The vast majority of our flights arrive and depart on time.
On the very few occasions where flights are delayed whilst passengers are on board (known as a tarmac delay) we will take all reasonable steps to ensure you are made as comfortable as possible. We ask you to help us achieve this by ensuring you carry with you in your hand baggage, where restrictions allow, any essential medication, baby food and other provisions as well as specific or individual dietary items as we are unable to provide these items and/or unable to distribute them during a tarmac delay.
Tarmac Delay contingency plan for flights departing from, or arriving into a US airport.
For those flights encountering a tarmac delay at US airports in accordance with the US Department of Transport regulation 14 CFR Part 259 we want to give our passengers the following assurances.
1) We will not permit our aircraft to remain on the tarmac at a U.S. airport for more than four hours before allowing passengers to disembark, unless:
Our pilot-in-command determines there is a safety-related or security-related reason why the aircraft cannot leave its position on the tarmac to deplane passengers.
Air traffic control advises our pilot-in-command that returning to the gate or another disembarkation point elsewhere in order to deplane passengers would significantly disrupt airport operations.
2) where there are delays at US airports, we will provide adequate* food and drinking water no later than two hours after the aircraft leaves the gate (in the case of a departure) or touches down (in the case of an arrival) unless:
Our pilot-in-command determines that safety or security considerations preclude such service.
* in most cases adequate food is considered to be snack type items such as granola/cereal bars or pretzels or biscuits
3) We will ensure operable lavatory facilities are available, as well as provision of adequate* medical attention (if needed) while the aircraft remains on the tarmac.
Our cabin crew are trained to provide basic first aid assistance on the aircraft and would seek further medical assistance as necessary for any onboard emergency, which may include disembarking the passenger for treatment if needed with the assistance of airport emergency personnel.
4) We will issue notifications regarding the status of the delay every 30 minutes while the aircraft is delayed, including the reasons for the tarmac delay, if known.
5) We will begin to notify you 30 minutes after scheduled departure time and every 30 minutes thereafter that if the opportunity to disembark exists you have the opportunity to get off the aircraft.
The opportunity to disembark can only be authorised by our pilot in command after the scheduled departure time taking into consideration the safety and security of other passengers, the crew and the aircraft and any directions issued by air traffic control.
As an international carrier the disembarkation of any passenger once their bags have been loaded will result in a security search of the cabin they were originally seated in and the offloading of all their hold baggage. Passengers wishing to disembark should be aware that they do so at their own risk and there is no guarantee they will be able to re-board once their bags have been removed and the cabin searched before the aircraft departs. Passengers holding a non refundable ticket will not be entitled to a refund, and regardless of ticket type passengers who choose to disembark and subsequently miss their flight will NOT be entitled to the protections offered under EU regulation 261/2004 including the right to rebooking or overnight accommodation, refreshments and ground transport. Full information allowing passengers to make an informed choice before making the decision to disembark the aircraft, will be available from our cabin crew or airport staff.
6) We have sufficient reasonable resources to implement the plan.
7) We have co-ordinated our Tarmac Contingency Plan with the airport authorities, US Customs and Border Protection (CBP), and the Transportation Security Administration (TSA) at each U.S. airport that we fly to as well as the US airports we have designated as our diversion airports.
8) If you are on a code share flight the Tarmac Contingency Plan of the Operating airline will govern your flight.