Accessible Customer Service

wheelchair man

All customers of Airways Transit receive the same high quality of service from start to finish. This includes the ability to make reservations directly on our web site ( or by phone with one of our professional reservation agents. Passengers arriving at Pearson International Airport in Toronto are greeted and checked at our staffed booths in each terminal. For Hamilton International and Waterloo Regional Airports, the driver will be waiting for the passengers in the terminal upon arrival.

  1. Where applicable, special accommodations include:

    Trained dogs for visually or hearing impaired passengers travel on the vehicle with their passenger at no additional charge.

    If for medical purposes a passenger requires a professional attendant to travel with them, a discounted fare is applied.

    Where a passenger requires the services of a wheel chair accessible vehicle, Airways Transit uses professional third party partners for the actual transportation segment to and from the airport. At all times, the passenger is an Airways Transit customer and receives all the services that we offer. The passenger pays the regular Airways Transit fare for the transfer. The third party partners are professionally trained specialists with experience in handling and transporting wheel chair passengers in accessible designed vehicles. 

    2. Airways Transit Service Limited is committed to providing accessible, quality services. Communications in alternate formats can be made available upon request within a reasonable time period in a mutually agreed upon format. Please request, complete and submit the form by email:; by phone: 1-800-691-3045 or by mail: 99A Northland Road, Waterloo ON N2V 1Y8

     3. Accessibility Plan: Action 1 – Establish Accessibility Working Group (2023); Action 2 – Offer and provide information in an accessible format on request (2023); Action 3 – Staff Awareness and Training (2022); Action 4 – Monitor Progress (2024)