Rules and regulations
In line with all other international airlines, Air Greenland fulfils the provisions of agreements adopted on passenger transport. Download and read more about your rights as a customer under Your rights.
AMENDMENTS TO THE TIMETABLE
We reserve the right to make amendments to the timetable. One of the causes of possible changes to flights may be current weather conditions in Greenland. We give notice of any changes as quickly as possible and also offer alternative departures and routes to those confirmed in the itinerary.
WHAT DO WE PROVIDE IF YOUR FLIGHT IS DELAYED?
Internally in Greenland and foreign departures
If the internal flight within Greenland or from Greenland to Iceland or Denmark is delayed or cancelled due to adverse weather conditions or for technical reasons, we ensure overnight accommodation, relevent meals and taxi fare, if necessary.
To Greenland from Denmark or Iceland
Irrespective of whether the delay is due to adverse weather or technical issues, passengers that are due to fly to Greenland from Denmark or Iceland will receive overnight accommodation, breakfast, lunch and/or dinner vouchers and taxi fare as appropriate.
The difference between the two policies is due to the fact that special EU rules and regulations apply on flights from airports in Europe and the EEA. If you have an onwards journey domestically in Greenland connecting from you EU/EEA arrival the rules won't apply.
Service contract areas
Passengers that are due to fly on routes within Air Greenland’s contract area and travellers who are due to fly from a contract area to an area outside the contract area will receive – irrespective of whether the delay is caused by adverse weather or technical issues – both lunch and dinner vouchers, although we do not cover overnight accommodation, breakfast, taxi fares and any planned stopovers en route.
The service contract areas cover the following towns and settlements: Qaanaaq, Upernavik, Uummannaq, Ilulissat, Aasiaat, Tasiilaq and Ittoqqortoormiit, as well as the airports at Qaarsut, Nerlerit Inaat and Kulusuk.
The reason for the differences in Air Greenland’s policies is that overnight accommodation, breakfast and taxi fares are covered by the Government of Greenland within the contract area.
CANCELLATION AS A RESULT OF NATURAL DISASTERS
In the event of delays and cancellations due to natural disasters, Air Greenland does not cover overnight accommodation or meals over and above that which the company is obliged to cover under the EU rules that apply to passengers on flights from Denmark and Iceland.
No airlines cover expenses for stopovers if the delay or cancellation is due to force majeure and conditions that are beyond the control of the company.
Air Greenland does not cover expenses concerning stopovers or offer rebooking or compensation in the event of delays due to late arrival for departure on our flights. We recommend travellers take out a Delayed arrival insurance, e.g. through Europæiske Rejseforsikring.
MORE INFORMATION ABOUT YOUR RIGHTS
INTERNATIONAL PROVISIONS OF CARRIAGE
Other provisions for carriage are specified in the Montreal Convention of 1999 with subsequent amendments and additions. National legislation also has an influence on the provisions of the convention. With regard to Denmark and Greenland, this means the Danish Air Navigation Act of 1960, chapter 9, with subsequent amendments. The provisions of the Danish Air Navigation Act limit the airline’s liability in connection with personal injury and for loss or damage to baggage.
In addition to the Montreal Convention and the Danish Air Navigation Act, the provisions of current EU legislation are valid if they are directly applicable or if Air Greenland chooses to follow these provisions.
The content covered in the following sections is based on the above convention and legislation.
DAMAGES IN THE EVENT OF DEATH OR PERSONAL INJURY
Air Greenland shall always accept claims for damages of up to 113,000 SDR (1 SDR = approx. 9 DKK) in the event of the death of or injury to a passenger. Additional claims can only be dismissed if the company can prove that it has not acted negligently or is not in any other way liable for the event.
PAYMENT IN ADVANCE
If a passenger suffers injury or death, the company must pay an advance that covers immediate economic needs. This payment must take place no later than fifteen days after it has been determined who is entitled to damages. In the event of death, the advance payment cannot be less than 16,000 SDR (1 SDR = approx. 9 DKK).
In the event of passenger delays, the airline company has a duty to pay damages, unless it has taken all necessary precautions or it was not possible to take such precautions. The liability for damages with regard to passenger delays is limited to 4,694 SDR (1 SDR = approx. 9 DKK).
IF YOUR BAGGAGE IS DELAYED
Air Greenland has a duty to pay damages for baggage delays. This obligation does not apply provided that the company has taken all necessary precautions to avoid the delay. It also lapses in the event that it is not possible to take such precautions. Liability for damages is limited to 1,131 SDR (1 SDR = approx. 9 DKK).
RUINED, MISSING OR DAMAGED BAGGAGE
Liability for damages for ruined, missing or damaged baggage is assessed up to 1,131 SDR (1 SDR = approx. 9 DKK). If the baggage has been checked in, the company must pay damages irrespective of who is responsible. This does not apply, however, if the baggage already had defects. If the matter involves baggage that has not been checked in – for example carry-on luggage – the company is liable for damages only if the liability is due to an error on the part of the company.
INCREASED COMPENSATION FOR BAGGAGE
Higher compensation can be claimed if the traveller signs a special declaration no later than on check-in. We charge a fee which depends on the desired limit for damages.
HOW TO MAKE A CLAIM?
Claims concerning damaged, delayed or missing baggage must be submitted to the airline company in writing by post or by email as soon as possible and within seven days in the event of making a claim concerning damage to baggage that has been checked in. If the claim is for a baggage delay then the deadline is twenty-one days. In both cases the deadline is calculated from the day on which the passenger has received the baggage once more or has been informed that the baggage is missing.
TO WHOM CAN THE CLAIM BE SENT?
As a rule of thumb all complaints or claims for damages must be sent to the company whose name and code appear on the flight ticket. In cases in which the passenger has entered into an agreement with a particular company with respect to the journey, but the actual flight has taken place with another company, the passenger himself decides to whom the complaint or claim should be addressed. The deadline remains the same.
IF THE MATTER COMES TO COURT
Action for damages must be brought before the courts within two years of the date on which the plane arrived or should have arrived.
WASHINGTON CONVENTION ON HANDICRAFTS - CITES
HANDICRAFTS MADE OF PRODUCTS FROM ENDANGERED ANIMAL SPECIES
CITES is an abbreviation of Convention on International Trade in Endangered Species of Wild Fauna and Flora.
The convention has been signed by more than 150 countries and is designed to protect threatened or endangered species of wild fauna and flora by means of regulating trade. There are more than 4,800 animal species and 25,000 plant species listed in CITES.
Around 30 of the animal species and a handful of the plant species exist in Greenland.
Critically endangered species: Species/materials may not be exported. These include sperm whale, narwhal, bowhead whale, fin whale, humpback whale and white-tailed eagle.
List II and III:
Endangered and locally endangered species: Species/materials may be exported as personal effects (souvenirs) with a special CITES certificate when concerning beluga whale, minke whale from West Greenland, walrus and polar bear. The CITES certificate, which must accompany the item, should be obtained from the place at which you buy the item in question.
All products and parts from CITES species must have a CITES certificate before they can be exported by tourists and travellers from Greenland and taken into other countries – e.g. Denmark.
Animals such as birds of prey, which are fully protected in Greenland, may not be sold or exported – even if the animal is found dead. Parts of and products made of sperm whale tooth, whalebone from bowhead whale, fin whale or humpback whale, as well as all species of birds of prey, may not be exported from Greenland.
BEYOND THE SCOPE OF CITES
The following can be freely exported from Greenland for personal use: All species of seal – though not walrus – and reindeer, musk ox, sheep, mammoth (tooth) and driftwood. Some countries may have a ban on the import of sealskin products, however. Ask for more information at the shop at which you buy the product. There are separate rules as to which stones and rocks can be taken out of the country.
WITH AND WITHOUT CITES
If plants, animals or parts hereof are attempted to be imported without a CITES certificate, the authorities may confiscate the imported item.
A CITES certificate is your guarantee that the animal concerned has been captured in the wild by a Greenlandic hunter or fisherman.
Read more about the CITES certificate at www.greenland.com or The Government of Greenland, www.naalakkersuisut.gl.