Summary of Regulations
Communication if flight is interrupted
PAL Airlines will keep passengers regularly informed if there is a flight interruption.
PAL Airlines will provide our passengers information, including the nature of the interruption, as soon as possible through the following methods:
- An audible announcement
- Website flight information display
- Flight information display screens in airports where available
- Persons with disabilities may choose their preferred method of communication within the existing options provided by PAL Airlines
PAL Airlines will provide status updates of flights every 30 minutes until a new departure time has been set.
If at any point in the unlikely event PAL Airlines aircraft are delayed on the ground for an extended period of time, PAL Airlines will ensure the comfort and safety of our passengers by providing food, water, and access to working lavatories to our passengers.
For more information on the rights and regulations of communications of delays or interruptions, including tarmac delays please visit:
Delay or cancellations
During a flight delay or cancellation PAL Airlines has the obligation to offer compensation to passengers for inconvenience based on the compensation amounts for small airlines, as per the Canadian Transportation Agency. The amount of compensation depends on how late the passenger arrives at their final destination, compared to the arrival time on their original itinerary.
Below is a list of when a passenger may be entitled to compensation:
|Length of delay||Compensation Issued||Controllable delay||Controllable but for safety||Uncontrollable|
|3 to <6 hours||$125 or;||$250 PAL travel voucher||X||X|
|6 to <9 hours||$250 or;||$500 PAL travel voucher||X||X|
|9+ hours||$500 or;||$1000 PAL travel voucher||X||X|
There are many different types of factors that contribute to what a controllable, controllable but for safety, and uncontrollable delay or cancellation are. For more guidance on the different types of disruptions, please visit:
Passengers who have experienced a delay or cancellation for reasons within the airlines control have one year to file a claim with PAL Airlines from the date the flight delay or cancellation happened, once the claim has been made PAL Airlines has 30 days to issue a payment or will notify the passenger or why the claim has been rejected.
Passengers experienced a delay or cancellation to their destination may request compensation online on the following link:
If a cancellation or denial of boarding affected the arrival time of a passenger by at least 3 hours PAL Airlines will rebook the passenger on the next available flight if travel arrangements are acceptable to the passenger’s needs.
Any delay or cancellation or denial of boarding by PAL airlines affecting passengers arrival time by over 3 hours where providing travel arrangements are not desired by the passenger, passengers are entitled to a full refund of ticket regardless of fare purchased.
If a flight delay or cancellation is within PAL Airlines’ control (and not required for safety), within 14 days or less of the departure time on their original ticket and rebooking does not meet a passenger’s travel needs (e.g. there is no longer a purpose to travel), the passenger will be entitled to a refund of their ticket regardless of fare purchased, as well as compensation in the form of $125 for inconvenience.
Denied Boarding (Overselling of flights)
PAL Airlines must look for volunteers from all confirmed passenger before denied boarding may occur.
In the unlikely event of denied boarding within PAL Airlines’ control a passenger may be entitled to compensation. Below is a table outlining the timelines of impact to the customer and associated compensation rates:
|Delay to original arrival time and compensation amounts||Optional: Travel voucher offered|
|0 to <6 hours||$900 CAD||$1800 PAL travel voucher|
|6 to <9 hours||$1800 CAD||$3600 PAL travel voucher|
|9+ hours||$2400 CAD||$4800 PAL travel voucher|
We will issue the compensation amount within 48 hours Monday-Friday 9-5pm.
For more information on denied boarding, please visit:
General Conditions and Tariffs
Lost or damaged baggage
PAL Airlines maximum liability for lost, delayed or damaged baggage is now $2100.00 CAD per person, per incident. Passengers may be entitled to this compensation in the event baggage has been lost or damaged beyond normal wear and tear.
A passenger must file a claim for expenses with the airline. For damaged baggage, the claim must be submitted within 7 days after the passenger receives the baggage. For potentially lost baggage, the claim must be submitted within 21 days after it was supposed to arrive.
If you suspect your baggage has been lost or damaged we recommend you notify a customer service representative at your destination within one hour of flight arrival.
For submitting a baggage claim, contact: 1-800-345-0444 or email@example.com
For more information on lost or damaged baggage compensation rates, please visit:
General Conditions and Tariffs
Transportation of musical instruments
PAL Airlines will allow musical instruments to be carried onboard providing they meet the carry-on size and weight requirements.
Instruments may also be sky checked and/or accepted as checked baggage as long as they are properly packed in a hard sided case and meet the size requirements. PAL will accept instruments as sky check and/or checked baggage if they are not packaged properly (i.e. a soft sided case) provided the passenger agrees to sign an LRT that releases PAL for any liabilities. The instrument must meet the size requirement.
Should musical instruments be damaged or lost during travel, where the damage or loss is the result of mishandling by PAL Airlines, the maximum liability is $2,100.00. In such instances the passenger must provide PAL with proof of original receipt or a professional appraisal. If the passenger declares the monetary value is greater than PAL’s maximum liability, the instrument is required to be shipped through PAL Cargo whereas a declared value can be established.
For more information on transportation of musical instruments, please visit:
Seating of children under the age of 14 years
PAL Airlines will seat children under the age of 14 with their parents, guardians, or travel companions at no additional cost. Please contact the Customer Care Center at 1-800-563-2800.
For passenger protection questions or complaints, contact: 1-800-345-0444 or firstname.lastname@example.org
To file a complaint with the Canadian Transportation Agency, visit: https://services.otc-cta.gc.ca/eng/air-travel-complaints
For all new regulation highlights, visit: https://otc-cta.gc.ca/eng/air-passenger-protection-regulations-highlights