SPECIAL ASSISTANCE

Contact our Special Services Department:

- Email: [email protected]
- Toll free: 1-877-687-7794
- 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

To request special services (including at the airport, on the flight, during transfers or at the hotel), please fill out the request form on My Booking Portal.

We recommend that you contact our Special Services Department at least 48 hours (two business days) before your scheduled departure to ensure your flight requests are completed. For any destination (hotel) request, we recommend that you contact us at least five business days prior to departure in order to have a seamless travel experience. We may require you to provide any information or documents (including medical certificates) that are reasonably necessary to assess your request. 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 an advance notice is not provided, Sunwing will make every reasonable effort to provide special assistance requested by passengers with disabilities.

We are committed to providing the best possible customer services 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

We make every effort to accommodate all our passengers; however, due to safety considerations and regulations, there may be special circumstances where the acceptance of a passenger may be restricted. In the event that we refuse transportation of a person with a disability, an explanation of refusal will be provided at the time of refusal, informing the passenger of the reasons for the refusal, and a written notice will be provided within ten (10) days.

If you have a complaint or concern regarding our services or accommodations with respect to passengers with a disability that has not been resolved to your satisfaction, please talk to one of the Sunwing representatives at the airport or visit sunwingcares.ca.

At Sunwing, we are committed to providing priority check-in and boarding for passengers with disabilities who require special assistance. We will permit passengers with disabilities who are unable to use automated check-in or ticketing processes, such as self-service kiosks, to advance to the front of the line at the check-in counters. Passengers who are not independently mobile will be provided with a place to wait that is close to our staff members to provide assistance. Our staff members will periodically inquire about a person's needs and attend to those needs prior to boarding and inflight.

Please note that you must be an able-bodied passenger to occupy seats in the Emergency Exit Rows (15-16, A-F).