(Within NWAL’s control (Controllable))
A disruption would fall under this segment if the contributing factors were not due to circumstances under the previous categories.
- Delay in aircraft release from scheduled routine maintenance;
- Ground operations including aircraft loading or refueling;
- Crew scheduling complication or duty restrictions within reasonable
Upon recognition of a flight disruption, NWAL will provide notice to all affected customers. Subsequent updates will be provided every 30 minutes until the disruption is rectified. In the case of a delay or cancellation, rectification will be attained through a newly established departure time or confirmation of alternative travel arrangements if available on NWAL routes. Information will be provided through the following means:
- Audible announcements within the airport terminal
- Visible announcement available upon request
Alternative travel arrangements
- If your flight is delayed for 3 hours, or more, NWAL will provide alternative travel arrangement, if available, or a refund if desired.
- If your flight is cancelled or you have been denied boarding, NWAL will provide confirmed travel arrangements to those affected on the next available flight. Alternatively, customers may choose to request a refund.
In the case of a flight disruption which is considered within our control, if alternative travel arrangements do not meet the passenger needs, we will refund the unused portion of your ticket. Along with the refund the passenger will receive a compensation of $125.00 or be offered an alternate compensation of greater value.
Compensation for delay
NOTICE: To receive the minimum compensation for delays and cancellations, or receive a refund for an unused portion of your reservation due to flight disruption, you must file a request with NWAL before the first anniversary of the day of the occurrence. NWAL will provide compensation within 30 days of receiving the request or provide an explanation why it isn’t payable.
Compensation for denial of boarding
Overbooking is a practice within the airline industry in which some airlines confirm more seats on an aircraft than available. We are pleased to let you know NWAL never intentionally overbooks flights. Although we do not overbook our flights there may be rare situations when an unforeseen overbooking may occur. In the unlikely event we need to deny boarding due to a factor within our control (unless due to safety), the effected passenger(s) may be entitled to the following compensation
Prior to denying anyone boarding, NWAL will seek volunteer(s) to willingly travel on the next available flight. In the event that there are no volunteers NWAL will deny boarding, giving priority to the following passengers;
- Unaccompanied minors
- Passenger(s) with disabilities
- Service animals
- Passenger(s) who are travelling with family members
- Passenger(s) who were previously denied boarding on the same ticket
NWAL will not provide compensation to those people denied boarding for the following reasons:
- Health, safety, or security reasons;
- Failing to follow carrier rules or restrictions;
- Because the passenger doesn’t have appropriate travel documents; or
- The passenger has failed to respect check-in and departure gate cut-off time limits.
- Compensation will be provided in the form of money, unless all measures below are satisfied:
- An alternate form of compensation has greater monetary value than the compensation due;
NWAL provides you written confirmation of the value of the alternate compensation;
- The alternate compensation doesn’t expire;
- As the customer you must confirm in writing you were informed of your right to receive monetary compensation but have agreed to the alternate compensation proposed by NWAL.
If compensation is due and we cannot provide it before the departure of your new travel arrangements we will provide written confirmation of the amount of compensation that is owed. Compensation will be provided to you within 48 hours after your departure. If compensation is issued and the flight arrives at your final destination later than expected, you may be entitled to further compensation. NWAL will provide the difference in compensation owed.
NWAL holds the right to refuse standards of treatment outlined above if that treatment will further delay the passenger
It is important to form an understanding of the information listed above as it determines your rights and entitlements outlined by the Air Passenger Protection Regulations.