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Delays, Cancellations and Refunds

At Air Inuit, we do our utmost to get you to your destination safely and on time. Occasionally, however, unexpected events may not allow us to leave as planned.

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.

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 to cancel a 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:

  • 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:
    3-6 hours $125
    6-9 hours $250
    9+ hours $500

Please consult an airport agent to see if you qualify for meal vouchers, hotel accommodation and transportation to and from the airport.

If the delay is outside of Air Inuit's control, we’ll be happy to offer you our hotel contact information where you can access our valued customer rates, where available.

*If you are denied boarding, your flight is cancelled or delayed for at least two hours, or your baggage is lost or damaged, you may be entitled to certain standards of treatment and compensation under the Air Passenger Protection Regulations. For more information about your rights please contact your air carrier or visit the Canadian Transportation Agency's website.

Tarmac Delays

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.

Refunds

In the event that you would want to get a ticket refunded, you can send us an email indicating the name of the passenger, the flight number, the ticket number and the flight date, or simply by filling the refund form

Please know that depending on the fare of your ticket, the refund conditions might differ. Some tickets are 100% refundable but others can have fees or be completely nonrefundable.

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