ONT is committed to providing a seamless travel experience for all passengers, including those with disabilities. Read on to learn about the airport's accessibility services and tips for a smooth journey.

From packing to clearing security to making a flight, travel can sometimes be a daunting experience — particularly for those with extra challenges such as physical, mental or sensory disabilities.

Federal laws require airports and airlines to follow guidelines that make air travel possible for folks with limited mobility or other special needs, such as offering dedicated parking, elevators and wheelchair-friendly restrooms. Ontario International Airport takes its commitment to making travel accessible for everyone even further, with a comprehensive airport disability services program aimed at making every part of the ONT experience as smooth as possible.

In addition to fully accessible terminals, restaurants and shuttle services, ONT has a range of programs, amenities, services and staff in place to support passengers with disabilities.

“As a special needs family, traveling with a child with severe autism is challenging, but the support we received from the program at Ontario International Airport made a significant difference,” said Joy C., a mom who took advantage of ONT’s support programs during a recent trip.

Read on for details about the program Joy’s family used and other services at ONT, plus insights and tips that can help make all air travel more accessible.

Airport Accessibility Services: Get to Know ONT Before Travel Day

One way to ease the travel experience for folks with disabilities is to take advantage of programs that allow passengers to familiarize themselves with the airport and process before it’s time to fly. This can help to reduce anxiety by demystifying the experience and allowing travelers to plan for any obstacles they might encounter.

ONT has two main terminals, Terminal 2 and Terminal 4. (It also has an International Arrivals Terminal, which is only used for passengers arriving at ONT on international flights. For international flights taking off from ONT, passengers use the main terminals.) T2 and T4 have very similar layouts, with ticket counters and baggage claim on the first floor, then stairs, escalators and elevators up to the second floor for TSA screening, all gates and amenities. Passengers can click here to review maps of both terminals before and during their visit, taking note of amenities such as:

• Elevators
• Relief areas for service animals
• Lounges
• Water fountains
• California Science Center for a calm environment

Through the airport’s ONT+ Visitor Pass Program, you don’t even need a plane ticket to go through security and stay with loved ones until they safely board their flight. Those interested in using this program just need to go to flyOntario.com/ontplus and click “Apply Now” to complete an application at no charge.

ONT also offers recurring Flying with Autism workshops, where experts walk folks who have loved ones with autism through ways to support them on their travels. Occasionally, the airport also offers additional workshops that allow travelers to preview the process of traveling through ONT, such as Disability Flight Experiences and Resource Fairs. To get notified of upcoming workshops, follow @flyONT on social media and subscribe to the Inside ONT newsletter!

Make Plans for Navigating the Airport

Along with familiarizing themselves with the airport before travel day, passengers with disabilities can also make plans in advance for getting to and navigating around the airport — and arrange for assistance if needed.

Americans with Disabilities Act or ADA-compliant parking is available in all ONT parking lots, with curb cuts and accessible pick-up and drop-off areas in front of all terminals. All ONT airport shuttles that travel within airport grounds are also wheelchair accessible. Valet parking service also is available. Click here to learn more about accessible parking, shuttles and curbside services at ONT.

To request free wheelchair service for boarding or deplaning at any airport, it’s recommended that travelers contact their airline 72 hours in advance. Otherwise, wheelchair users can request assistance at the ticket counter, though this may result in slight delays. Most passengers are then transported from ticketing to the aircraft, with curbside wheelchair service available when requested.

Once passengers are inside the terminals, there are ADA-accessible restrooms on every floor plus wheelchair-friendly restaurants and shops.

The ONT+ Visitor Pass Program can also be useful for travelers who may benefit from having a friend or family member accompany them through the airport. Folks who aren’t traveling can apply for an ONT+ pass, then stay with their loved ones until their flights depart or greet them at their gate when they arrive!

Learn more about the ONT+ Visitor Pass Program

Ensure a Smooth Security Screening Process

Clearing security is often the most stressful part of any airport experience. But there are tips and programs that can make the process easier for everyone, with special services to assist disabled travelers.

Before it’s time to travel, passengers can consider taking advantage of programs such as TSA PreCheck and CLEAR. Both can help reduce wait times and speed up the screening process. Travelers can register for both programs at CLEAR kiosks located to the left of the escalators in both terminals. No appointment is needed! Click here to learn more about these programs.

Passengers can also take advantage of TSA Cares, a program that helps ensure a more accessible screening process by assisting travelers with disabilities and medical conditions (or their loved ones) prepare for the experience. Travelers can click here to complete an online form to request assistance before their trip with questions about screening policies, procedures and what to expect at the security checkpoint. If the trip is within 72 hours, TSA recommends calling 855-787-2227 for faster assistance.

It’s also wise to review the TSA’s rules before it's time to fly, including what's allowed in checked and carry-on luggage. There’s a section dedicated to traveling with medical equipment and a checklist to ensure passengers are ready for a smooth security screening process.

Tools and Programs for Particular Needs

For passengers who need additional assistance, ONT offers a number of tools and programs for passengers with particular disabilities, including:

• ReciteMe — This technology is incorporated into flyOntario.com. It offers text-to-speech functionality, dyslexia software, an interactive dictionary, a translation tool with over 100 languages, 35 text-to-speech voices and other features to make the website more accessible. Use the application by clicking "Accessible Site" at the top right corner of the website. Click here for more information on ReciteMe.
• California Relay Service — This service can assist passengers who are deaf, hard of hearing or speech-disabled by talking to airline service representatives, arranging shuttles, rideshare, or other forms of ground transportation, or even needed calls to family members while in the airport. To use this program, call:
  • 800-735-2029 or 7-1-1
  • 800-854-7784 (speech to speech)
  • 800-855-3000 (Spanish)
• AIRA — ONT subscribes to this service that connects blind and low-vision individuals to their surroundings. Download the AIRA app for free before visiting ONT! For more information, go to AIRA.IO or contact AIRA’s Customer Care team at 1-800-835-1934.
• Self-Identification Program for Travelers with Autism — This program came about because families with autism expressed a desire to have a way to identify loved ones with autism who might experience a breakdown at the airport. Click here for more information on this program.
• Hidden Disabilities Sunflower Program — This option supports travelers with conditions that may not be visible by giving them a lanyard, ID card, pin and wristband that staff around the airport is trained to watch for to offer assistance as needed. To access this program:
  • Visit the Travelers Aid desk located on the first floor in either T2 or T4.
  • Speak to an O.A.C.E.S. (Ontario Airport Customer Experience Specialists) team member in a blue ONT shirt roaming the terminals.
  • Contact your airline in advance to have items shipped to you or speak with a representative at check-in when you arrive at the airport.

This is the program Joy C.’s family utilized during their recent trip.

“From the meet-and-greet at the check-in counter, wheelchair assistance, smooth TSA screening, minimized waiting time at the gate, sensory-friendly accommodations and personalized support made every part of our departure process easier and more manageable,” Joy said. “On our return flight, we were even greeted at the gate and guided all the way through immigration, baggage claim, customs, and to the ride-share pick-up location. This level of care and attention not only prevented potential challenges for my child but also gave us peace of mind during the entire process.”

Additional Tips for a Seamless Journey

Here are more tips to help ensure stress-free travel for passengers with disabilities.

• Allow extra time to make your flight! The TSA recommends arriving at least two hours before domestic flights take off and at least three hours before international flights depart.
• If any special travel arrangements were made in advance, confirm those services before arriving at the airport.
• Stay hydrated and eat healthy snacks, especially on long travel days. Passengers can bring empty water bottles through security, then refill them for free at hydration stations in the airport. Drinks and snacks also can be purchased at stores or vending machines through the terminals.
• Be sure to bring necessary medications, medical supplies and any documentation needed, such as prescriptions or medical clearance.
• Plan to spend time in sensory-friendly spaces at ONT, such as the California Science Center or an Aspire Lounge.
• Consider travel insurance that covers medical expenses. It’ll buy peace of mind, at least.

Click here to access a full list of ONT’s resources for passengers with disabilities.

By planning ahead and taking advantage of these resources, passengers with disabilities can set themselves up for a positive travel experience at ONT and beyond!