Air North
Compensation
Welcome to your essential guide for understanding your passenger rights with Air North, Yukon’s Airline, under the Canadian Air Passenger Protection Regulations (APPR). This resource details your entitlements for flight disruptions, baggage issues, tarmac delays, and more, ensuring you’re informed when traveling on routes like Whitehorse (YXY) to Vancouver (YVR) or Dawson City (YDA). Whether flying Economy or on a charter, know how to claim compensation and support with Air North.
Introduction to Air North
Air North, Yukon’s Airline, based in Whitehorse, Yukon, is a small carrier under APPR, serving over 10 destinations across Canada, including Yukon, British Columbia, Alberta, and the Northwest Territories. Known for its northern hospitality, Air North operates Boeing 737s and ATR-42s, offering scheduled and charter services. This section outlines Air North’s commitment to passengers and key services.
Key Services
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Regional Network: Connects northern communities like Whitehorse, Dawson City, and Inuvik with major hubs like Vancouver and Calgary.
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Passenger Experience: Complimentary meals, 2 free checked bags (up to 50 lbs each), and flexible fare options (Flex, Value, Super Saver).
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APPR Compliance: As a small carrier, Air North adheres to APPR for flights to/from/within Canada, ensuring communication, care, and compensation where applicable.
Your Rights During Flight Delays
For Air North flights delayed ≥2 hours:
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Timely Updates: Delay reasons (e.g., maintenance, weather) provided every 30 minutes via email, Air North website, airport screens, check-in counters, gate announcements, or onboard. Accessible formats are available for passengers with disabilities.
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Standards of Treatment (Within Control or Safety-Related): If notified <12 hours before departure and waiting 2 hours or more past the scheduled departure:
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Food and Beverages: Snacks or vouchers (~CAD 10-15) based on wait time, time of day, and location (e.g., limited options in remote Yukon airports).
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Communication Access: Free phone calls or Wi-Fi (where available).
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Accommodation: For overnight delays, free hotel or comparable lodging (if available in remote areas) and transport to/from the airport for out-of-town passengers.
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Rebooking or Refund:
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Within Control or Safety-Related: Rebooking on Air North’s next available flight or a partner airline (e.g., codeshare partners) via a reasonable route, as soon as feasible from the same airport.
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Outside Control: Rebooking on Air North’s next available flight or a partner airline within 48 hours.
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Refund: If travel no longer serves a purpose or rebooking is unsuitable, refund unused ticket portions and fees, including a free return to your origin if stranded.
Compensation for Delays (Within Control, Not Safety-Related)
For delays within Air North’s control (e.g., scheduling errors) with ≤14 days’ notice, as a small carrier:
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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 North’s control (e.g., weather, air traffic control, safety-related delays). Claims must be filed within one year.
Additional Notes: Refunds are processed within 30 days to the original payment method. International flights may qualify for Up to 1,519 Special Drawing Rights (≈ CAD 3,000, subject to exchange rate) under the Montreal Convention for expenses.
Your Rights During Flight Cancellations
For cancellations of Air North flights to/from/within Canada:
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Prompt Notification: Reasons (e.g., crew shortages, weather) communicated via email, Air North website, airport screens, check-in, gate, or onboard announcements.
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Rebooking or Refund Options:
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Within Control or Safety-Related: Rebooking on Air North’s next available flight or a partner airline via a reasonable route, as soon as feasible.
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Outside Control: Rebooking on Air North’s next available flight or a partner airline within 48 hours.
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Refund: Full refund for unused tickets and fees (e.g., baggage, seat selection). If stranded, a free return flight to your origin.
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Standards of Treatment (Within Control): If notified <12 hours before departure:
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Snacks or vouchers (~CAD 10-15) after a 2-hour wait.
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Free communication (phone or Wi-Fi, where available).
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Hotel and airport transfers for overnight delays, subject to local availability.
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Compensation for Cancellations (Within Control, Not Safety-Related)
For cancellations within Air North’s control with ≤14 days’ notice:
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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., snowstorms in Yukon, strikes by non-Air North entities), safety-related cancellations, or if notified ≥15 days in advance. File claims within one year.
Additional Support: Air North prioritizes passengers with disabilities, unaccompanied minors, and families for rebooking. Refunds are issued within 30 days.
Your Rights During Missed Connections
If an Air North delay or cancellation causes a missed connection on the same ticket:
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Communication: Updates via email, website, airport screens, or staff about rebooking options.
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Rebooking or Refund:
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Within Control or Safety-Related: Rebooking on Air North’s next available flight or a partner airline via a reasonable route, as soon as feasible.
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Outside Control: Rebooking on Air North’s next available flight or a partner airline within 48 hours.
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Refund: Full refund for unused tickets if travel no longer serves a purpose, including a return to your origin.
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Standards of Treatment (Within Control): Snacks, communication, and accommodation for delays over 2 hours notified <12 hours before departure.
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Compensation for Missed Connections (Within Control, Not Safety-Related)
For missed connections within Air North’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, safety-related issues, or passenger-caused delays (e.g., missing check-in). Submit claims within one year.
Your Rights During Denied Boarding
For involuntary denied boarding due to overbooking:
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Volunteer Request: Air North seeks volunteers to relinquish seats, offering benefits (e.g., travel vouchers) agreed upon in writing in the event of involuntary denied boarding.
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Communication: Written statement of reasons and rights provided at the gate or via email.
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Rebooking:
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Within Control or Safety-Related: Rebooking on Air North’s next available flight or a partner airline as soon as feasible, or any carrier if unavailable.
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Outside Control: Rebooking on Air North’s next available flight or a partner airline within 48 hours, or any carrier if unavailable.
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Refund: Full refund for unused tickets and fees if rebooking is unsuitable, including a return to your origin.
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Standards of Treatment (Within Control): Before boarding the alternate flight:
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Snacks or vouchers (~CAD 10-15).
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Free communication (phone or Wi-Fi, where available).
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Hotel and transfers for overnight delays, if feasible in remote areas.
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Downgrade Compensation: If rebooked in a lower class, Air North refunds the fare difference (Air North Tariff Section 10).
Compensation for Denied Boarding (Within Control, Not Safety-Related)
For involuntary denials within Air North’s control, as a small carrier:
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3-6 Hours Delay: CAD 900
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6-9 Hours Delay: CAD 1800
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9+ Hours Delay: CAD 2400
Exclusions: No compensation for safety-related denials, uncontrollable events (e.g., weather), non-compliance with check-in/documentation, or if rebooked in the same class. Claims due within one year, paid within 48 hours via cash, cheque, or bank transfer unless a higher-value voucher is agreed.
Priority Boarding: Unaccompanied minors, passengers with disabilities (and support persons/animals), and families are prioritized.
Your Rights for Baggage Issues
For lost, delayed, or damaged baggage (Montreal Convention, APPR, Air North Tariff Section 12):
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Prompt Communication: Report issues at the airport baggage desk or online at https://www.flyairnorth.com/contact-us/administration within 7 days (damaged) or 21 days (delayed/lost). Track via Air North’s baggage system.
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Compensation:
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Lost Baggage: Up to 1,519 Special Drawing Rights (≈ CAD 3,000, subject to exchange rate) if not found within 21 days, plus refunds for baggage fees and interim expenses (e.g., clothing, toiletries).
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Delayed Baggage: Reasonable interim expenses (~CAD 50-$100/day, max ~CAD 2,350) with receipts, plus baggage fee refunds. Air North aims to deliver within 24 hours.
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Damaged Baggage: Up to 1,519 Special Drawing Rights (≈ CAD 3,000, subject to exchange rate) if claimed within 7 days, plus baggage fee refunds.
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Mobility Aids: Immediate repair or replacement, prioritizing accessibility.
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Process:
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Submit reports at the airport or online with receipts, tickets, and claim reference.
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Claims for missing contents must be made within 7 days.
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Musical Instruments: Carry-on (≤115 cm total dimensions) or checked (hard-sided case recommended). Counts as standard baggage (≤50 lbs free); excess fees apply if over allowance. Alternate arrangements if aircraft changes reduce cabin space.
Exclusions: Air North is not liable for normal wear, overpacked bags, manufacturing defects, or valuables in checked baggage. Travel insurance is recommended.
Additional Notes: Interim expenses must be reasonable; passengers must limit losses (e.g., avoid luxury purchases).
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 Air North website.
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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., personal device use, if feasible).
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Snacks and water (~CAD 10-15) in reasonable quantities, considering remote airport limitations.
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Disembarkation: After 3 hours, passengers can disembark unless takeoff is imminent within 45 minutes or safety/security/air traffic control/customs 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 if needed.
Additional Notes: No compensation for tarmac delays under APPR, but standards of treatment apply. For diversions to non-Canadian airports, local laws may supersede APPR, with refunds for unused tickets if detained.
Reimbursement of Expenses
Your Rights for Reimbursement of Expenses
For disruptions within Air North’s control:
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Eligible Expenses: Reasonable costs for essentials (e.g., meals ~CAD 20-30/day, toiletries, hotels) not provided by Air North, incurred due to delays/cancellations notified <12 hours before departure or delayed baggage.
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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 by Air North.
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Montreal Convention: Up to 1,519 Special Drawing Rights (≈ CAD 3,000, subject to exchange rate) for international flight expenses, ~CAD 2,350 for baggage.
Reimbursement Limits
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Delayed Baggage: Up to ~CAD 2,350 for interim expenses, plus baggage fee refunds.
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Flight Delays/Cancellations: Reasonable expenses based on disruption; alcohol, luxury items, or tips excluded.
Note: Expenses due to uncontrollable events are not reimbursable. Escalate unresolved claims to the CTA at www.otc-cta.gc.ca
