Accessibility

Please let us know of any special requirements you may have in advance of your travel date so that we are best prepared to accommodate your needs.

We are able to offer assistance during the check-in process, as well as with boarding and disembarking the aircraft.

We will carry the following mobility aids at no cost to the passenger:

• Wheelchairs
• Walkers, canes, crutches and braces
• Communication devices
• Prosthesis or medical device

Please note that we may not be able to accommodate some battery-powered wheelchairs or scooters due to space limitations on some aircraft. Our reservations team will be able to provide you with more information at the time of booking.

Medical Oxygen Cylinders

Oxygen in refrigerated liquid form is forbidden for air transport at all times. Oxygen in gaseous form may be transported by air if in compliance with the packaging, marking, documentation and handling requirements specified in the TDGRs and the ICAO TIs.

We may transport oxygen in gaseous form for medical use by a passenger under specified exemptions:

• In Canada and on board Canadian registered aircraft outside Canada, under section 1.27 of the TDGRs.
• Passengers on flights to/from the US will not be permitted to use their own oxygen cylinders on board. 
• Additional medical oxygen cylinders, required by the passenger at their destination or for the return flight, should be transported as checked baggage in the cargo area only and in accordance with the restrictions and limitations of the TDGRs.
• Regulators on oxygen cylinders are not to be changed on board the aircraft. Hence each cylinder will require its own regulator

Passengers requiring the use of medical oxygen cylinders should be requested to provide documentation signed by a licensed physician or other licensed health professional such as a respiratory therapist that indicates the maximum flow rate, maximum quantity of oxygen per hour and the maximum quantity of oxygen required for the flight(s).

Portable Oxygen Concentrators

A portable oxygen concentrator (or POC) is used to provide oxygen therapy to patients at substantially higher oxygen concentrations than the levels of ambient air. It is similar to a home oxygen concentrator, but is smaller in size and more mobile. The POC makes it easy for patients to travel freely; they are small enough to fit in a car and most of the major concentrators are now Federal Aviation Administration approved. Please note, when carrying-on a POC for in-flight use, it counts towards your carry-on baggage allowance.

Further information, as well as the most up-to-date list of oxygen concentrators, may be found on Transport Canada’s website.

Portable Oxygen Concentrator Form

In order to bring a POC on-board the aircraft, a portable oxygen concentrator form must be filled out by your physician for presentation at the time of check-in, as well as to a flight attendant when requested on-board the aircraft. The form is valid for one year from the date of signing by the physician.

Services for Passengers with Disabilities 

Air North will ensure that services are provided to Persons with Disabilities when a request for such services is made at least 48 hours prior to departure and will make reasonable efforts to accommodate requests not made within this time limit. Services to be provided upon request will include:

• Assisting with registration at the check-in counter;
• Assisting in proceeding to the Boarding Area;
• Assisting in boarding and deplaning;
• Assisting in stowing and retrieving carry-on baggage and retrieving checked baggage; Assisting in moving to and from an aircraft lavatory;
• Assisting in proceeding to the general public area or, in some cases, to a representative of another carrier;
• Transferring a person between the person’s own mobility aid and a mobility aid provided by the Carrier;
• Transferring a person between a mobility aid and the person’s passenger seat;
• Inquiring periodically during a flight about a person’s needs; and
• Briefing individual Passengers with disabilities and their Attendant on emergency procedures and the layout of the cabin.

Travelling with an Attendant/Safety Assistant

If a Passenger requires an Attendant, a seat may be booked for the Attendant at a 50% discount based upon availability of seats. The Passenger will require a physician’s note indicating that an Attendant is required, and the booking will need to be made through our call centre at least 48-hours prior to departure. We may require that an Attendant accompany a Passenger with a Disability as a condition of providing transportation if the Passenger is not able to care for all their physical needs during the Flight and requires special or unusual attention beyond that afforded to the general public.

Air North may also require that an Attendant accompany a Passenger with a disability as a condition of providing transportation if its determined that an Attendant is essential for safety in the following circumstances:

• When the Passenger, because of a mental or cognitive disability, is unable to comprehend or respond to safety related instructions;

• When the Passenger has impairments, which affect both the Passenger’s hearing and vision with such severity that the Passenger is not able to establish a means of communication with the Carrier’s personnel sufficient to receive, assimilate and respond to safety related instructions;

• When the Passenger has mobility impairment as severe as to be unable to assist in their own evacuation or don an oxygen mask in the case of a decompression.

In circumstances where an Attendant is required by reason of the provisions of this Rule 71 in our Domestic Tariff, we will not charge a Fare for the seat occupied by the Attendant. In circumstances where a Passenger requires extra seating to accommodate the Passenger’s disability, the Carrier will charge a Fare for only one seat, regardless of the number of seats required to accommodate the person’s disability.

Transborder Flying for Passengers with Disabilities

When flying to or from the United States, in addition to Canadian Legislation, Air North is required to comply with US Laws and Regulations.  Accessibility regulations for air travel are found in the US Code of Federal regulations, Part 382 (14CFR382).

Any person believing that Air North has violated any provision of this part may seek assistance or file an informal complaint at the US Department of Transportation no later than 6 months after the date of the incident by either:

1. Visit Department's Aviation Consumer Protection Division and select “Air Travel Problems and Complaints,”
2. By Phone:

• From within the US – call the hotline at:
  • 1-800-778-4838 (voice)
  • 1-800-455-9880 (Hearing Impaired - TTY)
• From outside the US – call the Aviation Consumer Protection Division at:
  • 202-366-2220 (voice)
  • 202-366-0511 (Hearing Impaired - TTY)

3. Writing to Department of Transportation:

• Aviation Consumer Protection Division (C-75), 1200 New Jersey Avenue, SE., Washington, DC 20590.

Any person believing that a carrier has violated any provision of this part may also file a formal complaint under the applicable procedures of 14 CFR Part 302.  A formal complaint under this part must be filed within six months of the incident on which the complaint is based in order to ensure that the US Department of Transportation will investigate the matter.

Where possible, Air North is committed to the harmonization of Canadian and US Regulations to the highest standard published and in force between the two countries.

Our Accessibility Plan

• Accessibility Plan - Progress Report, June 2024 (PDF)
• Accessibility Plan - June 2023 (PDF)

Feedback

Air North, Yukon’s Airline holds true that all people deserve to be treated with dignity and respect. As part of that, we take our commitment seriously to improve the accessibility of our services, operations, policies, and communications to make life better for our customers and employees.

We welcome feedback from our passengers, employees, shareholders and anyone who has experience with areas where we can improve our services and remove barriers to accessibility.

You can reach out to our team directly via the contact information below, or fill out our form here.

How to get in touch

This process is important to us, as is hearing from you if you have any comments, experiences, or thoughts that you wish to share that will help us as we work to improve our services and supports for customers and employees with disabilities. You can reach out to our team directly via the contact information below, or fill out our form here.

Our accessibility team, led by our Chief Operating Officer, is responsible for receiving feedback on behalf of Air North. They may be contacted by email, phone, or mail.

• By email at accessibility@flyairnorth.com

• By phone at 1.800.661.0407 extension 1 (toll-free in North America) or (867) 668.2228 extension 1 to speak to our reservations or customer service teams

• By mail
  Accessibility Team, Attention: Chief Operating Officer
  Air North, Yukon's Airline
  150 Condor Road
  Whitehorse, Yukon
  Y1A 0M7

If you get in touch via email or mail, or if you leave a message by phone, we will use the same communication format to acknowledge your message.

You are welcome to provide your feedback, comments or experience anonymously if you wish. If that is the case, please do not provide your name or any other identifying information. If you are contacting us by mail, do not include a return mailing address on the envelope.

Air North can provide the following alternative formats of this plan upon request:

• print
• large print
• braille
• audio format, or
• an electronic format that is compatible with adaptive technology that is intended to assist persons with disabilities.

You can request alternative formats of this plan, and a description of our feedback process by contacting us at accessibility@flyairnorth.com.

Feedback Process

Feedback received by our accessibility team, whether through the mentioned channels or reported by staff based on customer input, will be reviewed under the supervision of our Chief Operating Officer. The team will assess the comments and information, then assign tasks to the relevant departments for follow-up with a specified completion date.

All feedback will be documented, including the date, the means by which it was received, the contact information if provided, the involved departments, and the follow-up actions taken. We will contact the person who originally provided the feedback as necessary (and if desired) to inform them of any actions taken. Additionally, feedback will be reviewed periodically to identify any trends or patterns. The frequency of these reviews will depend on the volume of feedback received. Feedback will be incorporated into future progress reports and updated plans.