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At Canadian North, the safety and well-being of our passengers, customers and employees is always our number one priority.

With this in mind, we would like to provide an update on the ongoing global response to the Coronavirus (COVID-19) outbreak and the proactive actions our team is taking to safeguard everyone within our care.

Discover our CN Care Program here.

Last updated – Wednesday, July 29, 2020

Temporary flight schedule

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Request for customers to wear face coverings when visiting any of our cargo facilities and airport counters

In order to help prevent the spread of COVID-19 within the communities we serve, we are asking our customers to wear a face covering whenever they visit any of our Canadian North Cargo facilities. This supports current public health directives in Ottawa and Québec, and will ensure we are providing the same precautions in all of our locations.  

We also encourage our customers to wear face coverings at our airport ticketing and check-in counters.

Thank you for helping us to safeguard the health of everyone we serve. To learn more about the many precautions we have implemented, please visit www.canadiannorth.com/cn-care-program

New Government of Canada Temperature Screening Requirements for Domestic and Outbound Flights

As of Thursday, July 30, 2020, Canadian Air Transport Security Authority screening officers will conduct temperature checks as part of departure screening procedures for all passengers departing from Calgary, Montréal, Toronto and Vancouver airports.

Over the course of the summer until September 30, 2020, temperature checks will be extended to all passengers departing from Edmonton, Halifax, Kelowna, Ottawa, Québec City, Regina, Saskatoon, St. John’s, Toronto – Billy Bishop, Victoria and Winnipeg airports.

For more information, please click here

Update to our Goodwill Policy

We have updated our Goodwill Policy for customers whose travel has been affected by COVID-19, effective July 23, 2020. Please see here for complete details.

Update on travel between NWT and Nunavut. (Approval letters are still required)

In separate, recent announcements the Government of the Northwest Territories (GNWT) and the Government of Nunavut have announced that they will allow residents of both territories to move between the two territories without being subject to 14-day isolation periods.

Please note that these announcements do not change the requirement to present travel approval letters when entering Nunavut. Travellers must send an email to: cphotravelrequests@gov.nu.ca and complete and sign the Nunavut and NWT Travellers Declaration form. This also applies for Nunavummiut who wish to return home after their stay in the NWT.

For full details please visit the GN website here, the GNWT website here, or if you have any questions about your upcoming travel, please contact us at 1.800.267.1247 or contact@canadiannorth.com. Thank you for your patience and for helping to prevent the spread of COVID-19 within the communities we serve

We’ve extended your Aurora Concierge benefits for an additional year

We recognize that due to the current COVID-19 crisis, we have not had the pleasure of seeing you onboard our flights as much as we would like. This does not diminish our appreciation to you for your past loyalty and support.

In reflection of this, we have chosen to extend your Aurora Concierge benefits member status period for an additional year. You will continue to be eligible for all applicable benefits until March 31, 2022. Please hold onto your Aurora Concierge card and continue to bring it with you when you travel.

We will continue to do everything we can to maintain essential air services for everyone who is depending on us and hope we will see you again when you next have the opportunity to travel.

Seat assignment pre-selection and web check-in suspension

The Government of Nunavut has requested that, wherever possible, passengers who have been isolated as part of the its COVID-19 prevention measures are separated from other passengers while travelling. As a result, we have temporarily suspended advance seat selection on all northbound flights from Edmonton and Ottawa, as well as all Nunavut flights departing from Yellowknife and Iqaluit.

If you are booked to travel on one of these affected flights and have already selected your seat, we may need to change it in order to group isolated passengers and separate them from other passengers. You will then be assigned a new seat at check-in or prior to boarding. It will also be important that passengers remain in their assigned seat even if other open seats appear to be available.

In addition we have also temporarily disabled our online check-in feature on our website. This allows us to complete all requirements prior to passengers arriving at the gate as much as possible.

If you have any questions about your upcoming travel, please contact us at 1.800.267.1247 or contact@canadiannorth.com. Thank you for your patience and for helping to prevent the spread of COVID-19 within the communities we serve. 

Government of Canada mandatory face covering requirements for air travellers, beginning Monday, April 20, 2020

As shown here, the Government of Canada is directing that all travellers (with limited exceptions) must have a removable non-medical mask or face covering large enough to cover their mouth and nose during their travel through Canadian airports and in-flight.  This directive will take effect on Monday, April 20, 2020 at 12:00 pm ET.

It is the responsibility of each customer to bring their own proper face covering with them, which will be required to be verified by Canadian North customer service agents during check-in. Canadian North will not be able to supply face coverings to customers.

Customers who do not have mandatory face covering will not be allowed to travel. Please note that these coverings do not need to be medical masks. Any face covering including a scarf or similar item is acceptable.

At a minimum, travellers will be asked to wear the non-medical mask or face covering:

  • at airport screening checkpoints;
  • during the flight when they cannot physically distance from others, including at all times when they are 2 metres or less from another person, except another occupant of the person’s private home; or
  • as directed by an official of the air operator, the Canadian Air Transport Security Authority, a Canada Border Services Agency officer, or a Canadian public health official.

Travellers who are denied boarding due to not having proper face covering will be rebooked onto a future flight with change fees waived.

For full details, including the limited exceptions to this mandatory requirement, please click here.

For a translated version of this information in Inuktitut, Inuvialuktun and Inuinnaqtun, please see here and here.

Temporary  travel restrictions

As shown here, the Nunavik Public Health Director and the Director of Public Security under Nunavik Regional Emergency Preparedness Advisory Committee (NREPAC) have issued a mandatory lockdown order for all Nunavik communities.

This means that regular flights in and out of Nunavik, as well as between communities are cancelled until further notice and have been replaced with charter flights organized with the Nunavik Regional Board of Health and Social Services and the Kativik Regional Government:

  • Flights will operate on Tuesday, Thursday, Saturday and Sunday.
  • People looking to travel should contact CovidTravel@krg.ca.
  • All flights will depart from the Air Inuit FBO Terminal in Montreal, located at: 6005, boul. de la Côte-Vertu, Montréal, Québec H4S 0B1 (map)
  • The limited number of existing passenger bookings between Montréal and Kuujjuaq for the next week have been cancelled and refunds will be issued to affected customers. We will continue to review existing bookings on a weekly basis for the duration of this lockdown order and issue refunds if necessary.
  • There are no changes to our existing Canadian North Cargo drop-off or pick-up locations.

UPDATED MAY 24, 2020 – The Nunavik Regional Board of Health and Social Services (NRBHSS) has established a testing program which will be deployed in phases according to its capacity of resources. Phase 1 will cover health and social services workers as well as persons who received care from a health and social services institution during the 14 days preceding their travel to the North. Passengers identified by the NRBHSS may be required to undergo a test either 48 hours prior to departure or at the airport, and may also be required to continue their quarantine for 14 days after entering Nunavik. For further information, please click here.

Canadian North supports all efforts of public health authorities to prevent the spread of COVID-19. We will work with the Kativik Regional Government, the Nunavik Regional Board of Health and Social Services and the Ungava Tulattavik Health Centre to ensure the continued flow of essential workers and medical travelers, as well as food, mail and other crucial goods and services.

We will continue to provide updates here as further information becomes available.

The Government of Nunavut has issued a travel prohibition order that is effective as of Tuesday, March 24, 2020 at 11:59 pm ET. Only Nunavut residents and critical workers will be allowed into Nunavut. Residents will have to provide proof of residency to be allowed to fly into the territory.

Approved passengers travelling from Edmonton to Nunavut via Yellowknife will be permitted to travel, but will be quarantined in a special area of Yellowknife Airport while they await their connection.

Please see below for further details on this travel prohibition, under the heading ‘Current Public Health Orders, Advisories and Recommendations Related to Air Travel’.

Effective Saturday, March 21, 2020, all travel into the Northwest Territories (by air, land, and port) is prohibited, with limited exceptions. Furthermore, those returning to the territory will be ordered to self-isolate for 14 days in Yellowknife, Fort Smith, Hay River, or Inuvik.

The Chief Public Health Officer of the Northwest Territories requests that all passengers travelling from Yellowknife to any other community within the Northwest Territories wear masks while onboard the aircraft. With the exception of infants under 2 years of age, anyone who has trouble breathing or is otherwise unable to remove the mask without assistance. Masks will be supplied by the Government of the Northwest Territories and distributed by Canadian North Customer Service Agents to our passengers departing Yellowknife, at check-in and at the boarding gate. (Updated April 13) 

Approved passengers travelling from Edmonton to Nunavut via Yellowknife will be permitted to travel, but will be quarantined in a special area of Yellowknife Airport while they await their connection.

Please see below for further details on these travel restrictions, under the heading ‘Current Public Health Orders, Advisories and Recommendations Related to Air Travel’

Reminder of our temporary change and refund policies

Passengers who are booked to fly with us and are affected by our schedule change will be rebooked onto the next available flight and will be notified by email, phone or through their travel agent.

Customers who need to travel on a different date should contact us at 1.800.267.1247 or contact@canadiannorth.com so that we can update their reservation. We will waive change fees for people who are not able to travel on the new dates and must travel on a different date.

If you have any questions about your upcoming travel or cargo shipment, please contact us at 1.800.267.1247 or contact@canadiannorth.com. We are experiencing an increased level of public enquiries to our Customer Contact Centre. We will do our best to answer in a timely manner we appreciate your patience and understanding during this time

If your travel occurs before May 31st, 2020 you may modify or cancel your reservation without a fee, regardless of fare type. For non-refundable fares, the refund will be issued as a travel credit voucher that will be valid for one year from date of issue.

If you have any questions about your upcoming travel, please contact us at 1.800.267.1247 or contact@canadiannorth.com

Current Public Health Orders, Advisories and Recommendations Related to Air Travel

As shown here, the Nunavik Public Health Director and the Director of Public Security under Nunavik Regional Emergency Preparedness Advisory Committee (NREPAC) have issued a mandatory lockdown order for all Nunavik communities.

This means that regular flights in and out of Nunavik, as well as between communities are cancelled until further notice and have been replaced with charter flights organized with the Nunavik Regional Board of Health and Social Services and the Kativik Regional Government:

  • Flights will operate on Tuesday, Thursday, Saturday and Sunday.
  • People looking to travel should contact CovidTravel@krg.ca.
  • All flights will depart from the Air Inuit FBO Terminal in Montreal, located at: 6005, boul. de la Côte-Vertu, Montréal, Québec H4S 0B1 (map)
  • The limited number of existing passenger bookings between Montréal and Kuujjuaq for the next week have been cancelled and refunds will be issued to affected customers. We will continue to review existing bookings on a weekly basis for the duration of this lockdown order and issue refunds if necessary.
  • There are no changes to our existing Canadian North Cargo drop-off or pick-up locations.

UPDATED MAY 24, 2020 – The Nunavik Regional Board of Health and Social Services (NRBHSS) has established a testing program which will be deployed in phases according to its capacity of resources. Phase 1 will cover health and social services workers as well as persons who received care from a health and social services institution during the 14 days preceding their travel to the North. Passengers identified by the NRBHSS may be required to undergo a test either 48 hours prior to departure or at the airport, and may also be required to continue their quarantine for 14 days after entering Nunavik. For further information, please click here.

Canadian North supports all efforts of public health authorities to prevent the spread of COVID-19. We will work with the Kativik Regional Government, the Nunavik Regional Board of Health and Social Services and the Ungava Tulattavik Health Centre to ensure the continued flow of essential workers and medical travelers, as well as food, mail and other crucial goods and services.

We will continue to provide updates here as further information becomes available.

Effective Saturday, March 21, 2020, all travel into the Northwest Territories (by air, land, and port) is prohibited, with limited exceptions. Furthermore, those returning to the territory will be ordered to self-isolate for 14 days in Yellowknife, Fort Smith, Hay River, or Inuvik. Please see here for further details.

The Chief Public Health Officer of the Northwest Territories requests that all air passengers travelling from Yellowknife to any other community within the Northwest Territories wear masks while onboard the aircraft, with the exception of infants under 2 years of age, anyone who has trouble breathing or is otherwise unable to remove the mask without assistance. Masks will be supplied by the Government of the Northwest Territories and distributed by Canadian North Customer Service Agents to our passengers departing Yellowknife, at check-in and at the boarding gate. (Updated April 13)

Canadian North is supportive of all efforts to prevent the spread of COVID-19. For further details on our adherence to this order, please click here.

The Government of Nunavut has issued a travel prohibition order that is effective as of Tuesday, March 24, 2020 at 11:59 pm ET. Only Nunavut residents and critical workers will be allowed into Nunavut. Residents will have to provide proof of residency to be allowed to fly into the territory.

To view the Order to Airlines which lists ID requirements for critical workers exempted from this prohibition and ID requirements for Nunavut permanent residents, please click here.

For further details on this travel prohibition order, please click here.

Please note that the following is a list of acceptable ID for critical workers entering Nunavut:

  • A Transport Canada Restricted Area Identity Card (RAIC)
  • RCMP Identity Card
  • Canadian Armed Forces Identity Card
  • Correction Services of Canada Identity Card

Nunavut Department of Justice, Corrections Division documentation

As shown here, the Government of Canada is directing that all travellers (with limited exceptions) must have a removable non-medical mask or face covering large enough to cover their mouth and nose during their travel through Canadian airports and in-flight. This directive will take effect on Monday, April 20, 2020 at 12:00 pm ET.

It is the responsibility of each customer to bring their own proper face covering with them, which will be required to be verified by Canadian North customer service agents during check-in. Canadian North will not be able to supply face coverings to customers.

Customers who do not have mandatory face covering will not be allowed to travel. Please note that these coverings do not need to be medical masks. Any face covering including a scarf or similar item is acceptable.

At a minimum, travellers will be asked to wear the non-medical mask or face covering:

  • at airport screening checkpoints;
  • during the flight when they cannot physically distance from others, including at all times when they are 2 metres or less from another person, except another occupant of the person’s private home; or
  • as directed by an official of the air operator, the Canadian Air Transport Security Authority, a Canada Border Services Agency officer, or a Canadian public health official.

Travellers who are denied boarding due to not having proper face covering will be rebooked onto a future flight with change fees waived.

For full details, including the limited exceptions to this mandatory requirement, please click here.

For a translated version of this information in Inuktitut, Inuvialuktun and Inuinnaqtun, please see here and here.

In compliance with Transport Canada regulations, to help prevent the spread of Coronavirus (COVID-19), we require all passengers to respond to a heath questionnaire before boarding.

  • If you are displaying COVID-19 symptoms (a fever, a cough and breathing difficulties), or are feeling unwell, you cannot board a flight.
  • If you have a medical condition which presents symptoms similar to those of COVID-19, we urge you to travel with a doctor’s note or medical certificate that states your medical condition to ensure that your travel is not disrupted.
  • If you have been ordered by provincial or territorial government or local public health to self-isolate or quarantine you will be denied boarding and will not be permitted to travel for a 14-day period.
  • We urge passengers to respond truthfully as providing false or misleading information could result in a $5,000 fine under the Aeronautics Act.

If you are denied boarding for a domestic flight, we will rebook you to travel at least 14 days after the original date. To travel earlier, a valid medical certificate stating that you not affected by the COVID-19 virus is required.

Previous Updates

Temporary suspension of meal and snack service on all Canadian North flights

In order to safeguard the well-being of our passengers, employees and the communities we serve by limiting onboard interaction, we have temporarily suspended meal and snack service on all of our flights effective immediately. We will continue to provide bottled water to passengers.

Thank you to everyone for your patience and understanding as we support the efforts of public health authorities to prevent the spread of the COVID-19 virus by encouraging physical distancing wherever we can.

An important message from Chris Avery, President and CEO of Canadian North

For a translated version, please click here. Please note that an Inuvialuktun translation is pending and will also be shared when available.

I would like to update you on Canadian North’s ongoing response to the Coronavirus (COVID-19) outbreak. We fully understand that our customers depend on us in all aspects of their lives and we are dedicating all of our time and resources to maintaining the uninterrupted flow of people and goods throughout our entire network. The safety and well-being of our passengers, employees and the communities we serve is and will always be our number one priority, without exception.

This situation is constantly evolving, so we have a task force and structure in place to implement all necessary precautions and respond quickly to any challenges that arise while maintaining safe operations at all times. Many of the actions we have already taken were communicated last week and are listed on this webpage. We will continue to provide updates here and on our social media channels.

Our current situation

Canadian North and all other airlines are experiencing a sudden and significant decrease in passenger demand. This represents a severe reduction in the revenue that we rely on to operate our business. This is largely due to the following factors and the accompanying unprecedented economic downturn that has emerged over the past several days:

  • Federal, provincial and territorial governments have suspended all non-essential duty travel.
  • Public health authorities are recommending for the public to also avoid all non-essential travel and maintain social distancing practices such as staying home and avoiding large groups.
  • Numerous meetings, conferences and large events such as the Arctic Winter Games and the Nunavut Mining Symposium have been cancelled, with the expectation of more to follow.
  • Some Northern communities (Iqaluit, Cambridge Bay, Coral Harbour and Igloolik) have requested that non-essential travel to their communities be halted because they have fewer healthcare resources available to them and are at higher risk due to lack of infrastructure and overcrowding in many households.

While there is no clear end in sight to these challenges, Canadian North will continue to provide essential passenger and cargo services to the people, communities and organizations we serve, regardless of these circumstances.

We are engaging with Federal and Territorial governments to ensure that they are aware of the severity of this situation and prepared to provide us with the flexibility and support we urgently require. We are confident that they share our concern and that we will be able to depend on their partnership and support.

We are using our essential resources wisely

In order to ensure that we are using our people, aircraft and infrastructure as effectively as possible to serve our customers while supporting the ongoing efforts of public health agencies to contain this outbreak, we will implement temporary schedule changes. This schedule change will be effective as of Wednesday, March 18, 2020.

These changes have been carefully considered and will enable us to maintain the flow of people and essential goods to all communities we serve.

  • In light of the reduced passenger demand, we will shift our priority to freight transportation to maintain current levels of capacity on all routes with the flexibility to increase if required. We will also prepare to prioritize freight service to communities without road connections if necessary.
  • We will maintain minimum passenger service levels for every community within our network (an up-to-date version of our schedule is bookable online at canadiannorth.com):
    • For our trunk routes which include Ottawa-Iqaluit, Edmonton-Yellowknife-Inuvik and Montreal-Kuujjuaq, this means reducing passenger service to one flight per day and removing passenger service on one to three days each week.
    • For smaller community routes, this typically means reducing passenger service from daily to every-other day, except where demand is sufficient to warrant additional capacity.
    • For our trans-territorial route between Yellowknife, Rankin Inlet and Iqaluit, this means reducing passenger service from four times weekly to two times weekly.
  • Our team will engage with all levels of government, Inuit stakeholders and our customers to ensure that we understand their needs and priorities.
  • This schedule change will be in effect for the next seven days; however, we expect to extend this timeline in the near future.
  • Because this is an evolving situation, we expect that we will need to remain extremely flexible over the coming weeks and be prepared to make additional changes. We will continue to monitor our passenger and cargo loads and will make further adjustments as required, just as we normally do, albeit with heightened urgency.

Passengers who are booked to fly with us and are affected by this change have been automatically rebooked onto the next available flight and will be notified by email, phone or through their travel agent. 

Customers who need to travel on a different date should contact us at 1.800.267.1247 or contact@canadiannorth.com so that we can update their reservation. We will waive change fees for people who are not able to travel on the new dates and must travel on a different date.

If you have any questions about your upcoming travel or cargo shipment, please contact us at 1.800.267.1247 or contact@canadiannorth.com. We expect that there will be an increased level of public enquiries to our Customer Contact Centre. We will do our best to address this increase and we appreciate your patience and understanding.

We will all get through this together and emerge stronger and more resilient

We are confident that the steps we are taking will ensure the viability of our business, for the benefit of everyone who depends on us.

We will continue to provide updates as information becomes available.

Thank you as always for booking, flying and shipping with us. We are incredibly proud to serve you and are truly stronger because of your friendship and support.

Chris Avery
President and CEO | Canadian North

Temporary Change, Refund and Cancellation Policies in Response to COVID-19

If your travel occurs before May 31st, 2020 you may modify or cancel your reservation without a fee, regardless of fare type. For non-refundable fares, the refund will be issued as a travel credit voucher that will be valid for one year from date of issue.

To make modifications to your booking, you may contact us at 1-800-267-1247 or via email at contact@canadiannorth.com 

We expect to receive an extremely high call volume during this period of rapid change and thank you for your patience with longer than normal response times. 

Our Proactive Safety Management Processes

As part of our comprehensive safety management program, we have a cross-functional team in place with representation from all parts of our operations to ensure that we are taking all necessary precautions. This includes:

  • Daily monitoring of updates from the World Health Organization, the Public Health Agency of Canada, and the Centers for Disease Control and Prevention (CDC).
  • Revisions to our inflight procedures, which includes the suspension of blanket, pillow and hot towel services, the thorough wiping down of all galley surfaces with antiseptic wipes and the use of sanitary gloves by Flight Attendants when handling garbage and other used items.
  • The temporary suspension of all meal services (only bottled water will be available)
  • The implementation of enhanced aircraft cabin grooming processes, which includes the regular disinfection of commonly-touched surfaces such as tray tables, seat armrests and headrests, seatbelt buckles, overhead lighting and ventilation controls, overhead luggage bin door latches and lavatory door handles and fixtures. We are using Oxivir Wipes on all of our aircraft, an approved disinfectant product that is effective against this virus strain and other pathogens. It contains common ingredients that are safe for humans to handle and be around, and because it is a hydrogen peroxide-based product, it breaks down to water and oxygen after use, limiting its environmental impact.
  • Making additional personal protective equipment (PPE) available to our employees, for them to use at their discretion. 
  • Remove all non-essential material from the seat-back pockets of our aircraft; 
  • Eliminate the exchange of money on board our aircraft; in particular this means that we will be limiting our alcohol service only unpaid items (wine service, special coffee etc); 

Our Facilities and base management teams are taking similar steps to ensure that our customer-facing facilities and offices are thoroughly cleaned with disinfecting solutions each day and our locations are stocked with soap, paper towels and cleaning materials.

  • Providing clear direction to our team members on how to safeguard the health of themselves and others. For example:
    • Washing hands often with soap and water for at least 20 seconds. If soap and water are not available, using an alcohol-based hand sanitizer.
    • Avoiding the touching of eyes, nose, and mouth with unwashed hands.
    • Covering coughs or sneezes with a tissue, then throwing the tissues in the trash. If a tissue is unavailable, coughs or sneezes should be directed the person’s sleeve or elbow.
    • Cleaning and disinfecting frequently touched objects and surfaces.
    • Avoiding direct contact with others who are ill.
    • If ill, staying home from work to rest, avoiding direct contact with others and seeking medical attention if necessary.

To learn more about COVID-19 and ways that you can minimize exposure to yourself and those around you, please visit the Public Health Agency of Canada website.

Managing Onboard Instances

In the event that a passenger becomes ill while onboard our aircraft, our flight crews are trained to quickly assess the situation and provide the appropriate assistance while minimizing exposure to other passengers, just like they would during any other circumstances. Crew members have access to real-time medical support and can request for first responders to meet the aircraft upon arrival while ensuring that public health authorities are immediately informed of the situation.

Maintaining Safe and Reliable Operations

We have taken this opportunity to proactively review our Business Continuity Plan so that we are prepared for any possible developments that would require us to adjust our operations while continuing to maintain the essential flow of passengers and materials to all of our locations. This includes identifying key operational personnel and the coverage that would be required if they were temporarily unavailable, making sure that our administrative team members have the resources required for them to work from home if necessary and ensuring we have contingency plans in place to temporarily adjust our schedule while minimizing the impact on those we serve.

Where can I find more information?

Questions? We’re always here to listen and to help.

We will continue to follow the direction of public health authorities and will provide additional updates here and on our Facebook and Twitter channels if further developments occur. In the meantime, we are always here to listen and to help. If you have any questions about your upcoming travel or shipping, please contact us at 1.800.267.1247 or contact@canadiannorth.com.  

Thank you as always for booking, flying and shipping with us.