Arrival

You've arrived at your destination! It's time to gather your baggage and head towards the exit of the terminal building or, if you are making a connection to continue your journey.

Disembarking

If your journey has ended, upon your request, your carrier is required to help you disembark from the aircraft, train, bus or ferry, retrieve your checked baggage, proceed to the general public area, and proceed to a location where you can receive assistance to get to the curbside zone. If you are continuing your journey, upon your request, your carrier is required to assist you in getting to a location where you can receive help from your connecting carrier.

Retrieving your mobility aid

Your mobility aid should be returned to you at your destination in the same condition as when you checked it in, however, damage can occur. If this is the case, having photos of your mobility aid can help establish that the damage happened while your aid was in the carrier’s possession. It is recommended that you take two sets of photos: the first, just before giving your mobility aid to your carrier for transportation; and the second, of the damage to your mobility aid. The two sets of photos can then be compared, which can show the nature and location of the damage. Before leaving the terminal, be sure to complete a damage claim and provide it to your carrier.

If your mobility aid is damaged, destroyed, lost or not returned to you within the usual time frame after you reach your destination, depending on the circumstances, your carrier must:

• provide you with a temporary replacement aid that meets your needs;
• reimburse you for expenses you incurred as a result;
• arrange for the repair of your mobility or, if this is not possible, provide a suitable replacement or reimburse you for the full replacement cost; or
• if your mobility aid has been destroyed or lost, provide a suitable replacement or reimburse you for the full replacement cost.

A special declaration of interest is important because, without it, carriers' limits of liability for mobility aids carried on international flights are capped at a level far less than the value of most aids. This means that, if a mobility aid is lost, damaged or destroyed and the traveller has not completed a special declaration of interest, they may only be entitled to reimbursement for a portion of the value of the mobility aid.

Airlines that operate international flights are required to publish a notice on their websites about the option of completing a special declaration of interest.

Border clearance

If you are returning to Canada from another country, you must go through the border clearance process.

If you ask, the Canada Border Services Agency (CBSA) will:

• expedite the border clearance process by directing you – and your support person if you are travelling with one – to the front of the line or to a different line designated for expediting the border clearance process;
• assist you with proceeding through the steps of the border clearance process, including by providing verbal or visual cues or additional instructions;
• assist you with completing a declaration card or by collecting a verbal declaration; and
• assist you with the placement of your personal items on a counter for inspection and with their retrieval, if you must undergo more extensive clearance.

Curbside assistance when you are leaving the terminal

When you are ready to leave the terminal, your carrier can help you reach the general public area and, if you want curbside assistance, to a specific place in the general public area where terminal staff can help you to get to the curbside zone. The particular place will depend on the terminal. It could be a service desk, or a place where there is an accessible telephone or buzzer system that you can use to request curbside assistance from the terminal operator.

Ground transportation

You will also have to plan on how you will get from the terminal to your final destination.

Terminal operators that have an arrangement with a company for ground transportation from the terminal – including by taxi, limousine, bus or rental vehicle – must ensure that vehicles can carry mobility aids (or any other assistive devices). The terminal operator must also ensure that there are rental vehicles that are equipped with hand-control systems.