Passenger Policies

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For more details regarding our travel policies, please click on the links below.

Please click the corresponding airport for parking information

Thunder Bay Airport Parking Information

Sioux Lookout Airport Parking Information

Please advise our Reservations Agent at the time of your booking if you are going to be travelling with your child and/or infant. Child must be between 2 years old and 12 years old less a day. Infant age is considered from new born to 2 years old less a day. Children are required to have their own seat so they will be charged a Child’s fare and must be accompanied by a fare paying adult who is at least 16 years of age. Infants travel free of charge and must be held on the lap of an adult passenger who is at least 16 years of age.

Passengers with special needs are very important to us. Please advise our Reservations Agent or Customer Service Representative in advance so that we can respond appropriately and provide a safe and comfortable experience. Any passenger who requires assistance will be pre-boarded per flight.

Special needs situations that we are able to accommodate include wheelchair and mobility aid assistance and stowing, service animals, visually or hearing impaired and passengers requiring oxygen for travel.

Each paying passenger is allowed up to 40lbs of baggage which includes carry-on, food, or any type of package at no charge. Please ensure your baggage has identification attached and is properly packaged. Any baggage or carry-on exceeding 40lbs will be considered excess freight and applicable charges will be applied. Excess freight will be delivered on a space-available basis or next available flight. Freight seats are available for booking. For more information, please contact North Star Air Reservation Agents at 1.844.633.6294. Travel tip: We strongly recommend that medicines and other must-have essentials are carried on your person.

North Star Air has a zero tolerance policy on consuming alcohol and/or being intoxicated while flying with us. Those deemed to be intoxicated or under the influence of drugs will be removed from the premises and/or denied boarding.

Dangerous Goods are articles or substances that are capable of posing a risk to health, safety, property or the environment. Articles and substances that are classified as dangerous goods, except those which are forbidden for transport by air, must be shipped as cargo under special packing requirements and handling procedures. However, some articles/substances may be accepted as carry-on or checked baggage. 

North Star Air accepts Dangerous Goods shipments for carriage but must be reported to our Customer Service Representatives for processing and documentation. Please ensure all dangerous goods are labelled and packaged according to Transport Canada Dangerous Goods regulations. Please contact a North Star Air Reservation Agent for details or for more information visit Transport Canada information on baggage and dangerous goods.

All northern communities are considered dry and North Star Air respects the community by-laws. North Star Air will not knowingly ship any alcohol or illegal substance and any reported incident or suspicions will be brought to the attention of the community’s leadership and/or local security.

Please be aware, passengers may be searched at the airport property or directed to security area prior to entering the community by local police, peacekeepers or local security.

A kind reminder to all our valuable customers flying on North Star Air Flex Flights that due to Transport Canada Regulations we cannot permit carry-on baggage in the cabins of Pilatus PC-12 aircraft.  All carry-on will be loaded into the cargo hold of the aircraft for secure storage. 

All last minute purchases of food, beverages or packages must be reported to the check-in counter for weighing and tagging before boarding the aircraft. It may be subject to excess baggage charges if it exceeds your baggage allowance.

Please inform our Customer Service Representative of any medical or other related essential items that may be needed during flight.

Upon arrival to the airport, please proceed to the North Star Air check-in counter with your baggage. All passengers are required to present one piece of valid government-issued photo identification that shows the holder's name, date of birth and gender. Please utilize our bag tags with your name, address and contact phone number to help you identify your baggage.

Flights Departing Thunder Bay, Sioux Lookout, Red Lake: 90 minutes recommended, 45 minutes cut-off.  

Flights Departing All Other Airports: 60 minutes recommended, 30 minutes cut-off. 

Failure to respect these deadlines will result in ineligibility for denied boarding compensation. 

For more details, click #TravelEasy

Before boarding the aircraft please double-check that all your personal belongings are with you. If pre-boarding assistance is required, please advise our Customer Service Representatives. Please ensure you are following direction from staff prior to boarding the aircraft. If you have any questions do not hesitate to ask our friendly, knowledgeable staff.

North Star Air will accommodate travel for an Unaccompanied Minor provided that all other arrangements are in place at points of departure and arrival. An Unaccompanied Minor is at least between the ages of 8 years old and no more than 12 years of age less a day. Names and contact information of sending and receiving parents/guardians must be provided and the parent/guardian must sign-off on a release form.

At North Star Air we pride ourselves on ensuring your baggage always arrives as planned, however despite our best efforts, baggage can be delayed or damaged.  

We will not be responsible for any damage of baggage due to force majeure, damage due to items or objects inside the passenger’s baggage and not responsible for damage of fragile, perishable items, money, jewelry, or any valuable documents and items in the checked baggage. North Star Air will not be responsible for compensating any damage that is discovered after you have claimed your baggage. Please call to report any loss or damage within 24 hours upon arriving to your final destination.

If a passenger experiences a missing or damaged baggage, the passenger must report it immediately to a Customer Service Representative in order to start a claim. North Star Air is responsible for up to $100 for lost or damaged baggage provided that the passenger completed a Property Irregularity Report with proof of incident and supporting documentation such as a baggage tag number, an air waybill or original receipts, etc.