Accessibility
Traveling with Oxygen and Allergies
Traveling With Oxygen
When passengers travel with their own medical oxygen, PAL Airlines requires an In-Flight Medical Oxygen form to be completed. This form must be completed and emailed, at least 72 hours prior to departure, to accessibility@palairlines.ca.
As per Transport Canada Regulations there is a maximum of two (2) bottles of oxygen permitted per aircraft. For more information, please call our Customer Care and Reservations Center at 1.800.563.2800 or email at customer.service@palairlines.ca
Traveling With Allergies
If you have severe allergies, we recommend that you notify the Customer Service and Reservation Centre prior to travel, or the Customer Service Representations, or Flight Attendant prior to departure. Passengers who have allergies should pack any necessary medication they require (e.g., antihistamines, EpiPen®, Allergic®, asthma inhalers, etc.), sanitizer wipes, and sanitizer in their carry-on baggage, not in their checked baggage.
PAL Airlines does not guarantee an allergen-free environment. A representative will make an announcement at the gate prior to boarding and also onboard the aircraft to advise passengers of the allergy and request that passenger’s refrain from consuming such products.
PAL Airlines provides product offerings that may include several allergens (as defined by the Canadian Food Inspection Agency), including milk, wheat, tree nuts, sesame and other allergens.
Some of our food service provider’s process food in a facility that also processes nuts or peanuts and therefore our products may contain (traces) of nuts and/or peanuts. PAL Airlines does not screen food items other passengers bring onboard and as such, nut residue, oils or other allergens may be present on tray tables, seat cushions or elsewhere in the cabin, and may not be removed despite regular grooming.
Passengers can make a request, 48 hours prior to travel, at 1.800.563.2800 or at reservations@palairlines.com for the following:
- To arrange for a buffer zone to minimize the risk of exposure due to a pet allergy;
- To preboard to wipe down your own seat area (PAL Airlines does not provide wipes – wipes are the responsibility of the passenger).
We recommend that passengers with severe allergies to food products bring their own food items.
Although PAL Airlines is unable to provide compensation for passengers who have severe allergies, including but not limited to; nuts, peanuts or animals, if a passenger elects not travel at all due to the above, PAL Airlines will either move a passenger to another flight at their request at no cost or provide a full refund for the cost of the flight (base fare plus all taxes and surcharges applicable to the fare). PAL Airlines will not issue a refund for the flight after it has departed.
Service and Speciality Animals
Service Animals:
Click to fill out your service animal application
Service animals provide assistance to a person with a disability and are certified, in writing, as being trained by a professional service institution.
PAL Airlines allows service animals to ride free of charge and in the aircraft’s cabin, as long as they remain harnessed and at their owner’s feet for the duration of the flight.
Specialty Animals
Click to fill out your speciality animal application.
Specialty animals are defined as dogs that are not providing a service to a person with a disability but are trained to perform professional functions. A registered certificate is required as proof the dog and handler are trained, along with a valid health and vaccination certification.
Please return the completed copy of the Speciality Animal form no less than 96 hours prior to your flight. If the form is submitted within 96 hours, we will make every reasonable effort to accommodate the required.
All dogs traveling that are defined as a Specialty Animal are required to have their own seat purchased on all PAL Airlines flights. The fare for the dog will be the same as the fare paid by the trainer/owner/traveler. Certain exceptions apply.
Terms and conditions for the Speciality Animals are in the Specialty Animals Form.
Emotional Support Dogs
Click to fill out your emotional support dogs application.
PAL Airlines is committed to making travel easy for all passengers and if required and used by travellers, accepts emotional support animals in the cabin.
To travel with a dog, travellers must provide a letter from a medical professional, dated no more than one-year prior.
For all procedures and details about traveling with emotional support dogs, please download Emotinal Support Animal application.
Additional Seating for Disabilities including Obesity
If you require an additional seat due to a disability, please contact PAL Airlines Customer Service and Reservations Centre at 1.800.563.2800. PAL Airlines staff will work to accommodate your needs to make your flight as comfortable as possible.
A completed Additional Seating Request due to Disability including Obesity form is required no less than 96 hours prior to your flight. If submitted within 96 hours, PAL Airlines will make every reasonable effort to accommodate the request.
For more information, please review the Additional Seating Request due to Disability including Obesity form.
Wheelchairs & Mobility Aids
There is no extra charge for PAL Airlines passengers who require the use of wheelchairs and mobility aids.
Wheelchairs or other battery-powered mobility devices with non-spillable batteries are accepted as checked baggage on PAL Airlines, providing that the battery is disconnected, the battery terminals are insulated to prevent accidental short circuits, and the battery is securely attached to the wheelchair or mobility aid.
Wheelchair or mobility aids with gel type batteries do not require the battery to be disconnected, as long as the battery terminals are insulated to prevent accidental short circuits.
Traveling with a Support Person
On flights within Canada, in accordance with Canadian Transportation Agency’s One Person One Fare Policy, PAL Airlines will provide a seat, at no extra charge, for support persons who are travelling with individuals who, because of a disability, are unable to travel alone.
You may qualify for this program if any of the below apply:
- You require a support person to provide care over and above the care offered by PAL Airlines on board the aircraft such as assistance with eating, using the washroom facilities or administering medication
- You are unable to comprehend or respond appropriately to safety-related instructions
- You have a mobility impairment so severe that you are unable to evacuate the aircraft on your own in case of an emergency
- You have both severe hearing and severe vision impairments which prevent you from establishing a means of communication with PAL Airlines staff sufficient to receive the safety briefing
The policy does not apply to:
- Persons with disabilities or others who prefer to travel with a companion for personal reasons.
- Persons with disabilities who require a support person at their destination, but not in-flight.
- Persons who are obese, but not disabled as a result of their obesity.
Eligible support persons must meet the following conditions:
- The support person must be a self-reliant, able-bodied person and at least 18 years of age
- The support person must be mentally and physically capable of fully supporting all your personal and physical needs during all aspects of travel with PAL Airlines:
- Boarding and disembarkation
- Carriage of carry-on baggage and/or medical equipment
- Washroom and sanitary requirements both on the aircraft and on the ground
- Medicating and medical procedures
- Food and beverage consumption
- Potential inflight and ground emergencies
- The support person may not travel with an infant, a child less than 12 years of age, with a pet in the cabin, or be responsible for the needs of any other passenger on the flight.
- The support person must remain with you, and be seated next to you during the entire flight
To find out if you are eligible, you must have your physician or another medical practitioner complete the Travelling with a Support Person form and return the completed form to PAL Airlines no less than 96 hours prior to your flight. If submitted within 96 hours, we will make every reasonable effort to accommodate the request.
- All requests for additional seating for a support person for reasons of disability will be reviewed based on the information received. Confirmation of approval or denial will be communicated to you.
- Decisions rendered are final.
- Incomplete and illegible documents will not be approved.
- A completed and approved form is deemed valid for three (3) years from the date of the physician’s or medical practitioner’s signature.
- Medical information shared is kept confidential in accordance with PIPEDA and CTA requirements.
- The form must also be presented at the time of check-in.
How To Book:
- Have your physician or another medical practitioner complete the Travelling with a Support Person form
- Complete own booking (online or through the PAL Airlines Customer Care and Reservations Centre)
- Add your reservation information to your request and email the completed form to accessibility@palairlines.ca
- Once approved, a separate reservation will be made for your support person and seating will be provided side-by-side
- If booking within 96 hours prior to the departure, to ensure that both reservations are confirmed and booked at the lowest available cost, seats should be purchased for both you and your support person. If the support person is approved, PAL Airlines will refund the cost of the support persons reservation in full. The request for refund must be submitted within 30 days of the date of initial travel with PAL Airlines. If the request is not approved, no refund or compensation will be issued.
Due to safety regulations, you and your support person cannot be seated in an emergency exit row.
You may request one (1) person to be your support person from the originating city to your destination, and a different one (1) returning.
Should your choice of attendant change prior to travel, PAL Airlines will accommodate this change free of charge with 24 hours advance notice.
Accessibility Plan
Click here to view our Accessibility Plan.