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The safety of our travelers is important to us.

In accordance with Transport Canada recommendations, OWG has implemented preventive measures to minimize the risks to our travelers and crew.

Among other measures implemented, passengers can be assured that all our employees wear face coverings and gloves to minimize any risk to our travelers. We are counting on you to also wear face coverings at all stages of the travel process. In addition, we encourage our customers to maintain a safe distance from other travelers whenever and wherever. 

Our team is taking every step possible to ensure that the quality of our services meets our new travel safe standards.

icon todo In-flight Procedures

Disembarking

The disembarkation process is very similar to the boarding process:

  • In order to limit contact between travelers, we invite our travelers to exit the aircraft in order of proximity to the exit doors.
In the Plane

The safety of our travelers is important to us. That’s why we’ve put in place a few measures to help reduce contact between travelers.

For your safety:

  • The extent of our in-flight service will vary depending on restrictions on the day of the flight.
  • Our aircraft are thoroughly cleaned ans sanitized. 
  • We limit the number of people in line for the lavatory to one person in order to respect the rules of physical distancing.
  • All of our employees wear a face covering and gloves.
  • All of our travelers must wear a face covering during the entire flight. It can only be removed for eating and drinking purposes or in the event of an emergency where oxygen masks would be deployed.
  • Our pilots also communicate these procedures in their pre-departure announcements.
Boarding

We want you to have a stress-free experience, which is why we have established various standards throughout your journey with us. These standards help reduce risks to travelers and employees.

For your safety:

  • Our boarding counter is cleaned and disinfected thoroughly on a regular basis throughout the day. 
  • With the main objective of minimizing contact between different groups of travelers, priority boarding is offered to travelers with reduced mobility and travelers accompanied by young children. 
  • In order to respect the rules of physical distancing, we stagger boarding (5 rows are invited to board at a time), starting with travelers seated at the rear of the aircraft, and ending with travelers seated at the front of the aircraft. 
  • We also ask our travelers to respect a physical distance between customers when boarding.
  • A short health questionnaire is also requested from all our travelers at check-in or boarding. 
  • Your temperature is taken with our non-contact thermometers at check-in or boarding.
  • All of our employees wear a face covering and gloves.
  • All of our travelers are required to wear a face covering during all stages of the process.
Check-in

Our agents will be please to help you at the check-in counters to ensure you have a great travel experience.

For your safety:

  • Our check-in counter is cleaned and disinfected thoroughly on a regular basis throughout the day.
  • Our service area is wiped with disinfecting wipes between each customer.
  • Hand sanitizer dispensers are available around our check-in counters.
  • A short health questionnaire is also requested from all our travelers at check-in or boarding.
  • Your temperature is taken with our non-contact thermometers at check-in or boarding.
  • In order to avoid handling, we leave it to you to put your suitcase on the baggage deposit at the counter.
  • All of our employees wear a face covering and gloves.
  • All of our travelers are required to wear a face covering during all stages of the travel process.
Before your Flight

We advise you to follow these steps before flying. They will make the process easier once you are at the airport.

  1. We are counting on you to make sure you are healthy when you arrive at the airport. Learn about common symptoms of Covid-19.
  2. We are also counting on you to bring a comfortable face covering. This is mandatory at the airport and on the plane. If you don’t have one, a face covering can be supplied upon arrival at our check-in counter, when possible.

icon savon Cleanliness of our aircraft

Cleanliness of our Aircraft

All our aircraft are equipped with High Efficiency Particulate Air (HEPA) filters (used in hospitals), which remove 99.995% of particles (including bacteria and viruses) by refreshing the cabin air every 2 to 3 minutes.

Numerous practices have been put in place to ensure the cleanliness of our aircraft and maximize thee safety of our travelers. 

Between each flight

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

  • Seat belt buckles
  • Seat controls
  • Armrests
  • Portholes and flaps
  • Baggage boxes
  • Seat Pockets
  • Seats and head restraints
  • Shelves
  • All lighting and ventilation controls

During the Flight

The lavatories are regularly disinfected during the flight.

Every Evening

To ensure that our aircraft is as clean as possible, we disinfect the entire aircraft.

In addition, the ceilings and side walls of the aircraft are disinfected at each night stopover, as well as the baggage compartment.

Our Products

We have also added 2 types of disinfectants (spray & wipes) for seats, armrests & headrests, bathrooms, seat belt buckles, all surfaces of the in-flight entertainment system, and baggage compartments.

icon question FAQ

What should I do if i’m not feeling well during my flight ?

For the protection of everyone on board, our employees have been trained in various in-flight situation management protocols, including management of travelers with symptoms of Covid-19. In flight, depending on the critical level of the situation, our team has the possibility of contacting the medical authorities directly, who will be able to advise them and greet them directly at their landing point to assess the situation.

It is therefore imperative that you share your discomfort with our crew as soon as you are aware of it.

How do you clean the cabin air?

All our aircraft are equipped with high efficiency particulate air (HEPA) filters (used in hospitals), which remove 99.995% of particles (including bacteria and viruses) by refreshing the cabin air every 2 to 3 minutes.

This is the same type of filter used in operating rooms and microbiological safety stations.

What are your aircraft cleaning procedures?

We have added 2 types of disinfectants (spray & wipes) for the seats, armrests & headrests, bathrooms, belt buckles, all surfaces of the in-flight entertainment system and baggage compartments.

Numerous practices have been put in place to ensure the cleanliness of our aircraft.

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

  • Belt buckles
  • Seat controls
  • Armrests
  • Portholes and flaps
  • Baggage Boxes
  • Seat Pockets
  • Seats and head restraints
  • Shelves
  • All surfaces of the in-car entertainment system
  • All lighting and ventilation controls

The lavatories are regularly disinfected during the flight.

To ensure that our aircraft is as clean as possible, we disinfect the entire aircraft with an electrostatic disinfectant spray.

In addition, the ceilings and side walls of the aircraft are disinfected at each stopover, as well as the baggage compartment.

What are the official standards for face coverings?

In order to comply with the government of Canada requirements, we ask all our travelers to be equipped with a non-medical mask or face covering (see acceptable substitutes here) upon arrival at the airport, and to keep it on for the entire duration of the travel and inflight process.

We therefore rely on you to provide a comfortable face covering before meeting us at the airport. This will be mandatory for entry to 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.

The Government of Canada requires all travelers to have a non-medical mask or face shield that can be removed and is large enough to cover their mouth and nose when in Canadian airports and on board an aircraft. Travelers must confirm at check-in that they have the required non-medical mask or face shield.

As a minimum, travelers must wear the non-medical mask or face shield:

  • at airport checkpoints.
  • during the flight, when they cannot physically distance themselves, including at all times when they are within two metres of another person, except another 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 unit.

Transport Canada maintains that despite our efforts to physically distance travelers, there are still points along the route where travelers cannot maintain a physical distance of two metres. For this reason, all travelers are required to have a removable face covering or mask that they must use when asked to do so by a CATSA officer or by a representative of the operator at the screening checkpoint, when boarding, when disembarking, or on board. Travelers must be prepared to cover their mouth and nose while traveling, particularly in circumstances where a physical distance of two metres cannot be maintained. 

Travelers must wear a mask or face shield in the check-in and boarding area. It will, of course, be essential to lower it at the various checkpoints when checking photo identification.

Travelers unable to wear the face covering for health reasons should contact OWG and provide a medical certificate.

Can I be denied boarding?

If your provincial, territorial or local public health government has ordered you to be isolated or quarantined, you will be denied boarding.

If you are denied boarding, you will have to contact your travel agency to change your reservation. You will then have to wait 14 days or obtain medical clearance before you can travel.

Are the preflight health check questionnaire and the preflight temperature check mandatory?

In accordance with Transport Canada regulations, we ask all our travelers to complete a brief questionnaire on their health status at check-in or boarding. We ask travelers to answer honestly as a fraudulent answer could result in a maximum fine of $ 5000 CAD.

At the same time, we conduct temperature checks with a non-contact infrared thermometer on all our travelers over 2 years of age. 

Knowing that fever (38°C and above) is a common symptom of Covid-19, this is an additional screening tool. To ensure that our results are consistent, our thermometers are tested and calibrated regularly. 

If you have a medical condition with symptoms similar to Covid-19, you will need a doctor’s note or a medical certificate confirming your condition. 

If a traveler shows symptoms of the virus (such as fever) and is unable to provide a doctor’s note (or a medical certificate) explaining the symptoms, after further checks, they may be denied boarding.

You have questions?

Contact us today!

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