Accessibility

At Pearson Airport, we’re committed to providing a smooth and enjoyable airport experience for all.

Plan ahead

Are you a passenger with a disability or are you travelling with someone with a disability? Pearson provides a wide variety of accessible services and facilities designed to enable more choice and greater independence as you travel through the airport.

To make sure you have a safe and enjoyable trip, we recommend you notify your airline of your needs at least 48 hours before your flight.

Accessibility Plan and Progress Reports

We are on a journey to making YYZ Toronto Pearson International Airport the most accessible airport in the world.
Our accessibility statement

Accessibility at Toronto Pearson is about creating an experience of air travel that enables everyone to participate fully in the exhilaration of exploration, as well as the enjoyment of reuniting with friends and family.
Accessible self-service check-in kiosks

Accessible self-service check-in kiosks are available throughout the departures area of Terminals 1 and 3.
Accessible toilets and changing rooms

All washrooms at Pearson have a wheelchair accessible toilet. Each terminal also has an accessible changing room with accessible toilet and shower.
Aira

Aira is an app that uses technology and human assistance to enable those with sight loss the choice to navigate the airport independently.
Arranging for wheelchair and mobility assistance

Wheelchair and mobility assistance is provided by your airline and should be prearranged with the airline directly at least 48 hours prior to travel. Self-service wheelchairs are also available.
BlindSquare

BlindSquare is a self-voicing GPS-based iOS app that uses Smart Beacons to enable those with sight loss greater independence as they navigate departure areas in Terminals 1 and 3.
Hearing loops

Hearing loops are a special type of sound system for use by people with hearing aids or Cochlear implants. They work by cutting out unwanted background noise as sound goes directly into the hearing aid.
In-terminal shuttle service

In-terminal shuttle service provides a quick and easy ride to and from your gate.
LanguageLine

Toronto Pearson now offers LanguageLine to facilitate communications with passengers who have limited knowledge of English, as well as passengers who are deaf and hard of hearing.
MagnusCards

MagnusCards, a free app, helps people with autism and other cognitive special needs with common tasks. The Toronto Pearson Card Decks walk you through common airport processes.
Mobile flight notifications

You can receive flight updates via SMS to your iOs or Android device.
Safety

In the case of an emergency at the airport, we have a variety of accessible options to assist you.
Service animals

Service animals and guide dogs are welcome in our terminals. Service dogs and pet relief areas are available in both our Terminals and our Infield Concourse Terminal.
Sunflower Lanyards

Lanyards are available for passengers with invisible disabilities to help identify that they may need extra help or additional time while travelling.
Teletypewriters (TTY)

Teletypewriters (TTY) devices are available on all levels of Terminal 1 and Terminal 3, as well as all Terminal Link train stations.
Therapy dogs

Part of our Welcome Team Volunteer Program, St. John Ambulance Therapy Dog teams walk the airport to bring enjoyment and help ease anxiety for passengers who find travelling stressful.
Transportation accessibility services

There are many ways to travel to and from Pearson. Whether you're parking, travelling between terminals, or getting picked up and dropped off, there are accessible options.
Travel Rehearsal Program

Passengers with disabilities can book a guided tour of Toronto Pearson in advance of their upcoming trip to become familiar with the airport experience.
Travel tools for autism and other diverse needs

Toronto Pearson has partnered with Autism Ontario and Magnusmode to provide these resources to assist autistic and neurodiverse people and their caregivers.

Connect with us

At the airport, visit a passenger information booth or use an in-terminal information phone.

Contact Customer Service

Accessibility feedback survey

This is a no-reply form. Please submit a ticket if you require a response or follow up.

Complaint Resolution and Feedback Services

Complaints, compliments, or inquiries may be submitted electronically using the online feedback form, or by calling 416-247-7678 (we accept Video Relay Service calls at this number from people with hearing or speech disabilities who use sign language).

All feedback that is received electronically will be issued an electronic ticket number, which will be emailed to you immediately upon submission of the form.

If the feedback is received by phone, a Greater Toronto Airports Authority (GTAA) team member will make every attempt to assist and address the concern during the call. Alternatively, a voice message can be left with the passenger service team for further follow-up.

Based on the nature of the feedback, the correct resolution will apply.

If the feedback is related to a product, service or facility provided by the GTAA, the GTAA will provide the necessary clarification or evaluate the feedback to determine the appropriate action. The GTAA’s standard practice is to update the complainant on any action(s) taken.
If the feedback is related to a service or facility provided by an airline or another service provider, we encourage you to contact that organization directly. If the feedback is provided to the GTAA, our team will forward the complaint, including the contact information, to the appropriate party for a direct follow up. The GTAA’s passenger service team will notify the complainant that their complaint has been forwarded.

Pursuant to the Canada Transportation Act, the GTAA is subject to the Canadian Transportation Agency's Accessible Transportation for Persons with Disabilities Regulations and the provisions of these regulations that apply to it.

Under the Act, the following sections that are applicable to the GTAA include:
Part 1: Requirements Applicable to Transportation Service Providers
Part 4: Requirements Applicable to Terminal Operators

For your unique

needs

All services and amenities

Our partners

in accessibility

Achievements

in accessibility

Rick Hansen Foundation Accessibility Certification

ACI accessibility Enhancement Accreditation to 2025