The following outlines our guest service plan in the event of delays, cancellations and diversion for flights departing, arriving or diverted to the U.S.

We remain committed to providing a great guest experience. Should a flight interruption occur, your safety and comfort remains our priority. The following plan has been developed in the event of an extended tarmac delay for flights in the U.S. This contingency plan has been developed in accordance with the U.S. Department of Transportation Enhanced Protections for Airline Passengers regulations (14 CFR Part 259).

Flight status changes on the day of your flight (in effect for delays, cancellations or diversions)
We will inform you of changes to your flight's status within 30 minutes from the time we are notified of the change. This information will be available through the flight status tool on our website and by calling 1-800-581-9499. We will also provide updates at the boarding gate area, and continue to provide updates every 30 minutes.

Delays at the airport
If you have not yet boarded your flight and we have estimated a delay of two or more hours, we will issue you a food voucher.  If you are delayed overnight and did not start your journey at the airport where the delay has occurred, we will provide you with a hotel voucher, airport transfers and food vouchers. Please note that we will only issue a maximum of three meal vouchers per guests per day.

On-board departure and arrival delays
During an extended delay on board the aircraft, we will provide you with:

• Functioning lavatory facilities.
• Access to medical attention (if or when necessary).
• Food and water. This is provided no later than two (2) hours after the aircraft leaves the gate (for departures) or touches down (for arrivals and diversions), unless the pilot-in-command deems that safety or security precludes such service.

You will be given the opportunity to deplane within four (4) hours unless the pilot-in-command determines that a safety-related concern prevents the aircraft from returning to the gate or air traffic control advises that a return to the gate or deplaning at another location is not possible.