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Special Services

NewLeaf Travel is committed to supporting customers who require special assistance due to disabilities or a medical condition.

We can provide wheelchair assistance, allow service pets on board the plane, and certain medical devices on-board including portable oxygen and CPAP machines. For more information about what medical devices are allowed through airports, click here.

Customers are to identify their special requirements while booking their flight. They can do this through booking their ticket on our website and then placing a call to our customer service number at (204) 888-HELP (4357) to identify their special needs. Or, if the customer chooses to do their booking through our call centre booking representatives at (204) 888-BOOK (2665) for an additional nominal charge, the booking representative can also record the customer's special needs. The customer's special needs should be identified to NewLeaf Travel no later than 72 hours before flight time.

Persons requiring assistance should check in at least 2 hours before flight time and notify a NewLeaf Travel representative at the check-in counter of their reservation and requirements.

See below for more details.


Mobility 

Wheelchair Assistance

Customers can reserve a wheelchair at all of our airport locations by contacting our customer service team at (204) 888-HELP (4357). Call at least 72 hours before flight time to make the reservation. Specifically, we can provide the following mobility services:

  • A wheelchair for use throughout the airport and special aisle wheelchairs for transferring customers on-board the aircraft.
  • If curbside assistance is required, please contact a NewLeaf Travel representative once inside the airport terminal.
  • We can provide an escort to the departure gate, but will not be able to have a NewLeaf Travel representative stay with the customer at all times. Once at the departure gate, a NewLeaf Travel representative can check in on the customer periodically.
  • We also offer pre-boarding services for those with disabilities. Customers must be present prior to the beginning of boarding to receive this service. There is no fee for this service.
  • Should the customer require a friend or family member who is not flying to accompany them through security and to the departure gate, NewLeaf Travel (at the sole discretion of our local representative) can issue a special gate pass, dependent on the specific airport security guidelines. Please see us at the NewLeaf Travel check-in counter.


Travelling With Your Own Wheelchair or Mobility Device

Non-Motorized Wheelchairs & Walkers

NewLeaf Travel will provide storage for the customer's wheelchair in checked baggage free of charge. We must be notified at the check-in counter and a baggage tag will be provided. The customer may use the wheelchair for access through the airport and up to the departing gate.

When boarding we will transfer the customer to one of our on-board aisle wheelchairs, if required for transfer to their seat, and the wheelchair will be moved to checked baggage.

Motorized Wheelchairs

NewLeaf Travel will also transport the customer's motorized wheelchair or mobility assistance scooter as checked baggage, free of charge. Due to the size and configuration of batteries on motorized wheelchairs, NewLeaf Travel may not be able to accommodate all devices. The customer should call our customer service representatives at (204) 888-HELP (4357) for more information.

Visual or Hearing Impaired

After booking, the customer is required to call one of our customer service representatives at (204) 888-HELP (4357) to inform us of their condition and any special needs.

Service Animals

Certified, professionally-trained service animals assisting customers with disabilities are carried, free of charge, in the customer cabin at the customer's feet. The animal must be harnessed and certified as having been trained to assist a person with a disability by a professional service animal institution (as required under the Canadian Air Transportation Regulations).

Travelling With Oxygen or Other Medical Devices

Personal Oxygen Concentrators (POC)

Customers may travel with their Personal Oxygen Concentrators (POC) provided they will fit underneath the seat in front of them. The size limitations are 16 cm x 33 cm x 43 cm / (6 in x 13 in x 17 in) and 10 Kg (22 lbs).

Related Batteries

Extra batteries must be placed in carry-on baggage and must be packaged in a manner that protects them from short circuits and physical damage, e.g.: exposed terminals can be taped over, each individual battery can be in a protective container or plastic bag, or batteries can be in their original packaging.

The customer is fully responsible for their personal oxygen concentrators and batteries and must carry enough battery power to significantly exceed their total travel time, per personal oxygen requirements. They should consider the total time requirements including time in airports before and after the flight, time in the air, time between connections, and unexpected delays.

Other Medical Devices

Other medical devices such as dialysis machines, CPAP machines, etc. can be transported provided they can fit into the overhead storage area. The size limitations are 23 cm x 40 cm x 55 cm (9 in x 15.5 in x 21.5 in) and 10 Kg (22 lbs).


Other Special Needs

NewLeaf and our partner serves and offers for sale products containing various ingredients that may be allergens for some customers. It is the customer’s responsibility to always carry the proper medication and other protection. NewLeaf cannot guarantee that food served on board will free from peanuts, peanut by-products or any other food to which a person may be allergic. NewLeaf will not be responsible for customers who may bring peanuts or other products on board, or for any residue that may remain within the aircraft.

For other special needs not listed here, please contact NewLeaf Travel Customer Service at (204) 888-HELP (4357).