Xpediajet

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+1 829-481-8305

Terms & Conditions for Canada

Welcome to Xpedia Jet. By accessing and using our website, you agree to be bound by the following terms and conditions. If you do not agree to these terms and conditions, please do not use our website.

Our Policies

To ensure adherence to our values ​​and mission, we have implemented rigorous policies:

Safety Policy

Regulatory Compliance: We strictly adhere to all national and international aviation safety standards and regulations (ICAO, EASA, FAA, etc.).

Strict Maintenance: Our aircraft are subject to strict and regular maintenance programs, performed by qualified and certified personnel.

Continuous Training: Our flight and ground crew receive continuous and in-depth training on the latest safety procedures and technologies.

Risk Management: We implement a proactive Safety Management System (SMS) to identify, assess, and mitigate potential risks.

24/7 Flight Monitoring: All our flights are continuously monitored by our operations team to anticipate and manage any unforeseen situations.

Emergency Plans: Comprehensive emergency response plans are in place and regularly reviewed to ensure rapid and effective management should the need arise.

Environmental Policy

Emissions Reduction: We are committed to minimizing our carbon footprint by optimizing our flight routes, using more efficient fuels (including, where available, sustainable aviation fuels (SAF), and investing in newer, less polluting aircraft.

Waste Management: We implement waste reduction, reuse, and recycling practices on board our aircraft and in our ground facilities.

Awareness: We educate our staff and customers on environmental issues and best practices.

Legal Compliance: We comply with all applicable environmental regulations and strive to exceed minimum requirements.

Privacy and Data Protection Policy

Data Collection and Use: We only collect personal data necessary to provide our services and use it in a transparent and ethical manner.

Data Security: We implement robust technical and organizational security measures to protect our customers’ data from unauthorized access, loss, or disclosure.

Data Sharing: We only share personal data with third parties when necessary to provide services or when required by law, and always in compliance with applicable regulations (e.g., GDPR).

Data Subject Rights: We respect our customers’ rights regarding their personal data (access, rectification, deletion, etc.).

Sales and Customer Policy

Pricing Transparency: We are committed to providing clear and transparent pricing for our services.

Personalization: We strive to understand each customer’s unique needs to offer perfectly tailored flight solutions.

Cancellation and Change Management: Our cancellation and change policies are clearly defined and communicated to our customers.

24/7 Customer Support: Our team of advisors is available 24 hours a day, 7 days a week to answer questions and assist our customers.

To know what you have seen from here and from Canada

Notice Rights for Flights to and from Canada

Consult the French version of the Notice of Rights for Travel to Canada

At Xpedia Jet, we make every effort to ensure your safe and on-time arrival at your destination. Despite our best efforts, circumstances such as weather conditions, air traffic control issues, operational difficulties, or service problems may occasionally cause flight delays, cancellations, or diversions. This notice provides essential information about your rights, as defined by Canada’s Air Passenger Protection Regulations (APPR), for xpediajet- operated flights to and from Canada.

If you are denied boarding , flight cancellation, delay of three hours or more, or loss or damage to your baggage, you may be entitled to certain standards of treatment and compensation under the Air Passenger Protection Regulations. To learn more about your rights as a passenger, please contact your airline or visit the Canadian Transportation Agency website.

Please note that this is a summary of the terms and conditions set out in the Xpediajet tariff . Please refer to the Arajet tariff for more information about your rights.

Please note that the information on this webpage does not apply in cases where Xpediajet refuses to carry a passenger in accordance with the conditions set out in the Arajet tariff.

Extended Tarmac Delay

Xpedia Jet has established protocols for managing flights experiencing extended tarmac delays (ETDs). According to the APPROB, an ETD occurs when a flight is delayed on tarmac with closed aircraft doors, either before departure or after landing.

  1. Treatment Standards: For flights with an ETD, Xpedia Jet will provide affected passengers with necessary amenities, including access to a lavatory, communication facilities, adequate food, prompt medical assistance, and adequate ventilation, heating, or air conditioning of the aircraft, free of charge. Please note that these standards may be adjusted in the event of a safety issue, at the discretion of the pilot-in-command.
  2. Disembarkation: For flights on Canadian soil with a wait time exceeding three hours, Xpedia Jet will offer passengers the opportunity to disembark , unless security, safety, Customs, or air traffic control prohibits such action. Priority disembarkation will be given to passengers with disabilities, their support persons, service animals, or emotional support animals, where possible.

Lost, Delayed, or Damaged Baggage

If your checked luggage is delayed or damaged while you If you are still at the airport , please fill out a Property Incident Report (PIR) in the baggage area. You can also contact our call center at https://www.xpediajets.com  In the event of lost or damaged checked baggage, it is crucial to report damaged or delayed baggage in a timely manner. Failure to do so may result in loss of eligibility for compensation.

For international travel to and from Canada, the Montreal Convention governs liability for lost, delayed or damaged baggage, with compensation limited to 1,288 SDRs per passenger for baggage.

If Xpedia Jet loses your baggage, or if it is lost for more than 21 days, or if it is damaged, we will provide compensation equal to or greater than:

  1. the fee paid for luggage,
  2. in cases where the Carriage by Air Act applies, the compensation payable in accordance with that Act, and
  3. in cases where the Carriage by Air Act does not apply, the amount that would be payable by Xpedia Jet in accordance with the Convention for the Unification of Certain Rules Relating to International Carriage by Air contained in Annex VI to that Act, if the carrier were performing international carriage of baggage within the meaning of paragraph 1 of Article 1 of that Convention.

Denied Boarding

In accordance with APPR regulations, Xpedia Jet prioritizes denied boarding in the following order:

  • Unaccompanied minors.
  • Passengers with disabilities and their service animals.
  • Family members​  travel together.
  • Individuals previously denied boarding.
  • Passengers already on board the aircraft .

Before denying boarding to a passenger, Xpedia Jet will first seek volunteers willing to give up their seat in exchange for agreed compensation or benefits. If there are not enough volunteers, the denied boarding will be processed in the established order.

OMS passengers who are involuntarily denied boarding due to reasons within Xpedia Jet’s control and not necessary for safety reasons are entitled to compensation based on the length of the delay in reaching their final destination as stated on their original ticket:

  • Delays of 0-6 hours: CAD $900
  • Delays of 6-9 hours: CAD $1800
  • Delays of 9+ hours: CAD $2400

Compensation will be paid by Electronic Funds Transfer (EFT), through the original payment method, or by Xpedia Jet travel voucher (voucher will only be issued when its amount exceeds the minimum required amount and other APPR requirements are met) issued before the new departure time, but no later than forty-eight (48) hours after the denied boarding incident.

Flight Delays and Cancellations

Compensation:

If your flight is delayed by three hours or more or canceled due to a situation attributable to Xpedia Jet , you may be entitled to compensation, unless specific conditions described in the APPR apply. The amount of compensation varies depending on the length of the delay:

  • Delays of 3-6 hours: CAD $125
  • Delays of 6-9 hours: $250 CAD
  • Delays of 9+ hours: CAD $500

You are not entitled to compensation as provided for in the Air Passenger Protection Regulations (APPR) in the following circumstances:

  1. You do not have a confirmed reservation or are traveling on a fare that is not available, directly or indirectly, to the public.
  2. You are informed of the delay or cancellation at least 15 days before the scheduled departure time.
  3. Your flight delay or cancellation was due to a situation beyond Xpedia Jet’s control or was necessary for safety reasons.
  4. You have already received compensation for denied boarding on the same flight.
  5. You have already received compensation under another passenger rights scheme for the same event.

You have one year to submit your claim for flight delay or cancellation, as per the regulations described in section 19(3) of the APPR.

Compensation will be paid within thirty (30) days of receipt of your claim or an explanation will be provided if the theft is deemed non-compensable. Payment at will will be made via EFT, original payment method or Xpedia Jet travel voucher the voucher will only be issued when its amount exceeds the minimum required and other APPR requirements are met).

Information - Cancellation, Delay, Denial of Boarding

  1. Reason: Xpedia Jet will provide passengers affected by a cancellation, delay, or denied boarding:
    1. Grape for delay, cancellation, or denial of boarding .
    2. Compensation to which the passenger may be entitled for the inconvenience.
    3. The standard of passenger treatment, if any.
    4. Available against the airline, including recourse to the Agency .
  2. Communication every 30 minutes: In the event of a delay, Xpedia Jet will communicate status updates to passengers every 30 minutes until a new departure time for the flight is set or alternative travel arrangements have been made for the affected passenger.
  3. New Information: Xpedia Jet will communicate any new passenger information as soon as possible.
  4. Audio and visual announcement: The information referred to in point (1) will be provided by means of audio announcements and, upon request, by means of visual announcements.
  5. Communication Method: Information mentioned in indicate (1) will also be provided to the passenger using the available communication method that they have indicated they prefer, including a method compatible with adaptive technologies intended to assist persons with disabilities.

Diversion:

In situations where flights are cancelled or delayed by three hours or more due to factors beyond Xpedia Jet ‘s control , passengers will be rebooked on the next available Xpedia Jet flight. If Xpedia Jet cannot provide a flight within 48 hours and does not have a commercial agreement with another carrier at the time of the flight, passengers will be provided with the choice of a refund of the unused portion of their ticket.

For situations within Xpedia Jet’s control or necessary for security reasons, in addition to compensation (if necessary), passengers will also be reassigned to the next available Xpedia Jet flight or to a flight operated by another airline with which Xpedia Jet has a business relationship. If the offered travel arrangements do not accommodate the passenger’s needs, they will be offered a refund.

Refunds:

A passenger WHO declines rebooking options following a delay, cancellation or denial of Passengers who have completed boarding may, if the required time limit is exceeded, request a refund of the unused portion of their ticket. Refunds will be processed within thirty (30) days to the original payment method, unless passengers have been:

  • Informed in writing of the monetary value of the original ticket and the possibility of a refund by the original means of payment.
  • Offer a refund in another form that is not expired .
  • Confirming , in writing, their knowledge of their right to receive reimbursement by the initial payment method and have opted for another method.

Refund requests can be submitted online at  www.xpediajets.com

Care:

Xpedia Jet’s control or necessary for safety, where passengers are informed of delays, denied boarding or cancellations less than twelve hours before departure and have waited two hours after the stated departure time (the two-hour requirement does not apply to passengers denied boarding), Xpedia Jet will provide:

  • Meals and refreshments.
  • Access communication.

Please note that Xpedia Jet may limit or refuse to provide standard treatment if providing that treatment would further delay the passenger.

For overnight delays, Xpedia Jet will provide hotel accommodation, with transportation provided to and from the airport.

Child Seats Under 16

Xpedia Jet ensures that children under the age of 16 are seated in accordance with the regulations specified in APPR, section 22(2):

  • For children aged four or younger, Xpedia Jet offers a seat adjacent to their parent’s, guardian’s or tutor’s seat at no additional cost.
  • For children aged 5 to 11 years, Xpedia Jet will provide a seat in the same row as their parent , guardian or guardian’s seat , separated by no more than one seat.
  • For children aged 12 or 16, Xpedia Jet will assign a seat in a row that is separated from the row of their parent’s or guardian’s seat by no more than one row.

While seat selections can be made through Xpedia Jet’s website, if seats are not pre-selected , Xpedia Jet will ensure compliance with these regulations by seating families and groups together in the same cabin a few days before departure. However, seat availability is not guaranteed and seat layouts are subject to change, particularly in the event of aircraft substitution. Xpedia Jet offers assistance on the day of departure to facilitate the seating of children under 16 years of age accompanied by an adult.

If children are booked separately and you would like to sit together, please contact us at www.xpediajet.com    

Canada Transport Agency Contacts

If you have any concerns not resolved by Xpedia Jet, we encourage you to contact us first. However, if you need further assistance, please do not hesitate to contact the Canadian Transportation Agency for a fair resolution. The Agency is committed to helping you. travelers.

Air Travel Claim Form https://rppa-appr.ca/eng/file-an-air-travel-complaint , Mailing address: Canadian Transportation Agency Ottawa, Ontario K1A 0N9

Telephone: 1-888-222-2592 Email: info@otc-cta.gc.ca