If a flight is delayed or cancelled due to an unforeseen problem, we'll do our best to keep you well-informed at the airport and on board the affected aircraft. We will promptly provide timely updates, including the reason for the delay or cancellation:
- as soon as we're aware of such a delay or cancellation, and then;
- at regular intervals of 30 minutes until a new departure time for the flight is set, or new travel arrangements for passengers have been made;
- as soon as possible when new information is available.
Standards of Treatment
Some delays and cancellations are within an airline's control, whereas others, like those caused by severe weather or airport and air traffic disruptions, are simply out of our hands. Whatever the reason for the delay or cancellation, our agents will do everything possible to assist you.
When a flight is delayed or cancelled due to reasons outside of Air Inuit's control, such as meteorological conditions, we will provide you with the following:
- alternate travel arrangements on Air Inuit's next available flights, as well as change the return, if necessary, at no additional cost; or a refund of the unused portions of your ticket;
- access to a means of communication.
As of September 8, 2022, if a delay of three hours or more or a cancellation is outside the airline’s control, and the airline cannot provide the passenger with a confirmed reservation on the next available flight operated by them or a partner airline leaving within 48 hours of the departure time on the passenger's original ticket, the airline will be required to, at the passenger's choice:
- Provide a refund; or
- Make alternate travel arrangements for the passenger, free of charge.
Passengers will be free to change their decision and choose a refund at any time before being provided a confirmed reservation on an alternate flight.
When a passenger chooses to receive a refund, the airline will be required to refund the unused portion of their ticket, including any unused add-on services paid for (such as additional checked luggage).
If the passenger is no longer at their point of origin, and their travel no longer serves a purpose, the airline will be required to refund the ticket, including any unused additional services, and book the passenger on a flight back to their point of origin, free of charge.
When a flight is delayed or cancelled due to reasons within Air Inuit's control but required for safety, such as a technical issue discovered right before the flight and you have waited two hours after the departure time indicated on your ticket, we'll provide you, additionally to the items mentioned above, with the following:
- food and drink in reasonable quantities, considering the length of the wait, the time of day and location of the airport;
- hotel or comparable accommodations for overnight delays, for out of town passengers, subject to availability and within reasonable distance from airport, along with transportation to the hotel or other accommodation, and back to the airport.
When a flight is delayed or cancelled due to reasons within Air Inuit's control, such as a commercial decision and you have waited two hours after the departure time indicated on your ticket, we'll provide you, additionally to the items mentioned above, with the following:
- alternate travel arrangements on Air Inuit's next available flights or with another airline with which Air Inuit has an agreement for such transportation, as well as change the return, if necessary, at no additional cost, or a refund of the unused portions of your ticket;
- you could also be eligible for compensation based on the length of delay at arrival at your final destination:
If your flight is delayed on the tarmac after the doors of the aircraft are closed, we will do our best to ensure your comfort.
- We will provide you with:
- Access to working lavatories;
- Proper ventilation and heating or cooling;
- Food and drink, in reasonable quantities, considering the length of the delay, the time of day and the location of the airport;
- A mean of communication with people outside the aircraft free of charge, when feasible;
- If you require urgent medical assistance during a tarmac delay, we will take all reasonable steps to facilitate its access .
After a 3-hour tarmac delay at an airport in Canada, the aircraft will return to the gate so you can disembark if safe to do so. A plane can stay on the tarmac for up to 45 additional minutes, if it is likely that it will take off within that period and we are able to continue providing the same services as above, when feasible.
If it is not likely that the plane can take off within the additional 45-minute window, the plane will return to the gate, unless it is prevented for reasons related to safety, security, customs control or air traffic control.
Depending on the circumstances, it may not be possible for us to allow you to disembark from the aircraft during a Tarmac Delay, for reasons including, but not limited to concerns related to safety, security, or due to directions by Air Traffic Control or Customs Control.
For more information visit our Delays, Cancellations and Refunds page