Accessible travel at YVR: making spirits bright for everyone
With the holiday season upon us, we are focused on ensuring a seamless travel experience for everyone. Guided by our Beyond Accessibility three-year plan, we are co-designing solutions with community and accessibility partners to ensure our airport environment is predictable, stress-free, and enjoyable for people of all abilities.
Assistance starts at the curb
Through our Curbside Greeting Program, travellers are welcomed even before they enter our terminal by our Guest Experience team. These team members are available outside along the curb and Canada Line SkyTrain platform to assist with baggage carts, directions, and accessibility requests such as wheelchair or mobility assistance. Our Guest Experience members will assist travellers with getting to their check-in counter or designated area, ensuring a smooth transition.
Travellers with specific needs who may require additional support can arrange service in advance with our Customer Call Centre: 604-207-7077, TTY: 604-207-7070 or by email at customercallcentre@yvr.ca.
Accessibility features inside the terminal
The December holiday period is a particularly busy time with a lot of additional activities and decorations in the terminal. We have a number of amenities available to help people of all abilities navigate the airport:
- Assisted change rooms: Our International Terminal features a change room designed to meet the needs of passengers with physical disabilities. It includes a height-adjustable changing bench, a hoist system, and an accessible toilet with a privacy screen.
- Quiet areas and reflective spaces: These include a Quiet Area (Gate D67) and a yoga space. A multi-faith prayer room is also available and welcomes all visitors wanting to take a moment for quiet contemplation amid what can feel like the seasonal travel rush. These spaces cater to sensory overstimulation and encourage moments of reflection.
- Support to service animals and companion pets; To meet accessibility needs, YVR has a number of animal relief areas for service animals and small pets.
- Our Less Airport Stress Initiative (LASI) brings trained therapy dogs into the terminals, helping reduce feelings of anxiety. These dogs and their handlers receive specialized training to support neurodiverse passengers and work in partnership with organizations such as Pacific Autism Family Network.
- The Sunflower Program helps airport staff identify and assist individuals with hidden disabilities, such as anxiety disorders or chronic pain. Lanyards are available at YVR’s Information Counters and serve as a discreet signal that they may require additional assistance or understanding.
Enhanced communication and technology
We have a number of communications services available to ensure information can be shared with travellers in a timely and easy to understand manner.
- Sign language video boarding messages: Displayed in American Sign Language (ASL)/Langue des signes du Québec (LSQ), and International Sign on all gate information screens, complementing existing audio and visual announcements.
- Enhanced paging: New digital controls improve sound quality and allow targeted announcements in specific areas of the terminal, ensuring clarity for all.
- Support for hearing loss: Hearing loops are present at all information counters, visual paging, and sign language displays enhance accessibility.
- Language video interpretation: Our language line video interpretation service offers over 240 languages to translate information and instructions for travellers.
- Independent navigation through the airport: For travellers who are blind or partially sighted, YVR offers free and unlimited access to Aira, a visual interpretation app that enhances independence and navigation within the airport. Our terminals also feature contrasting floor tiles to guide those with visual impairments.
- Travel Rehearsal Program: We offer personalized support through this program for passengers with disabilities or diverse needs.
- Facial recognition for seamless boarding: Passengers flying with Air Canada can use Digital Identification, a facial recognition technology, to breeze through boarding without needing boarding passes or ID checks. This innovation streamlines the process while supporting accessibility by reducing physical handling and simplifying the travel experience for everyone.
Commitment to accessibility
YVR’s commitment goes beyond amenities. Staff and partners, including Green Coat volunteers, the Richmond RCMP, Canadian Air Transport Security Authority (CATSA), U.S. Customs and Border Protection (USCBP), and Canada Border Services Agency (CBSA), have undergone neurodiverse inclusion training. These sessions focus on best practices to ensure a welcoming, safe, and supportive journey for all passengers.
For additional information on accessibility at YVR, we recommend you check these articles: