At Air Greenland, we do our best to operate our flights on time. However, changes to the flight schedule may occasionally occur, which can result in a journey being brought forward, delayed or cancelled. The assistance Air Greenland can provide in such situations depends on the reason for the disruption.
General procedure in the event of a disruption
If your journey is changed, you will receive an updated itinerary at the mobile phone number or email address you provided when making your booking. We recommend using the Air Greenland app so that you can easily keep up to date with the current flight schedule and any changes. You can also always find the latest flight information on our website.
Rebooking
If a flight is cancelled, Air Greenland will rebook all affected passengers on the earliest possible departure to the same destination.
If a delay means that you lose days of your trip, you can request to have your journey rebooked to include the same number of days.
Example: If a cancellation means that you cannot travel until two days later than originally planned, you can request to extend your return ticket by the corresponding two days.
Please note that any additional accommodation costs for the extended days must be paid by the passenger.
Cancellation and refund
In the event of a delay of more than 5 hours or a cancellation, you have the right to cancel your journey and receive a full refund of the purchase price, regardless of the type of ticket.
Meals and refreshments
If a flight is cancelled or delayed by more than 4 hours, Air Greenland offers a meal allowance in the form of meal vouchers worth DKK 125 per main meal for passengers who are not residents of the destination where the delay or cancellation occurs.
At destinations where meal vouchers cannot be provided, passengers may pay for food and drinks themselves. The eligible allowance will then be reimbursed upon submission of documentation in the form of a receipt. The receipt must be sent to our Call Centre via “Contact us”.
The number of meal vouchers, and therefore the total allowance, depends on the time of day when the delay occurs and its duration.
Please note that if you are a resident of the town or city where the cancellation occurs, food expenses are not covered and you will therefore not be provided with meal vouchers.
Accommodation
If a flight is cancelled, Air Greenland offers accommodation to passengers who are not residents of the destination where the cancellation occurs.
Please note that accommodation is arranged by airport staff unless otherwise agreed with the airport staff. Therefore, all questions regarding accommodation should be directed to them, as they are responsible for the practical coordination.
If you have already checked in when the cancellation occurs, your flight will be announced for assistance, while passengers who have not yet checked in will be contacted by telephone.
If you are required to pay for accommodation yourself at a commercial establishment (e.g. a hotel or other business with a CVR number), this must always be agreed with the airport staff in advance. This ensures that we can arrange the correct reimbursement and coordinate your journey appropriately.
If passengers choose private accommodation with family or friends, Air Greenland does not cover the cost of this accommodation.
Please note that the accommodation provided may vary depending on availability and capacity on the relevant dates.
Pre-planned overnight stays
If you have already planned an overnight stay at an intermediate destination before continuing to your final destination, the cost of this accommodation is your own responsibility. Air Greenland only covers additional overnight stays that arise unexpectedly due to delays or cancellations.
Example of a planned vs. unexpected overnight stay:
If, for example, you are travelling from Sisimiut to Copenhagen via Nuuk and have chosen in advance to stay one night in Nuuk before continuing your journey the following day, the cost of this overnight stay is your own responsibility.
If, on the other hand, your departure is cancelled and you are required to stay an additional night beyond your originally planned overnight stay, Air Greenland will cover the cost of the unplanned overnight stay resulting from the cancellation.
Transport in the event of a cancellation
If a flight is cancelled, Air Greenland will generally provide transport or a transport allowance between the airport and the accommodation, where possible at the destination concerned. Please contact the airport staff to find out what options are available.
Conflict situations, strikes and similar circumstances
In the event of conflict situations, strikes, natural disasters or similar circumstances that are beyond Air Greenland’s control, Air Greenland will not initially cover any resulting costs. These costs must be paid by the passenger.