Accessibility

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 and Feedback Process here.

If you have any feedback regarding the Airport Accessibility Plan and Feedback Process 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.

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. 

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.

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. 

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.

Many of the taxi operators offer accessible vehicles.

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. 

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. 

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.

All washroom have a wheelchair accessible toilet. 

  • Washrooms are equipped with grab bars, Life Call, change tables,  

  • Braille signs for elevators and washrooms 

YKF has two pet relief area 

All areas offer pet waste dispensers and garbage cans. 

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. 

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

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

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.  

  1. 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. 

  2. 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.