WestJet Wheelchair Assistance Guide for Disabled &Elderly Passengers

Travelling with a Mobility Need on WestJet: What You Should Know First

Flying with a mobility need, disability, or medical condition requires more preparation than a standard booking — not because it is complicated, but because knowing the right steps in advance makes the entire journey far smoother. WestJet wheelchair assistance is one of the most comprehensive accessibility programmes among Canadian carriers, covering everything from the moment you book your ticket to the moment you are reunited with your mobility device at your destination.

WestJet accessibility services are built around Canada's Accessible Transportation for Persons with Disabilities Regulations (ATPDR) and the Accessible Canada Act (ACA). The airline serves more than a quarter million guests who request accessibility support every year, which means its teams — both at the airport and in the air — are trained and experienced in handling a wide range of needs.

This guide walks you through every aspect of WestJet wheelchair assistance: how to request it, what types of service are available, what happens at each stage of your journey, how travelling with a personal wheelchair or scooter works, and what to do if something goes wrong. Whether you are a first-time flyer with a mobility impairment, an elderly passenger travelling alone, or a caregiver helping a loved one prepare for travel, this guide has every answer you need.

Choosing the Right Type of WestJet Wheelchair Assistance for Your Needs

WestJet wheelchair assistance is not one-size-fits-all. The airline offers three distinct levels of wheelchair service, and selecting the correct one when you book ensures the right team, equipment, and transfer support is in place when you arrive at the airport. Choosing the wrong option — or leaving the field blank — can create delays and discomfort on travel day.

Selecting the right service type is especially critical on WestJet Encore flights, as most Encore aircraft are ground-loaded (no jet bridge). If you need WCHS or WCHC service on an Encore route, WestJet needs advance notice to arrange appropriate boarding equipment.

SCENARIO: Margaret, 71, has moderate hip arthritis. She can walk short distances on flat ground but finds terminal distances painful and cannot climb aircraft stairs. She selects WCHS when booking her WestJet flight from Calgary to Puerto Vallarta. At the airport, a WestJet agent meets her at check-in with a wheelchair, pushes her through security and to the gate, and assists her onto the aircraft via the jet bridge. Margaret walks the few steps to her seat unassisted. On arrival, the process is reversed.

How to Request Wheelchair Assistance on WestJet: Three Simple Methods

WestJet makes it straightforward to add accessibility requests at any point — at the time of booking, after booking, or by phone. The earlier you notify WestJet, the better prepared the airport team will be, particularly for complex mobility needs or if you are bringing your own device.

Method 1 — Adding Assistance During a New Booking on WestJet.com

When booking directly at westjet.com, the accessibility request field appears on the Guest Details page (the same page where you enter your name). Under the "Accessibility Request" dropdown, select the wheelchair service type that matches your needs — WCHR, WCHS, or WCHC. Save your selection before proceeding to payment. Your request is then linked to your booking and shared with airport teams at all points in your journey.

Method 2 — Adding Assistance to an Existing Booking via Manage Trips

Already booked and forgot to add a wheelchair request? Log in to westjet.com, navigate to Manage Trips, select your booking, click Guest Info, and choose your accessibility request from the dropdown. Save the change. This can be done up to the day before departure, though WestJet recommends doing it at least 48 hours before travel.

Method 3 — Calling the WestJet Wheelchair Phone Number

To speak with a WestJet accessibility agent directly, call 1-888-WESTJET (1-888-937-8538). This is the primary WestJet wheelchair phone number for adding or updating mobility requests, discussing specific equipment needs, or getting assistance with a complex itinerary.

If you are unsure which service type to select, or want a step-by-step walkthrough of the exact request process, the dedicated WestJet wheelchair assistance request guide covers each method in detail with screenshots and common questions — a useful reference especially for first-time accessibility travellers or those requesting assistance on behalf of another person

KEY RULE: WestJet recommends notifying them of all mobility and accessibility needs at least 48 hours before departure. For passengers travelling with medically required scooters or powered wheelchairs, 48-hour advance notice is especially important — it gives WestJet time to assess equipment, coordinate cargo space, and arrange appropriate transfer equipment at the destination airport.

What Happens at the Airport: Your Step-by-Step WestJet Airport Wheelchair Service

Once your WestJet wheelchair request is confirmed, here is exactly what to expect from the moment you arrive at the airport to the moment you board the aircraft.

Step 1 — Arrival and Check-In

WestJet strongly recommends arriving at the airport at least one full hour earlier than the standard recommended check-in time when travelling with a mobility need. This provides adequate time for your wheelchair to be properly prepared, tagged, and documented before it is taken to the aircraft.

At check-in, WestJet agents will:

• Move you to the front of the check-in queue if you are unable to use a self-service kiosk
• Provide you with an airport wheelchair if you have requested WestJet wheelchair assistance
• Tag and document your personal wheelchair or mobility aid for checked transport
• Assist with any medical equipment declarations or documentation
• Issue a gate pass, at select airports, so a companion can accompany you to the departure gate

One issue that can cause unnecessary delays at check-in especially when wheelchair assistance is also involved — is a name mismatch between your ticket and your passport. If your name appears incorrectly on your booking, resolve it before travel day by following the WestJet change name on ticket process, so your check-in and mobility assistance can proceed without interruption

Step 2 — Security and the Gate

A WestJet agent or contracted accessibility staff will push your wheelchair through the security checkpoint and escort you to your gate. If there is a wait before boarding, you will be given a place to wait near airport staff so someone can periodically check on your needs. You will not be left unattended in an open public area.

Step 3 — Priority Pre-Boarding

WestJet offers priority pre-boarding to all passengers who require WestJet wheelchair assistance or have a mobility-related accessibility request. Pre-boarding allows you to:

• Board before the general cabin
• Locate your seat with assistance from a WestJet agent
• Store your carry-on and personal item in the overhead bin
• Receive a description of the aircraft layout and in-flight safety features if needed
• Complete your transfer from the airport wheelchair to your aircraft seat with assistance

Note: Once general boarding begins, passengers who pre-boarded may be asked to board after other guests in some circumstances, particularly if a transfer device needs to be repositioned. WestJet agents will guide you through this.

SCENARIO — Elderly Traveller : George, 78, is flying solo from Vancouver to Toronto for a family reunion. He uses a cane and can walk slowly, but finds long terminal walks exhausting and needs help with stairs. He selects WCHR at booking. At Vancouver airport, a WestJet agent meets him at check-in with a wheelchair, escorts him through security, and brings him to the gate. George pre-boards, and an agent helps him store his carry-on overhead. He travels confidently — no stress, no rushing.

Onboard WestJet Accessibility Services: What Cabin Crew Can Help With

WestJet accessible travel extends beyond the airport. Once onboard, the cabin crew are trained to assist passengers with a range of in-flight accessibility needs. Understanding what is available — and what requires a personal attendant — helps you plan your flight comfortably.

Passengers who require more space onboard for mobility or comfort reasons — such as those who use a positioning cushion, have limited range of movement, or need easier access to the aisle — should also consider whether a seat upgrade to a premium cabin or extra-legroom row would meaningfully improve their experience. The WestJet seat upgrade to premium guide explains the available options, costs, and how to secure an appropriate seat before travel day.

What Cabin Crew Cannot Provide — Personal Attendant Requirements

WestJet cabin crew are trained accessibility assistants, but they cannot provide continuous one-to-one care or personal care services such as help with feeding, administering medication, or assisting with personal hygiene beyond the lavatory transfer. If you require this level of care during a flight, WestJet requires you to travel with a personal attendant. Discuss attendant requirements with WestJet when booking, as there are specific policies around attendant seating and, in some cases, an additional seat for the attendant.

Travelling with Your Personal Wheelchair or Mobility Aid on WestJet

Bringing your own wheelchair or mobility aid on a WestJet flight involves more preparation than standard checked baggage, but WestJet's policies are clear and the process is well-supported. Here is what to know before you check in.

Free Allowance for Medically Required Wheelchairs

One medically required wheelchair or scooter per guest is accepted at no charge in addition to your standard checked baggage allowance. This applies to manual wheelchairs, power wheelchairs, and medically required scooters. Any additional mobility device beyond the first will be subject to standard checked baggage fees. If you are travelling with a sports wheelchair (such as one used for wheelchair rugby, basketball, or tennis), it falls under WestJet's sporting equipment liability limits and is separate from the medical device allowance.

Cabin Storage — Boeing 787 Dreamliner

WestJet's Boeing 787 Dreamliner aircraft can accommodate up to two guest-owned folding wheelchairs in the passenger cabin on a first-come, first-served basis (one per guest). This is a significant benefit for passengers who want their wheelchair close at hand rather than in the cargo hold. For all other WestJet aircraft types, personal wheelchairs are stored in a dedicated space in the cargo compartment.

Using Your Own Wheelchair Until Boarding

WestJet permits you to use your own wheelchair or mobility aid right up until it becomes necessary to store it — typically at the aircraft door. You will not be moved to an airport wheelchair any earlier than required. Your device will be returned to you promptly on arrival, either at the aircraft door or at the baggage carousel, depending on the airport's ground handling capacity.

Reminder:  Always carry removable accessories — joystick controls, cushions, headrests, baskets, and similar detachable items — in the cabin with you rather than leaving them on the wheelchair in the hold. These small items are the most commonly damaged or misplaced. Place them in your carry-on bag before handing over your chair at the gate.

WestJet Electric Wheelchair Policy: Batteries, Preparation, and Safety Rules

Travelling with a power wheelchair or battery-operated scooter requires careful preparation because of aviation regulations around lithium and wet-cell batteries. WestJet electric wheelchair policy follows both Transport Canada and IATA dangerous goods guidelines, and compliance is non-negotiable for safety reasons.

Battery Types and WestJet Rules

An important rule: if you cannot provide the owner's manual or written instructions showing how to safely deactivate your wheelchair's battery, and WestJet cannot safely deactivate or disconnect it themselves, WestJet will not accept your mobility device for transport. Carry your manual or a printed battery deactivation guide in your carry-on at all times when travelling with a power chair.

Preparation Checklist for Travelling with a Power Wheelchair on WestJet

• Notify WestJet at least 48 hours before departure — Update via Manage Trips
• Bring your wheelchair's owner's manual or a printed battery deactivation guide
• Remove all easily detachable parts: joystick, cushions, headrests, baskets, footrests
• Carry all removed accessories in your carry-on bag — do not leave them on the chair
• Ensure your battery type is identified on the device (label or owner's manual)
• Provide the total watt-hour (Wh) rating of your battery if asked — this is listed in the manual
• Note: you cannot charge your wheelchair or any mobility device onboard the aircraft
• Check in at least one full hour earlier than the standard recommended check-in time

Scenario — Power Wheelchair: David uses a power wheelchair with a sealed non-spillable lead-acid battery. He is flying from Toronto to London Heathrow with WestJet. He calls WestJet 72 hours before departure, confirms his battery type, and emails a copy of his wheelchair manual to the accessibility team. At the airport, a WestJet agent verifies the battery, attaches protective covers to the terminals, and documents the chair for cargo. David removes his joystick and cushion and carries them in his day bag. His chair is waiting for him at the aircraft door on arrival at Heathrow.

WestJet Special Needs Assistance for Non-Visible Disabilities: The Sunflower Programme

Not all disabilities are visible. Many passengers live with conditions — autism, anxiety disorders, chronic pain, hearing impairment, early-stage dementia, epilepsy, or Crohn's disease — that are not obvious to others but significantly affect the travel experience. WestJet special needs assistance extends to these passengers through its participation in the global Hidden Disabilities Sunflower programme.

By voluntarily wearing a Sunflower lanyard (available at most participating airports), a passenger signals to WestJet staff and airport personnel that they may need extra time, patience, or a quieter approach. No explanation of the condition is required. WestJetters are trained to recognise the lanyard and provide appropriate support — whether that is helping with a complex boarding announcement, allowing more time at security, or simply speaking calmly and clearly.

This programme is particularly valuable for:

• Passengers with autism spectrum conditions who find airport sensory environments overwhelming
• Elderly passengers with early cognitive decline who may need clearer, slower instructions
• Passengers with hearing impairments who need written or visual communication
• Travellers managing anxiety or panic disorders who benefit from proactive, calm reassurance
• Passengers with conditions like IBS or Crohn's that require urgent lavatory access

You do not need to pre-register for the Sunflower programme with WestJet. Simply pick up a lanyard at the airport and wear it throughout your journey. You can also contact WestJet at the WestJet wheelchair phone number (1-888-937-8538) if you want to make a specific note in your booking about a non-visible disability.

WestJet Medical Assistance: Travelling with Medical Equipment and Medication

WestJet medical assistance extends to passengers who need to travel with medical devices or equipment beyond a standard wheelchair. Whether you depend on a Portable Oxygen Concentrator (POC), a CPAP machine, an orthotic positioning device, or essential medication, WestJet has specific rules for each.

Charging of any medical or mobility equipment is not permitted onboard WestJet aircraft. Ensure your devices are fully charged before departure, and carry spare batteries where permitted. For Portable Oxygen Concentrators, carry enough battery power for 150% of the expected flight time to account for any potential delays.

WestJet Assistance for Elderly Passengers: Practical Tips for Comfortable Travel

WestJet assistance for elderly passengers covers the same services as general WestJet wheelchair assistance, but there are a number of practical steps that older travellers — and their families — can take to make the journey easier and less stressful.

If an elderly family member is flying unaccompanied and you are concerned about their connection, WestJet can issue a gate pass at select airports so a family member can escort them to the gate. This is arranged at check-in. Also, if an elderly relative needs to change their seat for accessibility reasons, review the WestJet Seat Upgrade guide for information on how to request accessible seating at no additional charge.

Grandparents or elderly passengers travelling with a grandchild particularly a lap infant should also ensure the infant is correctly added to the booking before check-in. An unlinked infant record can complicate seat assignment and priority boarding arrangements for the entire group. The complete process is explained in the WestJet add lap infant policy guide.

Arrival, Baggage, and Reconnecting with Your Mobility Device

WestJet boarding assistance does not end when the aircraft lands. The team is trained to support passengers from the aircraft door through to the general public area or their connecting flight.

After landing, WestJet will:

• Assist you through disembarkation in the reverse order of boarding — WCHC and WCHS passengers typically deplane last
• Provide your personal wheelchair or mobility aid at the aircraft door whenever operationally possible
• Alternatively, return your wheelchair at the baggage carousel if aircraft-door return is not possible
• Assist you through border clearance and customs on international routes
• Escort you to baggage claim and help you collect your checked luggage
• Take you to the general public area, curbside zone, or — if connecting — to the location where the next carrier's assistance team can take over

For connecting flights on a multi-carrier itinerary, WestJet will transfer your mobility aid to the connecting carrier. However, WestJet does not arrange or guarantee the transfer of mobility devices between carriers — you must contact each airline on your itinerary separately to confirm their WestJet mobility aid policy equivalents and ensure continuity of assistance.

Passengers with mobility needs should also be aware that tight connections carry a higher risk of a missed connecting flight — particularly when disembarkation assistance means you are among the last off the aircraft. Understanding the WestJet missed connecting flight policy in advance tells you exactly what your options are if a connection is missed due to a delayed arrival or slow disembarkation process, including your rights to rebooking and onward assistance.

If Your Wheelchair Is Damaged or Delayed: WestJet Wheelchair Policy on Claims

Despite best efforts, damage or delays to mobility devices do occasionally occur. WestJet wheelchair policy on claims is clear: if your device is damaged in WestJet's care, they are responsible for interim mobility support and repair or replacement costs.

Damaged Mobility Device

If you collect your wheelchair or scooter and discover damage, do not leave the arrivals area before filing a report. Go directly to the WestJet baggage services desk before exiting. File a baggage damage report at the airport. Take clear photographs of all damage before leaving the counter. When you file a claim, WestJet will:

• Provide you with a temporary equivalent wheelchair or scooter at their expense while your device is assessed
• Arrange repair through their vendor or a vendor of your choice
• Cover replacement costs if the device cannot be repaired

For damage to sports wheelchairs (racing, basketball, rugby), standard sporting equipment liability limits apply. WestJet recommends taking out supplemental insurance for high-value sports mobility equipment. If the damage to your mobility device is severe enough that you are not comfortable continuing your journey, and you decide to cancel your onward travel, it is worth knowing that WestJet's standard cancellation terms still apply. Learn the WestJet 24-hour cancellation policy to understand whether a fee-free cancellation or full refund is available based on when your original booking was made — this can be particularly relevant if you booked recently and your trip is now disrupted by equipment damage at the very start of your journey.

Delayed Mobility Device

If your wheelchair or scooter does not arrive on the same flight as you, WestJet will work to reunite you with it as soon as possible and will provide an equivalent model in the interim at their expense. If a direct equivalent is unavailable due to customisation or the specific destination, WestJet will make its best effort to source a suitable alternative.

Three Common Scenarios: What Actually Happens on Your Journey

Scenario 1 — First-Time Flyer with a Manual Wheelchair

Aisha has never flown before. She uses a manual wheelchair full-time and has booked a WestJet flight from Edmonton to Cancún with her family. She selected WCHC (full transfer assistance) at booking because she cannot transfer to her aircraft seat without help. Her wheelchair is tagged and placed in cargo at check-in. At the gate, a WestJet agent and a trained assistant use an Eagle transfer device (mechanical lift) to safely move Aisha from the airport wheelchair to her aircraft seat. Onboard, the cabin crew helps her access the lavatory twice during the flight using the onboard aisle wheelchair. On arrival in Cancún, her personal wheelchair is returned at the aircraft door and she is escorted through customs.

Scenario 2 — Connecting Flight Through a Hub

Yusuf is flying from Halifax to Vancouver with a connection through Toronto. He uses a rollator walker most of the time but selected WCHR due to joint pain over long distances. He is escorted in an airport wheelchair from check-in through security to the gate in Halifax. On arrival in Toronto, a WestJet agent meets him at the aircraft door and escorts him to the next departure gate. His connection time is 1 hour 30 minutes — enough time with wheelchair assistance, but tight without it. He boards the Vancouver flight and pre-boards comfortably. Note: if Yusuf ever needs to change his Vancouver-leg ticket, he should check the WestJet missed flight policy in advance — a tight connection with a mobility need can occasionally lead to a missed flight if there are delays.

Scenario 3 — Travelling with an Infant and a Wheelchair

Alice uses a scooter for mobility and is travelling with her 10-month-old lap infant from Calgary to Ottawa. She has both a WestJet wheelchair request (WCHS) and a lap infant added to her booking. Her scooter is taken to cargo at check-in. WestJet provides an airport wheelchair for the terminal. Her infant travels on her lap for the flight. Alice pre-boards with her baby, giving her time to get settled before the cabin fills. If you are also travelling with a young child and need to add them to your booking, see the complete guide on how to add a lap infant to a WestJet reservation before you depart.

Twelve Tips for a Smoother WestJet Accessible Travel Experience

• Always request assistance at booking, not the day before. Adding your WestJet wheelchair request at the time of booking gives all teams — check-in, gate, ground handling, and the destination airport — maximum preparation time.
• Call 48+ hours ahead for any powered mobility device. WestJet needs time to assess battery type, arrange cargo space, and coordinate with destination handling.
• Carry your wheelchair manual in your hand luggage. Without battery deactivation instructions, WestJet will not accept a power chair. Keep the manual — or a printed copy — in your carry-on at all times.
• Label your mobility device with your contact information. Inside the frame and on a luggage tag. This significantly speeds up recovery if your device is misrouted.
• Photograph your device before check-in. Timestamped photos of all sides, including any pre-existing marks, are essential if you need to file a WestJet wheelchair policy damage claim.
• Remove and carry all detachable accessories. Joystick, cushion, headrest, basket, footrests — all go in your carry-on. Loose parts in the hold are the most common source of damage reports.
• Ask for the gate pass for a companion. At select airports, WestJet will issue a gate pass to a family member or friend so they can escort you to the departure gate. Ask at check-in.
• Consider the Boeing 787 Dreamliner if you want your wheelchair in the cabin. WestJet's 787 can store two folding wheelchairs in the cabin. If you have flexibility on routing, this aircraft type offers the most peace of mind for manual chair users.
• Know your seat needs before you fly. WestJet reserves specific accessible seats. If you need extra room, an aisle seat, or a seat near the front, request it early. See the WestJet seat upgrade guide for how to request and confirm an appropriate seat.
• WestJet Wheelchair Assistance Guide for Disabled & Elderly Passengers
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• If your plans change, act quickly. Flight changes with a mobility need may require WestJet accessibility teams to reconfigure arrangements at the new departure time. Review the WestJet cancellation policy so you understand your rebooking options.
• Verify your name matches your ID. Check-in issues caused by a name mismatch create delays that are especially stressful when you also need mobility assistance at the airport. Resolve any discrepancy before travel day using the WestJet name change policy.
• Check international accessibility availability in advance. WestJet WestJet accessible travel standards are excellent within Canada and the US, but international destinations may not meet the same standards. Contact WestJet before booking an international accessible itinerary to understand any limitations at the destination.