Introducing Air Canada CleanCare+

We are introducing an industry-leading program committed to end-to-end health and safety protocols. Using new biosecurity standards and enhancing preventive measures, we are elevating the steps we're taking to keep you safe throughout your travel with us, because we believe in putting safety first, always.

Check-in


Health screening questions and pre-flight infrared temperature checks for customers, as well as the disinfection of frequently touched areas such as check-in counters and kiosks are just some of the measures implemented for your safety.

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1As a preventative measure, your temperature will be taken without contact.

2For the safety of everyone, our check-in kiosks are regularly cleaned.

3For your safety, all customers are required to wear protective face coverings.

4Hand sanitizer dispensers have been placed around the airport for your personal use.

5All of our check-in counters are thoroughly sanitized throughout the day.

6All of our employees wear face coverings, with other optional PPE (personal protective equipment) items available such as gloves.

7We'll ask you a few health questions before you board to make sure you're safe to fly.

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Boarding


Ongoing cleaning of our gate areas, regular health screening questions for all customers, as well as mandatory face coverings for all employees and customers are steps designed to protect you, and everyone on board.

boarding illustration

1For your safety, we're asking all customers to wear protective face coverings.

2All of our gate counters are cleaned regularly for your convenience.

3All of our employees wear face coverings, with other optional PPE items available such as gloves.

4As a precaution, you may be asked a few health-related questions before boarding.

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On board


All high-touch areas are sanitized with a hospital-grade disinfectant before every flight and each time an aircraft overnights it receives a thorough cleaning. Additional preventive measures like blocking the adjacent seat in Economy Class, mandatory face coverings, and adjusted on board service are also in place to better protect customers and employees.

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1For your safety, all seat belt buckles and seat controls are sanitized inside and out.

2We properly wipe and sanitize each armrest for your health and comfort.

3We're sanitizing cabin windows and shades to help you enjoy the view.

4Your light switches and air circulation controls are properly sanitized to keep you safe.

5Our crew sanitizes all ceiling areas when an aircraft overnights.

6When an aircraft overnights, we sanitize the inside of each overhead bin to keep your luggage clean.

7You can fly confidently, knowing our HEPA filtration systems capture 99.9% of airborne particles, and continually refreshes cabin air.

8For your safety, we're asking all customers to wear protective face coverings.

9We sanitize each overhead bin handle.

10Our employees now wear face coverings throughout your flight, with other PPE items available.

11We use a disinfectant in the regular cleaning of our lavatories.

 

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1We're sanitizing all tray tables before boarding for your safety.

2For improved safety, we will be serving bottled water and pre-packaged meals on flights where complimentary meals are offered.

3We're rigorously grooming all headrest covers.

4We sanitize your personal screen and all surfaces of the in-flight entertainment area.

5From May 15 to June 30, 2020 we’re blocking every adjacent seat in the Economy cabin to give you more personal space.

6We are introducing an electrostatic disinfectant sprayer as part of our sanitization procedures.

7Beginning May 15, 2020, we’re introducing new disposable Customer Care Kits that include a complimentary mask, gloves, bottled water, hand sanitizer and disinfecting wipes.

8We're wiping down sidewalls for your peace of mind each time an aircraft overnights.

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Frequently asked questions

 

Air Canada rigorously follows the relevant guidance of all health authorities and follows best demonstrated practices in the prevention and handling of communicable diseases in the air travel industry. Additionally, in the last year, we entered a partnership with BlueDot, a third-party company that monitors infectious diseases all over the world and provides us with the most updated information to ensure we are equipped to make the best decisions in real time.

Here are the answers to your questions:

Are pre-flight customer temperature checks mandatory for all passengers?

Customers (including children) on Air Canada flights will be subject to an infrared temperature check. This non-contact procedure will be performed in the context of the existing government-mandated health questionnaire currently completed by travellers. Temperature checks are an additional layer of safety screening as fever is a common COVID-19 symptom.

Temperature checks will be effective May 15. When customers are found to have an elevated temperature (37.6 C and above), Air Canada will consult with its medical experts before making a final decision, but elevated temperature in itself is not determinative. Customers who, after further confirmation and verification, are deemed unwell to travel will be rebooked at no cost but will be required to obtain medical clearance prior to travel.

Temperature checks are conducted using safe, non-contact, infrared devices which have been approved by many health authorities as well as Air Canada’s Chief Medical Officer. The units quickly and accurately measure the body temperature with an accuracy +/- 0.3 degree Celsius. They do not produce emissions nor is any data stored.

The temperature infrared reading devices are tested daily to ensure they are accurate, and batteries are replaced regularly.  If an elevated reading is obtained, our protocol is to re-check with another temperature device. Air Canada’s reference is 37.5 deg C, which is consistent with other worldwide jurisdictions conducting pre-flight temperature checks.

Customers who, after further verification, are deemed unwell to travel will be rebooked at no cost and will be required to obtain medical clearance prior to travel.

How does Air Canada support additional space for distancing?

Beginning May 15, Air Canada will automatically block the sale of adjacent seats in Economy Class on all flights and cap the total number of seats sold for each flight. As a result, no customer in Economy Class will be required to sit immediately adjacent to another, unless they are travelling with a child under the age of 14 or attending to the needs of a customer requiring assistance as approved through Air Canada’s Medical Desk. This policy will remain in effect until June 30, 2020.

You will be able to view seat maps reflecting this new standard of blocking every adjacent seat in the Economy cabin as of May 12, 2020 (refer to examples below). If you are travelling with children under the age of 14, you must select seats within the same row, whenever possible. On board, you or your child will be allowed to occupy the adjacent seat. If you require any special assistance or any special services, please contact Air Canada Reservations (1 888 247 2262) or the Air Canada Medical Assistance Desk (1 800 667 4732) to assign you seats.

As an additional layer of protection for everyone onboard, all customers are required to wear face coverings over their nose and mouth onboard our flights, or as directed by the crew (see previous question above).

To reduce personal interactions, we have also adapted our check-in procedures. This includes making available on its self-serve web and mobile check-in and airport kiosk platforms government entry requirements, the mandatory health questionnaire and other relevant information. We encourage all customers to check-in online or via the Air Canada App prior to departing for the airport.

Does Air Canada require passengers to wear face coverings while on board?

For the safety and well-being of our customers and employees, we require all customers to wear cloth coverings or masks over their mouth and nose while at check-in, during the boarding process and during flight on all Air Canada aircraft.

Customers must bring their own face coverings which will be verified prior to boarding all Air Canada flights and prior to security screening at Canadian airports. The coverings do not need to be medical masks - any face covering including a scarf or similar item is acceptable.

Customers will need to wear their face covering at the gate, where they will be required to lower it for identification purposes on photo IDs, as required by Canadian regulations.

While on board, customers are further required to wear their face covering at all times except to eat and drink or, in case of an in-flight emergency should the oxygen masks be deployed, or when, in the judgment of the crew, appropriate physical distancing can be maintained.

This requirement applies to all customers except for children under the age of 6 or customers who have a medical condition preventing them from wearing such a covering. This exemption will need to be verified and approved by Air Canada in advance through a medical certificate or Air Canada Fitness to Fly form. Click here for more details on how to submit.

What kind of safety items does Air Canada provide its customers onboard?

Starting May 15, we will distribute complimentary customer Care Kits which include: 30 ml hand sanitizer, 2 antiseptic wipes, gloves, mask (non-surgical), 250 ml water bottle to all customers onboard all Air Canada and Air Canada Express flights.

For sanitary reasons, the bag used to package these Care Kit items also doubles as a trash bag to dispose any personal items.

What are Air Canada’s grooming procedures to eliminate the virus which causes COVID-19?

Air Canada has already been recognized by the 2019 Skytrax World Airline Awards for Best Airline Cabin Cleanliness in North America. With the onset of COVID-19 we expanded our existing aircraft grooming procedures, which already incorporated the use of hospital-disinfectant and specialized techniques to maintain cabin cleanliness across our fleet.

We will also strengthen our industry-leading cabin grooming standards with the introduction of electrostatic spraying of cabin interiors.

All cleaning products we use including disinfectants are effective and fully approved for use by Health Canada.

As per PHAC guidelines and other resources, coronaviruses do not readily survive on soft materials (headrest covers, seat covers, carpets, etc.). However, these are replaced if soiled. If we are informed by an appropriate health authority that a potentially infected passenger has been on an aircraft, it is taken out of service for deep grooming as per PHAC guidance.

Can I be infected by the air in the aircraft if an infected passenger is onboard?

Our aircraft are equipped with High Efficiency Particulate Air (HEPA) filters which effectively capture 99.9% of particulates from recirculated air in the aircraft cabin. This includes microbial organisms such as bacteria and viruses.  These filters are similar to those used in hospital rooms and like hospital rooms, the air within the cabin is refreshed every 2 to 3 minutes for a total of 20 to 30 total air changes per hour.

What does Air Canada do if a passenger is identified as having travelled with COVID-19 post flight?

As with all communicable disease protocols, if someone tests positive for the virus after having travelled on a flight, Air Canada is notified by the appropriate health authority. Depending on the transmission profile of the disease, we are given strict protocol as to who is required for contact tracing.

The health authorities take responsibility for contacting passengers directly and advising them of the situation. In most cases, crews primarily working in the specific rows are also included in the contact tracing. Due to privacy laws, the names cannot be disclosed to anyone other than the public health authority.

To protect all those on board, if a customer exhibits symptoms of COVID-19 during flight, Air Canada has well-established protocols and our crews are well trained to manage these situations. During flight, our Flight Deck crew also can directly contact medical authorities who can advise in real time. If determined necessary, health authorities will meet the aircraft to assess and follow up as required.

How does Air Canada ensure its employees are healthy and safe?

Air Canada is 100% compliant with all Transport Canada and PHAC health and safety directives including for self-isolation. Any employee who feels ill or experience any COVID-19 symptoms must stay home and seek medical advice.

We also require all customer-facing employees to use Personal Protective Equipment such as face guards, masks and gloves, and all employees have access to hand sanitizer. Our in-flight crew is also additionally provided with safety glasses and gowns.



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