Passengers Information

All Pascan flights operate from the main terminal of the airport except in the following case:

• Montréal (Saint-Hubert) CYHU : 6200, route de l’Aéroport, Saint-Hubert, Québec, J3Y 8Y9

AERO BISTRO

It is our pleasure to announce that as of April 17th, 2023, we will be offering a catering service on flights of 45 minutes or more.

A beverage service with soft drinks, water, coffee and juice free of charge.

Applicable taxes applied depend of flight segment. We accept Visa & Mastercard. Product selection & presentation may vary depending on availability.

We do not guarantee that snacks served on board are free of allergens.

For more information, you can consult the menu or email us at aerobistro@pascan.com.

To ensure comfort during the trip, passengers who require special assistance must contact the reservation center.

Service animals:

A certified guide dog or service animal is accepted on board any Pascan aircraft provided it is held in a harness. The passenger must also provide when booking, the certificate attesting that the animal has been trained by a professional animal training organization to help a person in need of assistance.

The carrier will accept, free of charge, a service animal of a person in need of assistance. This person will be entitled to the full baggage allowance.

The carrier will determine, in consultation with the person needing assistance, where they and the animal will sit on the plane to ensure sufficient space.

Wheelchair:

A passenger in a wheelchair is welcome on Pascan flights. Most foldable type wheelchairs are accepted on board. However, some equipment such as rigid frame and/or electric wheelchairs cannot be accepted due to lack of space and/or limitations imposed by the design of the aircraft. If the passenger wishes to transport their personal wheelchair to their destination, Pascan will provide them with a wheelchair at check-in, so theirs can be checked in before boarding.

Belt extension:

A passenger who requires a seat belt extension must request it when booking.

Before their 35th week:  

Pregnant women can travel on Pascan flights without a medical certificate.

Between the 36th and the 38th week:

The pregnant woman can travel on condition that she presents a medical certificate at check-in, written within the last 48 hours before departure by a doctor or a licensed midwife. This certificate must confirm the number of weeks of pregnancy, the date(s) of travel and must also indicate that the passenger is fit to fly.

39th week and over:

The pregnant woman cannot be accepted on the company's flights after the 39th week, therefore the return flight must take place before.

Pregnant women are allowed to travel with a baby on their lap.

A pregnant woman cannot sit in the rows with a bulkhead or emergency exits. In addition, it is strongly recommended that the pregnant woman be seated on the window side to facilitate movement in the event of evacuation.

All reservations for infants and/or children under 12 must be made with the reservation center.

SAFETY SEAT AND CHILD RESTRAINT SYSTEM

• The parent/guardian is responsible for bringing a safety seat to place the child under 2 years old on the airplane seat. The safety seat must be certified for use in a motor vehicle and on an airplane. The certification of compliance with the Canadian Motor Vehicle Safety Standards CMVSS 213.1 must be visible on the seat, marked with a sticker or manufacturer's label. The seat will be placed on the seat next to the parent/guardian only.
• From the age of 2, if the attendant wishes to place the child in a safety seat, the safety seat must have CMVSS 213 certification.
• The Child Aviation Restraint System (CARES) is also accepted for children between 22 and 44 pounds and not exceeding 40 inches.

The transport of unaccompanied minor aged between 8 and 11 years old inclusively is authorized, subject to the following conditions:

• The minor has in his possession a valid proof of identity establishing his age on the date of the beginning of the trip;
• The minor must be brought to the airport of departure by a parent/guardian who will stay with them until the carrier begins supervision. The parent/guardian must complete all required documents.
• The parent/guardian must remain at the departure airport until the departure of the aircraft.
• In an emergency, the parent/guardian must provide the carrier with the name and telephone number of a person to contact during the travelling period of the minor by the carrier.
• Unaccompanied minors aged 8 to 11 will not be accepted if the flight for which they hold a reservation is likely to end without reaching or bypassing its destination.
• Once the minor has been entrusted to the carrier, the carrier assumes its supervision until the minor is greeted at destination by another parent, guardian or responsible adult who can confirm to the carrier's staff, by means of a document photo ID, that he is the person designated to welcome the minor.
• A minor with a disability may not be accepted for transportation as an unaccompanied minor. Medical authorization may be required for any support service for minors intended for a child with a disability.
• A minor with a severe allergy cannot be accepted for transportation as an unaccompanied minor. Medical authorization may be required for any minor accompaniment service intended for a child with medical conditions. It remains the responsibility of the person with a severe allergy (or their parents) to notify Pascan Aviation of their condition. In the event that a parent advises, only at the time of check-in, that he or she has special needs, the passenger service agent will have to refuse boarding in the event that the parent declares that his child has a severe allergy.

The unaccompanied minors service is offered on:

• Non-stop flights
• Flights with a stopover and without a change of aircraft
• Connecting flight if a person is mandated by the parent/guardian at this stopover to take charge of the child if necessary.

Charges will apply in each direction to users of the unaccompanied minor service. When two or more minors are traveling together, charges for one use of the unaccompanied minors service will apply, in each direction.

Any reservation for an unaccompanied minor must be made with the reservation center at least 72 hours in advance.

Seat selection is available if you are traveling on one of our SAAB340 at an additional cost. For more information or to reserve your seat, contact our reservation center.

FAMILY SEAT

Free seat selection for families with children under 14 is available on flights operated by SAAB340. According to the passenger protection regulations, the proximity to the seat required depends on the age of the child:

• Under 5 years old: in a seat immediately next to their parent or guardian.
• 5 to 11 years old: in the same row and separated by at most one seat from their parent or guardian.
• 12 or 13 years old: separated by at most one row of their parent or guardian

To reserve your family seats free of charge, please contact our reservation center.

If your flight is on other types of aircraft operated by Pascan where no seat assignment is possible, we will allow you to pre-board the aircraft before the other passengers and choose seats in accordance with the regulations. It is strongly recommended to contact the reservation center to inform us in advance of the need for pre-boarding.

THE POLICY BELOW DOES NOT APPLY TO GUIDE DOGS OR SERVICE DOGS.

Only domestic dogs and cats are accepted on board our flights under certain conditions and depending on the type of aircraft:

• SAAB340 : 2 per flight
• Autre type : 1 per flight

The pet must be in an appropriate cage or carrier and will be part of the customer's carry-on baggage allowance. The cage must be placed under the seat in front of the passenger and the animal must always remain in the closed transport cage under the seat. The passenger assumes full responsibility for the animal.

• The maximum cage or carrier size accepted is: 15'' x 13'' x 9''
• The weight of the animal and the cage must not exceed 20 lbs

Only leakproof and properly ventilated cages/carrier are accepted. It should be large enough to allow the animal to stand up straight legged, turn around and lie down comfortably and safely. No part of the animal may extend outside of the cage/carrier during the flight. Transport of the animal may be refused if the cage/carrier is too small.

The pet must be at least 12 weeks old and completely weaned.

Passengers traveling with an animal cannot sit on bulkheads and emergency exits rows. Specific seats will be assigned to you when you check in to ensure that you comply with the procedures and regulations in force.

In the case of allergies, there must be a minimum of 5 rows between a passenger allergic to dogs and/or cats and a passenger travelling with the animal in the cabin. If they are seated 5 rows or fewer from each other, the allergic passenger will be relocated forward in the cabin, so the passenger has direct access to lavatory and to avoid the row with the animal.

Any reservation for a pet must be made with the reservation center at least 72 hours in advance. A fee per segment is applicable when booking.

Musical instruments are accepted as checked baggage, carry-on baggage, or valet baggage, subject to space availability.

A "musical instrument" fee of $86.23 per segment is applicable at the time of booking, and it does not provide insurance coverage for loss or damage.

Checked baggage: The instrument must adhere to the size limits and not exceed 50 lbs. The baggage allowance fees do not apply to musical instruments, meaning only the $86.23 fee per musical instrument is applicable.

Unchecked baggage: Maximum weight 13 lbs / Maximum dimensions 15" x 13" x 7".

Valet baggage: Maximum weight of 20 lbs / Maximum dimensions of 42 x 16 x 6 inches.

One instrument per passenger will be accepted as valet baggage. This replaces the carry-on baggage, meaning that if the passenger chooses to use valet baggage for the musical instrument, no carry-on baggage will be accepted on board.

Large-sized instruments such as cellos or double basses are not accepted on board our aircraft.

The passenger is responsible for properly packing the instrument for the journey to ensure its safety and integrity. Pascan cannot be held liable for any damage if the instruments are checked as baggage.

Pascan is making all efforts to handle the baggage with care. However, liability for the loss of, damage to, or delay in the delivery of baggage is limited under the terms and conditions of Pascan's Contract of Carriage, unless a higher value is declared in advance and the additional charges associated with the higher value are paid.

Liability for damage to, or a delay in the delivery of baggage is limited to $250 CAD per passenger, unless a higher value is declared in advance and additional charges are paid. Each baggage claim is filed by one person only.

Liability for the loss of baggage is limited to $1,000 CAD per passenger unless a higher value is declared in advance and additional charges are paid. Each baggage claim is filed by one person only. The liability of the carrier is limited to the declared value of the baggage except when the passenger:

• Has declared the value of the baggage to be an amount exceeding $250 per passenger for one or more passengers; and
• Has paid an additional charge of $2 per $250 or portion thereof for the excess amount.

All baggage or goods presented for transport may be inspected by the carrier. The pieces of baggage or the goods presented will not be transported:

• If they may present a danger to the aircraft, people or property; or
• If they risk being damaged by air transport; or
• If they are not properly packaged; or
• If their transportation would contravene the laws, regulations or orders of Canada.
• If the baggage or goods, because of their weight, size or nature, cannot be transported on board the aircraft, Pascan must, before flight departure, refuse to transport all or part of the baggage or cargo.

Pascan must be notified at least 24 hours in advance if the passenger intends to carry firearms. The passenger must be 18 years of age or older to carry a firearm.

Packing instruction

Firearms and ammunition must not be stored in the same container.

A declaration form must be completed at registration for each case containing a firearm. On the form, you must certify that the firearms are unloaded. All firearms must be:

• Unloaded;
• Stored in a specially designed, opaque, locked case that cannot be easily broken during transport.

The maximum weight of ammunition per passenger must not exceed 11lbs. Ammunition must be packed separately from weapons. Explosive or incendiary cartridges are prohibited.

Dangerous goods are always prohibited, among others:

• Explosives
• Flammable gas, Toxic gas (Cayenne pepper), Non-flammable and non-toxic gas
• Flammable liquids
• Flammable solids
• Oxidizing materials and organic peroxides
• Toxic and infectious substances
• Radioactive elements
• Corrosive materials
• Various regulated hazardous materials

Pascan can refuse to transport any person for several reasons including but not limited to the following:

• Laws or regulations: this is necessary to avoid a violation of the laws, regulations or ordinances of any country or of any possession that must be flown over.
• Conduct or condition of the passenger: The conduct, condition, age, physical or mental condition are such that refusal is necessary for reasons of safety or comfort for other passengers (pregnant passenger, newborn baby );
• Proof of identity / age: When checking in and boarding all Pascan flights, all passengers must present a valid photo ID. Also, when a passenger travels on a particular fare because of his age, Pascan requires the presentation of proof.
• Smoking on board: Pascan does not allow passengers to smoke on any of his flights. Any passenger who fails or refuses to comply with this policy may be disembarked from the flight at any stopover en route or be denied boarding from the next stopover.
• Safety: Pascan may refuse to transport or drop off at any stopover a passenger whose actions interfere or have interfered with the safety or comfort of any passenger or crew member.
• The passenger's documents are not in order: Pascan can refuse to carry a passenger when entry, passage or boarding would not be legal.

In these cases, Pascan is not responsible for the refusal to transport the passenger and no compensation will be granted.

OTHER EXPENSES

Full details of your fare, including all surcharges, taxes, fees and charges are available on your itinerary receipt.

HOW TO APPLY

Depending on the ticket fare conditions, changes or refunds can be done by calling the reservation center or by emailing reservation@pascan.com. The phone numbers and opening hours of the reservation center can be found in the "Contact" section of the website.

RESERVATION, CONFIRMATION, VALIDITY

A seat reservation for a given flight is valid when it is entered into the carrier's electronic reservation system and the availability and allocation of the seat is confirmed by obtaining a code or ticket number. confirmation that authenticates the reservation.

A seat reservation on a given flight is only valid when confirmed by the carrier upon receipt of payment or after making credit arrangements between the carrier and the customer.

Any reservation, even confirmed, is subject to cancellation without notice if:

• To comply with a government regulation;
• To comply with a government request for emergency transportation;
• For a case of force majeure
• For failure of the passenger to comply with the requirements relating to check-in and boarding.

The ticket is valid for a maximum of one year after the reservation date.

CANCELLATION BY THE PASSENGER

Full details of your fare including cancellation conditions are available on the detailed ticket.