Preventive health and hygiene measures   

Since the beginning of the health crisis caused by COVID-19, we have strengthened all our protocols and procedures to ensure the safety of both passengers and our employees and provide them with peace of mind.  All the guidelines set by the authorities and by the State Regulations BOE (Official State Bulletin), the Regional  BOC (Official Bulletin of the Canary Islands), the State Aviation Safety Agency (AESA), and the European Aviation Safety Agency (EASA) have been rigorously implemented following recommendations from the International Air Transport Association (IATA), as well as from the manufacturers of our aircraft (ATR and Embraer).

Preventive health and hygiene measures have also been implemented throughout the process , both at the airport and at boarding, flight and disembarkation, thus ensuring the best possible travel experience, where safety is our highest priority at each stage of the journey.

We are in constant contact with the health authorities, faithfully complying with their instructions and strictly implementing all the specific measures recommended by them, as well as the guidelines, regulations and recommendations of the various institutions and bodies above mentioned.

In the same way, we will continue to strengthen and update safety and prevention protocols as the situation evolves.

Our passengers are assured that they will be travelling in a safe means of transport, even during this so-called “new normality”.

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Cleaning and Hygiene of Aircraft

desinfección-1 Disinfection

Cleaning and disinfection of the passenger cabin before and after each flight, during the state of emergency, has been reinforced in all areas that may be in contact with passengers, paying special attention to all areas that are exposed or are manipulated such as seat belts, armrests or headrests. For this purpose, we use disinfectant products, which comply with the specifications of the manufacturers and have been tested according to the European Virucidal Efficacy Standard EN14476.

In addition, a thorough weekly cleaning ensures that the areas that are not accessible to passengers, both interior and exterior of all aircraft, are also treated with great care.

calidadaire Air Quality

When the boarding gates close, the air conditioning system of the aircraft is turned on, but without air recirculation. As the ATR is an aircraft that flies at medium altitude, the low difference between the outside and inside aircraft pressure ensures that cabin air is renewed, all coming from the outside. This system maintains proper circulation and constant renewal of the air (every 5 minutes), ensuring the quality of the air throughout the flight. Continuous fresh air collected from outside ensures optimal air quality. Additionally, during the stopover time, the rear door, the front door and the one between them both are opened to ensure good outside air circulation, before and after each flight.

In Embraer aircraft, which fly at higher altitudes, air recirculates to be mixed with the outside air portion that comes in. In this case, in order to preserve non-contamination air, the aircrafts are equipped with HEPA filters, which filter 99.9% of the pathogens and ensures that the air recirculating in the cabin is virus-free.

Protocols of Our Staff

Our staff follows all prevention protocols provided by regulations in force. Our crew have adapted their procedures and received specific instructions to minimize the risk of contagion in accordance with the European Aviation Safety Agency (EASA ) and the International Air Transport Association (IATA) in their Pandemic Guidelines of Action. 

All crew members use personal protective equipment (masks, gloves and hydroalcoholic gels). In addition, they have received information on how to deal with cases with respiratory infection or coronavirus symptoms on board. For this purpose, each aircraft is equipped with approved precaution kits which include the necessary material to deal with this type of situation. In addition, the cabin crew renews or changes uniforms daily.
Other examples of the changes introduced include limiting access to the aircraft to strictly necessary ground crew and scheduling staff groups in steady teams to prevent cross-infection.

For greater safety, a COVID-19 immunity test and contagion monitoring system has also been implemented for all members of staff of the company and, especially, for those who are in direct contact with customers, both on aircraft and at airports.


Protocols for Passengers

distanciaSocial Distancing

We comply 100% with the standards dictated by the General Directorate of Civil Aviation regarding cabin occupancy.

During access to the aircraft, safety distance between passengers and ground crew at airports is maintained. Boarding has been staggered and is carried out by rows to avoid crowding, as recommended by EASA. Accordingly, a system has been introduced to allocate seats to all passengers on inter-island flights at the time of booking, which also allows, in case of a hypothetical positive passenger, to identify the group of exposed passengers and to make this information available to the health authorities so that they can follow the protocols planned. Likewise, disembarking takes place in order, starting with the rows closest to the door of the aircraft, preventing crowding in the aisle and ensuring the social distance between passengers.

In the same way, the use of boarding and disembarkation bus has been limited, reducing its occupancy and cleaning has been intensified.

Furthermore, the airport manager (AENA) is installing protective screens at the boarding gates to ensure separation between passengers and staff who review their documentation. This should be carried out avoiding physical contact and manipulation of documentation or mobile devices.

mascarillasUse of Masks and Temperature Check

Protection protocols apply to all passengers of the company, reminding them of the mandatory use of masks in boarding, during flight and disembarkation, in compliance with the regulations in force. It is mandatory to wear masks to protect the health of the passengers themselves, the use of masks that cover nose and mouth, therefore, those who do not wear it will not be allowed to board. We remind you that masks should be put on and removed with clean hands, avoiding touching the front side. If you need to dispose of any mask on board, please contact the crew.

Order TMA/384/2020 requires the use of masks in public transport, including air transport. The Guardia Civil, which is responsible for airport security, is monitoring strict compliance with this rule, from the moment the terminal is accessed. The mask will be used throughout the journey: at the airport of departure, during the flight and until the airport of destination is left.

Decree 40/2020 of the Government of the Canary Islands also establishes that, for inter-island flights, all passengers will be temperature checked before boarding. For flights coming from outside the islands, this will be done on arrival.

toallitasSupplies given on board for disinfection

Upon entering the plane, individual hydroalcoholic wipes that are effective against COVID-19 are distributed to all passengers. These are also available to passengers in the lavatory and at any time they are needed throughout flight, as recommended by EASA.

nomanipulableReducing Manipulable Objects

To minimise contact and unnecessary risks, we have reduced as much as possible our usual on-board service to the maximum , eliminating the traditional complimentary snack (chocolates, sweets and water), daily press delivery, as well as removing our NT magazine from the seat pockets and any other advertising items. We will resume this service as soon as we possibly can. You can still access our onboard Wi-Fi to access our inflight entertainment with your tablets or smartphones.

In order to minimize movements on the plane, cabin announcements will remind passengers to avoid using the try tables, the seat compartments and, as far as possible, the aircraft lavatories.

Finally, to minimize the handling of luggage and interaction on board, it is recommended to travel without carry-on luggage. All luggage must be checked, if this is not possible, please make sure it is within the size limits so that it can be placed under the front seat. 

Tips and Recommendations

contactosPreferred Channels

We encourage all passengers, especially in the current circumstances, to manage everything related to their reservations (purchases, changes, billing,...) on our website or through our telephone service. Our web, mobile web and App are available 24 hours a day and, if you need help or other inquiries, it can be easily done through our telephone service 902 391 392 - (922) or (928) 327 700.

pasajerosGeneral recommendations

Our priority is the safety and health of all passengers, that is why, in addition to applying all these preventive measures against COVID-19, we are continuously giving information on the most relevant hygienic-sanitary recommendations for greater peace of mind and well-being for all.

The main recommendations of health experts are as follows:

  • Frequent hand washing with soap and water.
  • Face and hand protection with the use of mask and gloves, respectively.
  • Social distance and avoid physical contact.

In order to plan your trip properly, please note that due to the new health safety measures and protocols implemented because of covid-19, the time to boarding may be longer than usual. We also recommend that you stay at the airport only for as long as it is necessary, to minimize risks.


Useful Information

In an effort to contribute as effectively as possible to the fight against the virus, more than 40 specific measures have been implemented, in addition to those taken by AENA, the Ministry of Health and other bodies.

For a list of specific measures, please consult the additional downloadable information that we provide on this website.

We would like to remind you that you will not be able to travel if you have symptoms of COVID-19. According to health authorities, the most relevant symptoms are fever, dry cough, tiredness, shortness of breath and loss of taste or smell.

How to Put On and Remove Masks




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