Flight Interruptions

If Your Flight is Interrupted

Wasaya Airways will keep passengers regularly informed if there is a flight interruption.

Wasaya Airways 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 Wasaya Airways

Wasaya Airways will provide status updates of flights every 30 minutes until a new departure time has been set.

Flight Disruption Categories

The three (3) flight disruption categories and some examples of each are as follows:

1. Controllable

Commercial/Operational Decisions:

Overbooking flights;
Consolidating or cancelling flights with low passenger demand;
Similar actions aimed at maximizing revenue;
Staff/flight crew scheduling and availability;
Flight preparation activities (aircraft grooming, baggage loading, aircraft fuelling);
Routine or scheduled maintenance (including subsequent repairs or required activities).

2. Controllable but required for safety reasons

Situations required by law to reduce risk to passengers’ safety:

Unexpected aircraft malfunctions not identified during routine maintenance that may compromise safety;
Safety decisions made by the pilot and those made under the Wasaya Airways Safety Management System;
A delay, cancellation or denial of boarding that is directly attributable to an earlier delay or cancellation that is within that carrier’s control but is required for safety purposes, is considered to also be within that carrier’s control but required for safety purposes if that carrier took all reasonable measures to mitigate the impact of the earlier flight delay or cancellation.

3. Uncontrollable

Situations outside of Wasaya Airway’s control:

Weather conditions or natural disasters;
Airport operation issues;
Instructions from air traffic control;
Medical emergencies;
Collision with wildlife;
A NOTAM (notice to airmen);
A security threat;
Illegal acts or sabotage;
Labor disruptions/strikes;
War or political instability;
A manufacturing defect in an aircraft that reduces the safety of passengers.

What you are entitled to

Depending on the length and type of delay, Wasaya Airways may provide meal vouchers. Below is a breakdown of what you may be entitled to:

Length of delay	Airline Obligation	Controllable delay	Controllable but for safety	Uncontrollable
2-6 hours	Meal voucher (as per applicable time of day)	✓	✓	X
6-8 hours	Meal voucher (as per applicable time of day)	✓	✓	X
8+ hours	Meals, transportation, hotel for delays over 8 hours where the passenger has been informed less than 12 hours before departure and the passenger is expected to wait overnight for their original flight or alternative flight arrangements	✓	✓	X

Flight Disruptions

Airlines are required to pay passengers compensation for flight delays or cancellations which are in their control and not related to safety.

Wasaya will provide passengers with information on the applicable standards of treatment and compensation. Wasaya will also advise passengers of their recourse options, including the ability to make a complaint to the Canadian Transportation Agency.

The table below outlines Wasaya Airways compensation rates:

Delay to arrival time and compensation amounts		Optional: Travel voucher offered
3-6 hours	$125 CAD	$200 CAD Wasaya Travel Voucher
6-9 hours	$250 CAD	$375 CAD Wasaya Travel Voucher
9+ hours	$500 CAD	$750 CAD Wasaya Travel Voucher

*Cash values will be issued in Canadian dollars.
*Employee travel and gratuitous travel are exempt from compensation.

Passengers who are eligible for compensation as outlined above, must apply for compensation by completing our Compensation Request Form below. You may also print a copy of the form by clicking on the PDF Wasaya Airways Compensation Request Form, and mail it into Wasaya Airways for processing (address provided on the form).

Requests for Compensation must be made within one year from the date the flight delay or cancellation occurred. Wasaya Airways will respond to all claims within 30 days of receipt.

Need Additional Help, Information and/or Solutions?

Passengers may contact Wasaya Airways directly by calling Reservations at 1-877-492-7292, or by emailing reservations@wasaya.com. For more information pertaining to the above content, please refer to the Scheduled Domestic Tariff.

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

Compensation Request Form

Compensation Request

First Name

Last Name

Date of Travel

Flight Number

Reservation Number

Length of Delay

Reason for Delay / Cancellation

Please enter the reason you were given by Wasaya Airways staff.

Phone

Address

City

State/Province

Zip/Postal

Preferred method of payment

Monetary compensation will be issued in Canadian dollars and vouchers will be issued at a higher value than monetary compensation.

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Rebooking and Refund

For all types of flight delays or cancellations, Wasaya will ensure that passengers complete their itinerary (that is, reach their final destination). Once a delay reaches 3 hours, Wasaya will also offer to rebook the passenger on the next available flight.

If a flight delay or cancellation is within Wasaya Airways control, or within our control and required for safety purposes, Wasaya will rebook passengers in the same class of service.

Wasaya Airways will provide the passenger with a confirmed reservation that

(I) is for a flight to that point of origin, and
(ii) accommodates the passenger’s travel needs
- (b) in any other case, refund the unused portion of the ticket.

Refund – If the alternate travel arrangements offered do not accommodate the passenger’s travel needs (e.g., there is no longer any purpose to the travel), Wasaya Airways will refund of their ticket, as well, passengers are entitled to compensation for inconvenience in the amount of $125 cash (Canadian dollars) or $200 credit voucher. This compensation is only required if the passenger is informed 14 days or less before their original departure time.