Special Services

Calm Air is pleased to provide customers with curbside to curbside assistance as required. Please contact our Reservation Centre at 1-800-839-2256 for a detailed description of services we provide, or to notify us of any special arrangements required prior to travel. While passengers who require special services are welcome to book with us online, we ask that you please contact us after making your reservation, in order to confirm any special requests you may have. This will ensure we are able to confirm and note any required services for airport and in-flight crew to be able to better assist you, even if the only assistance required is pre-boarding.

Extra Seating Needs

A passenger may request an additional seat either for comfort, or to accommodate a disability. In such case, we ask that you please contact our Reservations team directly, at 1-800-839-2256 to discuss the options available to you and terms of eligibility. Passengers must contact Calm Air Reservations to make arrangements for the extra seat at least 48 hours in advance of travel.

Pregnant Passengers

A woman in any stage of pregnancy is welcome to fly with us. Women past 36 weeks must consult a physician and obtain a written confirmation stating they are able to travel, and to ensure that the seat belt will not cause injury to the unborn child. Travel between 39 – 40 weeks is not permitted.

Passengers with Allergies

Calm Air does allow small, domestic household pets in the aircraft cabin. Although we will do our best to minimize allergens by keeping animals contained throughout the flight, our aircraft is a public space and therefore, we cannot guarantee an allergen-free environment.

Additionally, Calm Air does not serve peanuts onboard, however, we may occasionally serve other snacks that contain nuts as part of their ingredients, and we cannot prevent other passengers from bringing items containing nuts onboard. If you do have a severe allergy that we need to be aware of, please contact our reservations team, and we will do our best to address your needs.

Passengers Travelling with Medication

It is recommended that passengers bring all prescribed medications onboard with them at all times. Do not pack medication in your checked baggage.

Passengers who may require medication during flight and are unable to administer it themselves will be required to travel with an escort able to do so. Our in-flight crew members are not permitted to administer or distribute any medication.

Passengers who require syringes for medical reasons and will be transporting these items in their carry-on luggage are advised to bring the medication which needs to be administered by a syringe with them. The medication needs to be in a container with the name of the medication and the name of either the dispensing pharmacy or the manufacturer of the medication.

Visually Impaired Passengers

Visually impaired passengers are welcome on all Calm Air flights with or without a service animal or an attendant and will be pre-boarded. For information regarding Service Animals, please see “Service and Emotional Support Animals”.

Hearing Impaired Passengers

Hearing impaired passengers are welcome on Calm Air flights with or without a service animal or an attendant and will be pre-boarded.  For information regarding Service Animals, please see “Service and Emotional Support Animals”.

Service and Emotional Support Animals

Service and emotional support animals are always welcome if assisting a person with a disability and are carried free of charge. Calm Air Reservations must be notified 48 hours prior to travel, and we recommend that customers traveling with service and emotional support animals check-in a minimum of 90 minutes prior to departure time.

Service Animals

Service animals MUST be certified in writing as being trained by a professional service institution. Service animals are required to travel at the passenger’s feet and must wear a harness at all times.

Emotional Support Animals

Emotional support animals are defined as dogs ONLY that provide support for a mental or emotional disability. Only one emotional support dog will be permitted per guest, properly harnessed. They may travel on the passenger’s lap, at the passenger’s feet, or in a kennel underneath the passenger’s seat.

A passenger requiring the assistance of an emotional support animal, must present a letter from their licensed mental health professional (E.g. a psychiatrist, psychologist or licensed clinical social worker), dated within one year of the passenger’s departure date. The letter must confirm that:

  • The passenger has a mental or emotional disability recognized in the DSM IV (Diagnostic and Statistical Manual of Mental Disorders). It does not need to state the disability itself.
  • The emotional support dog is needed for emotional or psychiatric support during travel and/or at destination.
  • The person who prepared the document is a licensed mental health professional; and
  • The passenger is currently under the care of the licensed mental health professional who prepared the document.
    The letter must also provide information on the mental health professional’s license (i.e. type of license, date issued, and issuing authority).

Personal Attendant/Escort

Calm Air considers a personal attendant or escort as an able-bodied person capable of fully attending to the physical needs of the disabled passenger before, during and after a flight. The attendant is not required to be medically trained.

Passengers Requiring Oxygen

If you require the use of oxygen onboard (oxygen cylinder or Portable Oxygen Concentrator), please contact Calm Air a minimum of 48 hours prior to travel to discuss your needs, so that we may assist with ensuring all conditions are met and travel documents are in order.

Documented Medical Approval:

  • Passengers travelling with an oxygen cylinder and/or Portable Oxygen Concentrator must have a doctor’s certificate or authorization from a Health Authority stating the passenger’s condition permits travel. Please note: This document must have been issued in the current year of travel.
  • Additional documentation may need to be completed/provided if your flight is operated by another carrier.
  • All applicable medical documentation is required at time of booking.

Gaseous Oxygen Cylinder Acceptance:

  • Calm Air does allow passenger supplied “Medical” oxygen onboard, and will permit a maximum of two (2) oxygen cylinders in the cabin of all aircraft on domestic flights only. This may include two (2) passengers with one (1) cylinder each or one (1) passenger with two (2) cylinders.
  • Only cylinders that meet the below criteria will be accepted for use onboard:
Cylinder Model D E
capacity 420 litres (15.3 feet3) 690(24.9 feet3)
Diameter 11 cm (4.5") 11 cm (4.5")
Height 43 cm (17") 66 cm (26")
Weight 7.7 kg (17 lbs) 13.6 kg(30 lbs)
  • Cylinders must be in good condition – displaying no signs of visible damage.
  • Passengers and/or their escort(s) must be able to operate their oxygen cylinder.
  • Oxygen may not be checked as baggage under any circumstance.

Portable Oxygen Concentrators (POCs):

  • Calm Air will allow passengers to carry on a Portable Oxygen Concentrator if they require supplemental oxygen during flight.
  • POCs must comply with carry-on regulations and be able to be safely stowed in the aircraft cabin.
  • The following POC units are permitted on Calm Air:
  1. AirSep LifeStyle (5.5 x 7.25 x 16.3 inches)
  2. Inogen One (12.39 x 6.00 x 11.62 inches)
  3. AirSep Freestyle (8.6 x 6.1 x 3.6 inches)
  4. Respironics EverGo (8.5 x 6.0 x 12.0 inches)
  5. Sequal Eclipse (19.3 x 12.3 x 7.1 inches)
  • The portable oxygen concentrator must be in good condition and free from damage or other signs of excessive wear or abuse.
  • The unit may only be used in battery operated mode; extra batteries must be packaged for carry-on in a manner that will prevent a short circuit.
  • Passengers and/or their escort(s) must be able to operate the equipment, and must ensure they have sufficient battery power for the duration of their flight(s).

Passengers Requiring Wheelchairs

Calm Air will happily aid in transporting passengers who require mobility assistance including that of a wheelchair.

  • For safety reasons, Transport Canada regulates the number of specific levels of wheelchair services required on our aircraft. For this reason, we require advance notification to our Reservations Centre at 1-800-839-2256, a minimum of 48 hours prior to departure. This way, our airport agents and in-flight crew can be prepared for the arrival of passengers requiring wheelchair/mobility assistance.
  • Each passenger requiring a wheelchair is permitted to bring, in addition to their free baggage allowance, one wheelchair to be carried in the baggage compartment of the aircraft. In addition, braces, crutches, walkers, canes and other assistance devices will be accepted free of charge.
  • We will accept wheelchairs that carry wet cell (lead acid) and dry cell (gel cell) batteries. Wet cell batteries will require special handling and packaging at the airport as they are considered dangerous goods.

Unaccompanied Minors

Children between the ages of five (5) and eleven (11) years who are not travelling with a passenger at least sixteen (16) years of age or over are designated unaccompanied minors. Calm Air provides a special service for unaccompanied minors, which is subject to a service charge of $105 each way payable at the time of booking.

  • Arrangements and registration for the UM Service must be made at least 24 hours prior to departure.  You may contact Calm Air reservations directly at 1-800-839-2256.
  • The minor must be brought to the airport of departure (at least 90 minutes prior to departure), by a guardian who remains with the minor until Calm Air takes over supervision at time of boarding. The guardian will complete all the required documents which include providing the carrier with satisfactory evidence that the minor will be met by another parent, guardian or other responsible adult at connection point(s) and upon arrival into destination. The guardian who will be meeting the unaccompanied minor at the connection point(s), and/or airport of arrival must have photo identification which will allow the carrier’s personnel to identify this person as the appropriate person designated to meet the minor.
  • The guardian will be required to remain at the airport of departure until the aircraft has departed.
  • In case of emergency, the guardian must provide Calm Air with the name and phone number of a person who can be contacted during the time the minor is in the carrier’s care.
  • Unaccompanied minors aged 5 through 11 years old will not be accepted if the flight on which the minor holds a reservation is expected to terminate short of, or bypass the minor’s destination.
    Once the minor is under Calm Air’s care, the minor will be provided supervision by the Carrier until he/she is met at destination by a guardian (with exception to transfer points).
  • Confirmed reservations must be booked for unaccompanied minors. Standby travel is not permitted.
  • Unaccompanied minors will not be permitted to travel when weather advisory has been issued by Calm Air.
  • Travel will be permitted on flights with a connection point of less than 2 hours between flights only if a guardian meets the minor upon arrival into the connection point and takes responsibility for the minor until the next flight departs.  Valid identification for the guardian applies.
  • Minors that require assistance in taking required medication, who have an allergy that requires them to carry an epinephrine auto-injector, who require a special service code (SSR), or have a disability that may hinder their success if they are not travelling with a familiar guardian will not be accepted for travel unaccompanied.
  • A minor will not be accepted for transport where they have previously caused an onboard issue, for reasons including behavioral, emotional or medical, where intervention by the flight crew or a diversion resulted.
  • Children under the age of 5 years will not be carried unaccompanied.

Infants

  • One child under two (2) years of age may travel at no charge provided he/she is accompanied by an adult fare-paying passenger (16 years of age or older), and is seated on the adult’s lap for the duration of the flight. Only one (1) infant is permitted to travel per adult fare-paying passenger.
  • For safety reasons, the adult must hold the infant during take-off, landing, and whenever the seatbelt sign is illuminated or whenever requested to do so by the flight crew.
  • Identification is required for proof of age.
  • If a seat is purchased for the infant, the infant must be restrained in a Transport Canada approved car seat.
  • The AmSafe CARES device is specifically designed for children ages one (1) to four (4) and weighing 10-20 kg (22-44 pounds) and whose height is 100 cm (40 inches) or less. It uses the existing aircraft passenger safety belt, and holds the upper torso of the child against the aircraft seatback. A harness and buckle device that attaches directly to the aircraft seat is permitted onboard Calm Air aircraft. Please visit the Transport Canada website for more information on this approved restraint system.

Passengers travelling with an infant may check a car seat, stroller or playpen at no additional charge. Please note that the passenger Free Baggage Allowance does not apply to an infant when a seat is not purchased.