Together with their trainers, the dogs took part in YVR's PADS Tour Program—an initiative designed to give service dogs early exposure to the busy sights, sounds, and smells of an airport. From practicing commands near busy check-in counters, to calmly boarding an Air Canada aircraft, to visiting pet relief areas and quiet spaces, the tour covers all aspects of the airport experience and provides dogs with valuable practice for their future role as assistance animals.

The program is part of YVR’s commitment to accessibility, ensuring every passenger feels welcome, supported, and able to experience air travel with confidence.

More than just a tour

For individuals living with disabilities, air travel can be a stressful experience. Many PADS dogs are trained to assist people with mobility or hearing impairments, post-traumatic stress disorder (PTSD), or to work alongside professionals in healthcare, education, justice, and wellness sectors.

Through the YVR PADS Tour, dogs are able to practice both basic skills and program-specific commands depending on whether they are training toward mobility, hearing, or PTSD support. With support this year from Air Canada, participants also practiced a major part of the traveller journey: boarding and sitting in an aircraft. These early experiences make a huge difference as dogs who have grown familiar with aircraft and airport environments during training are calmer and more confident when it comes time to fly with their future clients. This reassurance gives clients the confidence to travel knowing their dog can handle the journey by their side.

“YVR is committed to creating a welcoming, inclusive, and accessible travel experience for people with disabilities by removing barriers and making the airport journey more predictable and comfortable,” said Josh Vander Vies, Director of Diversity, Inclusion, and Belonging at YVR. “The PADS program tour is one of the many actions we’re taking to make YVR more accessible.”

“Visits like this give us a chance to practice both basic skills and the specialized commands our dogs need as Mobility, Hearing, or PTSD service dogs,” explained Valerie (Val) Bouey, Client Services at PADS. “Even one experience at YVR builds their confidence, so by the time they’re placed with a client, they’re already comfortable in the airport environment and ready to support wherever life takes them.”

“Air Canada is committed to being a leader in accessible travel. We are proud to partner with YVR for the PADS airport event to help familiarize service animals in training with elements of the air travel experience at check-in and onboard our aircraft,” said Kerianne Wilson, Director, Customer Accessibility at Air Canada.

A partnership with deep roots

YVR’s work with PADS goes back to 2018, when the airport first sponsored puppies and dogs-in-training and welcomed PADS teams to accessibility-related events. In 2019, the collaboration grew to include early airport exposure tours, giving service dogs a chance to practice in real travel settings. Even during the pandemic, YVR supported PADS by providing space for socially distanced puppy classes and contributing to the development of training resources.

In 2025, the partnership reached new levels when PADS joined YVR’s accessibility walkthrough of the terminal. The session, part of our Three-Year Accessibility Plan Roadmap, gave PADS an opportunity to share feedback while seeing firsthand the accessibility features being introduced at YVR. That exchange sparked new ideas and led to the creation of the PADS Tour Program, an initiative for PADS clients to participate alongside PADS staff and their fully trained service dogs.

This ongoing collaboration reflects a shared commitment to improving accessibility and making travel more inclusive.

Due to anxiety and sensory sensitivities, individuals on the autism spectrum can become overwhelmed by the airport environment. This tour is designed to reduce anxiety, remove travel barriers, and build confidence by preparing Autistic individuals for what to expect, making the airport a less stressful and more predictable place. 

“The airport is often a very fast-paced and sensory-rich environment, which can represent a challenge for many Autistic individuals,” said Sarah Armstrong, Director of Strategic Partnerships with Canucks Autism Network (CAN). “These rehearsal events help increase predictability and decrease stress, opening up a world of possibilities for the autism community.” 

The tour includes checking-in, going through security screening with the support of CATSA, boarding an Air Canada Express aircraft, and a short taxi in the airplane. This year, more than 70 individuals ranging from 3 to 41 years old. 

Since 2014, YVR and CAN have worked together to create events and resources that increase autism accessibility in air travel. After 11 years, YVR Autism Aviation Day has reached nearly 600 attendees. 

"At YVR, we are committed to helping ensure that flying is accessible to all, and we are proud of our 11-year partnership with Canucks Autism Network to help reduce barriers to air travel for neurodiverse travellers and their families,” said Andy Margolis, Vice President, Operations and Chief Operations Officer of Vancouver International Airport. “My sincere thanks to Air Canada, CATSA, and our airport community for making this tour, and new travel opportunities, possible for hundreds of families in B.C.” 

In more recent years, YVR Autism Aviation Days have been bolstered by the support of Air Canada and Air Canada Foundation. Building off the success of the long-standing Vancouver event, they have helped deliver similar events with CAN at Victoria International Airport and Kamloops Airport. 

“We are proud to celebrate another successful Autism Aviation Day here in YVR,” said Brigitte Saint-Pierre, Director, Official Languages and Community Engagement at Air Canada. “These special days mean so much to the families who take part—helping them build confidence and familiarity with the airport and the travel process and to the employees who support the day. The positive impact of this experience extends well beyond the day itself, breaking down barriers and opening doors to future travel opportunities for children and their families. We are deeply grateful to our partners Jazz Aviation LP, CAN and YVR for helping make these meaningful moments possible.” 

In addition to the Learn to Fly tour, CAN and YVR have worked together to develop resources, like visual checklists, step-by-step instructions, and tipsheets for Autistic travelers. These resources can be accessed at any pre-security Information Counter at YVR. 

This past year, YVR also supported in the launch of an online course designed for travel industry professionals to learn about autism accessibility. Developed by CAN, the course provides an introduction to Autism and neurodiversity along with strategies for communication and support. Learn more at learn.canucksautism.ca.  

It is estimated that 1 in 25 children and youth is on the autism spectrum in B.C.. Events like YVR Autism Aviation Day provide vital opportunities to increase accessibility and inclusion. Learn more at yvr.ca/autism. 

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Since introducing its Accessibility Plan in 2023, YVR has made considerable progress across all eight focus areas outlined in its plan and in compliance with the Canadian Transportation Agency’s Accessible Transportation for Persons with Disabilities Regulations.   

YVR is proud to highlight the following achievements from June 2024 through May 2025: 

YVR is committed to providing everyone with a smooth and seamless airport experience. Our plan and ongoing progress are deeply rooted in listening closely to our guests, community partners, employees and community. Response and reaction to YVR’s Year Two Progress Report on Accessibility from the accessibility community can be found here.

To read YVR’s Year Two Progress Report on Accessibility or for more information about accessibility features at the airport please visit Accessibility Plan & Feedback | YVR.

We are grateful to our community partners who help us evolve our services and develop new programs that make travel better for all. 

Situated in the Domestic Arrivals area on Level 2, Paper Planes Café is more than just a place to grab a coffee—it’s a space where inclusion takes flight. Open daily from 8:00 a.m. to 8:00 p.m., the café employs individuals on the autism spectrum, providing them with paid, hands-on experience and the opportunity to develop valuable skills in a real-world work environment.

Through this café, YVR and PAFN offer up to six months of training, covering essential skills and expertise typical of the restaurant and service industry. This includes barista talents, food preparation, and customer service, all designed to prepare graduates for a successful career in the hospitality field.  Upon completing the program, graduates are supported in their job search within the community—equipped with confidence, experience, and new professional connections.

Since opening in 2023, the café has become a vibrant part of the terminal and a symbol of what inclusive employment can achieve. To date, Paper Planes Café has served over 36,000 cups of coffee to travellers and airport employees alike —each one prepared with care and pride by its dedicated team.

Among those team members are TJ and Rahma, two remarkable graduates whose stories reflect the impact of this program. Check their stories below.

From their first shifts behind the counter to serving travellers from around the world, the Paper Planes team shows us every day what’s possible when we build environments that embrace diversity and foster belonging.

YVR is committed to creating a more accessible and inclusive airport, and our partnership with PAFN is a powerful example of how we can work together to uplift our community and open doors to meaningful opportunities.

Curbside greeting and assistance 

YVR’s Guest Experience team offers assistance with baggage, directions, and accessibility needs through the Curbside Greeting Program. Support is available at all entry points, and passengers can arrange additional assistance in advance by contacting the Customer Call Centre: 604-207-7077, TTY: 604-207-7070 or by email at customercallcentre@yvr.ca.  

Discreet support along the way 

As passengers continue their journey, the Sunflower Program provides discreet support for those with hidden disabilities. By wearing a free Sunflower Lanyard, travellers signal to airport staff that they may need extra patience or assistance. These lanyards are available at Information Counters throughout the airport.   

Airport staff, trained in neurodiverse inclusion with guidance from organizations like the Pacific Autism Family Network (PAFN), are dedicated to ensuring a welcoming, supportive environment for all travellers, including those with neurodivergent needs. 

Support through security 

Navigating security can be particularly stressful for neurodivergent passengers. To provide extra assistance during this process, Canadian Air Transport Security Authority (CATSA) has introduced Facilitators, helping those who need additional support as they pass through security screening.  

Paper Planes Café: inclusive employment and experience 

For a relaxing break, passengers can visit the Paper Planes Café, a collaborative project with PAFN, located in the domestic arrivals area. This inclusive coffee bar, staffed by individuals from the neurodiverse community, offers a variety of coffee, hot drinks, and snacks. Not only does the café provide a peaceful stop, but it also supports inclusive training and employment at YVR. 

Quiet areas and reflective spaces 

As travellers continue on their journey through the airport, YVR has several quiet areas and reflective spaces to help manage sensory overload. 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.  

Enhancing independence and reassurance  

To help passengers prepare for their airport experience, YVR, in collaboration with the PAFN and Canucks Autism Network (CAN), offers practical guides designed to support autistic passengers and their families. These resources ensure a more welcoming, accessible, and comfortable journey for all. 

A commitment to accessibility 

YVR’s commitment to accessibility extends beyond resources and amenities. The Airport Authority is continuously improving to ensure that all passengers, regardless of ability, have a smooth and stress-free travel experience.  

From arrival to departure, YVR is dedicated to creating an inclusive, welcoming environment for neurodivergent passengers, reflecting our commitment to accessibility at every step of the journey. 

For more information on YVR’s Accessibility initiatives visit our website at yvr.ca. 

To prepare for the Invictus Games, YVR has collaborated closely with event organizers, Musqueam, and federal agencies, and has established dedicated cross-functional teams to support arriving athletes.    

Support for travelling competitors is being guided by YVR’s Beyond Accessibility plan, which serves as a framework for the airport to continue to provide an inclusive and accessible travel experience for people of all abilities. Support in the terminals includes accessible facilities, dedicated assistance services for travellers with disabilities, and communication support for those with hearing or visual impairments. 

To further enhance the experience for Invictus Games Vancouver Whistler 2025 participants, YVR has introduced additional accessibility measures, including: 

• Two new temporary quiet rooms in its Arrivals areas. 
• Additional autonomous pods by A&K Robotics to assist passengers with mobility needs. 
• YVR staff ambassadors stationed at boarding gates to welcome and escort Invictus teams as they arrive. 
• Dedicated lanes for Invictus competitors in the Customs Hall, in collaboration with the Canadian Border Services Agency.  
• Increased staffing to assist with equipment and baggage and the movement of specialized and adapted sports gear. 

“YVR has proven expertise in welcoming the world to major events, reinforcing Vancouver's role as a premier host city. I am proud of the work of our airport community in supporting Invictus competitors and their families, reflecting the Games’ spirit of inclusion, respect, and resilience. We look forward to celebrating the remarkable competitors and welcoming them to Vancouver and British Columbia," said Tamara Vrooman, President and CEO of YVR. 

For more information about YVR operations for the Invictus Games, please contact: media_relations@yvr.ca. 

Additional information about the Invictus Games Vancouver Whistler 2025 can be found on their website: https://invictusgames2025.ca.  

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:

• Top achievements from Year One of our Accessibility Plan
• YVR and PAFN reimagine travel for neurodiverse families
• Self-driving robotic pods coming to YVR

The new technology, developed by Vancouver-based A&K Robotics, is designed to provide another option for passengers who may need assistance when travelling through the airport.

At YVR, we are committed to creating an accessible airport for all. The new self-driving pods represent an important step forward for accessibility at the airport, helping ensure people of all ages and abilities can independently navigate our terminals. Whether it’s someone with varying mobility and guidance needs, or someone using crutches, an expectant mother, or whose knees just don’t feel as they used to, these pods will give them more freedom to reach their gates and access airport services with greater independence. 

The main terminal at YVR stands as the single largest building in British Columbia. In our International Terminal alone, it is approximately 650 metres from the security screening checkpoint to the last boarding gate. While there are a number of moving walkways, we are always looking for new and innovative ways to support travellers in making their way to their gate as well as the shops, restaurants and amenities along the way.

The pods have integrated real-time mapping software that enables passengers to accurately and intuitively understand where they are within the airport. Over the coming months, we will be conducting trials with employees, members of the accessibility community and, eventually, travellers. This phased approach will ensure the pods are safely integrated into the airport environment. It also provides an opportunity for our teams to work closely with A&K Robotics to solicit feedback that will help evolve and adapt the form and function of the pods to meet the unique needs of our travellers.

Our work with A&K Robotics is taking place through the Integrated Marketplace. YVR was the first testbed for this initiative, which is delivered by Innovate BC and allows us to support the development and implementation of made-in-B.C. solutions that benefit YVR and our community as well as local businesses.

Read more about this project and what our partners at Innovate BC, A&K Robotics and the provincial and federal governments are saying, here.

YVR Autism Aviation Days provides an opportunity for attendees to rehearse the entire pre-flight process in a highly-supported environment. The practice run includes checking-in, going through security screening, boarding an Air Canada Express aircraft for a simulated pre-flight experience, and, for the first time this year, a short taxi in the airplane.

The three events will welcome a total of 180 attendees – ranging from families with children and youth on the autism spectrum to Autistic adults looking for experience to travel independently.

“With an estimated 1 in 30 children and youth on the autism spectrum in B.C., events such as these are vital to increasing accessibility and inclusion,” said Sarah Armstrong, Director of Strategic Partnerships with Canucks Autism Network (CAN). “Airport ‘rehearsals’ can greatly benefit Autistic individuals and their families by increasing predictability and decreasing stress.”

The initiative began between CAN and YVR in 2014. After 10 years, the events have made a positive difference for more than 500 individuals.

"Travel is essential to maintaining human connections, expanding our experiences, and accessing essential services. By offering neurodiverse individuals and their families the chance to rehearse the pre-flight process, we open doors to important travel possibilities,” stated Tamara Vrooman, President and CEO of Vancouver International Airport. “We are proud to partner with CAN and Air Canada to create these experiences and thank the many government agencies and businesses at the airport for their support with this initiative.”

“Travelling should be accessible to everyone, and we are proud to help make that possible through initiatives like this with the help of our employees at Air Canada and of our partner, Jazz Aviation LP,” said Valerie Durand, Spokesperson for the Air Canada Foundation. “In bringing these simulated pre-flight experiences to fruition again, this time in Vancouver, for children with autism and their families, we hope they can develop the confidence and comfort to take that much anticipated trip together soon.”

“We believe in providing accessible and inclusive travel experiences for everyone,” said Kirk Newhook, Vice President of Employee Relations and Operations Support at Jazz Aviation LP. “Jazz is proud to take an important role in providing these experiences to families through our participating flight and cabin crew members, and those contributing behind the scenes of this initiative, which also serves as a learning opportunity for Jazz on supporting diverse travellers.”

In addition to the rehearsal, each family receives a YVR Sensory Resource Kit, which includes noise-cancelling headphones, an airport map, and check-list to support Autistic travellers or anyone with sensory sensitivities. The kit is available year-round from any pre-security YVR Customer Care counter.

More information and select digital resources can also be accessed at Accessibility Travel Resources | YVR.

The bustling and high-stress atmosphere of airports can be challenging for neurodiverse individuals. To address this concern, YVR, PAFN, and AIDE combined expertise to develop a video series which simulates the travel experience from the curb to cloud. These on-demand videos enable individuals to familiarize themselves with various travel processes, empowering them to approach real travel situations with confidence.

"YVR is a diverse global hub, and we remain committed to meeting the highest standards of accessibility and inclusion," said Tamara Vrooman, President and CEO at Vancouver International Airport. "A little bit of planning ahead can make all the difference to a travel journey. Through our partnership with PAFN and AIDE Canada, YVR is proud to offer a valuable resource to neurodiverse individuals and others, enabling anyone who may feel anxious about the experience to prepare for air travel with confidence."

The three-part series, developed with the participation of key members of the airport ecosystem, covers important travel processes including check-in, security screening procedures, aircraft boarding, and clearing customs after an international trip. Designed to provide practical guidance, the interactive tool in the videos allows users to navigate typical airport scenarios, interact with personnel, and observe the outcomes of their choices, fostering self-assurance for real-life travel situations.

“We are delighted to support neurodiverse communities by introducing the wonder of travel and what they can expect through these interactive travel training videos. By seeing an Air Canada aircraft and staff in these videos, and together with our adoption and recognition of the Hidden Disabilities Sunflower program, we hope neurodiverse people and their families can develop the confidence to take a trip soon,” said Christianna Scott, Director – Diversity, Equity and Inclusion at Air Canada

The videos, which feature neurodiverse actor Kayla Tellier are available on AIDE Canada’s website.

In addition to supporting the training video series, YVR is providing comprehensive neurodiverse inclusion training to its employees, from frontline workers such as Guest Experience and Green Coat volunteers, to staff in a range of areas, including Fire and Rescue personnel. These training programs focus on best practices for communication and support to those in the neurodiverse community, ensuring a welcoming, safe, and supportive journey for all passengers. Invitations to the training sessions, delivered by Dr. Fakhri Shafai were extended to other organizations, and many have participated, including but not limited to airport assigned RCMP, Canadian Air Transport Security Authority (CATSA), U.S. Customs and Border Protection (U.S. CBP), and Canada Border Services Agency (CBSA) personnel.

“The Canada Border Services Agency welcomes thousands of travellers to Canada each day and we understand that crossing the border can present unique challenges for neurodiverse individuals,” said CBSA Director Linell Redmond, Vancouver International Airport. “We have an important role to play in helping remove existing barriers and appreciate the opportunity to have our border services officers take part in this training through YVR, PAFN and AIDE Canada”

“CATSA endeavours to create a barrier-free security screening experience that is inclusive and respectful of all travellers,” said Jim Doucette, CATSA’s Director, Service Delivery. “Participating in this training allows screening officers to learn how to best support neurodiverse passengers through the screening process and we are grateful for this opportunity.”

PAFN Board Chair and Co-Founder Sergio Cocchia (O.B.C.) commended YVR President and CEO Tamara Vrooman for her leadership and support to impacted individuals and families. He also appreciated YVR’s ability to see the need to prepare for a travel experience from a different and innovative viewpoint. “Programs are usually geared to the neurodiverse individual learning to adapt in our community. Families spend their lives educating their neurodiverse children on how to adapt to our community, and in these new training sessions we are helping the community adapt to neurodiverse individuals. It's crucial for all airport partners to actively participate in fostering and furthering these forms of inclusivity.”

As of April 2024, 97% of YVR’s guest experience team has completed training. Sessions are ongoing and have been integrated into YVR’s onboarding curriculum for new volunteers joining our Green Coat volunteer program.

More Information about YVR’s accessibility plan is available at www.YVR.ca/accessibility

Changing demographics, combined with an increasingly active community of people with disabilities, inspires us to create and deliver more inclusive terminal design and passenger experiences that support people of all abilities. For us, access isn’t a box to check. It’s a mandate of continual inclusion and improvement. 

YVR strives to deeply understand our guests’ and employees’ experiences by listening and working together to identify and remove barriers to accessibility. These meaningful collaborations have resulted in the implementation of the following initiatives at YVR:  

Hidden Disabilities Sunflower Program                        

YVR is proud to offer the globally recognized Hidden Disabilities Sunflower Program to support passengers with hidden disabilities, also known as invisible disabilities. The Sunflower lanyard provides a helpful identifier to airport staff to best assist and support anyone with an invisible disability. The Sunflower logo aims to assist those travelling with invisible disabilities who may need a little extra patience, care, and assistance during their travel experience. Sunflower lanyards are available for free at any of our customer care and information counters. Wearing the Sunflower lanyard is voluntary.  

Paper Planes Cafe                                                                               

In 2023 YVR and Pacific Autism Family Network (PAFN) unveiled Paper Planes Café. The latest addition to YVR’s reimagined food and beverage offering, Paper Planes Café is an inclusive and accessible coffee bar and the first of its kind at a Canadian airport. The staff at Paper Planes Café include a team of individuals of different abilities from the neurodiverse community. The team will prepare and serve an array of coffee, hot drinks, and quick snacks for the millions of passengers who travel through YVR as well as thousands of employees and guests, creating inclusive employment opportunities and elevating the travel experience at YVR. 

Employee Training and Resources 

YVR is committed to providing an authentic airport experience to all guests while reducing travel barriers and creating a less stressful and more predictable environment. We achieve this by providing our staff with the necessary skills and knowledge to meet the needs of every guest, including those with disabilities, ensuring that everyone has a great experience. Our training aims to go above and beyond, ensuring that at YVR, we all belong.  From our comprehensive Arrivals program for new employees to specialized Neurodiverse Awareness Training with Pacific Autism Family Network (PAFN), we prioritize understanding and meeting the needs of all guests. Our commitment to accessibility extends beyond physical accommodations to include fostering a culture of respect and understanding. At YVR, accessibility is ingrained in our culture and operations, ensuring that every passenger feels valued and supported throughout their journey.  

For more information on YVR’s Accessibility initiatives visit: www.yvr.ca/accessibility 

Earlier this year, YVR introduced Sign Language video  boarding messages in three languages, American Sign Language, Langue des signes du Québec (LSQ) and International Sign displayed on all gate information screens in the Main and South terminals. These messages complement our existing audio and visual announcements, ensuring seamless communication for all passengers. Additionally, Assistive Listening Systems are available at all information counters, with plans to expand this service to check-in counters later this year, making communication easier for people who are Deaf or hard of hearing with hearing aids. 

In 2023, we launched our new Curbside Greeting program. This unique guest experience program helps by enhancing support for travellers from the very start of their journey here at YVR and builds on our award-winning approach to delivering the best possible experience for travellers. Our staff proactively greet and assist guests at the curb as they first arrive at the airport.  From offering help with finding a baggage cart, wayfinding, providing information to assisting guests with any accessibility requests or needs. 

Here are further ways YVR is employing an innovative approach to accessibility at the airport: 

• With the expansion of our new international departures terminal, we've introduced  guest-inspired services such as an assisted change room or changing place washroom, nursing room, quiet room, animal relief areas, yoga space, and multi-faith prayer room to provide relief from sensory overstimulation and cater to our guest needs.  
• YVR has partnered with Aira, a visual interpretation app, to assist individuals who are blind or partially sighted, enhancing their independence and navigation within the airport. Aira access is free with unlimited usage at YVR. 
• YVR’s website is designed to meet website accessibility requirements (WCAG 2.1 AA), ensuring that our web content information is accessible to a wider range of people with disabilities. Additionally, the implementation of the EqualWeb accessibility tool allows users to customize their profile for easier navigation and personalized adjustments to colors and content.  
• YVR EXPRESS availability for flights within Canada or to the United States, allows travellers to schedule specific times for security screening, streamlining the travel process by helping to reduce wait times and to create a more predictable experience. 

For more information on YVR’s accessibility initiatives visit: www.yvr.ca/accessibility  

Paper Planes Café takes flight at Vancouver International Airport, marking a significant milestone in our commitment to accessibility and community engagement.

This café is not just another coffee bar; it is a testament to our dedication to creating a more inclusive and accessible travel environment. Situated in the Domestic Arrivals area on Level 2, this café represents a significant step forward in our mission to serve our people and the community. Its doors will be open for travellers from 8 a.m. - 8 p.m. seven days a week.

The uniqueness of this coffee bar lies in its team, which is made up of individuals with a diverse range of abilities from the neurodiverse community. These individuals will be at the helm, brewing coffee, and serving quick snacks to the millions of passengers and guests who traverse YVR's terminal, as well as the thousands of employees who call the airport home.

The primary goal of Paper Planes Café is to empower its staff by providing them with the skills and experience they need to succeed in the workforce. Through this café, YVR and PAFN will offer up to six-months of training covering essential skills and expertise typical of the restaurant and service industry. This includes barista talents, food preparation, and customer service, all of which will prepare employees for a successful career in the hospitality field. Following the training, staff will also be supported in their job search in the community.

The innovative, impactful, and important partnership between YVR and PAFN began in 2021 with a shared vision to make travel accessible and enjoyable for everyone. As part of YVR's three-year accessibility plan, we are actively working towards creating a welcoming, inclusive, and accessible travel experience for people of all abilities.

Paper Planes Café at YVR is not just a coffee shop; it is a beacon of hope, inclusivity, and empowerment. It is a testament to what can be achieved when a community comes together to make travel accessible for all, regardless of ability. So, the next time you find yourself at YVR, be sure to stop by the Paper Planes Café for a coffee and a taste of what true inclusivity feels like – because every journey, whether by air or in life, should be one that all can embark upon.