Tarmac Delays

A tarmac delay is considered an uncontrollable circumstance causing a ground delay (i.e. weather, gateavailability, airport conditions, mechanical problems, Air Traffic Control restrictions etc.) A tarmac delay occurs when passengers are confined in an aircraft, with the aircraft doors closed, with no immediate opportunity to disembark.

In the case of a tarmac delay of 3 hours or less, the Carrier will make all reasonable effort to ensure essential needs are met by providing reasonable quantities of food, drink (every 30 minutes), access to an operable lavatory and will assist a passenger that requires urgent medical assistance to obtain these services. The Pilot in Command is responsible for the safe operation of the flight and will only permit service on board if safety considerations permit. Food and drink service can not jeopardize safety of the passengers or crew (i.e. movement of the aircraft, imminent take-off etc.)

Passengers will be permitted to use their personal electronic devices i.e. mobile phones, to communicate with people outside the aircraft provided there is no safety impact to operations, as determined by the pilot in command.

If the cabin interior becomes uncomfortable due to lack of cooling or heating, the Carrier should provide an opportunity for passengers to disembark. Once a Carrier aircraft is delayed on the tarmac, at an airport within Canada, for more than 3 hours, the Carrier must ensure that resources are arranged to allow passengers to disembark (i.e. ground handling and customer service staff etc.) If feasible, passengers with disabilities (including support persons, service animals) will be given the option to disembark first if they wish to do so.

Passengers that have disembarked will remain under the guidance of qualified personnel until they are safely inside the designated area. The Carrier will coordinate and work with third parties to plan logistics for a tarmac delay (i.e. airport authorities, ATC, etc.) The Carrier Service Representative will assist with re-accommodation or any required special services for affected passengers.

The Carrier is not required to let passengers disembark at the 3-hour mark if takeoff is imminent or if they are prevented by reasons beyond their control, i.e. safety, security, Air Traffic Control, or any means that impede on the safety and security of the passenger.