting customer service at (780) 809-1784. Call at least 72 hours before flight time to make the reservation. The following mobility services are available:
- A wheelchair for use throughout the airport and special aisle wheelchairs for transferring customers on-board the aircraft.
- If curbside assistance is required, please contact a Flair representative and they will arrange for the wheelchair.
- Flair can provide an escort to the departure gate. Once there the representative will be unable to remain with the customer at all times but will periodically check in on them.
- Flair offers pre-boarding services for those with disabilities. Such customers must be present prior to the commencement of boarding to receive this service. There is no fee for this service.
- Should the customer require a family member or friend who is not flying to accompany them through security to the departure gate. At the sole discretion of our local representative and dependent on the specific airport’s security guidelines, Flair can issue a special gate pass. Please see us at the Flair Travel check-in counter.
Traveling With Your Own Wheelchair or Mobility Device
Non-Motorized Wheelchairs & Walkers
Flair will place a customer’s wheelchair in checked baggage free of charge. We must be notified at the check-in counter and a baggage tag will be provided. The customer may use the wheelchair for access through the airport and up to the departing gate.
When boarding we will transfer the customer to one of our on-board aisle wheelchairs, if required for transfer to their seat and the wheelchair will be moved to checked baggage.
When boarding we will transfer the customer to one of our on-board aisle wheelchairs, if required for transfer to their seat, and the wheelchair will be moved to checked baggage.
Flair will transport the customer’s motorized wheelchair or mobility assistance scooter as checked baggage free of charge. Due to the size and configuration of batteries on motorized wheelchairs, Flair may not be able to accommodate all such devices. The customer should please call customer service at (780) 809-1784 for more information
Visual or Hearing Impaired
After booking, the customer is required to call customer service at (780) 809-1784 to inform us of their condition and any special needs.
Traveling With a service animal/emotional support animal
Professionally trained and certified service dogs assisting customers with disabilities are carried in the cabin at the customer’s feet at no charge. The animal must be harnessed and certified as having been trained by a professional service animal institution (as required under the Canadian Air Transportation Regulations). Passengers must notify Flair of the breed of the service dog and its approximate dimensions and weight. For the comfort of all passengers, Flair will determine, in consultation with the passenger, where the passenger and service animal will be seated. Where there is insufficient floor space in the seat row of the person’s passenger seat, Flair will permit the service animal to remain on the floor in an area where the person can still exercise control over the animal.
Service Animals that are causing a disruption, including barking, chirping, howling, growling, or other disruptive occurrences, it is in Flair’s sole and absolute discretion, may be denied boarding. The passenger assumes full responsibility for the service animal and must make all necessary arrangements to obtain valid health and vaccination certificates, entry permits, and other documents required by countries, states or territories for entry or transit. In the absence of such documentation, the service animal will not be accepted for carriage.
Only service dogs are accepted as service animals at this time.
Emotional support animals
Emotional support animals are limited to domestic dogs and cats. Flair requires a note from a doctor (who is licensed to practice by a self-regulatory College of Physicians and Surgeons, or other comparable regulator, in the passenger’s home jurisdiction) prescribing the use of the specified emotional support animal aboard an aircraft written within the last year.
Emotional support animals must not be larger than to permit the animal to either rest on the passenger’s lap or under the seat.
Traveling With Oxygen or Other Medical Devices
Personal Oxygen Concentrators (POC)
Customers may travel with their Personal Oxygen Concentrators (POC) provided they will fit underneath the seat in front of them. The size limitations are 16 cm x 33 cm x 43 cm / (6 in x 13 in x 17 in) and 10 Kg (22 lbs).
Extra batteries must be placed in carry-on baggage and must be packaged in a manner that protects them from short circuits and physical damage, e.g.: exposed terminals can be taped over, each individual battery can be in a protective container or plastic bag, or batteries can be in their original packaging.
The customer is fully responsible for their personal oxygen concentrators and batteries and must carry enough battery power to significantly exceed their total travel time, per personal oxygen requirements. They should consider the total time requirements including time in airports before and after the flight, time in the air, time between connections, and unexpected delays.
Other Medical Devices
Other medical devices such as dialysis machines, CPAP machines, etc. can be transported provided they can fit into the overhead storage area. The size limitations are 23 cm x 40 cm x 55 cm (9 in x 15.5 in x 21.5 in) and 10 Kg (22 lbs).
Travellers with Autism Spectrum Disorder (ASD)
Flair Airlines is proud to be Canada’s first certified ‘autism aware’ airline, where all of our flight attendants have completed a specialized training course in ‘autism awareness’. To learn more and to prepare for your flight, visit flyflair.com/autism-aware.
Other Special Needs
Flair sells products on board containing various ingredients that may be allergens for some customers. It is the customer’s responsibility to always carry the proper medication and other protection. Flair cannot guarantee that food served on board will free from peanuts, peanut by-products and/or other foodstuffs to which someone may be allergic. Flair will not be responsible for customers who may bring peanuts or other products on board, or for any residue that may remain within the aircraft.
For other special needs not listed here, please contact Flair Customer Service at (780) 809-1784.