Flight Interruption
If you are denied boarding, your flight is cancelled or delayed for at least two hours, or your baggage is lost or damaged you may be entitled to certain standards of treatment and compensation under the Air Passenger Protection Regulations. For more information about your passenger rights please contact your air carrier or visit the Canadian Transportation Agency’s website.
Si l’embarquement vous est refusé, ou si votre vol est annulé ou retardé d’au moins deux heures ou si vos bagages sont perdus ou endommagés, vous pourriez avoir droit au titre du Règlement sur la protection des passagers aériens, à certains avantages au titre des normes de traitement applicables et à une indemnité. Pour de plus amples renseignements sur vos droits, veuillez communiquer avec votre transporteur aérien ou visiter le site Web de l’Office des transports du Canada.
Canadian Transportation Agency's Website
For more information please visit the Canadian Transportation Agency:
https://rppa-appr.ca/eng
Types of Flight Disruptions:
- Flight Delays
- Flight Cancellations
- Denied Boarding
Categories of Flight Disruptions
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What Will We Do?
A Rise Air representative will attempt to notify you as soon as possible in the event of a flight delay or cancellation. We will provide status updates every 30 minutes until a new departure time has been set.
We will provide information in various ways:
- An audible announcement.
- Flight information display screens in airports, where available.
- Via email if you have provided Rise Air with your email address.
When we communicate any delay or cancellation, we will:
- Provide the reason for the delay, the estimated length of the delay and provide transportation and accommodation when applicable.
- Rebook you on the next available Rise Air flight at no additional charge to you.
- Provide you with a refund upon your request.
- Overbooking flights.
- Consolidating or cancelling flights with low passenger demand.
- Staff/flight crew scheduling and availability.
- Flight preparation activities (aircraft grooming, baggage loading, aircraft fueling).
What Will We Do?
A Rise Air representative will attempt to notify you as soon as possible in the event of a flight delay or cancellation. We will provide status updates every 30 minutes until a new departure time has been set.
We will provide information in various ways:
- An audible announcement.
- Flight information display screens in airports, where available.
- Via email if you have provided Rise Air with your email address.
When we communicate any delay or cancellation, we will:
- Provide the reason for the delay, the estimated length of the delay and provide transportation and accommodation when applicable.
- Provide food and drink for disruptions over 2 hours or a hotel voucher if the delay is expected to be extended overnight.
- Rebook to the next available Rise Air flight.
- If rebooking does not meet your travel needs, you will be entitled to a full refund as well as compensation if requested. Compensation is calculated on the length of the delay from original arrival time at destination, and will apply as follows:
Compensation
| LENGTH OF DELAY | COMPENSATION |
|
3 – 5 hours and 59 minutes |
$125.00 or credit of $175.00 |
|
6 – 8 hours and 59 minutes |
$250.00 or credit of $300.00 |
|
9 hours or more |
$500.00 or credit of $550.00 |
- All compensation amounts are in Canadian dollars.
- Employees traveling on flights are not eligible for compensation.
- Passengers have up to one year to make a compensation claim with Rise Air, in writing. We will respond to you within 30 days by either issuing payment or explaining why compensation is denied.
- Please complete the Contact form to obtain more information and to submit your compensation request. Rise Air will respond to all claims within 30 days of receipt.
- Unexpected aircraft malfunctions not identified during routine maintenance that may compromise safety.
- Safety decisions made by the pilot and those made under the Rise Air Safety Management System.
- A delay, cancellation or denial of boarding that is directly attributable to an earlier delay or cancellation that is within our control but is required for safety purposes, is considered to also be within our control but required for safety purposes if Rise Air took all reasonable measures to mitigate the impact of the earlier flight delay or cancellation.
- Routine or scheduled maintenance (including subsequent repairs or required activities).
What will we do?
Rise Air will attempt to notify you as soon as possible in the event of flight delays or cancellations. We will provide status updates every 30 minutes until a new departure time has been set.
We will provide information in various ways:
- An audible announcement.
- Flight information display screens in airports, where available.
- Via email if you have provided Rise Air with your email address.
When we communicate any delay or cancellation, we will:
- Provide the reason for the delay, the estimated length of the delay and provide transportation and accommodation when applicable.
- Provide food and drink for disruptions over 2 hours or a hotel voucher if the delay is expected to be extended overnight.
- Rebook to the next available Rise Air flight.
- If rebooking does not meet your travel needs, you will be entitled to a full refund as well as compensation if requested.
Denied Boarding
Although we do not overbook our flights there may the rare situation when this may occur. In the unlikely event we need to deny boarding for a reason that is within our control (unless it is for safety reasons), you may be entitled to the following compensation:
| Length of Delay (from original arrival time at destination) | Compensation Level |
|---|---|
| Less than 6 hours | $900.00 |
| 6-8 hours and 59 minutes | $1,800.00 |
| 9 hours or more | $2,400.00 |
- All compensation amounts are in Canadian dollars.
- Compensation will NOT be issued if the passenger is being refused travel for the following reasons:
- Their behaviour endangers themselves, passengers, or crew.
- They are unable to comply with the seating configuration.
- They are under the influence of alcohol or drugs.
- Health, safety, or security reasons.
- They do not have appropriate travel documents.
- They have not met the check-in, cut-off and/or departure time limits.
If a tarmac delay occurs, Rise Air will provide passengers with the following:
Access to working lavatories (if the aircraft is equipped with them).
Proper ventilation as well as cooling and/or heating of the aircraft.
Communication to outside the aircraft at no cost.
In Canada, the aircraft must return to the gate before the delay reaches the 3-hour mark and allow you to disembark from the aircraft if it is safe to do so. If it is likely that the flight can takeoff within 45 additional minutes, the aircraft can stay on the tarmac to avoid cancellation of the flight and/or further delay. Complimentary water and snacks will be provided when feasible.
Rise Air will obtain medical assistance should a passenger require it.
If a tarmac delay occurs after landing, we will allow you to disembark as soon as it is safe to do so.
