Delayed or Cancelled Flights
During a flight delay or cancellation, PAL Airlines has the obligation to offer compensation to passengers for the inconvenience based on the compensation amounts for small airlines, as per the Canadian Transportation Agency. The amount of compensation depends on how late the passenger arrives at their final destination, compared to the arrival time on their original itinerary.
Compensation:
Below is a list of when a passenger may be entitled to compensation:
| Length of delay | Compensation Issued | Controllable delay | Controllable but for safety | Uncontrollable | |
|---|---|---|---|---|---|
| 3 to <6 hours | $125 or; | $250 PAL travel voucher |  |
X | X |
| 6 to <9 hours | $250 or; | $500 PAL travel voucher | |
X | X |
| 9+ hours | $500 or; | $1000 PAL travel voucher | |
X | X |
If you choose to be refunded instead of rebooked, small airlines must still pay you $125.
There are many different types of factors that contribute to flight disruptions.
Flight Disruption Categories
The three (3) flight disruption categories and some examples of each are as follows:
- Controllable
Commercial/Operational Decisions:
- Overbooking flights;
- Consolidating or cancelling flights with low passenger demand;
- Similar actions aimed at maximizing revenue;
- Staff/flight crew scheduling and availability;
- Flight preparation activities (aircraft grooming, baggage loading, aircraft fueling);
- Routine or scheduled maintenance (including subsequent repairs or required activities).
- Controllable but required for safety reasons
Situations required by law to reduce risk to passengers’ safety:
- Unexpected aircraft malfunctions not identified during routine maintenance that may compromise safety;
- Safety decisions made by the pilot and those made under PAL Airlines Safety Management System;
- A delay, cancellation or denial of boarding that is directly attributable to an earlier delay or cancellation that is within that carrier’s control but is required for safety purposes, is considered to also be within that carrier’s control but required for safety purposes if that carrier took all reasonable measures to mitigate the impact of the earlier flight delay or cancellation.
- Uncontrollable
Situations outside of PAL’s control:
- Weather conditions or natural disasters;
- Airport operation issues;
- Instructions from air traffic control;
- Medical emergencies;
- Collision with wildlife;
- A NOTAM (notice to airmen);
- A security threat;
- Illegal acts or sabotage;
- Labor disruptions/strikes;
- War or political instability;
- A manufacturing defect in an aircraft that reduces the safety of passengers.
- For more guidance on the different types of disruptions, please visit:
- https://otc-cta.gc.ca/eng/types-and-categories-flight-disruption-a-guide/
Passengers who have experienced a delay or cancellation for reasons within the airlines control have one year to file a claim with PAL Airlines from the date the flight delay or cancellation happened, once the claim has been made PAL Airlines has 30 days to issue a payment or will notify the passenger or why the claim has been rejected.
Passengers who have experienced a delay or cancellation to their destination may request compensation online on the following link:
Assistance
When there is a flight disruption, the operating airline must provide the assistance described below to passengers at the airport, if the passengers:
- were informed of the disruption less than 12 hours before the original departure time; and
- have waited two hours or more since the original departure time.
Reasonable amount of food and drink
Airlines must provide reasonable amounts of food and drink, free of charge. They should take into account the following factors when determining the quantity and timing:
- Length of delay/time of day: Airlines should consider the length of the disruption and the time of day it occurred in deciding how much food to provide and when. For example, serving water and a snack (like a granola bar) could meet the food and drink obligation for a short delay in the middle of the afternoon, but it would be reasonable to expect more food at typical meal times or after a lengthy wait.
- Location of airport: Where the disruption takes place may affect the type and range of food and drink options. For example, options may be more limited in Canada’s North and remote areas.
Access to means of communication
Airlines must give passengers access to a means of communication, free of charge. How they do this depends on the circumstances. For example, they could provide access to Wi-Fi, have phones available at the gate for passengers to use, or provide a pre-paid calling card.
Overnight accommodation
When a passenger will have to wait overnight for their flight (and where this would not have been necessary for the original flight), the airline must offer them hotel or other comparable accommodation. This must:
- be free of charge to the passenger;
- be reasonable, considering the passenger’s location; and
- include transportation to, and from, the accommodation.