Accessibility

The Region of Waterloo international Airport (YKF) is committed to providing a safe, inclusive and enjoyable airport experience for all.

YKF airport is subject to the Canadian Transportation Agency Accessible Transportation for Persons with Disabilities Regulations and the provisions of these regulations that apply to it, and the services that it offers to persons with disabilities and any conditions that apply to those services.

Under the regulations, our obligations are to the following sections:

If you have any questions or concerns about your journey, please email us Airport Information or call us at 519-575-4781. If you are at the airport you can visit us at our information booth located to your right when you enter the main terminal building.

2024-2027 Airport Accessibility Plan

An Airport Accessibility Plan covering 2024-2027 has been implemented to assist YKF in meeting the requirements of the Accessible Canada Act (ACA) and Accessible Transportation for Persons with Disabilities Regulations (ATPDR).

You can access the 2024-2027 Accessibility Plan here.

If you have any feedback regarding the Airport Accessibility Plan or a complaint about accessibility at YKF, please send contact us directly as outlined below:

Send us an email.

Web: Submit an Accessibility Feedback form on our website.

Phone: 519-575-4781 or Toll free 1-866-648-2256.

Deaf or Hard of Hearing (TTY): 519-575-4608.

Before you travel

Mobility and special assistance is provided by your airline. Contact your airline at least 48 hours prior to your flight to notify them of any assistance you require.

Are you a passenger with a disability or are you travelling with someone with a disability? We provide a wide variety of accessible services and facilities designed to enable more choice and greater independence as you travel through the airport.

Getting to and from YKF

Curbside Drop off

Pick up and drop off areas are located curbside and are designated by the international Symbol of Access. These loading zones are located:

Directly in front of the main terminal Departures
In front of the domestic arrival building

These are loading zones only and no waiting is permitted.

Curbside Assistance

Travellers with a disability can request curbside assistance from the terminal curb to the airline check-in counter, as well as from arrivals to your transportation.

Travellers who require special assistance may email their request here or by contacting us directly at 519-575-4781. We encourage you to contact us 48 hours in advance.

Accessible parking

All terminal parking lots are accessible with designated parking spots marked by the Universal Access Symbol. To use one of these spots, please ensure your valid Accessible Parking Permit is displayed and clearly visible on the vehicles sun visor or front dash.

To review an image of our parking facilities, please click here.

The Courtesy Airport shuttle from the Value lot is equipped with a wheelchair lift and can accommodate non-folding or non-collapsible mobility aids for the convenience of our passengers.

Ground Transportation

There are a number of accessible ground transportation options available to and from the Region of Waterloo International Airport.

Pre-arrange your transportation to ensure an accessible vehicle is ready to take you to or from the airport. Visit our Ground Transportation page to see options for taxis, buses, service cars, or using public transit.

Taxi

Many of the taxi operators offer accessible vehicles.

Rental cars

Rental car companies can provide adaptive driving devices and services for customers with disabilities. Contact your rental car agency at least 48 hours prior to your vehicle pick up.

Accessibility Features at the Airport

Airline Check-in

Check-in counters are accessible from a standing or seated position.

Passengers wanting assistance to and from the boarding gate, with baggage, as well as with boarding or deplaning an aircraft, are encouraged to pre-arrange assistance their airline when making travel arrangements — at least 48 hours prior to travel.

Airlines can provide information on the use of wheelchairs, a passenger escort service, baggage assistance, transportation within the airport, and support in checking in, boarding, and arriving at your destination.

Washrooms

All washroom have a wheelchair accessible toilet.

Washrooms are equipped with grab bars, Life Call, change tables,
Braille signs for elevators and washrooms

Pet Relief Areas

YKF has two pet relief area

Directly outside of domestic arrivals building
Once you clear Security screening by the repack tables

All areas offer pet waste dispensers and garbage cans.

Screening checkpoint

The Canadian Air Transport Security Authority (CATSA) is a Crown corporation responsible for securing specific elements of the air transportation system – from passenger and baggage screening to screening airport workers. CATSA recognizes that travel can be challenging for passengers with special needs. For general information about planning your trip and what to do at the screening checkpoint, please click here.

During security screening, advise the agent if you wish to have privacy. Designated rooms are available for private screening.

Accessible Seating

There is accessible seating available for travellers and visitors throughout the terminal building. Seating is identified by the international Symbol of Access.

TTY

To make a TTY call please visit the information booth in the main terminal or call 519 575-4608

Baggage Pick-up

An audible alarm and a flashing light will signal when the baggage belt starts to move and checked luggage will be delivered to the baggage claim area shortly.

Assistance can be requested by asking the airline representative near the baggage carousel or by calling 519-575-4781.

Accessibility Complaint Resolution Process

Any person who would like to provide us with feedback so that we can continually work on bettering the airport experience by preventing and removing barriers can submit their comments by:

Phone: 519-575-4781 (the call will be transcribed by an employee)
Email us here.
Accessibility Feedback form

Accessibility Complaint Resolution Process

If the complaint is received by email, an acknowledgement receipt is sent within three business days by the Supervisor of Terminal Operations and Customer Experience. At that time, more information may be requested.
Depending on the circumstances:

If the complaint is related to Region of waterloo International Airport (the Airport) service and can be easily resolved, the Supervisor of Terminal Operations and Customer Experience will endeavor to rectify the situation and inform the complainant as to what action(s) resulted from the complaint.

If the complaint is related to an Airport service or airport facility and cannot be easily resolved, the issue will be further explored by the Airport, and measures will be taken to find a solution. Once implemented, the Supervisor of Terminal Operations and Customer will inform the complainant as to what actions resulted from the complaint.

If a complaint pertains to a service provider on airport grounds that does not have a formal complaint response/resolution process through its website, the email will be escalated to the implicated airport partner’s team lead at the Airport. Then:
- the service provider will respond directly to the complainant and copy the Airport; or
- the service provider will respond to the Airport, who in turn will inform the complainant.

If a complaint pertains to a service on airport grounds that has a formal complaint response/resolution process through its website, the Airport will refer the complainant to that resource. The Airport will also inform the implicated airport partner’s team lead at the Airport of the complaint.

Contact(s)