Accessibility Services

Victoria Airport Authority Accessibility Plan 2024 to 2027

For us, accessibility and inclusion are about making our airport Better for Everybody.

Our Accessibility Plan is a roadmap to creating and maintaining impactful accessibility for every passenger and employee and has been prepared in accordance with the Accessible Canada Act, its Principles and Regulations, and the Canada Transportation Act (CTA).

This Accessibility Plan outlines the steps we will take to identify, prevent and remove barriers over the next three years and explores short- and long-term commitments to ensure steady progress is always in pursuit.  Progress reports will be provided every year for the next three years to keep you up to date on our journey.

This Accessibility Plan addresses the airport’s policies, programs, practices, and services related to identifying and removing barriers and preventing new barriers and focuses on the following seven key areas as follows:

• Built environment
• Transportation
• Information and communication technologies (ICT)
• Communication, other than ICT
• Design and delivery of programs and services
• Employment
• Procurement of goods, services, and facilities

Alternate Format Request

Upon request using our Contact Options below, we can provide you with an accessible alternate format (e.g., print, large print, Braille, audio format, or an electronic format that is compatible with adaptive technology) of the following documents:

• this Accessibility Plan, and or
• our Feedback Process.

Feedback Process

Use our Contact Options below, if you wish to provide us with feedback about any of the following items:

• this Accessibility Plan including how we are implementing it,
• our Feedback Process, or
• any barriers you may have encountered within our airport.

Whether you are a passenger, employee, or someone who wishes to request an alternate accessible format of this Accessibility Plan or has feedback about this Accessibility Plan or any encountered barriers or accessibility experiences at Victoria International Airport (YYJ), connect with us using our website’s online form below, email, phone, mailing address, or social media links (See Contact Options below).

Let us know who you are or remain anonymous. Whatever the choice, we look forward to hearing from you, providing you with an acknowledgment of receipt using the same method you used to reach out to us (unless sent anonymously without any way of contacting you back), and getting back to you with a prompt response.

Our designated Passenger Experience and Programs Officer will review and keep records of all feedback.

Contact Options

Mailing Address:
Passenger Experience and Programs Officer
Security and Terminal Operations
201-1640 Electra Blvd
Sidney, BC  V8L 5V4

Phone number:
250-953-7500

Email:
Passenger Experience and Programs Officer
Security and Terminal Operations
accessibility@victoriaairport.com

As a transportation service provider, certain employees and contracted service provider at the airport are required to complete accessibility training that is appropriate to supporting their role at the airport. Training is a requirement of the Canadian Transportation Agency and its goal is to prepare staff to assist guests and travellers at the airport.

• View our Schedule 1 Training Program Outline.
• Read the Personnel Training for the Assistance of Persons with Disabilities Regulations.

View our Ground Transportation options.

There are two areas designated Animal Relief Areas located on the landside of the airport.  The first is located just of the entrance doors to Departures Check-in area and the second is located directly across from the air terminal building at Arrivals.  These areas are equipped with waste bags and receptacles.

The Animal Relief Areas are identified on our Air Terminal Building Map.

There is also a designated animal relief washroom located post-security in the lower passenger departures lounge.

Parking lots are located in close proximity to the air terminal building and offer designated accessible parking spaces for people with special needs. These spaces are closest to the terminal building and crosswalks. View our printable Parking Guide – PDF.

Designated curbside areas are available to drop off passengers with reduced mobility.

Air terminal building entrances are equipped with automated sliding doors.

The departures check-in area is equipped with self-service check-in kiosks offering the following features:

• navigational keypad featuring braille labelling and tactile keys that are operable with one hand
• a headphone jack with volume control for audible instructions
• anti-glare touch monitors
• wheelchair accessible height

Lowered check-in ticket counter ledges have been incorporated into the counters for wheelchair accessibility.

If you have a complaint, concern or comment relating to accessibility, please complete our Contact Form. Select Accessibility Complaint & Feedback in the category field.  A member of our team will contact you to follow-up during regular business hours.  We will reply promptly and will always work to enhance our accessibility at the airport.

Victoria Airport Authority’s Curbside Assistance Program supports travellers who require extra assistance to and from their flights.

Curbside assistance is provided by our Passenger Engagement and Safety Officers (PESO) who help persons with disabilities or reduced mobility move through the terminal.

At YYJ, the program is available to departing passengers from the curbside to the airline check-in service counters and for arriving passengers, from the public baggage claim area to the exterior curbside.

PESO’s provide help with baggage and wheelchairs, and guiding assistance for people who are blind or have low vision.  YYJ’s designated curbside assistance drop-off and pick-up area is equipped with accessible seating, signage and an intercom system.  Wheelchairs are available upon request.

The Curbside Assistance Program complies with the Accessible Transportation for Persons with Disabilities Regulations and is available 24/7 through the Airport Services Centre (250-953-7511), by making a reservation or by pressing the intercom button upon arrival at the Curbside Assistance area located at the departures end of the curb-front.

To make a curbside assistance reservation in advance, please click here for a link to our Curbside Assistance Reservation Form.

Please note that if you do require assistance for your entire travel journey, from check-in to boarding the aircraft and from deplaning the aircraft to the baggage claim area,  please ensure you book those services with your airline.

Air Terminal Building Map

If you are accompanying a passenger that requires assistance to the gate, you may be eligible for a gate escort pass. A gate pass allows a person to accompany a passenger through security screening to their gate. Please check with your airline in advance. You will need to present government issued photo identification in advance of receiving the pass and you will be subject to the same security screening requirements as the travellers. The airlines are responsible for administering the program with support of  Victoria Airport Authority.

For assistance getting to and from the gate or getting on or off an aircraft, please contact your airline directly at least 48 hours in advance so that they can have the necessary arrangements in place.

Our lower passenger departure lounge gate areas are equipped with hearing loops. These are designed to wirelessly send sound directly to a person’s hearing aids while eliminating background noise.

Canadian Transportation Agency (CTA)

To learn about the dispute resolution services offered by the CTA or to submit an accessibility complaint, click here.

Take Charge of your Travel – A Guide For Persons With Disabilities

Accessible Transportation for Persons with Disabilities Regulations

Victoria International Airport is proud to offer the globally recognized Hidden Disabilities Sunflower program providing individuals with a non-visible disability a discrete way of signalling to airport staff that they may require additional support or a little more time or patience during their travel experience.

How does the program work?

Invisible disabilities can come in many forms.  They can be physical, mental or neurological and include, but not be limited to autism, ADHD, cognitive disabilities such as learning difficulties, dementia, mental health conditions, speech challenges and auditory and visual conditions.  They can also include respiratory and chronic conditions such as asthma, diabetes, chronic pain and sleep disorders. If you or someone you are travelling with has an invisible disability, you may choose to wear the Sunflower lanyard as a discreet way to indicate to our airport staff that you may need a little more help or time when going through the airport processes. Wearing the Sunflower lanyard is voluntary.

Sunflower Lanyard Pick-Up Locations

You can pick up a free Sunflower lanyard at:

• Customer Service desk in departures check-in
• Information Desk in arrivals
• Victoria Airport Authority Office: 8-4 Monday-Friday

If you require assistance during your flight, the airline will be in the best position to assist you, and you should continue to request special assistance services from your airline.

Please note that this program does not allow for special treatment or expedited security screening but is a reminder to airport staff to show extra compassion, allow time for additional assistance, and let those travelling with non-visible disabilities feel comfortable and confident.

MagnusCards is a smartphone application available for iOS and Android, created by the Canadian company Magnusmode, offering travellers step-by-step visuals, audio, and text how-to’s to make everyday activities more manageable for people of all abilities.

Travellers and their caregivers can the find the free MagnusCards app on the Apple App Store or Google Play.

Printable Victoria International Airport card decks are also available.

An elevator provides access to the second floor Administrative Offices and the third floor Eagles Landing Observation Lounge.

All ATM’s are equipped with tactile markers.

The air terminal building is equipped with baggage belt start-up alarms and flashing lights.

Sensory resource backpack kits contain tactile and sensory items that can provide additional support for autistic and neurodivergent travellers at Victoria International Airport.  
 
Each kit includes various items, such as noise cancelling headphones, activity book, fidget spinners, squeeze toy and a stuffed toy that encourage self-soothing and can help an individual remain calm in a stressful or overstimulating environment.  
 
Travellers can pick up a sensory support kit for free at the Customer Service Desk in the Departures Check-in or at the Information Booth in Arrivals. 
 
Anyone needing accessibility assistance should contact their airline at least 48 hours before their flight. Victoria International Airport’s accessibility services provide additional support for travellers but do not replace air carrier processes for accessibility assistance. 

For families travelling with children, the Canadian Air Transport Security Authority (CATSA) website Families | CATSA | ACSTA (catsa-acsta.gc.ca) has lots of good information about packing and security screening.

A play area is located on the second floor of the passenger departure lounge.

The air terminal building is equipped with large signage with contrasting colours.

Braille signage is located at washroom entrances and in the elevator.

Washrooms are equipped with accessible features such as wheelchair accessible stalls equipped with toilet seat back support, support bars and emergency call button/alarms, automated soap and paper towel dispensers and waste receptacles at appropriate heights for wheelchair accessibility and braille signage.

Washrooms are located in all passenger service areas of the air terminal building.

An accessible washroom located in the lower passenger departure lounge is equipped with a Changing Places adult change table and hoist, toilet with raised pan and back support, accessible sink and grab rails.

Please note: Passengers need to bring their own slings and should consult the weight restrictions of their sling.