Accessibility

Our commitment to accessibility

At Toronto Pearson, we're on a journey to put the joy back into travel, and this is even more important for passengers who traditionally face barriers to travel.

Accessibility Plans, Reports and Feedback Process Our accessibility statement

Plan ahead

Getting you through Toronto Pearson comfortably is a team effort. Pearson is responsible for ensuring our Terminals, facilities and programs are accessible for everyone. Your airline is responsible for providing services for passengers with reduced mobility, including mobility assistance from curb to boarding, connecting flight support and the handling of mobility aids. To access these services from your airline, notify them at least 48 hours ahead of your flight.

Airline directory

Toronto Pearson Contacts

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.

Accessibility Feedback Survey

Questions?

Our Customer Service Team is available 24 hours at 416-AIRPORT (416-247-7678) or toll free at 1-866-207-1690. We accept Video Relay Service calls at this number from people with hearing or speech disabilities who use sign language. Live chat is also available, allowing passengers to connect with a Passenger Service Representative online either through their desktop or their smartphone on our Contact Us page.

If you are at the airport and need assistance, please visit an Information Counter located on the Arrivals level in Terminal 1 (near door C) and Terminal 3 (near door G) to speak with a Passenger Service Representative. You can also use one of our fully accessible Information Kiosks found in several locations at the airport to connect with a Passenger Service Representative through an audio or video call.

Accessibility supports

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Aira ASL

A free app for on-demand American Sign Language (ASL) interpretation for people who are deaf or hard of hearing.
Aira Explorer

A free app to help people who are blind or with low vision navigate independently.
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.
Check-in kiosks

Accessible self-service check-in kiosks are available throughout the departures area of Terminals 1 and 3.
Hearing loops

These devices for people with hearing aids or cochlear implants can be found at over 100 counters throughout our Terminals.
Interactive map

Plan your trip and check out all our amenities.
In-terminal shuttles

After you pass security, use these shuttles to get you to your gate safely and easily.
LanguageLine

Visit our Information Desk to access LanguageLine, a free interpreting service that helps passengers communicate in many languages, including sign language.
MagnusCards

A free app for neurodiverse people with simple, step-by-step instructions to help you navigate our airport.
Mobile flight notifications

Receive flight updates by SMS.
Safety

Information about how we keep our travellers safe during an emergency.
Service animals

Service animals and guide dogs are welcome, with pet relief areas available in all terminals.
Sunflower lanyards

Pick up a free sunflower lanyard if you have a non-visible disability to quietly show staff that you may need extra help, time, or support.
Teletypewriters (TTY)

Available throughout Terminals 1 and 3 and the train between Terminals (Terminal Link).
Therapy dogs

These furry friends walk the airport to ease travel stress and anxiety.
Transportation

Accessible transport and parking options to and from our airport.
Travel rehearsal program

Book a practice walk-through of the airport before your trip to get familiar with the layout and what to expect.
Travel tools for autism and other diverse needs

Additional resources for travellers who are neurodiverse or have Autism and their caregivers.
Washrooms

All washrooms have a wheelchair-accessible toilet. Each Terminal also has a changing room with an adult-sized change table, hoist, and shower.

For your unique needs

All services and amenities

Our partners in accessibility

Achievements in accessibility

Rick Hansen Foundation Accessibility Certification

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

Our accessible website

This website was built to be accessible to all travellers, meeting or exceeding the WCAG 2.0 Level AA standard, set out by the W3 Web Content Accessibility Guidelines and our communications staff are actively working towards WCAG 2.1 compliance.

The Canadian National Institute for the Blind (CNIB) and the Inclusive Design Research Centre (IDRC) were both engaged to run checks and validation, providing feedback on how to resolve accessibility concerns. After launch, we received feedback from public and developed a new release that further improved accessibility.

Users can reach the navigation menu or skip to main content on every page.
Pages are optimized to work with screen readers and speech browsers.
Links use title attributes, providing more detail on the link with better descriptions.
Link text does not duplicate.