For flights to and from the United States only
Sometimes we are affected by lengthy ground delays that can be beyond our control. These may be due to severe weather, air traffic control rulings, government operating restrictions, or airport operator issues that cannot be anticipated. Consequently we have enhanced our customer policy to do everything possible to minimize any inconvenience to you during these difficult periods. We will work with appropriate agencies as well to ensure they adhere to our policy to give you the best customer service possible in the circumstances of the delay.
Our plan will be coordinated with airport authorities, Customs and Border Protection and the Transport Security Administration at each of our USA stations and at nominated potential diversion stations as appropriate.
We will not permit an aircraft to remain on the tarmac (stands, taxiways) for more than four hours without the opportunity for you to disembark. This applies to both departing and to arriving aircraft. However, the pilot-in-command may decide there is a safety or security-related reason to stop this from happening. If Air Traffic Control advised us that remaining on, or returning to the gate, or permitting anyone to disembark elsewhere would significantly disrupt airport operations then we would also not be allowed to do this.
If your aircraft remains on the tarmac no later than two hours after leaving the gate for a departure, or touches down after an arrival, we will provide food and potable water from the normal on-board catering. Should the pilot-in-command decide that safety or security requirements preclude this service then we will not be able to provide these refreshments.
Whilst your aircraft remains on the tarmac the lavatory facilities will function, and adequate medical attention if needed, will be available.
During a delay our flight crew will make information available to you on board at least every 30 minutes regarding the status of the flight, and the reasons if known, for the tarmac delay.
After the scheduled departure time (including any revised departure time you were notified about before boarding), if an opportunity exists for you to disembark, the flight crew will notify you every 30 minutes that you may leave the aircraft and return to the gate or another disembarkation area.
We will do our best to provide sufficient resources to deliver this policy.
