We work hard to make your experience with us a positive one, even in the event of unforeseen circumstances. When things don’t go as planned, we think it is important for you to know what you can expect from us.
If your flight is delayed or cancelled
We work hard to get you to your destination on time, as scheduled. Sometimes, events beyond our control or situations we do not anticipate lead to flight delays, cancellations or diversions. When these situations arise, we will always do our best to minimize your inconvenience.
What we'll do to help you
- We will keep you informed
- We will make available information about changes to your flight's status within 30 minutes of the time we are notified of the change and not later than 30 minutes of your planned departure. Updates will be provided through our team members at the departing and arriving destination, local airport Flight Information Displays and through the Skyward Call Centre. We will also offer updates at the boarding gate area and on board (if applicable), and will continue to provide updates every 30 minutes.
- If you provided a valid email address on the reservation, we will send any email notifications to that address. If you’ve signed up for SMS alerts, you will also receive text message notifications.
- If you’ve made your reservation through a travel agency, the flight notification will be sent to the e-mail your agency provided.