Accessibility and Mobility

We’re committed to helping passengers who need extra assistance. Although we will do our best to assist you if we have little notice of your needs, advising us at least 48 hours prior to your flight will help us make sure the necessary services are available.

Here’s how we can assist:

  • Help with check-in
  • Help getting to the boarding area
  • Assistance with boarding and getting off the plane
  • Help with storing and retrieving carry-on and checked luggage
  • Assistance moving to and from the lavatory
  • Help getting to the public area or connecting with another airline’s representative
  • Assistance transferring between mobility aids and your seat
  • Checking in during the flight to see if you need anything
  • Briefing you and your attendant (if applicable) on emergency procedures and the cabin layout

We’re here to make your journey as comfortable as possible! To arrange assistance, reach out to our reservations team at 1.800.661.0407 (toll-free in North America) or (867) 668.2228.

Checking in

To ensure that we have as much opportunity as possible to best serve your needs, please arrive at the airport at least 30 minutes prior to the recommended check-in time.

  • Dawson City, Inuvik, Old Crow departures: 1.5 hours prior to scheduled departure time
  • From all other destinations: 2 hours prior to scheduled departure time

If you are uncertain, please contact our reservations or customer service teams to verify.

If you are travelling with a mobility aid that has removable pieces, we strongly encourage you to pack these in your checked baggage so that there is no risk of lost pieces during transit.

Arriving at the gate

Once you’ve checked in, we encourage you to head to the gate as soon as possible. This gives us plenty of time to assist you with your mobility device if you’re travelling with one.

To help us make your trip smoother, we kindly ask that you:

  • Bring any instructions or special handling details that could assist us with disassembling and reassembling your mobility aid.
  • Pack any specialized tools you usually use for this process.
  • If your mobility aid has spillable batteries, you’ll need to remove and package them yourself if we need to tilt the device during loading or stowing. Please note, policies for spillable batteries can vary by airline. If you’re connecting to another carrier, we recommend checking their specific guidelines.

Passengers requiring assistance will be invited to board the aircraft first.

Disembarking from the flight

As a matter of standard procedure, we ask that passengers who require extra assistance wait until all others have disembarked. This allows our crew and passenger service agents to have the most room to assist passengers with wheelchairs and carry-on baggage.

If your assistive device had to be disassembled prior to boarding, we will re-assemble it or provide an airport wheelchair if you need assistance to reach the baggage claim area. We can also assist with transferring you to another carrier or to other ground transportation at the airport.

Mobility Aids 

Please let us know ahead of your travel date so we can be fully prepared to assist you. We’re happy to help during check-in, boarding, and when getting off the plane.

Small assistive devices

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

If your device can’t be safely stowed on board, we will be happy to transport it as part of your checked baggage free of charge. If you require the mobility aid to travel through security and on to the gate, our passenger services agent can check your item at the gate and ensure that it will be waiting for you when you disembark.

Manual wheelchairs

Please advise us in advance if you are travelling with your own wheelchair. Although there is no additional process required for us to carry it, it will allow us to be prepared to assist you.

Size and weight restrictions for powered mobility aids and assistive devices

We are not able to accommodate some battery-powered wheelchairs or scooters due to space limitations on our aircraft or, in some cases, due to the battery type.

We can accommodate:

  • Maximum dimensions of 103 cm x 75 cm x 77 cm (40.5 in x 29.5 in x 30.5 in)
  • Maximum weight of 180 kg (400 lb)

Please advise our reservations team if you will be bringing a powered mobility aid or assistive device so that they can add that information to your booking and confirm that we are able to accept it.

Onboard wheelchair

With a minimum of 48 hours’ notice, we are able to provide an on-board wheelchair to assist you between your seat and the lavatory. Please contact our reservations team to advise us if you will require the wheelchair.

For passengers travelling between the United States and Canada

We comply with both Canadian and U.S. laws and regulations on any transborder services. Under U.S. law, accessibility regulations for air travel are found in the U.S. 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 U.S. Department of Transportation no later than 6 months after the date of the incident by either:

  1. Visit the U.S. Department of Transportation's Aviation Consumer Protection Division and select “File a Consumer Complaint”
  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 which forms the basis of the complaint to ensure that the US Department of Transportation will investigate the matter.
Where possible, we are committed to the harmonization of Canadian and US Regulations to the highest standard published and in force between the two countries.