If a flight is cancelled or delayed by more than 4 hours, Air Greenland offers a meal voucher to each passenger.
Meal vouchers should be regarded as a subsidy to help cover additional food expenses for each passenger.
Below you will find information on how and when meal vouchers are distributed, depending on where the customer is located.
If the customer is delayed in Nuuk – digital vouchers
If the customer is in Nuuk in connection with a cancellation or a delay of more than 4 hours, the meal voucher will be sent electronically via email and a notification is sent via SMS.
Meal vouchers can be used in cafés, restaurants, and retail stores that are part of the scheme. An overview of participating locations can be found here.
Please note the following:
Each meal voucher can be used once.
If the customer receives the same voucher through multiple channels (e.g., email and app), it is still the same voucher and can only be used once.
Meal vouchers are typically generated as follows:
Delayed flight on the day of departure: approx. 4 hours after the delay occurs.
Cancelled flight on the day of departure: approx. 15 minutes after the customer has received a new itinerary due to rebooking, provided the new departure is more than 4 hours later.
Delayed or cancelled flight to the following day: before noon on the original day of departure.
For example, if a new itinerary is received 2 days before departure, the voucher will be received in the morning 2 days later – on the original travel day.
If the customer is delayed for multiple days, vouchers are issued day by day:
Vouchers for lunch and dinner for the same day, and possibly breakfast the following day, are sent before noon.
Whether the customer receives a breakfast voucher depends on whether breakfast is included in the accommodation.
Once the customer has registered their contact details, any subsequent vouchers will be sent to the updated contact information.
If the trip is cancelled or the customer departs earlier than expected, unused vouchers will be cancelled.
If the customer is booked on a G-class ticket
We want to avoid sending vouchers to the wrong recipients, which is why we are working on a robust solution for correctly distributing meal vouchers to customers traveling on G-class tickets. Unfortunately, this solution is not yet ready.
This means that during the initial period after go-live, vouchers will not be sent automatically to customers on G-class tickets. A meal voucher will be created and prepared for these customers, but it will not be sent out.
In practice, this means that these customers must contact staff at the station desk. There, they can register their email and possibly phone number and have the voucher sent (as well as subsequent vouchers in case of multi-day delays). Alternatively, staff can print the voucher.
If the customer is denied boarding or misses a connection in Nuuk
If the customer is denied boarding or misses a connection in Nuuk, they must contact airport station staff, who will ensure they receive meal vouchers.
If the customer is stranded in their place of residence
If the customer is stranded in the same city where they reside, meal expenses are generally not covered, and no meal vouchers are issued. If a customer believes they have not received a voucher in error, they may be asked to provide documentation of residency, such as a residence certificate.
Customers on a PNR will be registered as local if they are stranded in Nuuk and their journey on that PNR also started in Nuuk. Therefore, they will not receive meal vouchers in case of cancellation with re-accommodation the next day, as it is assumed they can go home and eat. In such cases, the customer must contact station staff, who can issue vouchers if the customer is entitled to them.
If the customer is delayed at other destinations – physical voucher
The customer must contact staff at the airport or heliport to receive a physical meal voucher.
Please note that if the customer resides in the city where the disruption occurs, meal expenses are not covered and vouchers will not be issued.
If the customer chooses to stay privately with family or friends, Air Greenland does not cover accommodation costs. In practice, this also means that if the customer has the option to stay privately while stranded, meal vouchers will generally not be issued.
Air Greenland A/S