If your flight is canceled or delayed for at least two hours, denied boarding, or your baggage is lost or damaged, you may be entitled to a claim under the Air Passenger Protection Regulations. For more information about your passenger rights, please review or visit the Canadian Transportation Agency website.
Definitions:
- Situations within airline control are any situations not covered by the two categories below. For example, they include commercial overbooking; scheduled maintenance of an aircraft that is necessary to comply with legal requirements; or mechanical malfunction of the aircraft identified during scheduled maintenance.
- Situations within airline control but required for safety purposes are typically unforeseen events legally required to reduce safety risk to passengers. While this includes mechanical problems, it does not include scheduled maintenance or mechanical problems identified during scheduled maintenance. Safety decisions made by the pilot and those made under an airline’s Safety Management System would also fall into this category.
- Situations outside airline control include war or political instability; illegal acts or sabotage; meteorological conditions or natural disasters that make the safe operation of the aircraft impossible; instructions from air traffic control; a Notice to Airmen (as defined in the Canadian Aviation Regulations); a security threat; airport operation issues; a medical emergency; a collision with wildlife; a labor disruption within the carrier or an essential service provider such as an airport or an air navigation service provider; a manufacturing defect in an aircraft that reduces the safety of passengers and that was identified by the manufacturer of the aircraft concerned, or by a competent authority; and an order or instruction from an official of a state or a law enforcement agency or a person responsible for airport security.
Denied Boarding
This occurs when a passenger is denied boarding due to an overbooking where the number of passengers exceeds the number of seats in the aircraft. This does not include passengers who are waitlisted and anyone who is refused boarding due to safety, security, or health reasons. For all situations within the carrier’s control, or when required for safety purposes, North-Wright will not deny boarding to a passenger unless the carrier has asked all passengers if they are willing to give up their seat.
If you are involuntarily denied boarding for a reason that is within the airline control and is not required for safety, a passenger is entitled to compensation under the Air Passenger Protection Regulations.
We will issue compensation at the time the passenger is notified that they are denied boarding. If the delay at arrival is longer than expected, the amount of compensation could be supplemented. If the payment cannot be made before the passenger’s new departure time, we will issue the payment within 48 hours.
We will then rebook the passengers free of charge as well as applicable standards of treatment as seen below.
Flight Delay/Cancellation
If the flight is delayed at the departure of at least 2 hours for the reason that it is within North-Wright’s control or any delays or cancellations that are required for safety purposes that are within North-Wright’s control, we will provide the following standards of treatment:
- Food and Drink in reasonable quantities
- Means of communication
- Accommodation (if passengers will stay overnight, we will offer accommodation free of charge as well as free transportation to and from the airport)
These standards of treatment stated above do not include acts of God, or cancellations or flight delays due to weather, as it is outside of the North-Wright’s control.
North-Wright will keep you informed if there’s any flight disruption such as flight delays or cancellations through the following:
- Our reservations and check-in crew will notify you
- Electronic via email or SMS subject to the availability of these methods on the location
Refund/Rebooking
For any type of delays or cancellations, it is North-Wright’s responsibility to complete the itinerary of all passengers. We will rebook your ticket on the next available flight free of charge.
You have the option to cancel, change, or request a refund by calling us at 867-587-2288 ex 1000 for any flight delays or disruption.
If the reason for the cancellation is within North-Wright’s control but not required for safety, passengers can claim compensation based on the length of delay at arrival at their final destination.
If a passenger is informed 14 days or less before the departure time on their original ticket that the arrival of their flight at the destination that is indicated on that original ticket will be delayed or canceled, North-Wright will provide the minimum compensation for the inconvenience in the manner set out above.
To complete a claim, please click here.
Lost/Damaged Baggage
A passenger can claim for expenses if the baggage is damaged or lost during travel. For damaged baggage, the claim must be submitted within 7 days after the passenger receives the baggage. For lost baggage, the claim must be submitted within 21 days after the day it was supposed to arrive. The regulations also require North-Wright to reimburse passengers for any baggage fees paid if their baggage is damage or loss.
To complete a claim, please click here.
Failure to submit a claim within the set time limits could result in denying your claim.
Tarmac Delays
Our weather conditions and the type of aircraft necessitates that we immediately require passengers to disembark and go back to the nearest airport facility for any tarmac delays. Passenger disembarkation should be completed after 30 minutes. If the delay is at least 2 hours, North-Wright will provide the standard of treatment like food of reasonable quantities, access to working lavatories, means of communication, etc.
Seating of Children
Due to the type of aircraft North-Wright has, seating assignments are currently not available. However, any minors under the age of 12 must travel with an escort and the escort should be seated next to the minor. The accompanying person or escort must be at least 16 years old.
Transporting Musical Instruments
Any musical instruments must be checked in. Carry on may not be allowed in any of our aircraft due to cabin size restrictions. For any questions about transporting musical instruments, please call our Cargo office at 867-587-2288 ex 1003. Alternately, you email us at info@north-wrightairways.com.
Alternately, you have the option of contacting the Canadian Transportation Agency with your concern, using their online form. You can also contact the CTA at 1-888-222-2592 or info@otc-cta.gc.ca.