Tarmac Delay Contingency Plan Canada

Customer care during long tarmac delays

This section applies to flights operated by Lufthansa German Airlines.

Our goal is to always meet our departure and arrival schedules. Sometimes there are unforeseen or uncontrollable circumstances that impact these schedules, such as air traffic delays, gate congestion, etc. When these circumstances happen, a contingency plan that meets the needs of our customers onboard these aircraft is utilized.

Lufthansa will not permit an aircraft to remain on the tarmac at a Canadian airport for more than three hours (or 3 hours and 45 minutes if departure is imminent) or, at a US airport, for more than four (4) hours. Prior to reaching these timelines, Lufthansa will return the aircraft to the gate or another suitable disembarkation point, where passengers will be allowed to deplane.

During a tarmac delay, Lufthansa will provide passengers with:

  • adequate food and potable water in reasonable quantities after the aircraft doors are closed (in the case of departure) or has landed (in the case of arrival);
  • proper ventilation and heating or cooling of the cabin;
  • the means to communicate with people outside the aircraft, if feasible;
  • access to operable lavatory facilities; and
  • ensure adequate medical attention is available, if needed.

Passengers will receive notifications regarding the status of the tarmac delay every  thirty (30) minutes while the aircraft is delayed, including the reason for the delay, if it is known.

The timelines in regards to disembarkation, and the care items referenced above, will not apply when it is not possible to perform these services.   These services would only be impacted by situations outside carrier’s control, including (but not limited to) safety and security, or air traffic or customs control, issues.

For more help, please contact our service center here.