Where can I exchange money or find an ATM?
ATMs are located throughout the terminal. Based on the passenger’s location, please direct them to the closest available ATM.
Where do I go to connect to my flight to the United States?
For passengers travelling directly to the United States as their first stop or final destination, direct them to the bridge located across from Door 2 on Departures between the check-in counters. Passengers will proceed through U.S. Customs before entering the Transborder Holdroom. Please note all other flights are to be directed to the Domestic and International Security Screening area across from Stella's.
Where can I take my dog to go to the bathroom before we fly?
The Pet Relief Area is located on Level 1, Arrivals, outside Door 3. The area is fully fenced to provide a safe and secure space for pets.
Where is the Pass Office?
The Pass Office is located on Level 2, Departures, accessible through the corridor marked with directional signage. If a passenger is unsure of where to go or requires additional assistance, please walk with them and provide guidance to the location.
Where is [airline name]?
First, confirm which airline the passenger is looking for. Then, provide directions by either walking with them or using an open-handed gesture to indicate the location of the airline’s check-in counters. Remember, an open palm gesture is the preferred way to guide passengers.
Where is the [airline name] Customer Service Desk?
Airline customer service desks are located at the same counters as each airline’s check-in area. Direct passengers to their airline’s check-in counters for assistance.
Can you get me a wheelchair?
As a volunteer, you are not permitted to retrieve a wheelchair, push a passenger in a wheelchair, or provide physical assistance. This is due to safety, training and liability concerns. If a passenger requires wheelchair assistance, please use one of the following options: press the button on the Accessibility Kiosk located curbside on Departures. Assistance will arrive within five minutes.
Call OneCall and provide the passenger’s location and request wheelchair assistance.
Or locate an ASP member who can assist with the request.
Where do I pay for my parking?
Parking payment options are available throughout the Parkade. Passengers can pay at the payment machines located on each level, by credit card when exiting the Parkade, or by visiting the Parking Booth attendant located in the furthest left exit lane when leaving.
My luggage has not arrived. What do I do?
Direct passengers to the Baggage Services desks located behind Baggage Carousel 1. Or, they can contact their airline directly using the phone number displayed beside the Baggage Services area.
Where do I meet my Uber? Where do I get a taxi?
Ride-share pickup, including Uber, is located at Door 1 on Arrivals. Taxi services are available at Door 3 on Arrivals.
I left my cellphone or another item on the plane. Can I go back and get it?
Once a passenger has exited the secure holdroom area, they cannot re-enter. For items left onboard an aircraft, direct the passenger to their airline’s check-in counters on Level 2, Departures, where the airline can assist them.
For items left within the holdrooms, direct the passenger to the Lost & Found located at the InfoBooth.
I left my bag in International Arrivals, how do I get it back?
A phone is located outside the International Arrivals area. Inform the passenger to use the phone to contact an officer, who will assist by bringing out the bag and confirming the passenger’s identity.
Where is the NEXUS Office? I have an appointment, but no one is answering and the office is empty.
The NEXUS Office is located beside the YWG Goldwings Volunteer Lounge, across from Door 1 on Arrivals. The office operates by appointment only. If no one is available when the passenger arrives, please let them know that an officer will be with them shortly, as they may be assisting with an arriving flight.
If I already have my boarding pass and only have carry-on luggage, do I need to go to the airline check-in counter?
If a passenger has completed online check-in, has their boarding pass on their phone, and only has carry-on luggage, they can proceed directly to the security screening area.
If a passenger has not completed check-in or has luggage they need to check, they must visit their airline’s check-in area. If using a self-serve kiosk, they will still need to see an agent before proceeding. The agent scans the baggage tag and links it to the passenger’s I.D. in the system, ensuring the bag can be properly tracked and located.
Where can I smoke at the airport? Smoking is not permitted inside the terminal. Designated smoking areas are available outside Doors 1 and 3 on both the Departures and Arrivals levels.
Where are Tim Hortons and Starbucks located?
Tim Hortons airside, is located near Gate 12 in the Domestic Holdroom, and Starbucks is located near Gate 4 in the Domestic Holdroom.
Which way is my gate?
First, confirm the passenger’s gate number by checking their boarding pass or the flight information display also known as the 'fid'. Then, provide directions based on the passenger’s current location and the location of their gate.
Where are the washrooms?
There are three washroom locations within the Domestic Holdroom. Please direct the passenger to the nearest available location:
- Across from Gate 10
- Across from Gate 8
- Across from Gate 5
Each location includes male and female washrooms, as well as a universal washroom.
Groundside / Before Security Screening
There are three washroom locations available before Security Screening.
Departures – Level 2
- A washroom location is available behind the check-in counters, between Door 1 and Door 2.
- A single-stall universal washroom is located beside the Oversized Baggage Drop-Off.
Arrivals – Level 1
- There are two washroom locations. The closest location for passengers arriving from the Domestic Holdroom is around the corner from Tim Hortons, near Door 3.
- The second groundside washroom location is located directly across from Door 2.
Where can I fill up my water bottle?
Water bottle filling stations are available at each washroom location throughout the Domestic Holdroom.
Where do I go to connect to my flight to the United States?
Passengers connecting to a U.S. destination must exit the Domestic Holdroom and proceed to the U.S. Customs and security screening area to access the Transborder Holdroom. They cannot connect directly to the U.S. area from the Domestic Holdroom. It's highly recommended to walk with passengers and guide them to this destination. It can be difficult to explain through verbal directions alone, and providing an escort helps ensure passengers feel supported throughout their journey.
Where do I go to connect to my next flight within Canada?
Ask the passenger for their destination and check the 'fid' for their current departure gate. Provide directions based on the gate information.
Does my Global Entry card work in the NEXUS kiosk?
No. Only a valid NEXUS card can be used at the NEXUS kiosks.
Where can I smoke at the airport?
There are no designated smoking areas inside the terminal. Passengers may choose to exit the terminal to smoke and then return through security screening. If they choose to do so, they must take all personal belongings with them, as items cannot be left unattended.
Why does the flight information display show a different departure gate than my boarding pass?
The 'fid' displays the most current flight information available. A boarding pass on a mobile device may not update immediately, and printed boarding passes will not reflect any last-minute changes. Always refer passengers to the 'fid' for the most up-to-date gate information.