Terminal Services, Programs and Facilities for Persons with Disabilities

The Curbside Assistance Program at Edmonton International Airport offers accessible assistance, including guiding from the departures curb to the airline check-in counter and from the Arrivals Level to your transportation. This service is for airline passengers with mobility needs who do not have other assistance. Assistance, including guiding, wheelchair service and or baggage assistance, will be provided if requested.

The Curbside Assistance Program is an on-demand service available from 4 am to midnight every day.

For Passengers Departing from Edmonton International Airport:

When you arrive, please call the Curbside Service Representative at the number listed on the Curbside Assistance signs.  A curbside Service Representative will take your information and location and meet and assist you to your airline’s check-in counter. Once you arrive at the check-in counter, the Curbside Service Representative will locate an Airline Representative to help you complete the check-in process.

For Passengers Arriving at Edmonton International Airport:

Upon landing at Edmonton International Airport, an Airline Representative will assist you from the aircraft and to the baggage carousel. Once you have collected your personal belongings, the Airline Representative will then escort you to the Curbside Assistance Waiting Area and call a Curbside Service Representative on your behalf. The Curbside Service Representative will meet you at the waiting area and assist you to your transportation.

These services are available to all passengers:

• Washrooms are equipped with grab bars and Life Call
• The washroom at Gate 58 is fitted with an adult change table with a weight limit of 650 pounds
  • Table includes a lift
• Braille signs for elevators and washrooms
• Airport staff are trained in assisting persons in need
• Oversized revolving doors
• TTY and volume control pay telephones and accommodation booking telephones
• Accessible check-in and information counters
• Eye-level flight information screens
• Video paging on flight information screens
• Hearing Loops (available at the Information Booth)

Aira is a visual interpreting service. Live, on-demand access to visual information. It’s an accommodation or productivity tool that connects you to live agents that can help users navigate through the airport.

Using the camera and an app on your smartphone, a trained agent will assist by visually interpreting your surroundings, from describing to reading, from explaining to navigating – just about anything, safely and securely.

How it works

1. Download the Aira App on your smartphone through Google Play or the Apple App Store.
2. Open the Aira app and choose the prompt “Tap to use Aira as a Guest for FREE!”
3. Register with an email and phone number and complete the signup process.
4. You will receive a text message confirming your phone number.
5. Tap the link in the text message to complete the signup process.
6. Connect with an agent by tapping the phone icon.

Once connected, what do I do?

When you call an agent, the agent will ask what you’d like to do, and you simply state the task at hand. Aira agents require passengers with sight loss to have their mobility device (white cane or service animal) with them at all times.

More information

All support or questions on the use of Aira should be directed to Aira during its hours of operation (7:00 am to 7:00 pm MST). Its toll-free customer service line is 1-800-835-1934.

Hidden Disabilities Sunflower Website Content

Hidden Disabilities Sunflower is an internationally recognized program that provides Sunflower-branded items for passengers to wear to discreetly indicate to people around the wearer that they may need additional support, help or simply more time.

What is a hidden disability?

Without a visual cue, it can be difficult for others to identify, acknowledge or understand the daily barriers faced by people living with an invisible disability. Hidden disabilities can be physical, mental or neurological and include, but are not limited to, autism, ADHD, cognitive disabilities such as learning difficulties and dementia, mental health conditions, speech challenges, and auditory and visual conditions. They can also include respiratory and chronic conditions such as asthma, diabetes, chronic pain and sleep disorders.

How to get your Hidden Sunflower Items

Passengers at YEG can request a free and reusable Sunflower lanyard, pin, sticker or ribbon to wear throughout their journey. Wearing the Hidden Disabilities Sunflower will discreetly indicate to airport staff that the wearer needs help, support or a little extra time and patience.

Passengers can pick up their Hidden Disabilities Sunflower branded items on site at the YEG Information Booth on the Arrivals Level (see Terminal Map).

Hidden Disabilities Sunflower is available free of charge. There is no requirement of proof needed to access Sunflower items.

More information

For questions about our Sunflower program, please email us at sunflower@flyeia.com.

• It is important that you are part of the process of packing. You must know what is in your suitcase and bag. This is a question you will be asked at the airport to make sure no one else has put anything into your baggage.
• When thinking about snacks on the plane and for the airport, it is a good idea to bring your favourites, but be sure you do not bring liquids over 100 ml as these will not be allowed through security.
• Once you are in another country, you may not be able to take any food or drink from the plane. If you are not sure, ask an airline attendant.
• The Autism Aviator or Sunflower lanyards will not allow you to go through an express lane however at the Screening Checkpoint check if the Family/Special Needs lane is available. This lane features screening equipment that can accommodate larger items, and screening officers who offer additional assistance to passengers needing more time or help with their belongings to get through security.
• If you find something confusing at the airport, it is best to stay calm and let a member of the airport staff know you need help.
• We have created some help cards that you can print off and put on your Autism Aviator Lanyard, and you can use those if you feel they will help you communicate or if you are feeling overwhelmed.
• It is important to remember that some of the rules are the Law. These rules are there to keep everyone safe.
• Bring along items like headphones or ear buds that will help keep you calm and focused on the task ahead. Make sure to remove them when someone is talking to you, or you are waiting for the announcements at the gate or on the plane.
• Remember that on the plane before and during takeoff and landing, you can’t wear headphones or ear buds. You can wear your headphones or ear buds at other times.
• Chewing gum or having a hard candy in your mouth when your plane takes off will help reduce the sensation you may feel in your ears. Ask the flight staff for a napkin or something that will help you to discard your gum when you no longer need it. You may need to do this again when your plane lands. This happens because there is a change in air pressure and it is how our bodies work in an airplane as the air pressure changes. The feeling will go away.
• There are toilets on the plane that you can use during the flight when the seatbelt sign is not on. The toilets on the plane are small. You may experience different sounds than you do at your seat. When you flush the toilet, it will be very loud. It is always best to try and use the washroom at the airport gate before you are asked to board the plane.
• Remember that travel is exciting, and it is ok to feel a little bit nervous. Think of the best ways to calm yourself down when you get worried or scared.
• You are going to do great on the plane and learn new skills! Enjoy your trip!

Printable items

• Lanyard Cards (PDF)
• Packing list for your next trip. (PDF)
• Your how-to guide on your travelling through the airport. (PDF)

Plan ahead and advise your airline in advance of any special assistance you may need at the airport or if you plan to travel with a mobility aid, such as a stroller, wheelchair or walker.

We recommend you arrive with plenty of time prior to your flight departure. Your airline will advise you of the check-in time or minimum connection time requirements if you are connecting.

Please contact your airline to confirm their regulations regarding mobility aids and how they will accommodate your needs. Depending on the airline, you may check in your mobility aid with checked baggage, or you may take it directly to the aircraft.

 

Find more information on Pre-Board Screening Procedures for passengers with special needs, and those travelling with mobility aids and medical equipment.

Pet relief areas

YEG has three pet relief areas on the Arrivals level:

• outside Door 1 by the pathway
• across from Door 3 by the parkade
• next to Door 10 by the mailboxes

All areas offer pet waste dispensers and garbage cans.

YEG has one pet relief room inside the terminal in the Domestic/International Departures Lounge:

• pet relief room is located between Gate 52 and Gate 54
• the room has artificial turf, a hose for cleaning, pet waste bag dispensers and a garbage can
• Visit flyeia.com/travelling-with-pets for images of the new space

You can find directions to the nearest pet relief areas by using our terminal map.

Passengers who need special assistance may be able to have an aide, family member or other escort help them through the pre-board screening checkpoint and to their boarding gate.

Please contact your airline directly for more information about escort passes for parents of unaccompanied minors or those who need extra assistance.

Escort passes are issued by your airline upon check-in at the airport. If using online or mobile check-in, please proceed to your airline customer service counter at YEG to request an escort pass.

Escorts will need picture identification and will also be processed through pre-board screening.