If you are denied boarding, your flight is cancelled or delayed for at least two hours, or your baggage is lost or damaged, you may be entitled to certain standards of treatment and compensation under the Air Passenger Protection Regulations. For more information about your passenger rights please contact your air carrier or visit the Canadian Transportation Agency’s website.
Si l’embarquement vous est refusé, ou si votre vol est annulé ou retardé d’au moins deux heures ou si vos bagages sont perdus ou endommagés, vous pourriez avoir droit au titre du Règlement sur la protection des passagers aériens, à certains avantages au titre des normes de traitement applicables et à une indemnité. Pour de plus amples renseignements sur vos droits, veuillez communiquer avec votre transporteur aérien ou visiter le site Web de l’Office des transports du Canada.
NEOS S.P.A. CONTINGENCY PLAN FOR TARMAC DELAYS
Neos is committed to providing the highest possible customer experience to each of its passengers. This Contingency Plan for Lengthy Tarmac Delays (Plan) complies with Canadian Air Passenger Protection Regulations (APPR) and applies only to flights departing from or arriving at Canada airports.
Neos assures its customers that, for flights covered by this Plan:
1) If a flight is delayed on the tarmac after the doors of the aircraft are closed for take-off or after the flight has landed, Neos shall provide passengers with the following, free of charge:
a) if the aircraft is equipped with lavatories, access to those lavatories in working order;
b) proper ventilation and cooling or heating of the aircraft;
c) if it is feasible to communicate with people outside of the aircraft, the means to do so; and
d) food and drink, in reasonable quantities, taking into account the length of the delay, the time of day and the location of the airport.
2) Urgent medical assistance. If a passenger requires urgent medical assistance while the flight is delayed on the tarmac after the doors of the aircraft are closed for take-off or after the flight has landed, Neos shall facilitate access to that assistance.
3) Disembarkation. If a flight is delayed on the tarmac at an airport in Canada, Neos shall provide an opportunity for passengers to disembark (a) three hours after the aircraft doors have been closed for take-off; and (b) three hours after the flight has landed, or at any earlier time if it is feasible.
4) Take-off imminent. However, a carrier is not required to provide an opportunity for passengers to disembark if it is likely that take-off will occur less than three hours and 45 minutes after the doors of the aircraft are closed for take-off or after the flight has landed and the carrier is able to continue to provide the standard of treatment referred to in section 1 hereabove.
5) Disembarkation. A carrier that allows passengers to disembark must, if it is feasible, give passengers with disabilities and their support person, service animal or emotional support animal, if any, the opportunity to disembark first.
6) Exceptions. This section does not apply if providing an opportunity for passengers to disembark is not possible, including if it is not possible for reasons related to safety and security or to air traffic or customs control.
If you have any questions on our Contingency Plan for Lengthy Tarmac Delays, please contact a customer service representative at email: customercare@neosair.it
