Air Inuit
Compensation
Welcome to your comprehensive guide to understanding your passenger rights with Air Inuit under the Canadian Air Passenger Protection Regulations (APPR). This resource details your entitlements for flight disruptions, baggage issues, tarmac delays, and more when traveling to or from Canada, particularly in Nunavik and Northern Quebec. Whether you’re flying to Kuujjuaq, Puvirnituq, or Montreal, know your rights and how to claim compensation with Air Inuit.
Introduction to Air Inuit
Air Inuit, based in Montreal, Quebec, is a regional airline serving Nunavik and Northern Quebec, connecting remote communities like Kuujjuaq, Inukjuak, and Salluit with hubs such as Montreal (YUL) and Quebec City (YQB). As a small carrier under APPR, Air Inuit provides essential services to Inuit communities and adheres to specific passenger protections. This section outlines Air Inuit’s commitment to reliable service and your rights.
Key Services
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Regional Network: Operates Dash 8, Boeing 737, and Twin Otter aircraft to over 25 destinations, primarily in Nunavik.
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Cabin Classes: Single-class Economy, with flexible fare options.
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Regulatory Compliance: Adheres to APPR for Canadian flights and the Montreal Convention for international travel (limited routes).
Your Rights During Flight Delays
When your flight is delayed, Air Inuit must provide assistance after a 2-hour delay:
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Timely Updates: Air Inuit provides delay reasons (e.g., weather, maintenance) every 30 minutes via SMS, email, airport displays, or audible announcements. Accessible formats are available for passengers with disabilities.
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Standards of Treatment (Within Control or Safety-Related): If notified less than 12 hours before departure and waiting 2 hours or more past the scheduled departure:
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Food and Beverages: Reasonable food and beverages based on wait time and location.
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Communication Access: Free Wi-Fi or phone calls.
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Accommodation: For overnight delays, free hotel stays and airport transfers for out-of-town passengers, subject to availability within a reasonable distance.
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Rebooking or Refund:
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Within Control or Safety-Related: Rebooking on the next available Air Inuit or partner airline flight as soon as feasible, or a refund of unused ticket portions.
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Outside Control: Rebooking on Air Inuit’s next available flight or partner airline within 48 hours, or a refund if travel no longer serves a purpose, including a return flight to your origin.
Compensation for Delays (Within Control, Not Safety-Related)
For delays within Air Inuit’s control (e.g., commercial decisions), if you were informed less than 14 days before departure:
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3-6 Hours: CAD 125
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6-9 Hours: CAD 250
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9+ Hours: CAD 500
Exclusions: No compensation for delays outside Air Inuit’s control (e.g., weather, air traffic control), safety-related delays (e.g., mechanical issues), or if you were informed 14 days or more before departure. Claims must be filed within one year.
Additional Notes: Refunds are processed within 30 days to the original payment method or as non-expiring travel credits if agreed in writing. The Montreal Convention may offer up to 1,519 Special Drawing Rights (≈ CAD 3,000, subject to exchange rate) for expenses on international flights.
Your Rights During Flight Cancellations
When an Air Inuit flight is cancelled, the airline must:
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Prompt Notification: Reasons (e.g., operational, weather) communicated via SMS, email, or airport staff.
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Rebooking or Refund Options:
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Within Control or Safety-Related: Rebooking on Air Inuit or partner flight as soon as feasible, or a refund of unused ticket portions.
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Outside Control: Rebooking on Air Inuit or partner flight within 48 hours, or a refund, including a return flight to your origin if travel no longer serves a purpose.
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Standards of Treatment (Within Control): For cancellations notified less than 12 hours before departure:
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Reasonable food and beverages based on wait time and location after a 2-hour wait.
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Free communication (Wi-Fi or phone).
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Hotel and transfers for overnight delays, if available.
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Compensation for Cancellations (Within Control, Not Safety-Related)
For cancellations within Air Inuit’s control if you were informed less than 14 days before departure:
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3-6 Hours Delay: CAD 125
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6-9 Hours Delay: CAD 250
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9+ Hours Delay: CAD 500
Exclusions: No compensation for uncontrollable events (e.g., severe weather, NOTAMs) or safety-related cancellations. File claims within one year.
Additional Support: Refunds include baggage fees if applicable. Air Inuit prioritizes unaccompanied minors and passengers with disabilities.
Your Rights During Missed Connections
If an Air Inuit delay or cancellation causes a missed connection:
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Communication: Updates via SMS, email, or airport staff on rebooking options.
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Rebooking or Refund:
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Within Control or Safety-Related: Rebooking on Air Inuit or partner flight as soon as feasible, or a refund of unused ticket portions.
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Outside Control: Rebooking on Air Inuit or partner flight within 48 hours, or a refund, including a return flight to your origin if travel no longer serves a purpose.
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Standards of Treatment (Within Control): Meals, communication, and accommodation for delays of 2 hours or more when notified less than 12 hours before departure.
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Compensation for Missed Connections (Within Control, Not Safety-Related)
For missed connections within Air Inuit’s control:
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3-6 Hours Delay: CAD 125
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6-9 Hours Delay: CAD 250
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9+ Hours Delay: CAD 500
Exclusions: No compensation for uncontrollable events or safety-related issues. Submit claims within one year.
Your Rights During Denied Boarding
For involuntary denied boarding due to overbooking:
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Volunteer Request: Air Inuit seeks volunteers to relinquish seats, offering benefits (e.g., travel credits) with written confirmation. Volunteers are not entitled to further compensation.
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Communication: Written statement of reasons and rights provided at the gate.
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Rebooking:
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Within Control or Safety-Related: Rebooking on Air Inuit or partner flight as soon as feasible, or a refund of unused ticket portions.
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Outside Control: Rebooking on Air Inuit or partner flight within 48 hours, or a refund, including a return flight to your origin if applicable.
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Standards of Treatment (Within Control): Before boarding the alternate flight:
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Reasonable food and beverages based on wait time and location.
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Free communication (Wi-Fi or phone).
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Hotel and transfers for overnight delays (>8 hours), if available.
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Compensation for Denied Boarding (Within Control, Not Safety-Related)
For involuntary denials within Air Inuit’s control:
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3-6 Hours Delay: CAD 900
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6-9 Hours Delay: CAD 1,800
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9+ Hours Delay: CAD 2,400
Exclusions: No compensation for safety-related denials, uncontrollable events (e.g., security threats), non-compliance with check-in deadlines, or if rebooked on the same flight. Claims due within one year, paid within 48 hours.
Additional Notes: Compensation is in cash, cheque, or bank transfer unless a higher-value, non-expiring travel credit is agreed in writing.
Your Rights for Baggage Issues
For lost, delayed, or damaged baggage (Montreal Convention, APPR):
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Prompt Communication: Report issues to an Air Inuit agent upon arrival or within 24 hours at 1-800-361-5933 (ext. 6286) or email. Track via WorldTracer at www.airinuit.com. File a Baggage Loss/Damaged Report.
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Compensation:
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Lost or Damaged Baggage: Up to 1,519 Special Drawing Rights (≈ CAD 3,000, subject to exchange rate) under the Montreal Convention.
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Delayed Baggage: Reimbursement for reasonable interim expenses (e.g., toiletries, clothing) upon submitting receipts.
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Baggage Fee Refund: Full refund of checked baggage fees for lost, delayed, or damaged baggage.
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Process:
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Report missing/damaged baggage at the airport or within 24 hours (missing) or 7 days (damaged).
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Submit claims with receipts, tickets, and report reference within 21 days (delayed) or 30 days (lost) to baggageclaims@airinuit.com.
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Missing contents must be reported within 3 days.
Exclusions: Air Inuit is not liable for normal wear (e.g., scratches, damaged handles), overpacked baggage, manufacturing defects, or valuables in checked bags. Failure to report within time limits relieves liability unless proven impossible.
Additional Notes: Musical instruments are accepted as carry-on (≤5 kg, in hard-shell case) or checked baggage (≤32 kg), subject to space and excess fees.
Tarmac Delays
Your Rights During Tarmac Delays
For tarmac delays at Canadian airports:
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Communication: Updates every 30 minutes via onboard announcements or www.airinuit.com.
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Care After Delay:
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Access to working lavatories (if equipped).
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Ventilation, heating, or cooling.
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Communication access (e.g., crew updates).
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Reasonable food and beverages based on wait time and location.
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Disembarkation: After 3 hours, the aircraft must return to the gate to allow passengers to disembark unless takeoff is imminent within 45 minutes or safety/security prevents it. Passengers with disabilities and support persons/animals disembark first if feasible.
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Medical Assistance: Immediate access to urgent medical care.
Additional Notes: No compensation for tarmac delays under APPR, but standards of treatment apply.
Reimbursement of Expenses
Your Rights for Reimbursement of Expenses
For disruptions within Air Inuit’s control:
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Eligible Expenses: Reasonable interim expenses with receipts.
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Submission Process: Submit the official itemized receipts from the vendor along with the expense details when submitting the compensation claim form on our website.
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Standards of Treatment: Reimbursement for meals, transport, or lodging if not offered.
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Montreal Convention: Up to 1,519 Special Drawing Rights (≈ CAD 3,000, subject to exchange rate) for international flight expenses.
Reimbursement Limits
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Delayed Baggage: Reasonable interim expenses with receipts, plus baggage fee refunds.
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Flight Delays/Cancellations: Reasonable expenses based on disruption; alcohol/tips excluded.
Note: Expenses due to uncontrollable events (e.g., weather) are not reimbursable. If unresolved, passengers may file a complaint with the Canadian Transportation Agency (CTA).
