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Our Accessibility Statement

We have worked hard to identify, remove and prevent barriers for people with disabilities, and we continue to engage with our community to bring further improvements to Pearson. We recognize that design with inclusivity and universality at its core makes a better experience for everyone. 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. Members of the accessibility community were also consulted in the development of the website. 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 

At Pearson, we’re committed to providing a smooth and enjoyable airport experience for all. We provide a wide variety of accessible services and facilities designed to enable more choice, comfort, and greater independence as you travel through the airport. 

We regularly consult with advocacy groups for persons with disabilities to co-develop new and enhanced services. These services are available to travellers, as well as our airport worker community, which is committed to providing all travellers the support need for a positive passenger experience. 


Our Customer Service Team is available 24 hours at 416-AIRPORT (416-247-7678) or toll free at 1-866-207-1690. 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 use an Information phone to speak with a representative. Hands-free video chat and speakerphone capabilities exist at select information desks in Terminals 1 and 3. Passengers can now walk up to the desk and be connected with a Passenger Service Representative by video, or through speakerphone, helping to minimize the amount of physical contact required. 

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