Special Assistance

• Newborn babies 7 days old and under are not accepted for travel due to their sensitivity with cabin pressure and other safety reasons
• An infant is considered a child who is older than 8 days and under 2 years old
• Canadian Aviation Regulations stipulate:
  
  • Only one infant is permitted per bank of seats
  • Only one infant is permitted to travel with each guardian
  • A guardian is considered someone who is over the age of 16 years (excluding the parents)
• If you're travelling with an infant on your lap or in your row, please note that you are not permitted to sit in emergency exit seating
• Sunwing offers onboard bottle warming and baby food warming facilities (only un-opened food in a sealed jar). Sunwing does not carry infant meals or baby milk onboard. We recommend that passengers travelling with a baby carry their own baby food and equipment (liquids and sufficient supplies of sterilized bottles and teats) in their carry-on baggage. The airline is not able to sterilize bottles and teats or provide sterilized water. Learn more about regulations on travelling with liquids, lotions and aerosols.
• Sunwing Airlines does not have bassinets on board our planes
• Passengers travelling with an infant are permitted to bring on board a diaper bag as a complimentary item, provided the bag contains items for the care of an infant, weighs less than 5 kilograms with maximum dimensions of 23 cm x 40 cm x 51 cm

• If you have purchased a seat for your infant, you may bring a car seat onboard as a complimentary carry-on item
• You may check in one additional piece of baby equipment such as a car seat, stroller or playpen free of charge
• When the seat belt sign is illuminated, your infant must remain in the car seat
• The car seat must be approved by the Canadian Motor Vehicle Safety Standards (CMVSS)
  
  • The sticker CMVSS 213 or 213.1 must appear on the car seat
  • The car seat must have been manufactured after 1981
• Restraint systems manufactured to United States motor vehicle standards must bear two labels. Typically, the text for these two required labels is merged onto a single label. The labelling must include the following text in red lettering: "This child restraint system conforms to all applicable Federal Motor Vehicle Safety Standards" and "This Restraint is Certified for Use in Motor Vehicles and Aircraft"
• The AmSafe CARES device is a new child restraint device designed for use on board aircraft. It is specifically designed for children ages 1 to 4 weighing between 10-20 kg (22-44 pounds) and 100 cm (40 inches) or less in height. It uses the existing aircraft passenger safety belt and holds the upper torso of the child against the back of the seat and is accepted on board at no charge
• The aircraft does not have car seats or CARE devices onboard; passengers must supply their own if required

If your child will be travelling alone on one of our flights, we are pleased to offer our "Unaccompanied Minor" program to make this experience relaxing and enjoyable for the child and stress-free for you. An 'Unaccompanied Minor' is a child travelling by themselves on a domestic or international flight who is between the ages of 5 and 11 years.

If your child is 5-11 years of age, they are permitted to travel accompanied by a companion aged 16 years or older and the Unaccompanied Minor program is not required. Youth ages 12-15 are not permitted to escort children 11 years of age and under.

Please familiarize yourself with the details below

Mandatory Advance Registration:

• To register an Unaccompanied Minor please contact the Sales Centre at 1-877-SUNWING (786-9464) - This service cannot be booked online or at the check-in counter
• The child must be registered in advance for travel as an 'Unaccompanied Minor' at least 12 hours prior to the departure date
• A fee of $50 for each segment of the journey must be paid at the time of registration
• Let the sales agent know if the child is travelling one way only
• Unaccompanied minors cannot be travelling on a flight that involves a connection or a change in aircraft
• Unaccompanied minors must be considered 'self-reliant' by the airline*

UNDER 5 YEARS OF AGE	5 - 11 YEARS	12 - 17 YEARS
Children must be accompanied by another travel companion who is 16 years of age or older.	Children may travel alone if registered under our Unaccompanied Minor Program Children who are 5-11 years of age and travelling with a companion who is less than 16 years of age will have to register as an Unaccompanied Minor.	The Unaccompanied Minor program is not available for youth aged 12-17. Meet and Assist Services can be requested at the time of reservation.

Procedures at the Airport:

• For travel within Canada, your child must present a birth certificate, health card, passport or other government-issued identification
• For flights outside of Canada, your child must bring a current passport
• Please consult Transport Canada’s website regarding children travelling alone and access Transport Canada’s consent letter template.
• You (the parent or guardian) must arrive with the child 3 hours prior to the departure time for International and U.S. flights (2 hours for Domestic flights) and remain in the airport until 1/2 hour after the flight departs
• The check-in agent will complete an Unaccompanied Minor form and will need the following information:
  
  • Your full name, address, postal code, and phone number where you can be reached at any time
  • The full name, address and mobile phone number of the person who will be meeting the child at the destination airport - please note if you're not sure who will be picking up your child you may want to supply two names and their contact info. The airline representative will only release the child to the person listed on the form
  • If your child has any medical condition such as a food allergy, or is required to take medication at some point during the trip, please advise the check-in agent
  • This information will be noted on the form to alert the cabin crew and others who will be assisting your child. We strongly recommend you provide your child with food for consumption on the plane if they have a food allergy. If your child is taking medication, please make sure the child has this medication with them, along with a letter from the doctor authorizing the medication
  • Do not hesitate to let the check-in agent know if there are any other special instructions regarding your child, such as languages spoken etc.
  • You will be asked to sign this form indicating your approval that your child will be travelling alone as an Unaccompanied Minor
  • Please advise the person who will be meeting your child at the destination airport that they will be required by the Sunwing Airlines representative to show identification before your child is released
  • The Airlines representative will record this person's identification information on a report and ask them to sign it prior to releasing your child
• You must remain with your child throughout the check-in process until no later than one hour prior to departure, at which time a Sunwing Airlines representative will meet you at the check-in counter. They will take your child through security to the plane where they will be assisted onboard by a member of the cabin crew.
• As mentioned above, you must remain in the airport until 1/2 hour after the flight actually departs
• Please contact Special Services if you have any further questions/concerns

*Self-reliant is defined by the airline as "a passenger who is completely independent, self-sufficient, and can take care of his or her personal physical needs in-flight; does not require any special attention other than that granted to the general public".

The dog must be certified as a service animal by a licensed professional service animal institution. Upon completion of your booking, please fill out Special service form located on Sunwing.ca – My booking portal. You will also require having the dogs training certification, updated vaccination records and a license.

Please send us all documentation at least 48 hours prior to your departure flight for approval. In the event an advance notice is not provided, we will make all reasonable efforts to accommodate your request.

You must travel with two copies of each of these documents to give to the check -in agent and to show to the destination authorities when you arrive. Please ensure you are familiar with what your destinations regulations may require.

It is important to note that your dog must always remain harnessed. Travelling with your dog does not affect your carry-on baggage allowance of 5kg.

Upon approval of your service dog, a Special Services agent with assist with selecting the most appropriate place onboard to that your canine has enough floor space to lie down and travel comfortably.

Upon completion of your booking, please fill out Special service form located on Sunwing.ca – My booking portal. You will also require supporting documentation in the form of an original letterhead of a licensed mental health professional (e.g. a psychologist, a psychiatrist, the general practitioner who is treating the passengers mental or emotional disability, or a licensed clinical social worker), dated within one year of your departure date.

This letter must confirm that;

• You have a mental or emotional disability recognized by the DSM-IV (Diagnostic and Statistical Manual of Mental Disorders)
• You need your dog for emotional or psychiatric support during travel and/or at destination
• The person who prepared the document is a licensed mental health professional
• You are currently under the case of the licensed health professional who prepared the document
• The letter must also provide information on the mental health professionals license (i.e. type of license, date issued, and issuing authority)

Please send us a copy of the letter as requested above and the up-to-date vaccination certificate at least 48 hours prior to your departure flight for approval. In the event an advance notice is not provided, we will make all reasonable efforts to accommodate your request.

You must travel with two copies of each of these documents to give to the check -in agent and to show to the destination authorities when you arrive. Please ensure you are familiar with what your destinations regulations may require.

Travelling with your emotional support dog does not affect your carry on baggage allowance of 5kg.

Upon approval of your emotional support dog, a Special Services agent will assist with selecting the most appropriate place onboard so that your canine has enough floor space to lie down and travel comfortably.

At Sunwing, we work hard to accommodate the different special needs of our passengers. We will do our best in all instances to try and accommodate passengers with allergies. However, we are unable to guarantee an environment that is free of airborne allergens within the airports or onboard our flights. We do our utmost to care for our passengers and do not supply peanut products onboard. While we advise the catering companies to avoid such products, they are unable to guarantee there won't be traces of these products from their suppliers.

To help avoid the risk of exposure, upon request, Sunwing will grant priority boarding to a person with an allergy or their travel companions in order to allow them time to clean the seat to remove any potential allergens. In addition, we will establish an allergy buffer zone around the passenger’s seat by notifying the passengers who are sitting in the same bank of seats (in the same row / immediately). If a buffer zone cannot be established around the passengers’ original seat, we will do our best to reseat the passenger with the allergy to establish an allergy buffer zone. Should you wish to have a courtesy announcement made once onboard the flight, please advise our cabin crew and they will be happy to assist.

It is the passenger’s responsibility to bring their own allergy medications, including their own EpiPen (epinephrine auto-injectors), in their carry-on baggage and ensure they can quickly access them. Any passengers with food allergies are highly recommended to bring their own food for personal consumption.

Sunwing Airlines will accept for travel persons who are considered 'self-reliant'. The airline defines 'self-reliant' as "a passenger who is completely independent, self-sufficient, and can take care of their own personal needs in-flight; such as eating, using the lavatory or taking medication

If you are 'non self-reliant' - "dependent on the care of another person to attend to your personal or physical needs", you will require a support person or attendant while travelling. The support person/attendant must be physically able and will be responsible to attend to your personal and special needs. The support person/attendant will be assigned a seat adjacent to your seat.

At the time of booking with your sales or group sales agent or with Special Services at specialservices@sunwing.ca or by calling 1877-877-1755 Ex 8091, advise the agent of the type of the assistance you require. An advance notice of 48 hours is required in order to ensure that your request is accommodated*.

Medical documentation may be required for special seating arrangements. Sunwing will make every effort to accommodate a person with disability when special seating is requested at least 48hours prior to departure.

*Sunwing Airlines adheres to the regulations and protocol set by Transport Canada and the Canadian Transportation Agency.

Travel within Canada

An additional seat will be provided free of charge (taxes and airport fees must still be collected) on flights within Canada to accommodate:

• An approved support person who is travelling with a person with a disability
• A passenger with a disability, a disabling medical condition or a disabling obesity who requires an additional seat
• Learn more (PDF) about Sunwing’s policy on travelling with an Attendant within Canada.

Travel to/from USA

• Sunwing does not provide a discount on the fare for an attendant on flight to/from the US

International Travel

• Sunwing does not provide a discount on the fare for an attendant on an International flight

At Sunwing Airlines, your safety and comfort are our top priority. If you are a person who is unable to sit in the aircraft seat without raising the arm rest, or if you require the use of an additional seat belt, we would like to hear from you at the time of booking.

Please ensure you contact our Sales Centre or Group Sales agent at the time of booking, as they will assist you to ensure arrangements are made in advance in order to avoid any disappointment or problems at the check-in counter. If an extra seat is required, a Sales Agent will advise you of the additional fees associated with the extra seat for your roundtrip flight (Please see details below)

If an extra seat cannot be confirmed and purchased for the return flight, regretfully, your booking will be denied.

Seat belt measurements on Sunwing Airlines - Seat belt (maximum length): 106 cm/42"

Seat belt extension on Sunwing Airlines - Only one seat belt extension permitted per passenger. Only Sunwing Airlines provided extensions are permitted.

Seat belt extension (maximum length): 63 cm/25" - Combined seat belt and seat belt extension (maximum length): 170 cm/67"

Seating measurements on Sunwing Airlines*
Seat width: 43 cm/17" (all seats have the same width) Seat pitch: Sunwing Airlines offers a 74 cm/29" seat pitch with the option to upgrade to Elite Plus at 89 cm/35" in seats 3D, 3E, 3F, 4D, 4E, 4F, 5D, 5E and 5F and Exit Row seats available at 99 cm/39" in rows 15 & 16.

Sunwing Airlines will accept able-bodied persons including children 12 years of age and older, for seating in the emergency exit rows, provided they have sufficient mobility, strength and dexterity to reach, operate and exit through the emergency exit.

Please be aware that seats in row 14, 15 and 32 do not recline.

If you require a seat belt extension or additional seat and would like to upgrade your seats, you are not permitted to sit in emergency exit rows 15 and 16 as the extensions present a tripping hazard. Our bulkhead seats in 1ABC and 2DEF have fixed armrests and may be uncomfortable for passengers who require a seatbelt extension.

Travel within Canada

An additional seat will be provided free of charge (taxes and airport fees must still be collected) on flights within Canada to accommodate:

• A passenger with a disability, a disabling medical condition or a disabling obesity who requires an additional seat
• Please note that proof of medical documents such as letter or disability form prepared and signed by a person's physician or other medical professional to support a request for additional adjacent seating will be required at time of request

Travel to/from USA

• Sunwing does not provide a discount on the fare of an additional seat on any flights to/from the US

International Travel

• Sunwing does not provide a discount on the fare of an additional seat on any International flights

The safety and comfort of our passengers is our top priority. In order to ensure that our passengers have a seamless travel experience, please contact Special Services at specialservices@sunwing.ca or by calling 1877-877-1755 Ex 8091 (Monday – Friday 9:00- 6:00pm Eastern time), 1 800 855-0511 (Voice to TTY) OR 711 (TTY to Voice), advise the agent of the type of the assistance you require.

Relay Services

• Contact 1 800 855-0511 (Voice to TTY) OR 711 (TTY to Voice) for an operator service that allows people who are deaf, hard–of–hearing, speech-disabled, or deaf-blind to place calls to standard telephone users via a keyboard or assistive device. Can be used to communicate with Sunwing.

General tips for TTY users:

1. When calling a Sunwing Agent directly, be sure to give the operator extension and the name of the person you are trying to reach. This way, the call will progress much more quickly.
2. If you type the wrong word or message, either backspace or type XXX after the mistake.
3. When you finish your turn, remember to type GA to signal the other person to respond.
4. You can leave messages on answering machines or voicemail systems with the Bell Relay service. When you do so, you could mention that you have called using the relay service, and leave the Relay service 1 800 number with your area code and phone number.
5. Dial 1 800 855-1155 to place collect, Calling Card and person-to-person calls, or for calls billed to a third number. These calls are subject to regular operator-handling charges and are not eligible for TTY-user discounts.

Common TTY Abbreviations:

1. ANS - answer
2. CA - communication assistant (relay operator)
3. CC - close-captioned
4. GA - go ahead
5. GA OR SK - go ahead if you have more to say but I'm finished
6. GA TO SK - go ahead to stop keying or goodbye
7. HCO -Hearing Carry Over (relay service)
8. HD - hold
9. HOH or HH - hard of hearing
10. INFO - information
11. IP RELAY - Internet Protocol Relay service
12. KIT - keep in touch
13. OC - open captioned
14. OPR - operator
15. SK - stop keying (end of call)
16. SKSK - hanging up
17. TERP - interpreter
18. VCO - Voice Carry Over (relay service)
19. VRS - Video Relay service
20. XXX - mistake

Sunwing is committed to make every possible effort to accommodate the needs of our passengers with visual and hearing disabilities. Upon request, our staff members will be happy to assist you at the airport with departure and arrival formalities. Our Cabin Crew Members will provide you with an individualized safety brief. Please note that Braille and Large Print Safety Cards are available on request. In addition, upon request, our crew will assist you to get familiar with the layout of the aircraft, describe the food offered onboard, assist with opening packages and escort you to reach the lavatory. Please refer to the list of “Services Provided on Request” for more details of the services offered upon request.

Please inform our staff members of your needs at the time of booking, check in and onboard the aircraft, we will do our best to accommodate your needs*.

An advance notice of 48 hours is required in order to ensure that your request is accommodated*.

If you have mobility restrictions that may impede you boarding a standard transfer vehicle, we strongly recommend you make arrangements for a separate transfer through Special Services at specialservices@sunwing.ca or by calling (416) 957 4011 x8091 during regular business hours. The standard transfer vehicle provided in your package will likely not be able to accommodate the size of your mobility aid. You may be required to purchase a separate transfer in order to ensure a seamless transportation experience. The cost of the transfer will depend on the distance of the transfer to your destination.

Should you require assistance from your wheelchair to the transfer vehicle, you must travel with a companion or attendant who is capable of providing this service as the drivers of the local transfer companies are not professionally trained to do this.

If you are travelling with a plaster cast it is required that you have a 'fit to fly' declaration issued from the treating physician with you at all times.

Always pack medication in your carry-on. In the unlikely event your checked-in bag is delayed, you will want access to your prescription drugs and it may be challenging to have prescriptions filled in your destination. You may want to put small quantities of over-the-counter meds (pain relievers, allergy meds etc.) in your carry-on in case you need access to them while in transit.

Canadian Air Transport Security Authority (CATSA) considers some items non-medicinal essentials and therefore the 100 ml limit for carry-on does not apply. Learn moreabout the CATSA's regulations and restrictions.

If you're travelling with someone who has medication for allergies - puffers, epi-pens, etc, keep those items handy in your carry-on. If anyone in your travel party has a medical alert bracelet, this would be a good time for them to wear it.

If travelling with medication, please be advised of the following:

• Medication should never be packed in checked baggage, always place in your carry-on
• You should bring a physician's letter indicating the type of medication or a copy of the prescription as the airport authorities may request this
• Unfortunately, we do not have the facilities onboard to refrigerate medication. You can bring a small soft-sided cooler that must not exceed 5 kilograms in weight and 23 cm x 40 cm x 51 cm (9" x 16" x 20") in place of a carry-on item. Passengers are permitted to use up to 2.5 kg of dry ice on board to pack perishables provided this has been pre-approved in writing by the airline at least 72 hours in advance. Please contact Special Services to obtain approval
• Syringes or needles for personal medical use are allowed onboard provided the needle guard is intact, and must be accompanied by the prescription medication with a printed label identifying the medication name and the issuing medical office or pharmacy
• We recommend that when travelling with medical use syringes or needles that passengers bring their own sharps disposal container
• Medicine must be for personal use only
• Medical Marijuana can be carried on domestic flights within Canada only. Medical documentation must be presented and Police may be called to verify documentation. Medical Marijuana is NOT permitted on international flights

Sunwing will accept pregnant women for travel on any Sunwing flight if the pregnancy is uncomplicated with no previous history of premature labour. The passenger may travel up to and including 36 weeks. The travel must be completed by the end of 36 weeks. If you are confirmed to travel on another air carrier please contact that air carrier directly for full information/restrictions. Please note that if you are booked on a Travel Services (TVS) flight your travel must be completed by the end of 34 weeks.

If you have any questions or concerns regarding travelling with medical equipment, please contact the Special Services department at specialservices@sunwing.ca or call (416) 957 4011 x8091 during regular business hours and a representative will be happy to help you. Medical equipment carried must be for personal use only.

Please note that your medical equipment must be equipped with an independent power source (i.e., battery-powered) should you wish to use it during your flight. Sunwing Airlines regrets we are unable to provide you with power from any source onboard.

Please note:

• Onboard oxygen supply is only available for unpremeditated and emergency use as deemed by the pilot
• Oxygen supply for infants & children is not available for purchase
• Supplemental oxygen is not available from Sunwing in destination - please contact your supplier for assistance

If you do not have an approved Portable Oxygen Concentrator (POC) of your own you may purchase supplemental oxygen from Sunwing in advance of travel by having your attending physician complete a Therapeutic Oxygen Request form. Please make sure to download the Therapeutic Oxygen Request Form and send the completed form to our Special Services department at specialservices@sunwing.ca or by fax to (416) 798-8550 at the time of booking and at least one week in advance of travel.

The fee for supplemental oxygen is $150 including taxes for each segment of the journey ($300 round trip). Flights overseas require double this amount of oxygen and therefore the price is $300 one-way. This price includes a nasal cannula. If you require a Trache or facial mask, please bring your own with a plug type fitting.

Payment must be made at the time of the request and prior to travel.

It is critical that you advise the Sales Centre/Group Sales or Special Services at the time of booking that you will be bringing a POC as well as the model of the POC. If you've booked through a Travel Agent, please contact our Special Services department so the airline is aware of your intent to bring a POC on board.

You can reach Special Services during regular business hours at (416) 957 4011 #8091 or via email at specialservices@sunwing.ca

If you do not need to use your POC while on board the aircraft, it can be considered as complimentary carry-on baggage provided:

• It is empty and free of pressure
• The unit is no larger than 23 cm x 41 cm x 51 cm (9" x 16" x 20")
• The batteries are removed and packaged so that the terminals do not come in contact with each other or any metal objects

Requirements to bring a Portable Oxygen Concentrator (POC) on board:

• The POC must be in good condition; free of damage, free of signs of excess wear or abuse, free of oil, grease or other petroleum products
• The POC may only be used in battery mode
• You are fully responsible for the POC and batteries and must carry enough battery power for 1.5 times the total travel time, per personal oxygen requirements. The Sunwing Special Services department will assist with battery calculation once medical approval for travel has been confirmed, and will consider time in airports before and after your flight, time in the air and unexpected delays
• Extra batteries must be individually packed so that terminals do not come into contact with each other or with metal objects
• Batteries are only accepted in carry-on baggage
• When not in use the POC must be stored under the seat or in the overhead bin
• When the POC is in use you must be seated and in a window seat only and not in an exit row or bulkhead seat
• If you require continual use of the POC during the flight, you may attend the lavatory provided the "Fasten Seat Belt" sign is not illuminated
• When using a POC you must take precautions to ensure other passengers' ability to exit their seat and move about the cabin are not impeded by the equipment
• You obtain a Physician's Signed Statement: must be faxed to (416) 798-8550 or scanned and emailed to the Special Services department at specialservices@sunwing.ca at least one week prior to departure. The original must be shown to the airport representative at the check-in counter. Access the Physician’s Statement form (PDF)
  
  • Physician's Statements may be on letterhead from Sunwing, the physician's letterhead or the oxygen supplier's letterhead
  • The Physician's Statement issue date must be less than one year prior to the flight departure date
• The following twelve brands/models of Portable Oxygen Concentrators have been authorized for use on board Sunwing aircraft. The POC must have a label affixed stating that it is approved for use onboard:
  
  • AirSep FreeStyle
  • AirSep FreeStyle 5
  • AirSep Focus
  • AirSep LifeStyle
  • Delphi RS-00400 (EVO Central Air)
  • DeVilbiss Healthcare iGo
  • Inogen One
  • Inogen One G2
  • Inogen One G3
  • Inova Labs LifeChoice
  • Inova Labs LifeChoice Activox
  • International Biophysics LifeChoice
  • Invacare Solo2
  • Invacare XPO2
  • Oxlife LLC Independence
  • Oxus RS-00400
  • Precision Medical EasyPulse
  • Respironics EverGo
  • Respironics Simply Go
  • SeQual Eclipse (all generations)
  • SeQual SAROS
  • Oxywell (model 4000)
  • SeQual eQuinox (Caire)24. VBox Trooper