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Sunwing Wheelchair Policy and Special Assistance Guide
Wheelchair Acceptance on Sunwing Flights
Mobility aids such as wheelchairs (manual and electric), walkers and scooters are carried free of charge on Sunwing flights. They will be stowed in the cargo hold of the aircraft. Please specify at the time of booking what type of mobility aid you will be bringing. You can contact Sunwing Airlines special services department at least 48 hours before your flight to request special assistance at the airport and to notify them of the transportation of your mobility aid.
Sunwing Airlines Special Services Contact Information
Email: [email protected]
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- Toll free: 1-877-877-1755 EXT 8091
- Relay services: 1-800-855-0511 (Voice to TTY) or 711 (TTY to Voice) for people who are deaf, hard-of-hearing, speech-disabled or deaf-blind
- Hours of operation: Monday to Friday, 9 a.m. to 6 p.m. EST
Please contact Sunwing's Special Services Department at least 48 hours (two business days) before your scheduled departure. You may be required to provide any information or documents (including medical certificates) that are reasonably necessary to assess your request. In cases where an advance notice is not provided, Sunwing will make every reasonable effort to provide special assistance requested by passengers with disabilities.
MOBILITY AID SPECIFICATIONS
Mobility Aids such as wheelchairs cannot be larger than 123 cm x 79 cm (48” x 31”) due to the size of the aircraft cargo hold. They must be able to be turned on its side or tilted; if your wheelchair cannot be turned on its side, it will not be accepted for transport. If your mobility aid needs to be dismantled to fit it through the door of the cargo hold, you may be asked to provide disassembly instructions.
TRAVELLING WITH BATTERY OPERATED WHEELCHAIRS ON SUNWING FLIGHTS
Battery operated wheelchairs and scooters with non-spillable gel or dry-cell batteries must have the terminals disconnected and taped.
Wet cell batteries may be accepted, provided that all safety requirements are met as per Sunwing's Dangerous Goods Regulations. Advanced notice is required to make special preparations to transport the wet cell batteries.
CHECKING IN YOUR WHEELCHAIR ON SUNWING FLIGHTS
Please arrive at the airport a minimum of 3 hours before your flight's departure time when checking-in a wheelchair or mobility aid.
All parts of the wheelchair will need to be properly packaged and prepared to be checked in, and all removable items such as pillows, cushions, footrests, etc should be brought with you.
Many countries outside of Canada (such as Cuba) require that you check in your wheelchair at the check-in counter before the aid is subject to security and X-ray screening. This means that you will not be able to use your own wheelchair through the airport, and you airport will provide a mobility device for you to use before your flight.
Your wheelchair will be returned to you upon arrival without delay, either when exiting the aircraft, or at the baggage claim. If nececssary, and airport wheelchair will be provided.
OTHER MOBILITY AIDS (Canes, Crutches, Walkers) on SUNWING FLIGHTS
Canes and crutches may be brought on board with you provided they are stowed according to our safety regulations as instructed by the cabin crew.
Walkers must be stored in the cargo hold of the aircraft and cannot be brought on board.
You can keep your mobility aid with you until it’s necessary to store it. If you’re required to check it and need a mobility aid for travel to the departure gate, transfer arrangements will be made for you at the airport.
ONBOARD ASSISTANCE ON SUNWING FLIGHTS
If you are not independently mobile, you’ll be provided with a place to wait that is close to our staff members who will aid and inquire about or attend to any needs.
You must be able to use the on-board lavatory independently or with the assistance of your travel companion or attendant. Sunwing cabin crew are unable to physically provide transfer assistance to and from the on-board lavatory or assist with use of the on-board lavatory.
DAMAGED OR LOST WHEELCHAIRS OR MOBILITY AIDS ON SUNWING FLIGHTS
If a mobility aid is damaged or lost in transit, Sunwing will itry to provide a suitable temporary replacement without charge. If a damaged aid can be repaired, Sunwing will arrange for the prompt and adequate repair of the aid at their expense and will return it to you without delay. If a damaged aid cannot be repaired or is lost and cannot be located within ninety-six (96) hours after your arrival, Sunwing will replace it with the same model of mobility aid or, if the same model is not available, a model with equivalent features and qualities that meets your needs, or reimburse you for the full replacement cost of the mobility aid.
Please contact a Sunwing Airlines 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 Sunwing representative at the hotel, or contact Sunwing Airlines’ Central Baggage Department at 416-679-3750 or toll-free within North America at 1-844-853-3751. You may also contact Sunwing at sunwingcares.ca
Local Transfer Services at Vacation Destination
Most local transfer vehicles including busses and minibuses are not prepared for transportation of wheelchairs or people with mobility restrictions. Please contact Sunwing's Special Services Department ahead of time to arrange for a separate transfer that can accomodate your wheelchair. You may need to purhase a separate transfer service, the cost of which depends on the distance from the aiport 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.
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