PAL Airlines
Compensation

PAL Airlines aircraft flying over airport with clean white background and compensation banner showing passenger rights including flight disruptions baggage and delayed baggage

This guide details your rights as a passenger with PAL Airlines under the Canadian Air Passenger Protection Regulations (APPR) enforced by the Canadian Transportation Agency (CTA) for flights within Canada, the Montreal Convention for baggage issues, and PAL Airlines’ Local Domestic Scheduled Services Tariff (available at www.palairlines.ca). It covers flight disruptions, baggage handling, tarmac delays, family seating, and musical instruments, based on official sources including www.palairlines.ca, www.otc-cta.gc.ca.

Introduction to PAL Airlines

PAL Airlines, headquartered at St. John’s International Airport (YYT), Newfoundland and Labrador, is a regional airline operating scheduled passenger, cargo, air ambulance, and charter services across Eastern Canada and Quebec. With bases in St. John’s, Halifax (YHZ), Happy Valley-Goose Bay (YYR), and Montreal (YUL), PAL Airlines serves destinations like St. John’s, Deer Lake (YDF), and Goose Bay, focusing on regional connectivity. As a Small Carrier under the APPR (transporting fewer than two million passengers annually in the past two years), PAL complies with APPR, the Montreal Convention, and its tariffs to support passengers during disruptions. The airline operates a fleet including Saab 340, Dash 8-100, and DHC-6 Twin Otters, offering a single Economy cabin.

Key Services

Network: Regional routes in Newfoundland and Labrador, the Maritimes, and Quebec, often serving remote communities.
Cabin Classes: Economy (standard seating; Saab 340 and Dash 8-100 have lavatories, Twin Otters do not).
Accessibility: Services for passengers with disabilities and unaccompanied minors (5–11 years, with mandatory escort service for a fee).
Customer Support: Updates via website, email, SMS, airport announcements, or flight information display screens during disruptions.

Flight Delays

Your Rights During Flight Delays

For PAL Airlines flights delayed by 2 hours or more:

Prompt Communication: Updates every 30 minutes on delay reasons (e.g., crew scheduling, maintenance) via audible airport announcements, website flight status, flight information display screens (where available), or passenger-preferred methods (e.g., email, SMS). Accessible formats are provided for passengers with disabilities.
Standards of Treatment: ((within PAL’s control or required for safety, notified <12 hours, after 2 hours past scheduled departure):
- Meals and refreshments (e.g., water, snacks, or meal vouchers at pre-established airport restaurants, based on wait time and time of day; limited in remote areas like Labrador).
- Access to communication (e.g., Wi-Fi, gate phones, or pre-paid calling cards where available).
- Overnight Delay: Hotel accommodation and round-trip transportation for non-residents, subject to availability in remote areas.
- Assistance may be limited if it would further delay the flight or if facilities are unavailable.

Alternate Arrangements (delays ≥3 hours):

Within PAL’s Control or for Safety: Rebooking on the next available flight. If the airline cannot provide a confirmed booking within 48 hours, they must rebook the passenger on a flight operated by any carrier.
Outside PAL’s Control (e.g., weather, air traffic control): Rebooking on the next available flight. If the airline cannot provide a confirmed booking within 48 hours, they must rebook the passenger on a flight operated by any carrier.
Refunds: Full refund if travel no longer serves a purpose, or return to your point of origin if stranded.

Compensation for Delays

(within PAL’s control, not required for safety, notified ≤14 days):

3-6 Hours: CAD 125
6-9 Hours: CAD 250
9+ Hours: CAD 500

Exclusions: No compensation for delays due to extraordinary circumstances (e.g., weather, medical emergencies, NOTAMs), if notified ≥15 days in advance, or for non-public fares. For international flights, the Montreal Convention may apply (up to 1,519 Special Drawing Rights, ~CAD 2,780 as of December 28, 2024).

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Flight Cancellations

Your Rights During Flight Cancellations

For PAL Airlines flights cancelled:

Prompt Notification: Updates within 30 minutes via website, email, SMS, or airport announcements, with accessible communication options.
Standards of Treatment: (within PAL’s control or for safety, notified <12 hours):
- Meals and refreshments after 2 hours (limited at remote airports).
- Hotel accommodation and round-trip transportation for non-residents during overnight delays, subject to availability.
Alternate Arrangements:
Within PAL’s Control or for Safety: Rebooking on the next available flight. If the airline cannot provide a confirmed booking within 48 hours, they must rebook the passenger on a flight operated by any carrier.
Outside PAL’s Control: Rebooking on the next available flight. If the airline cannot provide a confirmed booking within 48 hours, they must rebook the passenger on a flight operated by any carrier.
Refunds: Full refund if travel no longer serves a purpose, or return to the point of origin.

Compensation for Cancellations

(within PAL’s control, not for safety, notified ≤14 days):

3-6 Hours Delay: CAD 125
6-9 Hours Delay: CAD 250
9+ Hours Delay: CAD 500

Exclusions: No compensation for cancellations due to extraordinary circumstances (e.g., weather, strikes), notified ≥15 days in advance, or if compensated elsewhere.

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Missed Connections

Your Rights During Missed Connections

If a PAL delay or cancellation causes a missed connection:

Communication: Updates every 30 minutes via website, email, SMS, or airport announcements.
Standards of Treatment (within PAL’s control or for safety):
Meals and communication after 2 hours (limited at remote airports).
Hotel and transportation for overnight delays, subject to availability.
Rebooking or Refund:
- Rebooking: Rebooking on the next available flight. If the airline cannot provide a confirmed booking within 48 hours, they must rebook the passenger on a flight operated by any carrier.
- Refund: Refund or return to point of origin if travel no longer serves a purpose.

Compensation for Missed Connections

(within PAL’s control):

3-6 Hours Delay: CAD 125
6-9 Hours Delay: CAD 250
9+ Hours Delay: CAD 500

Notes: PAL operates regional flights, often connecting to larger carriers. Contact PAL for assistance with codeshare or interline flights.

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Denied Boarding

Your Rights During Denied Boarding

If involuntarily denied boarding on a PAL flight due to overbooking or operational constraints (e.g., aircraft change):

Volunteer Process: PAL seeks volunteers with benefits (e.g., travel vouchers, CAD 100–300). Volunteers are not entitled to APPR compensation.
Rebooking or Refund:
- Within PAL’s Control or for Safety: Rebooking on the next available flight. If the airline cannot provide a confirmed booking within 48 hours, they must rebook the passenger on a flight operated by any carrier.
- Outside PAL’s Control: Rebooking on the next available flight. If the airline cannot provide a confirmed booking within 48 hours, they must rebook the passenger on a flight operated by any carrier.
- Refunds: Full refund for unused ticket portions, or return to the point of origin if travel no longer serves a purpose.
Standards of Treatment: (within PAL’s control or for safety):
- Meals and communication after 2 hours (limited in remote areas).
- Hotel and transportation for overnight delays, subject to availability.

Compensation for Denied Boarding

(within PAL’s control, not for safety):

3-6 Hours Delay: CAD 900
6-9 Hours Delay: CAD 1,800
9+ Hours Delay: CAD 2,400

Exclusions: No compensation for safety, security, health, inadequate travel documents, or if equivalent seating is offered.

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Baggage Issues

Your Rights for Baggage Issues

For lost, delayed, or damaged baggage:

Reporting: Report delayed or damaged baggage at the airport Baggage Service Desk immediately, providing contact information, baggage description, and boarding pass. File claims within 7 days (damaged baggage) or 21 days (delayed/lost baggage) via the PAL Airlines customer service page or mail (PAL Airlines, Customer Service, 1000 James Blvd, Gander, NL A1V 1W7). Include a Baggage Irregularity Claim form.
Compensation: (Montreal Convention for international flights, APPR for domestic):
- Lost/Damaged Baggage: Up to 1,519 Special Drawing Rights (~CAD 2,780 as of December 28, 2024) for loss or damage. PAL will repair or replace damaged baggage (excluding normal wear and tear, defects, or overpacking).
- Delayed Baggage: Refund of baggage fees; reasonable expenses (e.g., toiletries, clothing) up to CAD 250 with receipts, if returned within 21 days.
- Wheelchairs/Mobility Aids: Full replacement value if lost/damaged, without liability limits.

Process:

Submit claims with boarding pass, baggage tag, receipts, and photos (for damaged baggage). Court action within 2 years.

Notes: No liability for fragile, valuable, or perishable items (e.g., jewelry, electronics, documents), normal wear and tear (e.g., scratches, ripped seams), or damage due to overpacking or defects.

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PAL Airlines baggage issues infographic showing baggage service desk, delayed lost and damaged luggage icons, claim process, and compensation details

Tarmac Delays

Your Rights During Tarmac Delays

For tarmac delays at Canadian or U.S. airports:

Communication: Updates every 30 minutes via onboard announcements or airport staff.
Care After 90 Minutes:
- Food and beverages in reasonable quantities.
- Access to lavatories.
- Ventilation, heating, or cooling.
- Communication access (e.g., free Wi-Fi, phone calls).
- Medical assistance if needed.
Disembarkation: After 3 hours, unless takeoff is imminent within 45 minutes, if safe to facilitate. Priority for passengers with disabilities.

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Reimbursement of Expenses

Your Rights for Reimbursement of Expenses

Eligible Expenses: Reasonable costs (e.g., meals, toiletries, transportation) for delays ≥2 hours or cancellations within PAL’s control, or delayed baggage (≤CAD 250) with receipts.

Reimbursement Limits

Delayed Baggage: Up to 1,519 Special Drawing Rights (~CAD 2,800) for reasonable interim expenses under the Montreal Convention, plus refund of baggage fees.
Flight Delays/Cancellations: Reasonable expenses based on delay duration, location, and time of day (e.g., meals for 2+ hour delays, hotel for overnight disruptions).

Note: No reimbursement for expenses due to uncontrollable events (e.g., weather, air traffic control).

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