Updated Passenger Information

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.

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

Length of delay

Compensation Issued

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

 

 

 

 


X

 If at any point in the unlikely event Wasaya Airways aircraft are delayed on the ground for an extended period of time, Wasaya Airways will ensure the comfort and safety of our passengers by providing food, water, and access to working lavatories to our passengers. 

Denied Boarding (Overselling of flights)

Wasaya Airways must look for volunteers from all confirmed passenger before denied boarding may occur.

In the unlikely event of denied boarding within Wasaya Airways’ 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

0-6 hours

$900 CAD

$1200 Wasaya travel voucher

6-9 hours

$1800 CAD

$2400 Wasaya travel voucher

9+ hours

$2400 CAD

$3200 Wasaya travel voucher

Wasaya will issue the compensation amount within 48 hours Monday-Friday 9-5pm.

Lost or damaged baggage

Wasaya Airways maximum liability for lost, delayed or damaged baggage is now up to $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.

Transportation of musical instruments

Wasaya Airways will allow musical instruments to be carried onboard providing they meet the carry-on size and weight requirements. 

Instruments may also be accepted as checked baggage as long as they are properly packed in a hard sided case and meet the size requirements. Wasaya will accept instruments as checked baggage if they are not packaged properly (i.e. a soft sided case) provided the passenger agrees to sign a limited release tag that releases Wasaya 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 Wasaya Airways, the maximum liability is $2,100.00. In such instances the passenger must provide Wasaya with proof of original receipt or a professional appraisal. If the passenger declares the monetary value is greater than Wasaya’s maximum liability, the instrument is required to be shipped through Wasaya Cargo whereas a declared value can be established.

Seating of children under the age of 14 years

Wasaya Airways has an open seating plan and children under the age of 14 will be seated with or near their parents, guardians, or travel companions at no additional cost. Please contact the Customer Care Center at 1-877-492-7292.

Flight Disruptions

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’s compensation rates:

Delay to arrival time and compensation amounts

Optional: Travel voucher offered

3-6 hours

$125 CAD

$200 Wasaya Travel Voucher

6-9 hours

$250 CAD

$350 Wasaya Travel Voucher

9+ hours

$500 CAD

$650 Wasaya Travel Voucher

A passenger will have one year to make a compensation claim with Wasaya for a disrupted flight. Wasaya Airways has 30 days to respond by issuing a payment or indicating why it is believed that compensation is not owed.

Compensation may be offered in monetary form or in the form of a voucher. The passengers will always have the right to select what method of compensation they prefer. As well, alternative forms of compensation offered will be of higher value than the monetary compensation that is required and these vouchers will never expire.

Standards of Treatment

Wasaya will provide the following standards of treatment for passengers for delays at departure that are within our control, or within our control and required for safety purposes.

After a delay at departure of 2 hours, Wasaya will provide:

  • food and drink in reasonable quantities; and
  • electronic means of communication (e.g., free wifi, access to a phone)

In cases where a delay is expected to extend overnight, Wasaya will provide hotel or other comparable accommodation free of charge, as well as free transportation to the accommodation.

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’s control, or within our control and required for safety purposes, Wasaya will rebook passengers in the same class of service.

If a flight or cancellation is within Wasaya’s control (and not required for safety purposes), and rebooking does not meet a passenger's travel needs (e.g., there is no longer any purpose to the travel), the passenger will be entitled to a refund of their ticket, as well as a $125 travel credit as compensation for the inconvenience. The passenger is responsible to apply for the travel credit.

For further information visit: https://www.wasaya.com/travel-tips/tariff

For passenger protection questions or complaints, contact: https://www.wasaya.com/contact/customer-feedback

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