YVR Customer Care at the Airport
YVR has accessible features so our passengers can have a smooth trip. For more information, contact YVR Customer Care by phone at 604.207.7077, TTY/(TDD) 604.207.7070, by email at [email protected] , or on Twitter @yvrairport.
Customer Care and Information
Our 24-hour Customer Care staff and Green Coat volunteers are here to help. You can find representatives, wearing distinctive blue or green jackets, at our Customer Care counters and volunteer stations. Our 24-hour Customer Care is also available by telephone, email and Twitter.
Moving Through the Terminal
Passengers wanting assistance to and from the boarding gate, as well as with boarding or deplaning an aircraft, are encouraged to advise their airline when making travel arrangements — at least 48 hours prior to travel. A complete list of airlines serving YVR is available on our website. Upon arrival, speak with your airline representative for assistance. Additionally, YVR Customer Care counters offer short-term use of self-push wheelchairs in the public areas of the airport.
In addition to booking assistance directly with the airline, in certain circumstances some Domestic airlines may issue a gate pass to a non-passenger to escort the traveller who needs assistance through pre-board screening and to their departure gate. This policy may vary for each Domestic airline and we encourage passengers to contact their airline at least 48 hours prior to travel for more detailed information. Please note: if a gate pass is authorized, the individual escorting will be required to present a valid government photo I.D. and will also be subjected to passenger pre-board screening.
Aira is a service that connects individuals who are blind or partially sighted to trained agents who, through an app on a smartphone or video-equipped smart glasses, video conference in to help the user navigate their environment.
Vancouver Airport Authority is proud to partner with Aira to provide users free access to this application while they are on airport property. This will enhance the customer experience by offering Aira users greater independence and personalized assistance as they navigate through the terminal and enjoy the amenities at YVR.
Aira is intended to complement assistance services that are currently available at YVR. Aira does not replace mobility assistance services provided by airlines, and customers seeking assistance should continue to pre-book through their airlines at least 48 hours in advance of travel. Additionally, Green Coat volunteers and Customer Service ambassadors are located throughout the terminal to provide customer assistance, and our Customer Call Centre is open 24/7 by phone (604-207-7077) or email at [email protected].
Signing up for Aira is easy.
Start the process on the Aira website here: Download the App, or you can download the Aira App directly on your mobile phone from Google Play or the Apple App Store. After downloading the app, you can register as a user with your phone and email address, and you will be asked to agree to Aira’s Terms of Service. Aira will then send you a four-digit code to verify your mobile number. Upon verification you are ready to connect with an Aira agent!
For additional information, user support and answers to any questions, please contact Aira directly on their website or through their toll-free line at 1-800-835-1934.
Aira is a third-party application and use will be governed by its own terms and conditions and privacy policies.
Washrooms at YVR are accessible to customers using wheeled mobility devices and include consideration for people with vision or hearing impairments. Washroom features include screen walls in place of doors (except private, single stall washrooms), automated faucet, soap, and paper towel dispensers, accessible toilets in both the main pubic washrooms and private, single stall washrooms, universally accessible sinks, an emergency call button adjacent to all accessible toilets and baby-change facilities. Adult dimension change tables are also available before security in the USA Departures area and after security in Domestic, International and USA Departures.
Animal Relief Area
Customers travelling with dogs will find a dog relief area outside International Arrivals at the entrance to Chester Johnson Park. Certified service dogs and guide dogs are welcome throughout YVR's terminal facilities. YVR has also just recently opened a full-service pet relief area in the U.S. Departures Terminal, post-security near gate 76 and 77.
Accessible public telephones, including TTY (TDD)-equipped units, are located in each bank of public telephones at YVR around the terminal. To locate a public or courtesy phone, please ask a Customer Care representative or Green Coat volunteer for help.
Audio and visual paging services are available at YVR. To request a page, please visit any Customer Care counter, or call 604.207.7077; TTY / (TDD) 604.207.7070. Visual paging monitors are located at our Customer Care counters.
YVR's Porter service is a user-pay system to help customers with their luggage, anywhere from curb to carousel and back.
- Phone: 604.207.7077, TTY/(TDD) 604.207.7070
- Email at [email protected]
- Twitter @yvrairport