Special assistance

At WestJet Vacations Québec, we understand that you may have special circumstances that require extra attention and care so you can travel comfortably and stress-free. Please review the list of services below for information that will assist you in planning your vacation.

To request special services at the airport, for your flight, transfers or hotel, please fill out the Special Assistance form available on Manage My Booking.  

Contact our Special Services Department:  

To request special assistance (including at the airport, for your flight, transfers or at the hotel), please fill out the request form on Manage My Booking.  
 
We recommend that you submit the special assistance form at least 48 hours (two business days) before your scheduled flight departure to ensure your flight requests are completed in advance of travel. For any destination (hotel) request, we recommend that you submit the special assistance form at least ten (10) business days prior to departure in order to have a seamless travel experience. Accessible rooms can be requested using the Special assistance form - these rooms are reserved for passengers with mobility impairments. Please note that we will not be able to complete our assessment of the request if the 48-hour period does not fall on business days. In cases where advance notice is not provided, we will make every reasonable effort to provide special assistance requested by passengers with disabilities.  
 
We are committed to providing the best possible customer service to passengers with disabilities in accordance with the Accessible Transportation for Persons with Disabilities Regulations (Part 1 section 5 (1 (a)-(c) & 2); sections 24-27; 30-35, except 35 (r); 37-41; 43-44; 37-41;43-44;48-54(1); 55-62) set by the Canadian Transportation Agency (CTA).  
 
In addition, we are subject to the U.S. Department of Transportation regulations of the Non-Discrimination on the Basis of Disability in Air Travel (14 CFR Part 382) on flights between Canada and the U.S. You may also contact the U.S. Department of Transportation to obtain the documents in an accessible format through one of the following means:  

  • Call from within the United States: 1-800-778-4838 (voice) or 1-800-455-9880 (TTY)  

  • Call from outside the United States – Aviation Consumer Protection Division: 202-366-2220 (voice) or 202-366-0511 (TTY)

  • Mail to: Air Consumer Protection Division, C-75, U.S. Department of Transportation, 1200 New Jersey Ave., SE., West Building, Room W96-432, Washington, DC 20590  

In Canada, you are entitled to certain accommodations and services under the "Accessible Transportation for Persons with Disabilities Regulations". As a large Canadian carrier, WestJet follows Parts 1, 2, and 3 of these regulations for all flights operated to, from and within Canada.  

For flights to or from the United States, WestJet also follows the Passenger with Disabilities Bill of Rights under the U.S. Air Carrier Access Act and its implementing regulation, 14 Code of Federal Regulations (CFR) Part 382. 

Several assistance services are available on WestJet operated flights. For full details on the services offered for persons with disabilities please visit Assistance services. 

We will do our best in all instances to try and accommodate your allergies; however, we are unable to guarantee an environment that is free of airborne allergens. 

It is your responsibility as the passenger to bring your own allergy medication, including your own EpiPen (epinephrine auto-injector) in your carry-on that can be quickly accessed, if required. If you have food allergies, we highly recommend that you bring your own food on board. 

Buffer zone 

On WestJet operated flights, it is required to complete the WestJet Medical Information Form at least 48 hours before departure in order to provide this accommodation. We will make every reasonable effort to accommodate requests made within 48 hours.  

For more details, visit What to know if travelling with an allergy.

If you are non-self-reliant and dependent on the care of another person to attend to your personal or physical needs, you will need to have an attendant travel with you. The attendant must be physically able, and will be responsible for attending to your personal and special assistance needs. 

At the time of booking, please inform us if you will be travelling with an attendant by completing the special assistance form in Manage My Booking at least 48 business hours prior to departure.  

For more details on WestJet operated flights, visit Travelling with a personal attendant - Travel info.

If you are unable to sit in a standard aircraft seat without raising the armrest, please inform us at the time of booking by completing the special assistance form in Manage My Booking. If an extra seat is required, you’ll be advised of any additional fees. If an extra seat is required but cannot be confirmed and purchased for the return flight, your booking will be denied. 

For more details on seating accommodations on board WestJet operated flights please visit Seating accommodations.

Learn more about Transport Canada’s  recommendations and checklists for flying with children. Please note that Transport Canada requires that any child aged two years or older must have their own seat on board the plane. 

If you are planning on travelling with your service dog, we recommend reviewing the following page before booking travel: Service dogs. If you are booking a hotel or resort, we recommend that you contact the property directly prior to booking to make sure they accept service dogs. We request a minimum of ten (10) business days notice to arrange accommodations by completing the special assistance form available in Manage My Booking. Additional charges may apply based on the size of the service dog. Please note that emotional support dogs will no longer be accepted for travel as of May 29, 2025.   It is your responsibility to comply with the restrictions imposed by the local, regional, or national authority. Service dogs are not accepted on flights to or from: 

  • Bridgetown, Barbados 

  • Montego Bay and Kingston, Jamaica 


Control measures are always required, specifically, your service dog must: 

  • Be under your control; 

  • Wear a harness, vest or collar and leash (tether) or be inside a kennel. Regardless of what control measure is used, it must indicate that the dog is a service dog (or animal) - for example, a label on a kennel, or embroidery on the leash, vest or harness; 

  • Behave in a manner that indicates the dog has been properly trained to be in public environments. 

Service dogs 

Your dog must be certified as a service animal by a licensed professional service animal institution. After you finish booking, please fill out the Special assistance form in Manage My Booking. WestJet operated flights only accepts dogs to provide services to persons with disabilities. Service dogs must have been trained to do work or perform tasks for the benefit of a qualified individual with a disability. We accept one service dog for a person with a disability. Sunwing Vacations operated by WestJet flights assumes no responsibility for inaccurate or incomplete documentation. For import and export regulations, vaccination and documentation requirements, contact the consulate or embassy of the countries you will be entering. Visit the page Service dogs before completing the special assistance form. The required documentation needs to be received at least 10 business days prior but no later than 48 hours prior to departure. We recommend that you bring their Registered Identification Card or other written documentation in the event it is required by airport authorities or other service providers.  

Medication 

We recommend that you always pack prescription medication in your carry-on baggage. Make sure to bring a copy of the prescription or a physician’s letter in case airport authorities inquire about your prescription medication. Please review the Medical equipment and medication well in advance of when you intend to travel to be sure these items arrive safely. 

Medical equipment 

 We recommend that whenever your medical equipment fits within the carry-on baggage dimensions you take it as carry-on baggage. Please review the Medical equipment and medication well in advance of when you intend to travel to be sure these items arrive safely. 

Portable Oxygen Concentrators (POCs) 

We strongly recommend that you advise us of any oxygen needs a minimum of 10 business days before travel by completing the special assistance form in Manage My Booking. Without advance notice, we will make every reasonable effort, but may not be able to accommodate your request to travel with your POC.  On WestJet operated flights only Portable Oxygen Concentrators (POCs) are accepted for use where oxygen is required.   

For further information on acceptance, approved models and labels, battery acceptance and seating restrictions please visit Oxygen needs, CPAP machines - Travel info.

If you are an expectant mother more than 36 weeks into your pregnancy, we recommend that you check with your physician or midwife before travelling. For WestJet operated flights please visit Pregnancy policy - Expectant and new mothers. If you are flying with another air carrier, please contact the airline directly for more information.  

Mobility aids such as wheelchairs (manual and electric), walkers, and scooters are considered priority items and will be transported with care. Please inform us at the time of booking by completing the special assistance form about the type of mobility aid you will be bringing. 

For WestJet operated flights please visit the link to find out more about the specifications, conditions and requirement of wheelchairs & scooters, batteries, canes, walkers and other mobility aids. Wheelchairs and other mobility aids 

Damaged or lost mobility aids 

Please contact a WestJet Vacations Québec representative as soon as possible so they can assist you. If you are unable to speak with an airport representative, you may contact your local WestJet Vacations Québec representative at the hotel, or contact Sunwing Central Baggage Department at 416-679-3750 or toll-free within North America at 1-844-853-3751. You may also contact us at https://www.vacanceswestjetquebec.com/en/support-at-westjet-vacations-quebec.

If travelling on board WestJet Airlines, please visit Wheelchairs and other mobility aids for further information

We’re committed to making every possible effort to accommodate the needs of our passengers with visual and hearing disabilities. To ensure your requests are accommodated, please inform us by completing the service assistance form in Manage My Booking. On WestJet operated flights for more information at the airport and service on board the aircraft for blind or partially sighted customers please visit Blind or partially sighted. 

Relay services 

  • If you are deaf, hard-of-hearing, speech-disabled or deaf-blind, you can place calls to standard telephone users via a keyboard or assistive device. Contact 1-800-855-0511 (Voice to TTY) or 711 (TTY to Voice). 

  • When calling a WestJet Vacations Québec agent directly, make sure to give the operator extension and the name of the person you are trying to reach. 

  • If you type the wrong word or message, either backspace or type XXX after the mistake. 

  • When you finish your message, remember to type GA to signal the other person to respond. 

  • ANS - answer 

  • CA - communication assistant (relay operator) 

  • CC - close-captioned 

  • GA - go ahead 

  • GA OR SK - go ahead if you have more to say but I'm finished 

  • GA TO SK - go ahead to stop keying or goodbye 

  • HCO -Hearing Carry Over (relay service) 

  • HD - hold 

  • HOH or HH - hard of hearing 

  • INFO - information 

  • IP RELAY - Internet Protocol Relay service 

  • KIT - keep in touch 

  • OC - open captioned 

  • OPR - operator 

  • SK - stop keying (end of call) 

  • SKSK - hanging up 

  • TERP - interpreter 

  • VCO - Voice Carry Over (relay service) 

  • VRS - Video Relay service 

  • XXX - mistake

If you have mobility restrictions that may prevent you from boarding a standard transfer vehicle, we strongly recommend arranging an adapted transfer by completing the special assistance form in Manage My Booking. The standard transfer vehicle provided in your WestJet Vacations Québec package may not accommodate the size of your mobility aid. If an adapted transfer is needed, advance arrangements are required to ensure a smooth transportation experience. The cost of the adapted transfer will depend on the distance to your destination.  

Please note that drivers of the local transfer companies are not professionally trained to assist you in moving from your mobility aid to your transfer vehicle. You must travel with a companion or attendant who will be able to assist you. 

Accessibility requests in destination are not guaranteed as they are subject to availability. Please make sure to submit the special assistance form at least ten business days before departure. 

If you are traveling with a plaster cast, we recommend reviewing your travel plans and this information with your physician to ensure it is safe for you to fly before confirming your trip. For more details, please visit WestJet's health page to review the guidelines. If any of the listed conditions apply to you, please take the necessary precautions before travel.

We know how difficult it is to lose a loved one and should you be travelling with cremated remains, we’re committed to ensuring you have the information you need for a seamless experience. Traveling on WestJet operated flight, you must review their specific guidelines at Baggage allowance, size, weight limits - Travel info.

All cremation containers must undergo X-ray screening, and documentation from a funeral home does not exempt them from this requirement. To facilitate a smooth screening process, the Canadian Air Transport Security Authority (CATSA) recommends using temporary containers made of plastic, cardboard, or cloth, as these materials are more likely to pass security screening. 

For security reasons, screening officers cannot open cremation containers, nor can they inspect the contents if the traveler opens them. If a container does not clear security screening as carry-on baggage, it will not be accepted as checked baggage. 
 
For more information, please refer to the  CATSA website. 

For Sunwing Vacations packages, not all hotels accept pets. You should contact the hotel directly to confirm their pet policy, as additional charges may apply and must be paid directly to the hotel. If you plan to travel with a pet, you must complete the Special assistance form in Manage My Booking at least ten (10) days before your scheduled travel.