Reservation policies

All Propair flights operate from the main airport terminal, except in the following cases:

• Rouyn-Noranda Airport: Passenger Terminal
• Montréal-Trudeau Airport: Skyservice, 9785 Ryan Ave, Dorval, QC H9P 1A2, Canada
• Québec City Jean Lesage International Airport: 629, 6th Avenue de l'Aéroport, Québec City, QC G2G 2T4

Check-in counters will open 90 minutes before departure. Passengers are asked to arrive early to ensure flight schedules are maintained. Check-in counters will close 30 minutes before the scheduled departure time, after which check-in will be denied.

The recommended check-in time is 60 minutes prior to departure.

Boarding counters will close 15 minutes before departure.

The time indicated on the ticket is the departure time, not the boarding time

Complimentary beverages and snacks are offered on board.

Please note that we cannot guarantee that the snacks served are free of allergens.

To ensure comfort during the journey, passengers requiring special assistance must contact our reservations center directly.

Service Animals:

A guide dog or certified assistance animal is permitted on board any Propair aircraft, provided it is harnessed. The passenger must also provide, at the time of booking, a certificate confirming that the animal has been trained by a professional service animal training organization to assist a person with a disability.

The carrier will accept the service animal of a person requiring assistance at no extra charge. This person is also entitled to the full baggage allowance.

The carrier will determine, in consultation with the passenger, the most suitable seating arrangement for both the individual and the animal to ensure sufficient space.

Wheelchairs:

Passengers using a wheelchair are welcome on all Propair flights. Most foldable wheelchairs are accepted on board. However, some equipment such as rigid-frame and/or electric wheelchairs may not be accepted due to space constraints and/or limitations imposed by the aircraft’s design.

Seatbelt Extensions:

Passengers requiring a seatbelt extension must request it at the time of booking.

Before the 36th week:

A pregnant woman can travel on Propair flights without a medical certificate.

Between the 37th and 38th week:

A pregnant woman can travel provided she presents a medical certificate, written within 72 hours before departure by a doctor or a licensed midwife, at check-in. This certificate must confirm the number of weeks of pregnancy, the date(s) of the flight, and indicate that the passenger is fit to fly.

39th week and beyond:

A pregnant woman will not be accepted on the company's flights after the 39th week, meaning the return flight must occur before this time.

Pregnant women who wish to travel with a baby on their lap may do so.

A pregnant woman may not sit in the bulkhead or emergency exit rows. Additionally, it is strongly recommended that the pregnant woman sit by the window to facilitate movement in the event of an evacuation.

Infants (7 days to 23 months)

Only one infant under two years old can travel for free if seated on the lap of a passenger who is at least 16 years old. The parent/guardian is allowed to carry one additional item (stroller, playpen, car seat) that does not count towards the baggage allowance.
The infant for whom a seat has been purchased must be properly secured in an approved child restraint device, and the applicable fare must be paid. The regular baggage allowance applies.
A valid identification showing the child’s date of birth is required at check-in. Travel for an infant under 7 days old requires a medical certificate from a doctor authorizing the travel.
According to Canadian Aviation Regulations, adult passengers (16 years or older) may not be responsible for more than one infant on board, for any reason. This regulation applies whether the infant is seated on the lap of the adult (occupying the same seat as the adult) or placed in a child restraint device.

Children (2 to 11 years old)

A passenger in this age group is considered a child for air travel purposes and will pay the applicable child fare (if available) when accompanied by a passenger who is at least 16 years old and holds a ticket for the entire duration of the journey.
The child must be supervised by a passenger aged 16 or older, or placed under the care of the carrier’s unaccompanied minor service, if applicable, for children aged 8 or older traveling alone. (See the "Unaccompanied Minor" section for more details.)
For children aged 8 to 16 inclusive, an unaccompanied minor travel service is available. See the "Unaccompanied Minor" section for more information.
The use of an approved child restraint device is optional for children aged 2 or older.

Children (12 years and older)

This passenger is considered an adult for air travel purposes, and the applicable adult fare must be paid. This passenger may travel unaccompanied or without supervision. They may also accompany an infant or child aged 7 days to 11 years, provided they are aged 16 or older.
Children aged 12 to 16 inclusive can use the unaccompanied minor service upon request from their parent/guardian. Please note that any request for unaccompanied minor service for this age group will be subject to the restrictions of the unaccompanied minor service.

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

• 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 both a motor vehicle and an aircraft. 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 next to the parent/guardian's seat.

  For children aged 2 and older, if the accompanying adult wishes to place the child in a safety seat, it must have the NSVAC 213 certification.

  The CARES (Child Aviation Restraint System) child restraint device is also accepted for children weighing between 22 and 44 pounds and measuring no more than 40 inches.

The transport of unaccompanied minors aged between 8 and 11 years old is authorized under the following conditions:

• Agreements and registration for the unaccompanied minor service must be made with the carrier at least 24 hours before departure.

• The minor must be brought to the departure airport by a parent/guardian, who will remain with them until the carrier begins supervision. The parent/guardian must complete all required documentation, including providing satisfactory proof to the carrier that the minor will be received at the destination by another parent, guardian, or responsible person.

• The parent/guardian or other responsible person who will receive the unaccompanied minor at the destination airport must present photo identification so that the carrier’s staff can verify the person’s identity and confirm that they are the designated person to welcome the minor.

• The parent/guardian must remain at the departure airport until the aircraft takes off and for a period of 30 minutes after takeoff.

• The parent/guardian must provide the carrier with the name and phone number of an emergency contact during the minor's journey.

• Unaccompanied minors aged 5 to 12 years will not be accepted if the flight they are booked on is expected to end without reaching the destination where the minor is to disembark.

• Once the minor is handed over to the carrier, they assume responsibility for supervision until the minor is received at the destination by a parent, guardian, or another responsible person, who can confirm their identity with photo ID as a designated recipient.

• Reservations for unaccompanied minors must be confirmed. Minors cannot be placed on standby (waiting for a flight without a reservation).

• A medical authorization may be required for any unaccompanied minor service for children with medical conditions or disabilities.

• A minor with a health issue or disability may not be accepted for transport unless accompanied. Information and/or medical documents (such as a medical certificate) may be requested to provide the unaccompanied minor service.

• An unaccompanied minor with a severe allergy cannot be accepted for transport. It is the responsibility of the parent/guardian to notify Propair Inc. of the condition during booking. If the parent only informs the carrier at check-in that the child has a severe allergy, the passenger service agent must refuse boarding.

• The unaccompanied minor service is available for:

  • Non-stop flights

  • Direct flights (a stop may occur, but no aircraft change)

• A fee of $100 will apply in each direction for unaccompanied minor service users.

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

Seat selection is not available on our aircraft. Passengers will be assigned seats upon check-in.

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

Only domestic dogs and cats are accepted on board our flights under certain conditions. One pet per flight.

The pet must be in an appropriate kennel or carrier and will count towards the passenger's carry-on baggage allowance. The carrier must be placed under the seat in front of the passenger, and the pet must remain in the closed carrier at all times. The passenger is fully responsible for the pet.

The maximum dimensions of the carrier are: 10in x 15in x 9in (length + width + height). The combined weight of the pet and carrier must not exceed 13 lbs. Only properly ventilated carriers are accepted. The carrier must be large enough for the pet to stand, turn around, and lie down comfortably and safely. No part of the animal should protrude from the carrier. Transport may be refused if the carrier is too small.

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

The passenger traveling with a pet cannot sit in the bulkhead or exit rows. Specific seats will be assigned at check-in to ensure compliance with procedures and regulations.

In the case of allergies, there must be at least 5 rows between a passenger allergic to dogs and/or cats and a passenger traveling with a pet in the cabin. If they are seated within 5 rows of each other, the allergic passenger will be relocated to the opposite side of the aircraft’s exit and away from the row with the pet.

Any reservation for a pet must be made with the reservation center at least 72 hours in advance. A fee per segment will apply upon booking.

Each passenger is entitled to the following baggage allowance: CHECKED BAGGAGE

• 1 checked bag of 25 lbs is included per passenger.
• The maximum size (length + width + height) is 158 cm (linear dimensions).
  
  Please note that the baggage allowance is calculated per item. However, the first checked bag up to 25 lbs is free of charge. Starting from the second bag, fees will apply.

EXCESS BAGGAGE

Transport of excess baggage is subject to space availability. Excess baggage may not be loaded on the same flight as the passenger.

INFANTS & BABIES

Only one infant under two years of age may travel for free if seated on the lap of a passenger aged 16 or older. The parent/guardian listed on the reservation is entitled to two additional items (e.g., stroller, playpen, car seat), which are not counted in the regular baggage allowance.

CARRY-ON BAGGAGE

Propair allows each passenger to carry one cabin bag and one personal item on board aircraft with 10 or more seats.
Maximum weight: 13 lbs
Maximum dimensions: 9" x 10" x 15"

PERSONAL ITEMS

Maximum weight: 5 lbs
Maximum dimensions: 5" x 7" x 3"

Examples of permitted personal items:

• Small handbag

• Coat or outerwear

• Baby item

• Small electronic device

• Umbrella

SPECIAL ITEMS

Medication
Passengers should always carry their prescription medications in their cabin baggage. Those with severe allergies should bring one or more EpiPens, just as they would in any other circumstance.

Medical Devices or Mobility Aids
The following items are always allowed in addition to the cabin baggage allowance:

• Mobility aids (e.g., braces, cane, crutches, walker, communication devices*) or other special needs items

• Tools of any size required by a special-needs passenger traveling with a mobility aid

• Battery-operated medical equipment (e.g., CPAP or sleep apnea devices) and personal oxygen concentrators

• Medications in their original containers

• Hypodermic needles/syringes for medical use (e.g., EpiPen) if the sheath is intact and the prescription is labeled with the name of the medication and the issuing clinic/pharmacy

• Containers for life-sustaining medical material

*Any device that assists a passenger in communicating (e.g., augmentative communication systems or auxiliary communication devices)

A fee applies for all sports items or equipment. The maximum weight allowed is 25 lbs per item or container.

Sports equipment not listed in the table below is not accepted on board our aircraft, except for hockey bags, which are free of charge. All sports equipment is accepted only on board our Beechcraft 1900D aircraft.

Passengers must notify our reservations team of any sports equipment at least 48 hours prior to their flight. If this notice is not respected, the item may be refused at check-in. A maximum of one sports item per flight is permitted.

The standard baggage allowance does not apply to sports equipment. Only the equipment fee will be charged. Based on the aircraft’s capacity and expected load, confirmation of boarding will be given 24 hours before departure.

Below is the list of accepted sports equipment:

Accepted Sports Equipment

Musical instruments are accepted as checked baggage, unchecked baggage, or valet baggage, subject to available space.

• Checked baggage: The instrument must comply with the maximum linear dimensions of 158 cm (length + width + height) and must not exceed 25 lbs.

• Unchecked baggage: Maximum weight of 13 lbs / Maximum dimensions of 15 in x 13 in x 7 in.

• Valet baggage: Maximum weight of 13 lbs / Maximum dimensions of 9 in x 10 in x 15 in.

A maximum of 1 instrument per passenger may be accepted as valet baggage and will be stored in the aircraft’s closet. This replaces the cabin baggage allowance—meaning if the passenger wishes to carry their musical instrument as valet baggage, no cabin baggage will be allowed on board.

Oversized instruments such as cellos or double basses are not accepted on board our aircraft.

Passengers are responsible for properly packaging their instruments to ensure safety and protection during travel. Propair cannot be held responsible for any damage if the instrument is transported in the aircraft hold.

Propair takes every precaution to ensure that baggage is handled with care. However, liability for damage, delay in delivery, or loss of baggage is limited in accordance with Propair’s General Conditions of Carriage, unless a higher value is declared in advance and an additional fee is paid.

A baggage claim can only be submitted on behalf of a single passenger.

The carrier’s liability is limited to the declared value of the baggage.

All baggage or goods presented for transport may be inspected by the carrier. Items will not be transported if:

• they may pose a danger to the aircraft, persons, or property;

• they are likely to be damaged by air transport;

• they are not properly packaged;

• their transport would violate the laws, regulations, or orders of Canada.

If the baggage or goods, due to their weight, dimensions, or nature, cannot be carried on board the aircraft, Propair reserves the right to refuse transportation of all or part of the baggage or goods before the flight’s departure.

Propair must be notified at least 48 hours in advance if the passenger intends to travel with firearms. The passenger must be 18 years of age or older to transport a firearm.

Packaging Instructions

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

A declaration form must be completed at check-in for each case containing a firearm. On the form, the passenger must attest that the firearms are not loaded.

All firearms must be:

• Unloaded;

• Stored in a locked, opaque case specifically designed for this purpose, which cannot be easily broken during transport.

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

Dangerous goods are prohibited at all times, including but not limited to:

• Explosives

• Flammable gases, toxic gases (e.g., pepper spray), non-flammable and non-toxic gases

• Flammable liquids

• Flammable solids

• Oxidizing materials and organic peroxides

• Toxic and infectious substances

• Radioactive materials

• Corrosive materials

• Various other regulated hazardous materials

Refusal to Transport Passengers or Goods

Propair may refuse to transport any person for various reasons, including but not limited to the following:

Without limiting the generality of the above, the following are examples of prohibited behaviors where the carrier may, at its discretion, take action to ensure:

• the comfort or physical safety of the individual, other passengers, or employees;

• the security of the aircraft;

• the unobstructed performance of the crew’s duties;

• or the safe and proper operation of the flight.

Refusal may occur in the following cases:

• The person is, in the reasonable opinion of a responsible carrier employee, under the influence of alcohol or drugs (except for a patient under medical treatment).

• The person's behavior or condition is or has been known to be abusive, offensive, threatening, intimidating, violent, or otherwise disorderly and, in the reasonable opinion of a responsible carrier employee, may disrupt the physical comfort or safety of others, hinder crew members in the performance of their duties, or compromise the safe operation of the flight.

• The person poses a risk or danger to themselves, to others (including a pregnant passenger and her unborn child), or to property.

• The person fails to comply with the carrier’s instructions or to cease any prohibited behavior.

• The person smokes or attempts to smoke on board the aircraft.

• The person continues to use a cell phone, laptop, or other electronic device after being instructed by a crew member to stop.

• The person is barefoot.

• The person is inappropriately dressed.

• The person possesses a prohibited item or weapon, whether concealed or not. However, the carrier will transport law enforcement officers or military personnel who meet the qualifications and conditions set by government regulations.

• The person has resisted or is likely to resist escort agents.

In such cases, Propair is not liable for refusing transportation and no compensation will be granted.

Fare Conditions

FLEX
Book at any time. Refundable, changeable, or transferable. Changes or cancellations are allowed free of charge. For changes/cancellations, passengers must notify us at least 2 hours before departure.

ECONO
Booking must be made at least 7 days prior to departure. Refundable with a $100 + tax fee ($114.98 taxes included). A fee of $100 + tax ($114.98 taxes included) will apply to any change, transfer, or cancellation.

PAAR
Non-refundable. Date changes are allowed up to 72 hours before departure, with a fee of $86.25 plus any applicable fare difference. No changes are allowed less than 72 hours before departure. Limited availability.

Regional Air Access Program (PAAR)

The ticket is subsidized by the Ministry of Transport under Component 2 of the PAAR (Offering tickets at a maximum fixed price) and cannot be refunded under Component 1 (Reimbursement of airfares for residents of remote and isolated regions) of the PAAR.

The passenger:

• Certifies that:

  1. the travel is exclusively for personal use, not for business or work,

  2. the ticket is not reimbursed by an employer or organization,

  3. they have not received more than six one-way tickets (or three round trips) under PAAR during the fiscal year (April 1 to March 31);

• Consents to the transmission of personal information by the carrier to the Ministry of Transport for verification purposes.

In the event of a false declaration, the passenger may be excluded from PAAR and agrees to reimburse the Ministry of Transport for the subsidy paid to the carrier for the ticket, in accordance with the amounts specified in the Financial Assistance Grid by Route, available on the Ministry's website, which the passenger declares to have read.

Other Charges

A detailed breakdown of your fare, including all surcharges, taxes, fees, and charges, is available on your detailed itinerary receipt.

HOW TO MAKE A REQUEST

According to the ticket fare conditions, changes or refunds can be made by calling the reservation center or by email at reservations@propair.ca. The phone numbers and hours of operation for the reservation center are available in the "Contact" section of the website.

RESERVATION, CONFIRMATION, VALIDITY

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

• To comply with a government regulation;

• To comply with a government request for emergency transport purposes;

• In the case of force majeure;

• Due to the passenger’s failure to comply with check-in and boarding requirements.

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

CANCELLATION BY THE PASSENGER

The complete details of your fare, including cancellation conditions, are available on the detailed receipt of your ticket.