Delay/Cancellation Policy
The following outlines the procedures followed in the event of departure delays/cancellations.
Once a departure has been missed it remains the active departure until 1 hour prior to the next departure at which time that departure becomes active. For example, a departure scheduled for 8:00 AM is delayed and there is another scheduled for 1:00 PM. At 12:00 noon reservations on the 1:00 PM are priority; reservations on the 8:00 AM are next in line **.
Non reserved passengers are handled (based on numbers issued at the ticket office) after ALL reserved traffic has been accommodated. This process is followed throughout the delay period.
** Note that during the winter schedule there are often delays due to ice conditions. During this time the current day will be the priority regardless as to when it occurs.
Reservations for the current departure have first priority. In the event of multiple cancellations the second priority would be the first cancelled departure, then the second, etc. This is followed until all reserved traffic is accommodated. This procedure ensures that customers who have been waiting longest are accommodated first after the current departure reservations. Last priority is any non-reserved traffic. This is handled in order of check-in based on numbers issued at the terminal.
Example; Order of priority is as follows if there were 2 departures cancelled:
- 1st Priority is the current departure as per above
- 2nd Priority is the first cancelled sailing
- 3rd Priority is the second cancelled sailing
- This is repeated until all passengers from cancelled sailings are accommodated.
Customers are advised to maintain contact with ticket offices when there are delays to scheduled departures, the Qajaq W will be operating on a "Load and Go" basis and there will be very little, if any, notice given. Check in time for all departures is 1 hour prior to the information posted. Once loading is complete the vessel will depart. The ONLY exception will be an emergency, i.e. medical as confirmed by a hospital/clinic.
Once a departure has been cancelled reservation deposits will no longer be applied upon check in; those deposits will be refunded from the Reservation Office. The reservation list will still be honored as per this procedure however the cost of the ticket will be full fare.
If you need clarification of this policy please feel free to contact Dave Leyden, Operations Manager at 709 535 3351 or by email at [email protected]