Accessibility Canada

People with special needs in airport boarding gate.


The Canadian Transportation Agency (CTA) published in 2023 new regulations called the Accessible Transportation Planning and Reporting Regulations (ATPRR). The ATPRR were created under the authority of the Accessible Canada Act (ACA). The ACA sets out planning and reporting requirements to identify and remove barriers – and prevent new barriers – in priority areas such as communication, services and equipment. Azores Airlines fulfill with these regulations.     
Azores Airlines Accessibility Plan is available here.

To ensure the utmost comfort, we offer particular care and treatment to all passengers with special physical conditions, natural difficulties, or disabilities, either at the airport or on board. To do so, you must request it by email ( or telephone (toll-free number in Canada 1-800-762-9995 or Contact Center in Portugal at +351 296 209 720*) up to 48 hours before your flight departure.

* Portuguese national landline network call. The communication toll depends on the tariff agreed with your operator.


Feedback Process

Azores Airlines welcomes feedback, including about its Accessibility Plan, and has designated its Customer Care to receive customers' feedback. You can provide feedback, including about this Plan, request an alternate format of the Plan, or request an alternate format of the description of the feedback process using any of the below options:

  •  Email                              
  •  Phone                 
    Contact Center                 
    Toll-Free from Canada and the United States: 1-800-762-9995                 
    From Portugal, dial: 296 209 720                 
    International callers, please dial (+351) 296 209 720.                 
    Call to the Portuguese national fixed network. The cost of communication depends on the tariff agreed with your operator.           
  •  Mail:                 
    Rua Dr. José Bruno Tavares Carreiro, n 6 |7º Piso                 
    9500-119 Ponta Delgada                 
    Açores – Portugal                 
    Fax: (+351) 296 672 098


Alternate formats

You can download our Accessibility Plan in standard format or request a large print, braille, or audio version by requesting it through one of the contact details mentioned above:

  •  Print: as a PDF
  •  Large Print: will be sent after the reception of the request.
  •  Braille: please allow 45 days
  •  Audio: please allow 45 days


Azores Airlines accepts feedback that is provided anonymously and will be respectfully followed up internally to improve the service provided.

Azores Airlines will acknowledge the reception of your feedback in the same manner it was received.

Azores Airlines will analyze the feedback, and the internal departments involved will work on the improvement or the explanation of the actions taken.


Feedback process
Send feedback to the Azores Airlines.
Acknowledge the reception of the feedback received in the same manner it was received.
Share feedback with the passenger about our actions or commitments.

Record of all feedback actions duly accompanied by our response:

  • analyze all feedback records;
  • follow up on the carried improvements or actions; and/or
  • consider any developments that can be done to be reflected in the progress report.