Care First

At Air North, we will always put your care first.

Our Care First program focuses on how we are keeping you safe and comfortable throughout every step of your journey. Our team is constantly working on new ways to enhance your experience from the moment you book a trip with us, as the safety of our passengers, crew and communities will always be at the heart of everything we do.

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Checking In


In an effort to make your journey more convenient, we have restored online check in. To comply with Government of Canada regulations regarding the carriage of passengers, there will some additional steps to complete, for complete details click here.

  • Physical Distancing: Markers have been placed on the floor at the airport terminals to facilitate physical distancing of 6 feet or 2 meters apart.
  • Mandatory Face Coverings: All passengers are required to wear a removable, non-medical mask or face covering that covers their mouth and nose while inside any airport buildings and aircraft. ​​​​​Non-medical masks or face coverings should not be worn under the following circumstances:
    • Children under two years of age;
    • A passenger with breathing difficulties unrelated to COVID-19; 
    • A passenger who is unconscious; 
    • A person who is unable to remove their face mask without assistance; 
    • During the flight, when the safety of the person could be endangered by wearing a face covering; or when the person is eating, drinking or taking oral medications; or when a crew member authorizes the removal of a  face mask in case of special needs or unforeseen circumstances. 
  • Sanitization: Our passenger service agents wear gloves and washable, made-in-Yukon protective masks. For the safety of everyone, all frequently touched areas such as check-in counters are cleaned and sanitized after each flight.
  • Minimizing Points of Contact: Plexiglass barriers have been installed at check-in counters in Whitehorse, Vancouver, Victoria, Kelowna, Old Crow and Inuvik to limit contact between passengers and agents. Passengers are asked to hold up their ID for verification rather than passing to the agent
  • Health Screening: Air operators, including Air North, are required to observe and do a health check of all air travellers before they board the aircraft as per Transport Canada. The health check has been approved by the Public Health Agency of Canada. A passenger who provides a medical certificate confirming that any symptoms they are exhibiting are not related to COVID-19 is exempt from these health questions.
  • Temperature Screening: All Air North passengers will have their temperature taken prior to boarding the aircraft. Beginning July 30, 2020 the Canadian Aviation Security Agency (CATSA) will administrate the taking of temperatures before passengers are allowed to proceed through security at Vancouver International Airport. At all other airports, temperature screening will be conducted by Air North staff during the check in process. If a passenger’s temperature reads below 38°C (100.4°F), they will be permitted to travel. If a passenger’s temperature reads 38°C (100.4°F) or higher, they will be asked the health screening questionnaire again. The passenger will be asked sit down for 10 minutes before returning to the counter for a second temperature screening. If their temperature reads 38°C (100.4°F) or higher for the second time, they will be asked to obtain a note of medical clearance prior to travel and will be able to rebook their flight at no charge. 

In the event that the air operator observes that the passenger should be denied boarding, they are required to refuse to board the person for travel for a period of 14 days or until a medical certificate is presented that confirms that the symptoms that the person is exhibiting are not related to COVID-19.

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At the boarding gate passengers will be asked to step back to an appropriate distance and remove their face covering for identity verification. After the verification is complete, the passenger must re-cover their mouth and nose before collecting their documents. 

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  • Electrostatic Disinfectant Sprayers: For every through flight, all surfaces are disinfected by the use of an industrial electrostatic sprayer which distributes high-quality, hospital-grade disinfectant cleaners throughout the cabin.  
  • Onboard Air Filtration: Our Boeing 737 jets are equipped with HEPA air filters, capable of capturing over 99% of microbes and bacteria in the air.
  • Sanitization: For every through flight, high touch surfaces including seats, seatbelts, armrests, passenger service units, cabin windows, tray tables, overhead bins, galleys and lavatories are cleaned with a hospital-grade disinfectant product.
  • Face Coverings: For the safety of all passengers and crew, everyone is required to wear protective face coverings.
  • Minimizing Points of Contact: Our standard in-flight meal and beverage service has been modified to provide passengers with water and their choice of pre-packaged snack. We have also removed pillows, blankets, and reading materials temporarily. 
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Booking Policies

Bookings Prior to 30 April 2022: Air North will waive all change and cancellation fees. This goodwill policy is subject to the following conditions:

  • Applicable to all routes
  • Modifications to itineraries must be made at least 24 hours prior to scheduled departure
  • New bookings are subject to availability
  • Fare difference applies if the new booking is at a higher fare than the original fare purchased
  • No refund will be given if the new fare is lower than the original fare purchased


  • All cancellations will be processed as customer credit for future travel
  • Credit will be valid for future flights with a scheduled departure within two years of the original travel date on the cancelled itinerary

If you booked directly with Air North through our call centre or on, you may use the online Manage My Booking tool or contact us toll-free at 1.800.661.0407 ext. 1 or (867) 668.2228 ext 1.

If you booked with a travel agent or online travel agency, please contact the agency directly to manage your booking.

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Medical Form

Passengers must present a medical form from a physician authorizing them to travel under the following circumstances: 

  • If a passenger exemplifies COVID-19 like symptoms due to pre-existing health issues that are not related to COVID-19 
  • If a passenger is unable to wear a face covering due to pre-existing health issues 

This form must be signed and presented to a member of our staff during the check in process and at the time of boarding. Passengers who refuse to wear a mask or are exemplifying COVID-19 like symptoms without a medical form from their physician will be denied boarding.

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Practicing good hygiene is an essential and effective part of preventing the spread of COVID-19. The following measures can help to protect yourself and others from getting sick:

  1. Maintain physical distancing - keep 6 feet, or 2 metres, away from everyone who’s not a member of your bubble.
  2. Wash your hands frequently with soap and water or use hand sanitizer with at least 60% alcohol.
  3. Stay home if you’re feeling sick.

For travellers entering or returning to the Yukon:

  1. Self-isolate for 14-days.
  2. Don’t gather in groups of more than 10 people indoors or 50 outdoors and remember to keep 2 metres (6 feet) apart
  3. Limit travel to rural communities and be respectful when you’re there.