Arctic fresh logo

The safety

of our passengers is important to us.

In compliance with Transport Canada's recommendations Arctic Fresh Inc. has implemented preventive measures to minimize the risks to our passengers and our team.

Rest assured that all our employees wear face coverings and gloves (when possible) to minimize any risk to our passengers. We rely on you to also wear face coverings at all stages of the process. In addition, we encourage our customers to keep a safe distance from other passengers.

Our team is working hard to ensure that the quality of our services meets our new standards.

In-flight procedure

Before you fly

We expect you to be in good health when you arrive at the airport. Find out more about common Covid symptoms.

In addition you should have a comfortable face covering with you.. It is mandatory at the airport and on the plane. If you do not have one, a face covering can be given to you upon arrival at our counter, when possible.

Check-in
  • Our check-in counter is thoroughly cleaned and disinfected regularly throughout the day.
    Our service area is wiped down with disinfectant wipes between each customer (whenever possible).
  • Hand sanitizer dispensers have been made available around our check-in counters.
  • All passengers must fill out a brief health questionnaire upon check-in or boarding.
  • A contactless thermometer is used to take your temperature during check-in or boarding.
  • To avoid handling, we ask that you place your suitcase on the baggage counter.
  • All our employees wear face coverings and gloves.
  • Our passengers must wear face coverings at all stages of the process.
Boarding
  • Our boarding desk is thoroughly cleaned and disinfected regularly throughout the day.
  • We also ask that our passengers maintain a safe distance between customers when boarding.
  • All passengers must fill out a brief health questionnaire upon check-in or boarding.
  • A contactless thermometer is used to take your temperature during check-in or boarding.
  • All our employees wear face coverings and gloves.
  • Our passengers must wear face coverings at all stages of the process.
Aircraft
  • Our aircraft are thoroughly cleaned for your safety (Click here to see our aircraft disinfection technique. )
  • All our employees wear face coverings and gloves.
  • Our passengers are required to wear face coverings throughout the flight except for eating and drinking or in the event of an emergency where oxygen masks are deployed.
  • The co-pilot also communicates these procedures during the pre-flight safety briefing before takeoff.
Deplaining

The deplaning process is very similar to the boarding process. To minimize passenger contact, we encourage passengers to exit the aircraft in order of proximity to the exit doors.

Aircraft cleanliness

Our products

We have also added 2 types of disinfectants (spray & wipes) for seats, armrests, headrests, belt buckles, lavatory, and baggage compartments.

Every night

We thoroughly disinfect our aircraft to ensure the highest level of cleanliness, which includes:

  • Belt buckles
  • Seat controls
  • Armrests
  • Cabin windows and shutters
  • Baggage compartments
  • Seat pockets
  • Seats and headrests
  • Cockpit
  • Ceilings and side panels
  • All lighting and ventilation controls
Between each flight

For your safety, we use a hospital grade disinfectant to clean :

  • Belt buckles
  • Armrests
  • Seat pockets
  • Seats and headrests
  • All lighting and ventilation controls

FAQ

What should I do if I don’t feel well?

As a protection measure for all passengers, our employees have been trained on the different protocols for handling in-flight situations, including COVID-19 symptoms. During the flight, depending on the critical level of the situation, our team will be able to directly contact medical authorities who can advise them and welcome them at their landing point.

Therefore we urge you to inform our crew of any discomfort you are experiencing as soon as you become aware of it.

What happens if someone is ill on the plane?

In the event that a passenger has been diagnosed as carrying the virus on one of Panorama’s flights, we will begin a thorough analysis process that will be presented to the health authorities who will inform the passengers. An extensive disinfection protocol for the affected aircraft would then be initiated.

What are the cleaning procedures for the cabin?

We have added 2 types of disinfectants (spray & wipes) for seats, armrests and headrests, belt buckles, lavatory and baggage compartments.

Several practices have been implemented to maintain the cleanliness of our aircrafts:

For your safety, we use a hospital grade disinfectant between each flight to clean:

  • Belt buckles
  • Armrests
  • Seat pockets
  • Seats and headrests
  • All lighting and ventilation controls

In addition, every night we thoroughly disinfect the entire aircraft, which includes:

  • Belt buckles
  • Seat controls
  • Armrests
  • Portholes and shutters
  • Baggage compartments
  • Seat pockets
  • Seats and headrests
  • Cockpit
  • Ceilings and side panels
  • All lighting and ventilation controls
What are the official standards for face coverings?

As per Government of Canada requirements, we ask that all passengers wear a non-medical mask or face covering (see acceptable substitutes here) upon arrival at the airport and maintain it throughout the entire process.

You are expected to bring a comfortable face covering, which will be required at the airport and on the plane. If you do not have one, we will provide you with one upon your arrival at our counter.

The Government of Canada requires all passengers to carry a non-medical mask or face covering that can be removed and is large enough to cover their mouth and nose while in Canadian airports and on board an aircraft. Passengers must confirm at check-in that they have the required non-medical mask or face covering. At a minimum, passengers must wear the non-medical mask or face covering:

  • at airport screening checkpoints;
  • During the flight, when they are unable to maintain physical separation, including when they are within two metres of another person, except a relative or occupant of their private residence
  • as directed by a representative of the air operator or an officer of the Canadian Air Transport Security Authority, the Canada Border Services Agency or a Canadian public health agency.

Transport Canada contends that despite our physical distancing efforts, there are still points in the journey where passengers cannot maintain a physical distance of two metres. Consequently, all passengers are required to have a removable face covering or mask available for use when requested by a CATSA officer at airport screening checkpoints, when boarding, deplaning or on board when requested by a representative of the air operator. Passengers must be prepared to cover their mouths and noses during travel, particularly when a physical separation of two metres is impossible.

Passengers must wear the mask or face covering in the check-in and boarding areas. Naturally, it will be necessary to lower it at the different screening checkpoints when verifying photo identification.

All passengers who are unable to wear a face covering must contact Arctic Fresh and provide a medical certificate.

Can you deny boarding?

If your provincial, territorial, or local health authority requires you to quarantine yourself, you will not be denied boarding.

In the event that you are denied boarding, you will need to contact your travel agency to change your reservation, and then wait 14 days, or obtain medical clearance, before travelling.

Is it mandatory to fill out the health questionnaire and take the temperature test before a flight?

In compliance with Transport Canada regulations, we ask all our passengers to complete a brief health questionnaire at the time of check-in or boarding. Passengers are asked to answer honestly as fraudulent responses could result in a fine upwards of $5,000.

Listed below are the five questions the passengers will be asked:

  1. Do you have a fever and a cough?
  2. Do you have a fever and difficulty breathing?
  3. In the past 14 days, were you denied boarding due to a medical reason related to COVID-19?
  4. Have you been placed under mandatory quarantine, either as the result of a recent trip or by order of a provincial, territorial or local health agency?
  5. Do you have a mask or tissue for covering your mouth and nose?

During this time, we check the temperature of all our passengers over 2 years of age with a contactless infrared thermometer.

This is an additional screening tool that we use to check for fever (above 38°C), a symptom commonly associated with COVID-19. For consistency, our thermometers are regularly tested and calibrated.

In the case of a medical condition with similar symptoms to COVID-19 (such as fever), a doctor’s note or medical certificate will be required. After further investigation, a passenger with symptoms of the virus who is unable to provide a doctor’s note or medical certificate may be denied boarding.