Arajet
Compensation
Welcome to your essential guide for understanding your passenger rights with Arajet under the Canadian Air Passenger Protection Regulations (APPR). This resource details your entitlements for flight disruptions, baggage issues, tarmac delays, and more when traveling on routes like Toronto (YYZ) to Santo Domingo (SDQ) or connecting flights within Canada. As a small carrier, Arajet operates low-cost flights primarily to the Caribbean and Latin America. Whether flying Economy or with a Smart or Premium Bundle, know how to claim compensation and support with Arajet. If your Arajet flight was delayed or cancelled in Canada, you may be eligible for compensation under Canadian APPR of up to $500 CAD.
This page explains how to claim Arajet compensation in Canada, including Arajet delay compensation, cancellation compensation, and denied boarding claims under Canadian APPR.
Introduction to Arajet
Arajet, a Dominican Republic-based low-cost carrier founded in 2022, is a small carrier under APPR, operating Boeing 737 MAX aircraft to over 20 destinations across the Caribbean, Latin America, and Canada, including Toronto and Montreal. This section outlines Arajet’s services and passenger commitments.
Key Services
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Network: Direct flights from Toronto and Montreal to Santo Domingo, with connections to Latin America and the Caribbean.
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Passenger Experience: Economy class with Smart and Premium Bundles for added services (e.g., baggage, seat selection), and no loyalty program.
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Regulatory Compliance: Adheres to APPR for Canadian flights and the Montreal Convention for international travel.
Your Rights During Flight Delays
For Arajet flights covered under Canadian APPR to/from/within Canada, delayed ≥2 hours:
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Timely Updates: Delay reasons (e.g., maintenance, crew scheduling) provided every 30 minutes via airport announcements, gate displays, email, SMS, or Arajet’s website, with accessible formats (e.g., digital, large print) upon request.
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Standards of Treatment (Within Control or Safety-Related): If notified <12 hours before departure and waiting ≥2 hours:
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Food and Beverages: Meals and refreshments (~CAD 10-15) based on wait time, time of day, and airport facilities, unless providing them delays departure further.
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Communication Access: Free access to communication (e.g., phone, Wi-Fi, where available).
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Accommodation: For overnight delays, free hotel stay and airport transfers for passengers not at their origin, if feasible.
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Rebooking or Refund:
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Within Control or Safety-Related: Rebooking on Arajet’s next available flight within 48 hours, in the same class of service, no extra charge. As a small carrier, Arajet is not required to rebook with partner airlines or other carriers. If rebooked in a lower class, a refund of the fare difference.
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Outside Control: Rebooking on Arajet’s next available flight within 48 hours. If no suitable flight is available within 48 hours, passengers are entitled to a refund.
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Refund: Full refund for unused tickets and fees (e.g., baggage, seat selection) within 30 days to the original payment method if travel no longer serves a purpose or rebooking is unsuitable, including a return to your origin.
Compensation for Delays (Within Control, Not Safety-Related)
For delays within Arajet’s control (e.g., operational decisions, scheduled maintenance) 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 Arajet’s control (e.g., weather, air traffic control, labor disruptions, medical emergencies), safety-related delays (e.g., unforeseen mechanical issues), passengers without confirmed reservations, or those already compensated under another regime. Claims must be filed within 1 year.
Additional Notes: Refunds are processed within 30 days. For international flights (e.g., Canada-Dominican Republic), the Montreal Convention may provide up to ~CAD 2,805 (1,519 SDR) for expenses. If multiple regulations apply, Arajet offers the highest eligible compensation.
Arajet flight delayed in Canada? You could claim up to $500 CAD compensation under APPR. Check your eligibility – free in 2 minutes.
Your Rights During Flight Cancellations
For cancellations of Arajet flights to/from/within Canada:
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Prompt Notification: Reasons (e.g., low demand, weather) communicated via email, SMS, airport announcements, gate displays, or Arajet’s website.
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Rebooking or Refund Options:
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Within Control or Safety-Related: Rebooking on Arajet’s next available flight within 48 hours, in the same class of service, no extra charge. Refund of fare difference if rebooked in a lower class. As a small carrier, Arajet is not required to rebook with other airlines. As a small carrier under Canadian APPR, Arajet is not required to rebook passengers on competing airlines and may limit rebooking to its own flights within 48 hours.
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Outside Control: Rebooking on Arajet’s next available flight within 48 hours. If unavailable, choose a refund or alternate travel arrangements.
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Refund: Full refund for unused tickets and fees within 30 days, or a return flight to your origin if stranded at a connecting airport and travel no longer serves a purpose.
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Standards of Treatment (Within Control): If notified <12 hours before departure:
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Meals and refreshments (~CAD 10-15), unless providing them delays departure.
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Free communication (phone or Wi-Fi, where available).
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Hotel and transfers for overnight delays, if feasible.
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Compensation for Cancellations (Within Control, Not Safety-Related)
For cancellations within Arajet’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., natural disasters, security threats), safety-related cancellations (e.g., manufacturing defects), or passengers without confirmed reservations. File claims within 1 year.
Additional Support: Arajet prioritizes passengers with disabilities, unaccompanied minors, and families for rebooking. Montreal Convention may apply for international flights, offering up to ~CAD 2,805 for expenses.
Your Rights During Missed Connections
If an Arajet delay or cancellation causes a missed connection on the same ticket:
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Communication: Updates via email, SMS, airport announcements, or Arajet’s website about rebooking options.
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Rebooking or Refund:
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Within Control or Safety-Related: Rebooking on Arajet’s next available flight within 48 hours, in the same class of service, no extra charge. As a small carrier, Arajet is not required to rebook with other airlines. As a small carrier under Canadian APPR, Arajet is not required to rebook passengers on competing airlines and may limit rebooking to its own flights within 48 hours.
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Outside Control: Rebooking on Arajet’s next available flight within 48 hours. If unavailable, choose a refund or alternate travel arrangements.
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Refund: Full refund for unused tickets if travel no longer serves a purpose, including a return to your origin from a connecting airport.
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Standards of Treatment (Within Control): Meals, 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 Arajet’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., late check-in). Submit claims within 1 year.
Your Rights During Denied Boarding
For involuntary denied boarding due to overbooking:
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Volunteer Request: Arajet seeks volunteers to relinquish seats in exchange for compensation (e.g., travel vouchers), with written terms provided before departure. If insufficient volunteers, passengers are involuntarily denied boarding, prioritizing unaccompanied minors, passengers with disabilities (and support persons/animals), families, and those previously denied boarding.
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Communication: Written statement of reasons and rights provided at the gate, via email, or SMS, with accessible formats upon request.
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Rebooking:
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Within Control or Safety-Related: Rebooking on Arajet’s next available flight within 48 hours, in the same class of service, no extra charge. As a small carrier, Arajet is not required to rebook with other airlines. As a small carrier under Canadian APPR, Arajet is not required to rebook passengers on competing airlines and may limit rebooking to its own flights within 48 hours.
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Outside Control: Rebooking on Arajet’s next available flight within 48 hours, or refund if unavailable.
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Refund: Full refund for unused tickets and fees within 30 days if you choose not to travel, including a return to your origin.
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Standards of Treatment (Within Control): Before boarding the alternate flight:
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Meals and refreshments (~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.
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Downgrade Compensation: Refund of fare difference if rebooked in a lower class.
Compensation for Denied Boarding (Within Control, Not Safety-Related)
For involuntary denials within Arajet’s control:
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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., medical emergencies, air traffic control), passengers without confirmed reservations, or those already compensated under another regime. Claims due within 1 year, paid within 48 hours via EFT, original payment method, or Arajet travel voucher (if higher than minimum and agreed).
Priority Boarding: Arajet does not board passengers already denied boarding until others are accommodated.
Your Rights for Baggage Issues
For lost, delayed, or damaged baggage (Montreal Convention, APPR, Arajet Notice Rights):
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Prompt Communication: Report issues at the airport baggage desk (Property Irregularity Report, PIR) or online via Arajet customer support within 7 days (damaged) or 21 days (delayed/lost). Track baggage using the PIR reference number.
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Compensation:
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Lost Baggage: Up to 1,519 SDR (~CAD 2,800) if not found within 21 days, plus refunds for baggage fees and reasonable interim expenses (e.g., toiletries, clothing).
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Delayed Baggage: Reasonable interim expenses (~CAD 50-100/day) with receipts, plus baggage fee refunds if delayed ≤21 days.
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Damaged Baggage: Up to 1,519 SDR (~CAD 2,800) 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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File a PIR 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; lost baggage claims within 30 days (21 days for domestic flights).
Exclusions: Arajet is not liable for normal wear, overpacked bags, manufacturing defects, or valuables (e.g., electronics, jewelry) in checked baggage. Travel insurance is recommended.
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 Arajet’s website.
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Care After Delay:
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Access to working lavatories.
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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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Adequate food and drink (~CAD 10-15) in reasonable quantities.
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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. Priority given to passengers with disabilities and support persons/animals.
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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 apply, with refunds for unused tickets if detained.
Reimbursement of Expenses
Your Rights for Reimbursement of Expenses
For disruptions within Arajet’s control:
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Eligible Expenses: Reasonable costs for essentials (e.g., meals ~CAD 20-30/day, toiletries, hotels) not provided by Arajet, 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 Arajet.
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Montreal Convention: Up to ~CAD 2,805 (1,519 SDR) for international flight expenses, ~CAD 2,350 (1,288 SDR) for baggage.
Reimbursement Limits
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Delayed Baggage: Reasonable expenses (~CAD 50-100/day), 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 (e.g., weather, air traffic control) are not reimbursable. Arajet responds to claims within 30 days. Escalate unresolved claims to the CTA (www.otc-cta.gc.ca, 1-888-222-2592) within 30 days.
