Accessible and Inclusive Experience at YVR: Programs and Initiatives for Travellers with Disabilities
Travel offers a gateway to new horizons, yet for people with disabilities, the path is often strewn with barriers others may never encounter. Airports, as the starting point of many adventures, have the power to shape those experiences, making them more seamless for people of all abilities through thoughtful accessibility considerations.
The Vancouver International Airport (YVR) is dedicated to making travel welcoming and inclusive for everyone. With a range of innovative programs and services, YVR ensures travellers with disabilities can navigate the hub with ease, dignity, and confidence.
Here's an in-depth look at the airport’s efforts to support travellers of all abilities.
Curbside Assistance: Seamless Support from Curb to Check-in
Launched in December 2023, the first thing travellers see at YVR’s terminals are teams providing curbside greeting and assistance. Members of YVR’s Guest Experience team are available outside along the curb and on the Canada Line SkyTrain station to greet travellers and assist with baggage carts, directions, and accessibility requests.
Pre-Booked Curbside Assistance: Travellers can arrange support in advance by contacting YVR’s 24/7 Customer Call Centre by phone, TTY, or email.
Curbside Greeting: For those who do not pre-book, YVR staff is always ready to provide on-the-spot assistance. Since the program launch, on average, YVR provides 50 assists daily.
Additional support includes wheelchair or mobility assistance, sighted-guidance, navigation support, and baggage assistance. YVR’s Guest Experience members will assist travellers to their check-in counter or designated area, ensuring a smooth transition.
Travel Rehearsal Program
YVR’s Travel Rehearsal Program allows travellers with disabilities or diverse needs to visit the airport in advance of their trip to practice and familiarize themselves with the airport experience. This initiative helps reduce barriers to air travel by providing a step-by-step preview of the journey, including check-in, security screening, and boarding. The program empowers individuals by building confidence and making the airport environment less intimidating.
Sunflower Program
The Sunflower Program helps airport staff identify and assist individuals with hidden disabilities, such as anxiety disorders, hearing loss, or chronic pain. Travellers can voluntarily wear a sunflower lanyard, available at YVR’s Customer Care counters, as a discreet signal that they may require additional assistance or understanding. This initiative fosters a more supportive travel environment for those with invisible disabilities.
Visual interpretation
In partnership with Aira, YVR offers real-time visual interpretation for travellers who are blind or partially sighted. By using their smartphone camera, travellers can connect with trained agents who provide navigation support, describe surroundings, and assist with tasks like finding the correct check-in counter.
On-Demand Translation Services
YVR also provides translation services, including American Sign Language (ASL), through video remote interpreting.
Accessibility Travel Resources
YVR has developed a range of travel resources in collaboration with various organizations to support travellers with disabilities. These resources include:
- I CAN Fly Resource Kit and Video Series: Designed for autistic individuals and their families, this kit prepares travellers for their journey, covering processes like check-in, security screening, and boarding. These resources are available at Customer Care counters or online.
- Interactive Travel Training Series: This three-part video series, made in partnership with Pacific Autism Family Network and AIDE Canada empowers travellers who are neurodivergent to familiarize themselves with a wide range of airport processes. These interactive tools provide a valuable resource to help boost confidence and support informed travel. To learn more and prepare for your travel experience, visit AIDE Canada's Resource Library.
Training and Awareness: Building a Culture of Accessibility and inclusion
YVR places a strong emphasis on training its staff to provide excellent service to travellers with disabilities.
Disability Awareness Training: Developed in partnership with the Canadian Airports Council Accessibility Working Group, this interactive program covers key principles such as proper language, communication techniques, and community-informed customer service to make a meaningful impact on the lives of people with disabilities.
Comprehensive Accessibility Training: Beyond basic accessibility training, YVR offers an enhanced arrivals training program that includes presentations, tours, and interactive activities involving team members from across the organization. This program introduces accessibility and inclusion principles and features direct involvement from various community partners, providing a holistic and hands-on approach to learning
YVR continuously evolves its accessibility programs to meet growing demand and ensure every traveller feels supported. By investing in staff training, fostering partnerships, inviting community input and promoting program awareness, YVR is setting a benchmark for accessibility and inclusion in the travel industry.
To learn more about these programs or request assistance, visit YVR’s Accessibility Services page.
