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Travel Request Help


Travel requests can be made online 24/7 by clicking here.

Contact Information

Tel: 1-877-346-HOPE (4673)
Email: mail@hopeair.ca 

Hours of Operation

Mon-Fri:
9am – 7:30pm ET
Sat-Sun: Closed
 

Information about Hope Air and Travel Requests

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What are your eligibility criteria for receiving a free flight?

To be eligible for a free flight, you must:
  • Have financial need.
  • Have a confirmed healthcare appointment that is covered by your provincial healthcare plan.
  • Be medically cleared by your physician to fly on a commercial plane.
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Is Hope Air an airline?

No, Hope Air is a charity that books flights for patients on commercial airlines, or on private airplanes through the Volunteer Pilot Program.
 
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What is the Volunteer Pilot Program?

The Volunteer Pilot Program is made up of licensed volunteer pilots across the country who fly patients to their appointments in their small, private aircraft. Prior to being assigned a flight with a volunteer pilot, Hope Air will ask you if you are comfortable flying in a smaller aircraft.
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Where do you arrange flights to medical care?

We arrange flights throughout Canada, in all 10 provinces, on hundreds of routes.
 
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Do you offer air ambulance service?

No, we only provide free flights to non-emergency medical care. We are not able to assist individuals who need to be on a stretcher or who need medical staff travelling with them. You must be able to sit in a regular passenger seat on a commercial aircraft.
 
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Will Hope Air provide a free flight for someone to accompany me?

All individuals 18 years old and under must have an escort accompany them, whose flight is also provided for free. Individuals 19 years old and older may obtain a free flight for an escort to accompany them only when it is deemed medically necessary by their physician.
 
Please note: Hope Air can only provide free travel for one approved escort per patient. 
 
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I want to visit a family member who has been hospitalized. Can you help?

Unfortunately, we are not able to assist in this matter. Hope Air does not arrange compassionate flights. Our mandate is to assist individuals with travel to and from medical facilities to receive care they cannot receive in their hometowns.  
 
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I already booked a bus ticket or a flight to get to my healthcare appointment. Will Hope Air reimburse me?

Unfortunately, we cannot reimburse you for any flight or bus tickets you have purchased.
 

Making a Travel Request

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How do I make a request for a flight?

You can complete a travel request online by clicking here or by calling 1-877-346-HOPE (4673).
 
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When should I make a travel request?

A travel request should be made as a soon as you have a confirmed appointment at the medical facility you need to travel to.
 
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Can someone else make a travel request for me?

Yes, as long as you consent to this person providing your personal information to Hope Air on your behalf.
 
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What information do I need to make a travel request?

  • The date and time of a confirmed appointment at a medical facility.
  • Your referring doctor’s contact information.
  • The contact information of the doctor you are travelling to see for your appointment.
  • Government-issued photo ID for all travellers.
  • Your full name as it appears on your government-issued ID. If you are travelling with an escort, you will also need your escort’s full name as it appears on their government-issued ID.
  • The dates you need to depart and return for your appointment.
  • Information on the incomes of all members of your household to determine your eligibility. This includes income from employment, federal and provincial assistance, and income from other sources. You are not required to submit documentation when you make your travel request, however, once a travel request is made Hope Air may ask you to provide documentation of your household income for eligibility verification.
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What happens after I submit a travel request?

Once a request has been approved, Hope Air will confirm with your referring doctor that you are medically fit to fly and whether or not you medically require an escort. We will also contact your appointment doctor to confirm your appointment(s). To avoid any delays in receiving your referring and appointment doctor confirmations, we advise that you have their offices call us with medical clearance. Please review our privacy policy regarding the sharing of medical information with Hope Air for these purposes.
 
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How long does it take to process a flight request?

We make every effort to process your request quickly, however we do contact your referring doctor and your appointment doctor for confirmation of your appointment and that you are medically fit to fly – this can take time. You will receive automated emails from Hope Air as we process your request to keep you updated on what stage we are at in processing your application.
 
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My appointment is coming up and I have not received any flight details yet – should I make alternate arrangements?

Please call Hope Air to check on the status of your application. We try to process applications quickly, and to keep you informed of where your application is in the process. It is best to have a backup method of transportation in case Hope Air is unable to assist you.
 
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My medical appointment has been changed or cancelled.

Please call Hope Air immediately when your appointment has been changed or cancelled. We understand that changes to your appointment are often beyond your control. If your travel request is not yet complete and you have not received your flight details as yet, it is a simple modification.
 
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What do I have to do if I need to bring oxygen on my flight?

When making a travel request, please inform Hope Air that you need oxygen on your flight. 
Once we have booked your flight, you must call the airline to inquire about their requirements for carrying oxygen on the aircraft, and whether you have to purchase it from the airline or if you can bring your own.  Hope Air is not able to provide any information for oxygen requirements for specific airlines.
 
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What do I have to do if I have a wheelchair or other special needs?

Please inform Hope Air about wheelchairs or other special needs when making your travel request. Hope Air will notify the airline when booking your flight – there is no need for you to contact the airline about wheelchairs or other assistive devices.
 
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Does Hope Air pay for my luggage fees?

You may be required to pay fees for any checked luggage. Please contact the airline after you have received your flight details for more information.
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Can I choose where I sit on the plane?

After you have received your flight details, you can call the airline if you would like to request a specific seat; however any fees associated with your seat selection fall to you. You can also choose your seat for free once check-in for your flight becomes available, 24 hours before your flight takes off.
 
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What is the Volunteer Pilot Program?

Hope Air has a Volunteer Pilot Program (VPP) in which private pilots, approved by Hope Air, fly patients in small private planes rather than on commercial flights. You may indicate on your travel request form if you are interested in a VPP flight.

Please note there is limited space for luggage and no bathroom on volunteer pilot planes. Passengers will be required to climb into the plane – please ensure patient/escort mobility.
 

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What is a Northern Health Travel Grant (NHTG), and am I eligible?

If you are a resident of Northern Ontario in the districts of Algoma, Cochrane, Kenora, Manitoulin, Nipissing, Parry Sound, Rainy River, Sudbury, Thunder Bay, or Timiskaming, you may qualify for a Northern Health Travel Grant.

NHTG-eligible patients who receive flights through Hope Air will be required to submit a completed NHTG application form back to Hope Air. Please note that NHTG eligibility has no bearing on the approval outcome of your travel request.

For more detailed information and to see if you are eligible, please visit the Ontario Ministry of Health and Long-Term Care website by clicking here.
 

After Your Travel Request is Complete and Your Flights are Booked

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I need to change my flights.

Please alert Hope Air immediately if you need to change your flights. All flight changes must be made through Hope Air and not the airline. Unfortunately, we are only able to make changes to flights to accommodate unexpected changes to your medical appointment (for example, if your appointment has been changed, extended, or cancelled). All changes to medical appointments must be verified by Hope Air with the medical facility before any changes to flights can be made.
 
Hope Air is a charity that uses monetary donations to purchase your flight and we are not exempt from change/cancellation fees and fare increases from airlines. Please note: Hope Air is not able to pay for or reimburse any fees for changes to flights that you make yourself with an airline.
 
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I need to cancel my flights.

Please alert Hope Air immediately if you need to cancel your flights. All flight cancellations must be made through Hope Air and not the airline. 
 
Hope Air is a charity that uses monetary donations to purchase your flight and we are not exempt from change/cancellation fees and fare increases from airlines.  If you do not appear for your flight and do not alert Hope Air that you will not be taking your flight, the funds used to purchase your ticket are lost and cannot be recovered.
 
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My appointment has finished earlier than expected. Can I make a same day change to my flight?

Unfortunately, we cannot make same day flight changes. We suggest you go to the airport and ask the airline if there are seats available on an earlier flight that you can be placed on. Please note: Hope Air is not able to pay for the costs of any such flight changes.  
 
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What happens if my escort needs to fly home early and cannot stay with me until the end of my appointment(s)?

Please inform Hope Air immediately if your escort cannot complete the journey.
 
However, Hope Air cannot arrange any flights for escorts flying without the patient. The escort will need to make their own return travel arrangements. If the escort’s flights have already been booked, we will change the reservation for the escort’s return flight.
 
If it was deemed medically necessary by your doctor for you to fly with an escort, you will need to find a replacement escort to return home with you.  Hope Air is only able to provide a free flight to the escort when they are travelling with you – we cannot provide a flight for an escort to travel to you.
 
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If I need to travel to another appointment can I use your services again?

Yes, you can make a new request online by filling out the request form or by calling us at 1-877-346-4673. 
 

PEI Bridge & Ferry Passes

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What is the PEI Bridge Toll Program?

Beginning December 1, 2016, Hope Air, in cooperation with Health PEI, will subsidize the cost of a Confederation Bridge toll pass for eligible PEI residents (with a valid PEI Health Card) requiring out-of-province transport by private vehicle for medical services in another province.
 
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What are your eligibility criteria for receiving a free bridge toll pass?

To be eligible to receive a free Confederation Bridge toll pass, you must:
  • Have financial need.
  • Have a confirmed healthcare appointment that is covered by your provincial healthcare plan.
  • Have received a letter from Health PEI confirming that you require out-of-province medical care.  Please see your health provider for information on obtaining this letter.
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What is the process to obtain a Confederation Bridge toll pass?

Complete the Travel Request form online, indicating in the relevant section that this request is for a bridge toll pass.  When your request has been approved, Hope Air will send you a bridge toll pass that is valid for one round trip to the email address provided in your application.