Tarmac Delays

A Tarmac Delay occurs when passengers are confined to an aircraft, with no immediate opportunity to disembark when the aircraft is on the ground with its doors closed for take-off; or has just landed (wheels down).

If a flight is delayed on the tarmac, Calm Air will provide passengers with the following standards of treatment free of charge:

  • Access to lavatories in working order (if the aircraft is equipped with lavatories);
  • Proper ventilation and cooling or heating of the aircraft;
  • A means to communicate with people outside of the aircraft, if it is feasible to do so;
  • Food and drink in reasonable quantities, taking into account the length of the delay, the time of day and the location of the airport; and
  • Access to medical assistance if a passenger requires urgent medical assistance.

Passenger Disembarkation

If a flight is delayed on the tarmac at an airport in Canada for more than 3 (three) hours, Calm Air will allow passengers to disembark.

Exceptions:

Calm Air is not required to provide an opportunity for passengers to disembark if:

  • “Take-off is imminent”, meaning it is likely that take-off will occur less than three hours and 45 minutes following the start of the tarmac delay.
  • The opportunity to disembark is prevented by reasons beyond Calm Air’s control (i.e., safety, security, air traffic control, or customs reasons).

Priority Disembarkation

If Calm Air is able to allow customers to disembark (if feasible), passengers with disabilities and their support person (attendant/escort), service animal or emotional support animal will be given the opportunity to disembark first.

Need Additional Help, Information and/or Solutions?

Passengers may contact Calm Air directly by calling Reservations at 1-800-839-2256, or by emailing [email protected]. For more information pertaining to the above content, please refer to the Scheduled Domestic Tariff.

Passengers who have attempted to resolve a complaint with Calm Air directly and are unsatisfied with the outcome may file a complaint directly with the Canadian Transportation Agency.