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Frequently asked questions

How soon before my flight departs should I be at the airport?

If you are travelling within Canada, you should be at the airport no later than 90 minutes prior to the departure of your flight.

If you are travelling internationally, you should be at the airport at least two hours before departure.

Who do I contact if I need special assistance?

Kelowna International Airport (YLW) is committed to helping passengers who face everyday challenges by removing barriers and offering additional services.

Passengers with special needs are welcome to contact  YLW's Administration Office with any questions about the services or amenities listed below. We also encourage those who require special assistance to inform their airline of their specific needs.

Additional information about the screening process can be obtained from the Canadian Transportation Agency's website www.cta-otc.gc.ca .

To view this page through the Access to Travel website, please click here .

Accessibility

Throughout our airport, YLW strives to maintain a fully accessible facility. Amenities include:

  • Accessible parking stalls
  • Automatic doors
  • Covered loading bridges
  • Accessible washrooms
  • Mobilift®
  • Elevators and ramped walkways

Services

YLW also offers a variety service to assist passengers with physical challenges. 

  • Wheelchairs are available at the airline check-in desk or by request of an Airport Ambassador.
  • Security Escort Passes are available at the airline check-in counter. These temporary passes allow a family member or aid to escort a passenger, in need of special assistance, through security to their departure gate. Our specially trained Airport Ambassadors  are also available to escort passengers with special needs through pre-board screening into the departures area.
  • Text phone teletype centre is located in the arrivals terminal (to the immediate left of the car rental booths) and near the business centre in the departures lounge. Pay text phone teletype centres are available for hearing or speech-impaired patrons.
  • Service animals can be relieved in the designated landscaping to the right of the Arrivals exit doors. Please note: due to a local bylaw other pets are not allowed in the terminal, unless properly contained within their traveling cases.
  • Language assistance can be provided in most circumstances. Contact  Airport Administration to inquire about employees or volunteers that speak various languages, including sign language.
  • Accessible ground transportation can be provided by many of our car rental agencies, taxi and shuttle companies; however, advanced booking is required. For a list of accommodating companies and their contact information, please visit our  transportation page .
Can I reserve a parking spot for my vehicle?

There is no reservation system for parking; however, with over 2,600 parking stalls you shouldn't have any concerns for parking during the regular season.

YLW has a Gold Pass program for the lot directly in front of the terminal. See the parking information page regarding the Gold Pass program and parking fees.

Holiday Travel: Parking will be limited during this peak holiday travel period. Alternative transportation is recommended.

Do you have shuttle service from the long-term lot to the terminal?

Yes, there is a shuttle from the long-term lot to the terminal building.

Look for the well marked Toyota hybrid with the orange flags. It is generally parked near the entrance to the lot or at the South entrance of the terminal building. Give the driver a wave and they will follow you to your parking spot to give you a free lift to the terminal. You can also call 250-765-5612 for a pickup.

Please note: Shuttle service may not always be available in the overflow lots.

What can I bring in my carry-on and checked luggage?

Avoid surrendering items and guarantee that your valuables make it through security screening with you. Search the CATSA website to see which items to pack in your carry-on and checked baggage.

Holiday Travel: If you're bringing gifts, leave them unwrapped as they may need to be inspected. Baked goods are allowed as carry-on.

What does the security screening process entail?

Please refer to the CATSA website for information on security screening and tips for making the process a breeze.

My flight is delayed or cancelled because of weather – who do I call?

Contact your airline to confirm the status of your flight.

If the flight has been cancelled, do not come to the airport but instead rebook from home. If the flight is delayed but scheduled to operate, check the status of the flight and leave plenty of time to check in.

My luggage didn't arrive at the airport - what do I do?

Please contact your airline directly for questions regarding lost luggage.

West Jet
1-866-666-6224

Air Canada
1-888-689-2247

Alaska Airlines
1-877-815-8253

Pacific Coastal Airlines
604-214-2360

Central Mountain Air
1-888-865-8585

NewLeaf Travel Company
204-888-4357

Air North, Yukon's Airline
1-800-661-0407 ext. 778

Air Transat
1-877-872-6728

Sunwing Airlines
1-844-853-3751

How can I get a job at the airport?

Interested in joining the YLW Team?

YLW is municipally owned and operated. To view career opportunities with the City of Kelowna, please view the City's Career's Page.

To find employment opportunities with one our tenants, please contact them directly.

Does YLW have a departure tax?

There is a $15 Airport Improvement Fee at the Kelowna International Airport for each departing (non-connecting) passenger.

This fee is collected by the airlines on behalf of YLW when your ticket is purchased. For further details concerning this fee, contact the Airport Administration office at 250-807-4300.

Is there a fee for the use of the baggage carts?

Baggage carts are available free of charge. They are located in the terminal, on the front curb at the departures entrance and in key spots in the parking lots.

What shops and services are available before and after security?

YLW offers passengers a number of shops, restaurants and services for your convenience. See the shops and services page for more information.

Can I fly a drone near the airport?

Airports are No Drone Zones!

More and more people are flying drones and UAVs. Transport Canada regulates their use to keep the public and other airspace users safe. Before you take to the skies, make sure you understand the rules and follow them. Not doing so could put lives at risk and cost you up to $25,000 in fines and/or jail time.

Learn more on the Transport Canada website.

What kind of identification do I need?

Requirements can vary depending on whether you are travelling domestically or internationally so you should check with your airline. Be sure to have valid government issued photo identification for all flights. All passengers, including Canadian and U.S. citizens, are required to present a valid passport when travelling by air between Canada and the United States.

If you are not a Canadian or American and you are travelling to the United States, please apply for Electronic System for Travel Authorization (ESTA). ESTA is an online application system developed by the United States government to pre-screen travellers before they are allowed to travel into the U.S.

Are there special requirements for children?

Specific documentation may be required for children under 18, especially if they are not being accompanied by a parent or guardian. Confirm details with your airline or visit the Government of Canada Travel Website for more information about travelling with children.

I am flying with my pet - what should I know?

For specific questions regarding the flight please contact your airline.

At YLW, a relieving area for pets has been designated in the landscaping to the right of the Arrivals exit doors. Please note that due to a local bylaw dogs and pets in general, other than service animals, are not allowed in the terminal unless properly contained in their travelling case.

How many bags can I take with me without fees? What are my rights if my airline loses my bags?

How many bags can you take on your trip… without having to pay extra fees, that is.

And what happens if the airline loses your bags?

The answers to these questions depend on the airline you’re flying with.

It’s important to be aware of its terms and conditions relating to baggage limits, fees and compensation for lost, delayed or damaged bags, especially now that many airlines charge for checked baggage or they limit the number of bags that you may carry on board.

So where do you find out about an airline’s baggage policy?

You can give them a call, visit their ticket counter or go to their website. Each airline lists its terms and conditions of carriage in a document called their “tariff”. It is your contract with the airline.

You’ll find information on how many bags you can check-in or bring into the cabin as carry-on.

Remember that allowable weight, size and any fees for extra bags can vary from airline to airline.

Compensation amounts for lost, delayed or damaged bags are also listed in airlines' tariffs.

Remember:

  • always keep your receipts for replacement items; there is a maximum to how much an airline will compensate you; and there is a time limit to file your claim.
  • When in doubt, contact your airline or check out your airline's tariff before your trip.
  • The Canadian Transportation Agency also provides resources that can help.
  • Fly Smart. Know Your Rights & Responsibilities.
Information from the Candian Transportation Agency
What happens if I make a mistake when I'm booking my airline ticket?

Dealing with airline ticket issues can be frustrating and if you make a mistake, it can often lead to extra fees or being refused transport by the airline.

So, what is your ticket exactly?

The ticket you purchase is proof you have a contract with that airline and there is supposed to be a seat with your name on it. Actually, your name is on the ticket…not literally on the seat.

And like any contract, you should make sure you understand the terms and conditions before you commit to paying.

You wouldn’t sign a mortgage or a car lease without knowing what’s in the fine print, would you?

It’s the same with an airline ticket. Each airline has its own terms and conditions in a document called a “tariff”.

You can give the airline a call, visit their ticket counter or go to their website.

There's information about what happens if you make a mistake while booking like spelling your name wrong or entering the wrong date.

You may have to pay extra fees to fix a mistake or you could even be refused transport.

It's your responsibility to make sure you've entered the correct information when booking...and if you realize you've made a mistake, contact the airline immediately.

Look at it this way. An airline ticket is a binding contract that involves spending your hard earned cash.

Having a good understanding of an airline’s terms and conditions and having issues clarified before you buy a ticket helps to eliminate unpleasant surprises, extra fees and frustration.

Fly Smart. Know Your Rights & Responsibilities.

Information from the Candian Transportation Agency
What happens if I miss my flight? What are my rights and responsibilities?

There’s a variety of reasons why you could end up missing your flight.

It could be that you were too late for your flight’s check-in deadline.

It could be due to bad weather.

It could be that your flight is either delayed, overbooked or cancelled.

To know your rights and responsibilities, in any of these situations, it’s best to get familiar with an airline’s “tariff”. You can find it on their web site or any place they do business.

A tariff is the airline’s terms and conditions of carriage: your contract with the airline.

It contains information on the airline's legal obligations in cases of changes to their scheduled flights.

In those instances, airlines might offer you a refund or rebook you. But you shouldn’t automatically assume that they will.  An airline's legal obligation will vary depending on the circumstances.

If you miss your airline's check-in deadline, the airline can refuse to transport you.

Airlines have strict deadlines. Being late at the check-in or even the baggage drop-off area can result in your reserved seat being reassigned or your reservation being cancelled and you missing your flight.

Check-in times for domestic and international flights are different and vary depending on the airline.

With most airlines, you may be able to check-in online, usually 24 hours before your flight leaves. But you still have a deadline to arrive at the gate for your flight and to check in your baggage.

If you’re not sure, check with the airline and find out about the terms and conditions that apply to your ticket.

The Canadian Transportation Agency also has useful tips and tools for travellers that can help.

It’s an easy way to reduce the risk of missing your flight.

Fly Smart. Know Your Rights & Responsibilities.

Information from the Candian Transportation Agency
What do I do if I have a serious airline complaint?

Unfortunately, sometimes your travel arrangements don't always go as planned. And if you feel you have a real issue to take up with your airline, you want to be heard, you want action, and you want resolution.

So what are your options? First of all, be informed before you travel. The Canadian Transportation Agency offers handy tools to help you prepare your trip, including its Fly Smart guide and links to major airlines’ tariffs.

An airline’s tariff lists your rights and responsibilities as a passenger, as well as those of the airline. It’s your contract when you buy your airline ticket.

It’s important to remember that tariffs vary from airline to airline. In other words, one airline might address a complaint differently from another airline.

But if after reviewing your airline’s tariff, you feel that it hasn't kept its end of the bargain, the fastest way to reach a solution is to first give them a chance to address your complaint.

Before we can help, contact your airline in writing and allow it 30 days to respond in writing.

If the airline does not respond or if you are not satisfied, the Canadian Transportation Agency may be able to help. We are experts at resolving air travel complaints for travel within, to and from Canada.

We can help air travellers resolve complaints on issues like flight disruptions and delays, lost, delayed or damaged, baggage, or denied boarding or bumping due to overbooking.

Our Complaint Wizard guides you quickly through the complaint process from A to Z. It explains how we can help.

And our service standards for resolving your complaint.

First, we'll try facilitating your complaint. It's fast and easy, the vast majority of complaints are resolved this way.

If facilitation doesn't resolve the issue, you can try mediation, where one of our trained mediators will aim to help you and the airline reach a confidential settlement.

Where less formal processes don't prove successful, we also offer a court-like process called adjudication, where a panel will make a decision based on the evidence presented.

Ultimately, our job is to make sure that the airline has applied the terms and conditions of carriage of the contract and that both you and the airline have met your end of the bargain.

Of course, remember that the best way to avoid issues is to get informed before you travel.

Fly Smart. Know Your Rights & Responsibilities.

Information from the Candian Transportation Agency
Is there luggage storage available at the airport?

At this time, YLW does not have luggage storage facilities.