Compensation Claims

We are committed to providing the highest quality of service to our customers. If your travel plans are disrupted, passengers are entitled to claim compensation for delayed or cancelled flights. 

Types of service disruption that qualify for compensation:

• Intentional overbooking of flights
• Lost, damaged or delayed luggage
• Crew/Staff issues over which PAL Airlines has reasonable control (must be greater than a 3-hour delay)
• Routine or scheduled maintenance (Must be greater than a 3-hour delay)
• Scheduling and/or availability of crew (Must be greater than a 3-hour delay)
• Consolidating or cancelling flights with low passenger demand (must be greater than a 3-hour delay)
• If your arrival on a PAL Airlines flight has been delayed for more than three (3) hours, and the delay was not caused by weather, or related to safety, please complete the Compensation Claim Form.

Passenger Recourse

Should you wish to provide feedback or file a complaint about our services, please contact: 1.800.345.0444 or customer.service@palairlines.ca.

You may also file a complaint with the Canadian Transportation Agency, by visiting their website at: https://services.otc-cta.gc.ca/eng/air-travel-complaints

For all new regulation highlights, visit: https://otc-cta.gc.ca/eng/air-passenger-protection-regulations-highlights

Communication if Flight is Interrupted

PAL Airlines will keep passengers regularly informed if there is a flight interruption.

PAL Airlines will provide our passengers information, including the nature of the interruption, as soon as possible through the following methods:

• An audible announcement
• Flight information display screens in airports, where available
• The available communication method the passenger has selected (e.g., email, SMS)
• Persons with disabilities may choose their preferred method of communication within the existing options provided by PAL Airlines

Based on the information available, PAL Airlines will promptly provide timely updates, including the reason for the delay or cancellation, compensation passengers may be entitled to, standards of treatment, and recourses available against PAL Airlines, when applicable.

• If we receive information regarding a flight delay or cancellation, we will communicate to you as soon as possible.
• We will provide updates 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; and
• As soon as possible when new information is available.

In the event of an extended delay or a cancellation:

If at any point in the unlikely event PAL Airlines aircraft are delayed on the ground for an extended period of time, PAL Airlines will ensure the comfort and safety of our passengers by providing food, water, and access to working lavatories to our passengers.

For more information on the rights and regulations of communications of delays or interruptions, including tarmac delays please visit:

General Conditions and Tariffs

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:

Flight Disruption Categories

The three (3) flight disruption categories and some examples of each are as follows:

1. 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).

2. 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.

3. 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

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.

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 (2) 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.

Tarmac Delays

A Tarmac Delay is when your flight is ready to take off (and the doors of the aircraft are closed) or your flight has just landed (and the doors of the aircraft are closed), but you are kept waiting in the plane. We will do what we can to make you comfortable during a Tarmac Delay, including the following:

• PAL Airlines will make all reasonable efforts to ensure your essential needs are met by providing you with access to working lavatories (where available), proper ventilation and heating or cooling, food and drink, and the ability to communicate with people outside the plane, when feasible (when there is no impact to safety). If you require urgent medical assistance during a tarmac delay, we will take all reasonable steps to facilitate access to medical assistance.
• PAL Airlines will not permit an aircraft to remain on the tarmac for more than three (3) hours. Prior to reaching three (3) hours, PAL Airlines will return the aircraft to the gate or another suitable disembarkation point, where passengers will be allowed to deplane. 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 Tarmac Delay Services, when feasible.
• This short extension is to ensure that the plane can take off if there is a reasonable prospect of this occurring – so that you can reach your final destination without the inconvenience of further delay or flight cancellation.

• 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 PAL to allow you to disembark from the aircraft during a Tarmac Delay, for various reasons, including but not limited to concerns related to safety, security, or due to directions by Air Traffic Control or Customs Control.
• If the plane returns to the gate for disembarking because of a tarmac delay, disembarking priority will be available to passengers with disabilities and their support person, service animal or emotional support animal, if any, upon request and when feasible.

Rebooking and Refunds

If a cancellation or denial of boarding affected the arrival time of a passenger by at least three (3) hours. PAL Airlines will rebook the passenger on the next available flight, if travel arrangements are acceptable to the passenger’s needs.

Any delay or cancellation or denial of boarding by PAL Airlines affecting passengers arrival time by over 3 hours where providing travel arrangements are not desired by the passenger, passengers are entitled to a full refund of ticket regardless of fare purchased.

If a flight delay or cancellation is within PAL Airlines’ control (and not required for safety), within 14 days or less of the departure time on their original ticket and rebooking does not meet a passenger’s travel needs (e.g. there is no longer a purpose to travel), the passenger will be entitled to a refund of their ticket regardless of fare purchased, as well as compensation in the form of $125 for the inconvenience.

Request a refund form

Denied Boarding (Overselling of Flights)

It is never PAL Airlines’ intention to inconvenience our passengers and their travel times. However, passengers may be denied boarding as a result if:

• the flight is intentionally overselling the actual number of seats on the aircraft (known as “overbooking”); or
• there are fewer seats than originally anticipated, for example, because the aircraft has been exchanged for a smaller one.

Denying a passenger boarding because there are not enough seats is not the same as refusing to transport them, for example:

• for health, safety, or security reasons;
• for failing to follow airline rules or instructions;
• because a passenger does not have appropriate travel documents; or
• the passenger has failed to respect check-in and departure gate cut-off time limits.

Volunteers:

During a denied boarding situation, PAL will first solicit volunteers who are willing to give up their seat in exchange for compensation.

Boarding Priorities:

If there are not enough volunteers, we may deny boarding involuntarily to passengers holding a confirmed reservation in accordance with our policy on denied boarding priority, as found in our domestic tariff.

Information:

If you are involuntarily denied boarding, PAL Airlines will advise you why you were denied boarding, the compensation and standards of treatment to which you may be entitled as well as the recourses you have available.

Rebooking:

If you are denied boarding because of a situation that’s outside of our control, here is how your travel plans will be accommodated:

• We’ll rebook you on the next available PAL Airlines flight within 48 hours of the end of the event that caused the denial of boarding; or
• If we cannot do this, we will re-route you on any carrier via any reasonable air route to your destination or re-route you from another airport that is within a reasonable distance of your departure airport to your destination (if any). If your new departure is from such an airport, PAL Airlines will arrange for your transportation to that other airport.
• Should you refuse the alternate travel arrangements offered because the arrangements offered do not meet your travel needs or there is no longer the purpose to travel, you are entitled to a refund. Please note that any refunds are subject to the fare rules applicable to your ticket.

If you are denied boarding due to a situation that is within our control or required for safety purposes, here is how your travel plans will be accommodated:

• PAL Airlines will rebook you on the next available PAL Airlines flight within nine (9) hours of your original departure time; or
• If we cannot do this, we will re-route you on a carrier that we have commercial agreements with that departs within 48 hours of your original departure time; or
• If you refuse the alternate travel arrangements offered because travelling no longer serves a purpose, we will refund the unused portion of the ticket or, if you aren’t at your point of origin, refund your ticket and provide you with a confirmed reservation back to your point of origin that accommodates your needs.

Standard of Treatment:

If you are denied boarding for a situation within PAL Airlines’ control we will provide you with the following before you board your next flight booked as part of your alternate travel arrangements, unless this would further delay you:

• Food and drink in reasonable quantities, considering the length of the wait, the time of day and location;
• Access to a means of communication; and
• Hotel or comparable accommodations for overnight delays for out-of-town passengers, subject to availability within reasonable distance from airport.

In the unlikely event of denied boarding within PAL Airlines’ control, a passenger may be entitled to compensation. Below is a table outlining the timelines of impact to the customer and associated compensation rates:

Passengers who experience a flight disruption that is within the airline’s control, but not required for safety, and who choose to take a ticket refund instead of rebooking will still be compensated $125 CAD for the inconvenience. 

We will issue the compensation amount within 48 hours, Monday–Friday, 9:00 a.m.–5:00 p.m.

For more information on denied boarding, please visit:

General Conditions and Tariffs

Summary of regulations

PAL Airlines is committed to providing the highest quality of service to all our customers, and we believe it’s important to make our service commitments readily available to you. 

If you are denied boarding, your flight is cancelled or delayed for at least two (2) 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 small carriers.

For more information about your passenger rights, visit the Canadian Transportation Agency’s website or review our Tariffs:

Local Domestic Scheduled Services Tariffs

International Charter Tariff

Domestic Cargo Tariff

Domestic Charter Tariff

If a person’s travel has been disrupted and they believe that the airline did not meet the obligations in its tariff or the Air Passenger Protection Regulations (APPR), they must complete the Compensation Claim form. If the airline does not respond after 30 days or if they are not satisfied with the airline’s response, they can make a complaint to the CTA.