Our accessibility statement

Our commitment to accessibility means embracing everyone for who they are. We want to create opportunities where each individual is able to access the joys and security of air travel in the ways that work for them. We recognize that passengers and employees don’t need to adapt to have their needs met; we do. Our team is working hard to provide everyone with a seamless, consistent and inclusive experience.

Advocacy organizations for persons with disabilities and industry associations alike have recognized our accomplishments in accessibility. Toronto Pearson is gold rated by the Rick Hansen Foundation Accessibility Certification program, the highest rating for physical accessibility to buildings and facilities. We're also the first airport in North America and second in the world to receive Airports Council International accreditation under its Accessibility Enhancement Accreditation program, a program dedicated to expanding airport accessibility.

We take great pride ensuring our commitment to accessibility encompasses the full passenger journey, starting on our website and extending all the way through the airport, from curb to gate.

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

Our accessible airport

We provide a wide variety of accessible services, programs and facilities designed to enable more choice, comfort and independence, whether you’re here as a traveller, an employee or a part of our airport worker community. Through innovation, collaboration and adaptation, we’re passionately working to remove barriers for all people. By partnering with a diverse range of advocacy groups, accessibility consultants, and with continuous and direct feedback of passengers and employees with lived experiences, we are continuously creating proactive and universal solutions to support everyone on their journey through Toronto Pearson.


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 and Terminal 3 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.