Accessibility Plan

The Airport Authority has prepared an Accessibility Plan to assist in meeting our requirements under the Accessible Canada Act and the Accessible Transportation for Persons with Disabilities Regulations. The 2023-2026 Accessibility Plan includes both the plan and the description of the feedback process.

Commitment to accessibility

The Airport Authority is committed to providing a safe, dignified, and welcoming environment for everyone. We believe in integration, equality of opportunity, and independent access and participation for persons with disabilities.

The Airport Authority will ensure compliance with all applicable accessibility legislation by identifying, preventing, and removing barriers to accessibility. We will address all accessibility needs and requests to the best of our ability and in a timely manner.

If you have a disability, your airline is unable to help you and you require immediate assistance while you are at the airport, please call 613-248-2025.

Feedback and complaints

If you have feedback or a complaint about accessibility at YOW, please complete the online form, send an email to Accessibility@yow.ca or call  613-248-2082 between 8:00 a.m. and 4:00 p.m., Monday to Friday. Feedback will be acknowledged, other than anonymous feedback, in the same manner in which it was received.

Accessibility Complaint Resolution Process

Drop-off and Pick-up

The curbs along the entrances on both the Departures and Arrivals roadways are reserved for active loading and unloading only (immediate loading and unloading of persons and their belongings).

Drivers should wait in the Cell Phone Lot for their passenger as vehicles are not permitted to park/wait along the curb. Our security team is vigilant and works to keep traffic moving and will refer drivers to the cell phone lot to wait for their passenger.

Accessible parking spots along these curbs are reserved solely for people who possess a valid accessible parking permit. Along the Arrivals curb, there are two spaces at Pillar 5 and along the Departures curb, there is one space at the North doors and one at the South doors.  

Vehicles may not, under any circumstance, be left unattended in these areas. Infractions will be issued and vehicles will be towed if left unattended. 

Parking

Accessible parking is available on all levels of the Parkade (P1) and in the Long-term/Overheight lot (P4). Enclosed and heated direct terminal access is located on Level 3 of the Parkade (P1).

Grace period for accessible parking permit holders

There is a 30-minute grace period in the Parkade (P1) for:

  • a person parking who has a valid accessible parking permit
  • a driver assisting a passenger with a disability, to or from the terminal

There are two ways to use the grace period.

  1. Go to the Impark Office, located in the Parkade at the south end of the rental car corridor on Level 1, and present:
    • the ticket from the parking entry column
    • the passenger's flight itinerary information 
    • the passenger's valid accessible parking permit (original or photocopy).
  2. Contact an Impark representative by pressing the intercom button at the exit column; once connected the driver can provide the itinerary information and permit number to have the charge waived.

If the parking period exceeds the grace period, regular parking fees will apply.

Public transportation

Public transit is offered through OC Transpo and the bus route servicing the Airport uses low-floor, fully accessible buses that accommodate wheelchairs.

Sunflower lanyard

YOW is a member of the Hidden Disabilities Sunflower program, an international movement that supports people with a hidden disability. Passengers can obtain a Sunflower lanyard and wear it while at the airport to discreetly alert staff that they have an invisible disability and may need extra help or additional time throughout the travel process. Lanyards are available for free at two locations at YOW:

  • PARS 2000 (Lost and Found), Terminal - Level 1, South end near carousel 5
  • Parking office, Parkade - Level 1, South end

Wheelchair and mobility assistance

Assistance is available to a passenger with a disability or with limited mobility throughout the travel process.

Passengers should contact their airline to coordinate the assistance they require. The requirement(s) will be added to the passenger’s booking for ease throughout the travel process, and can include assistance checking in, navigating throughout the airport, embarking/disembarking, during the flight, going through security screening and/customs, and retrieving bags. Airline staff will provide a wheelchair as required.

Washrooms

The terminal is equipped with multiple accessible washrooms, both pre- and post-security.

There is an adult change room:

  • pre-security on Level 3 (at the South end, near the security screening);
  • post-security:
    • in the Canada/International gate area, near gate 14; and
    • U.S. (Transborder) gate areas, near the elevator.

Curbside assistance

Assistance is available to a passenger with a disability or with limited mobility.

Getting to terminal

Assistance is available from outdoor curbside areas or accessible spots in the parking lots to indoor check-in areas. This service includes assisting passengers with their wheelchair or mobility device and their baggage. Call 613-248-2025 or email [email protected] for assistance. A staff member will escort the passenger to the nearest available bench or appropriate seating area and notify airline staff of the passenger’s arrival. Staff will provide a wheelchair for this service as required.

Leaving terminal

Under most circumstances the airline will provide service for returning passengers to get from the baggage collection area to the curb. However, if this service is not provided by airline staff, call 613-248-2025 or email [email protected] for assistance to get you, your mobility device and your luggage to the Arrivals curb outdoor or to your accessible parking spot. Staff will provide a wheelchair for this service as required.

Features for people with visual impairments

  • Floor tile patterns and specially textured flooring throughout the terminal. 
  • Braille signage throughout the terminal. 
  • A public address system used for notifications.
  • Recorded voice announcements:
    • in the elevators
    • in the Parkade (P1)

Service animals

The Ottawa Airport Authority, Canada Border Services Agency (CBSA) and Ottawa Police Service have canine units with working dogs in the terminal. In the interest of maintaining safety and security for everyone, it’s important that any passengers and visitors who are accompanied by a service animal must adhere to Airport rules. 

  • Service animals
    • are welcome at the Airport anytime as long as they provide a service to an individual who is travelling or meeting/greeting a traveller;
    • must be leashed and controlled by the owner at all times; and
    • must be properly identified and/or owner must have proper credentials.
  • Animal relief areas are located
    • across the street from the terminal (Level 1) along the Parkade (P1). The area is clearly marked and plastic bags and garbage containers are available for disposal.
    • past security
      • near Gate 18 in the Canada/International gate area
      • near the bottom of the escalator in the U.S. gate area​

Features for people with hearing impairments

  • TTY phones are located throughout the terminal.
  • Electronic signs display flight information throughout the terminal.
  • An Assistive Listening System called a hearing loop is installed at the Information Desk in the Arrivals area. In order to use the hearing loop, the individual with the hearing impairment must have:
    • a hearing aid with a telecoil (t-coil) in it;
    • the telecoil activated by the healthcare professional;
    • the device in use in the ‘T’ mode.
  • In the case of an emergency, electronic signs throughout the terminal display emergency notices and strobe lights are in effect.

 

Car rental

Car rental companies at YOW offer vehicles equipped with accessible devices, surrogate drivers and assistance in booking vehicles. For more information visit the Car rental page.

Taxis

Accessible taxis are available upon request. For more information, contact 613-523-1234 or speak to the dispatcher at the head of the taxi queue on the inner Arrivals curb. 

Accessible information and communication

Upon request, the Airport Authority will provide or arrange for the provision of accessible or alternate formats and communication supports for persons with disabilities.

Individual accessibility needs will be taken into account and accessible information will be provided in a timely manner and at no additional cost to the individual.