air travel compensation canada

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6 Things to Know About Air Canada Flight Delay Compensation

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In 2023, Air Canada operated just 63% of its flights on time. That landed the Montreal-based airline in last place among major airlines in North America,  according to aviation analytics firm Cirium .

If you're one of the many Air Canada passengers who've experienced a delay, here's what you need to know about Air Canada flight delay compensation — especially after recent rule changes.

1. Canadian regulations require compensation for delays over three hours

As of Sept. 8, 2022, Canadian airlines are required to provide compensation for eligible delays of over three hours. The amount of the delay compensation depends on how long you're delayed from arriving at your final destination, as well as the size of the airline.

In the case of large airlines like Air Canada — including its subsidiaries Jazz and Rouge — the delay compensation is as follows:

$296 ($400 Canadian dollars) for arrival delays between three and six hours.

$519 ($700 Canadian dollars) for arrival delays between six and nine hours.

$741 ($1,000 Canadian dollars) for arrival delays of nine hours or longer.

This compensation is in addition to the completion of your itinerary or a refund of your flight, as well as "standard of treatment" requirements during the delay. This includes food, drinks and free Wi-Fi on delays over two hours and accommodations on overnight delays.

2. You're eligible for compensation even if you cancel a delayed flight

Say your trip is delayed so long that it no longer makes sense to continue on to your destination. In this case, Air Canada's policy allows for the refund of the unused portion of your ticket. If you're stuck at a connecting point, Air Canada will refund your ticket and fly you back to your origin.

Even if you take the option to cancel and refund your flight, you're still eligible for flight delay compensation. In these situations, you're due around $296 (CA$400) in flight delay compensation from Air Canada in addition to your refund.

3. Only certain delays are eligible for compensation

Not all Air Canada delays are eligible for flight delay compensation.

In order for passengers to claim flight delay compensation from Air Canada, a flight delay must be considered within the airline's control and "not related to safety." Eligible delays generally include maintenance delays and delays due to staff shortages.

The Canadian Transportation Agency (CTA) publishes a list of a dozen examples of delays that aren't considered in the airline's control — and thus aren't eligible for compensation. Noteworthy items on the list include:

Weather conditions or natural disasters.

Instructions from air traffic control.

Airport operation issues.

Medical emergency,

Security threat.

"A manufacturing defect in an aircraft that reduces the safety of passengers and that was identified by the manufacturer or a competent authority."

In cases when a delay is considered outside the airline's control, Air Canada is still required to confirm you on the next available flight on Air Canada or one of its partners.

You can find the full list of situations deemed to be outside of the airline's control here .

If it can't book you on a flight within 48 hours of your original scheduled departure, you get the choice of either a refund or alternate travel arrangements — including booking on an Air Canada competitor — at no extra cost.

» Learn more: What you need to know about Chase’s trip delay insurance

4. Credit card protections or travel insurance can cover gaps

Air Canada isn't on the hook for providing delay compensation or overnight accommodations when a delay is considered outside of its control — such as delays attributed to weather or air traffic control. That's why we recommend getting trip delay protection through other means.

Credit card travel protections can fill this gap. For example, the Aeroplan® Credit Card provides protections, such as:

Trip Delay Reimbursement : Up to $500 per ticket for expenses such as meals and lodging if your flight is delayed more than 12 hours or requires an overnight stay.

Trip Cancellation/ Interruption Insurance: Get reimbursed up to $1,500 per person (and $6,000 per trip) if your trip is canceled or cut short by a covered situation such as sickness, or severe weather.

The Chase Sapphire Reserve® also provides trip protections. Its coverage includes reimbursement for meals, lodging and other reasonable expenses up to $500 per person for flight delays of six hours or more caused by weather, strikes or equipment failure.

Alternatively, you can cover yourself against unforeseen flight delay expenses by purchasing travel insurance that covers trip delays .

» Learn more: What to know before buying travel insurance

5. Filing requirements and deadlines matter

To be eligible for flight delay compensation, eligible travelers must file a written claim within one year of the date of their delayed flight. The airline then has 30 days from the date of filing to respond by paying compensation or responding with its reasoning as to why compensation isn't due.

For Air Canada, the official flight delay filing form can be found here . Select the "Flight Delay or Cancellation Claim" option. Then, enter your Air Canada ticket number and passenger's last name to get started.

If you don't get a response within 30 days — or you aren't satisfied with the airline's response — you can submit a complaint to the Canadian Transportation Agency (CTA). The agency will then try to broker a resolution.

6. Delayed flights from Europe are covered under EU261/UK261

In case you were wondering, you can't "double dip" on flight delay compensation. Specifically, you can't claim compensation from Air Canada under this new Canadian law if you've already gotten compensation for the same delay under the passenger protection rules of another country.

This stipulation is primarily going to affect delays on flights departing Europe. European regulation EU261 requires all airlines — not just those based in Europe — to compensate travelers for delays on flights departing mainland Europe.

All Air Canada flights from mainland Europe are over 3,500 kilometers. That means you're due around $647 (600 euros) if your Air Canada flight arrives more than three hours late when departing mainland Europe.

Similarly, the United Kingdom incorporated "UK261" legislation that requires airlines to compensate travelers for delays on flights departing the UK.

If you're on an Air Canada flight departing the UK that's delayed due to an eligible circumstance, you'll get around $327 (260 pounds) if your flight arrives at your destination with a delay of less than four hours and a whopping $655 (520 pounds) for delays over four hours.

» Learn more: Should U.S. airlines pay passengers for delays like the EU?

Air Canada flight delay compensation, recapped

Canada recently changed its flight delay regulations. Now, large airlines like Air Canada are potentially on the hook for over $700 in compensation for lengthy delays deemed to be within their control.

Even if a delay isn't the airline's fault, Air Canada still has to promptly rebook you on a flight — even if that means rebooking you on a competitor — or provide a refund. In these cases, you'll want to have credit card trip delay protections or travel insurance to cover the costs of lodging, food, and other essentials.

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What compensation are you entitled to if your flight is delayed or cancelled?

Canadians have faced a number of issues flying as travel increases following two years of pandemic restrictions, leaving some stranded or delayed for hours at airports amid ongoing staffing shortages.

As airlines, security, and customs agencies struggle to handle the resurgence in travel, the problems have stranded travellers and delayed the start of vacations for others, leaving many Canadians wondering what rights they have in such situations.

In Canada, air passengers can be compensated for flight delays and cancellations under the Canadian Transportation Agency's Air Passenger Protection Regulations (APPR).

If a flight is delayed or cancelled and the reason is within the airline's control and not safety-related, travellers are entitled to "a specific standard of treatment, compensation, and rebooking or a refund" under the APPR.

CTVNews.ca breaks down what rights passengers have when a flight is delayed or cancelled and how to go about getting compensation.

WHEN ARE PASSENGERS ENTITLED TO COMPENSATION?

According to the APPR , passengers are entitled to compensation if a flight is delayed for more than three hours for an issue that is within the carrier's control, but not related to safety.

Under the federal rules, airline are liable for expenses or damages caused by the delay of a flight, unless the airline can show that it has taken all reasonable measures to prevent what happened.

This applies to all flights to, from and within Canada, including connecting flights.

Under federal rules, airlines have a legal obligation to inform passengers of delays and cancellations, as well as their rights in such situations.

However, Gabor Lukacs, an advocate for Canadian air passengers and the president of the non-profit Air Passenger Rights, told CP24 that passengers should take it upon themselves to do their own research.

"They should never rely on just what the airline's telling them," he said in an interview in April. "Don't ask the airline about your rights, but tell the airlines what your rights are and demand that they respect them."

WHAT KIND OF COMPENSATION ARE PASSENGERS ENTITLED TO?

The amount of compensation for air travellers depends on whether the airline is classified as a large carrier or a small one.

Large airlines are considered to be those that have flown more than two million passengers in each of the two previous years, according to the APPR. This would include Air Canada compensation and British Airways, for example.

All other airlines are considered small carriers. Up until Jan. 12, 2022, Sunwing was considered a large carrier, but after this date its classification was changed to small.

With a large carrier, passengers are entitled to $400 for a delay of three to six hours, $700 for a delay between six and nine hours, and $1,000 for a delay that lasts more than nine hours, according to the APPR . For small carriers, passengers are entitled to $125, $250 and $500 for those delay times, respectively.

Under the federal rules, passengers also have to be compensated up to $2,400 if they were denied boarding because a trip was overbooked, and receive up to $2,100 for lost or damaged luggage.

Airlines may also be on the hook for any other out-of-pocket expenses incurred by the passengers because of the delay, such as parking or lost wages.

WHAT COMPENSATION ARE YOU ENTITLED TO AT THE AIRPORT?

After a departure delay of two hours, airlines are required to provide food and drink in "reasonable quantities" as well as a means of communication, such as free Wi-Fi.

If passengers have to wait overnight for their flight, airlines have to offer hotel or other comparable accommodation free of charge, as well as free transportation to the accommodation.

When a flight is cancelled, or once a delay reaches three hours, airlines are required to offer alternate travel arrangements "in the same class of service and using a reasonable route." Under federal rules , the airline must rebook the passenger on the next available flight operated by them or an airline with which they have a commercial agreement.

For disruptions other than those outside the airline's control, such as weather or unscheduled mechanical issues, a passenger would be entitled to a refund instead of rebooking, if the arrangements offered do not meet their travel needs or there is no longer any purpose for the travel because of the disruption.

As of Sept. 8 , airlines will either have to fully refund passengers or rebook them if a flight is cancelled or delayed by three hours or more, as part of new regulations announced by the Canadian Transportation Agency (CTA).

Under the updated rules, airlines will be required to offer a rebooking or refund within 30 days, at the traveller's choice, if it cannot provide a new reservation within 48 hours of a flight cancellation or three-hour delay, including for flight disruptions outside the airline's control.

WHAT'S THE PROCESS FOR FILING A COMPENSATION CLAIM?

To receive compensation for a flight delay compensation or cancellation, travellers must make a claim with the airline in writing within one year of the incident date. Some airlines allow you to make a claim directly on their websites.

According to the APPR , the airline has 30 days to respond by issuing a payment or by telling the traveller why it believes compensation is not owed.

Airlines are required to offer compensation in monetary form, such as cash, cheque, or bank account deposit. Airlines can offer other forms of compensation including vouchers or rebates, but they must have a higher value than the monetary compensation and cannot expire.

The airline must tell passengers in writing the amount of compensation they are owed and the value of any other form of compensation offered.

The APPR says passengers have the right to choose the form of compensation they want. However, when choosing another form of compensation, passengers will be required by the airline to confirm in writing that they are aware financial compensation is available and they are choosing to forego it.

WHAT ARE THE NEXT STEPS SHOULD AN AIRLINE DENY COMPENSATION?

Should the airline not respond to a claim within 30 days, passengers can then submit a complaint to the CTA or go to small claims court.

Lukacs said filing a claim with a major airline is not always easy and sometimes travellers will have to go to court to get the compensation they deserve.

"On day 31, I would just serve the airline with small claims court papers. No point in belabouring it," Lukacs said. "Once they understand that you mean business, once they understand that you are actually willing to go a step further, they are going to come to their senses."

While the APPR advises passengers to do so, Lukacs does not suggest passengers seek help from the CTA.

"We recommend that you go to the provincial small claims courts route because there you are going to get a fair hearing," he said.

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New refund regulations

From: Canadian Transportation Agency

News release

The Canadian Transportation Agency (CTA) today announced that the Regulations Amending the Air Passenger Protection Regulations, which provide additional refund requirements, are published in Part II of the Canada Gazette. They will come into force on September 8, 2022.

June 22, 2022 – Gatineau, Quebec – The Canadian Transportation Agency

The Canadian Transportation Agency (CTA) today announced that the  Regulations Amending the Air Passenger Protection Regulations , which provide additional refund requirements, are published in Part II of the  Canada Gazette . They will come into force on September 8, 2022.

Until now, the  Air Passenger Protection Regulations  required refunds to be provided for flight disruptions within the control of airlines. The new requirements will require airlines to provide passengers with either a refund or rebooking, at the passenger's choice, when there is a flight cancellation, or a lengthy delay, due to a situation outside the airline’s control that prevents it from ensuring that passengers complete their itinerary within a reasonable time. They will apply to all flights to, from and within Canada, including connecting flights, taking place after the coming into force of the regulations.

The new regulatory requirements:

• Require airlines to provide a passenger affected by a cancellation or a lengthy delay due to a situation outside the airline’s control with a confirmed reservation on the next available flight that is operated by them or a partner airline, leaving within 48 hours of the departure time indicated on the passenger's original ticket. If the airline cannot provide a confirmed reservation within this 48-hour period, it will be required to provide, at the passenger's choice, a refund or rebooking;
• Identify what costs must be refunded (unused portion of the ticket, which includes any unused add-on services paid for);
• Identify the method to be used for refunds (same as the original payment, e.g., a return on the person's credit card);
• Require airlines to provide a refund within 30 days.

The COVID-19 pandemic revealed a gap in Canada's air passenger protection framework: the absence of a requirement for airlines to refund tickets when flights are cancelled, or where there is a lengthy delay, for reasons outside airline control and it is not possible for the airline to ensure that the passenger's itinerary is completed within a reasonable time.

On December 21, 2020, the Minister of Transport issued a  direction  giving the CTA the authority to develop new regulations to close this gap for future travel. In a letter accompanying the direction, the Minister asked that the CTA design the regulations in a manner that is fair and reasonable to passengers and, to the extent possible, not impose an undue financial burden on carriers that could lead to their insolvency.

Consultation process On December 21, 2020, the CTA launched a  consultation  process seeking feedback on certain questions to help shape the new requirements. A summary of this input can be found in the resulting  What We Heard report .

On July 3, 2021, the CTA published its proposed Regulations Amending the Air Passenger Protection Regulations in Part I of the  Canada Gazette  for public review and comment. A second round of consultations invited stakeholders and the public to comment on the proposed regulations, which ended on October 1, 2021. The results of both consultations have informed the final amendments to the regulations.

“These regulations will close the gap in the Canadian air passenger protection regime highlighted by the COVID-19 pandemic and ensure that even when cancellations and lengthy delays occur that are outside the airline’s control, passengers will be protected if the airline cannot complete their itinerary within a reasonable period of time. Starting September 8, 2022, if an airline cannot rebook passengers within 48 hours of their original departure time, it will be required to provide at the passenger’s choice, a refund or rebooking, regardless of the type of ticket they purchased.”

France Pégeot, Chair and CEO of the Canadian Transportation Agency

Reference material

• Highlights of the regulations

About the CTA

The Canadian Transportation Agency is an independent, quasi-judicial tribunal and regulator that has, with respect to all matters necessary for the exercise of its jurisdiction, all the powers of a superior court. The CTA has three core mandates: helping to keep the national transportation system running efficiently and smoothly, protecting the fundamental right of persons with disabilities to accessible transportation services, and providing consumer protection for air passengers. To help advance these mandates, the CTA makes and enforces ground rules that establish the rights and responsibilities of transportation service providers and users and level the playing field among competitors, resolves disputes using a range of tools from facilitation and mediation to arbitration and adjudication, and ensures that transportation service providers and users are aware of their rights and responsibilities and how the CTA can help them.

Media Relations Canadian Transportation Agency [email protected] Tel.:  819-934-3448 Follow us:  Twitter  /  YouTube

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Air Passenger Protection Regulations

Regulations.

The regulations provide for clearer and more consistent air passenger rights by imposing certain minimum airline requirements in air travel – including standards of treatment and, in some situations, compensation for passengers.

Air Passenger Protection

• Know your rights
• How to file a complaint

The Air Passenger Protection Regulations came into effect in two stages. On July 15, 2019, airlines were required to meet new obligations concerning communication, denied boarding, tarmac delay, baggage and the transportation of musical instruments. The remaining obligations on flight disruptions and seating of children came into effect on December 15, 2019.

The Regulations Amending the Air Passenger Protection Regulations , which include new refunds provisions, came into effect September 8, 2022.

• Air Passenger Protection Regulations Highlights
• FAQs: Air Passenger Protection Regulations
• Air Passenger Protection Regulations: SOR/2019-150

New Refund regulations - Regulations Amending the Air Passenger Protection Regulations

The Regulations Amending the Air Passenger Protection Regulations are now in force.

Application of the Regulations

The new requirements require airlines to provide passengers with either a refund or rebooking, at the passenger’s choice, when there is a flight cancellation, or a lengthy delay, due to a situation outside the airline’s control that prevents it from ensuring that passengers complete their itinerary within a reasonable time. They apply to all flights to, from and within Canada, including connecting flights, as of September 8, 2022 . Note: they are not retroactive.

The new requirements:

• Require airlines to provide a passenger affected by a cancellation or a lengthy delay due to a situation outside the airline’s control with a confirmed reservation on the next available flight that is operated by them or a partner airline, leaving within 48 hours of the departure time indicated on the passenger’s original ticket. If the airline cannot provide a confirmed reservation within this 48-hour period, it is required to provide, at the passenger’s choice, a refund or rebooking;
• Identify what costs must be refunded (unused portion of the ticket, which includes any unused add-on services paid for);
• Identify the method to be used for refunds (same as the original payment, e.g., a return on the person’s credit card);
• Require airlines to provide a refund within 30 days.
• Highlights of Proposed Airline Refund Requirements
• FAQs – Amendments to the Air Passenger Protection Regulations (Refunds)
• Regulations Amending the Air Passenger Protection Regulations : SOR/2022-134

Air passenger protection consumer microsite

• File a complaint
• Tips for travellers
• Application of the Air Passenger Protection Regulations: A Guide
• Baggage Requirements for Domestic Services: A Guide
• Updated Communicating Key Information to Passengers: A Guide
• Updated Denied Boarding: A Guide
• Updated Flight Delays and Cancellations: A Guide
• Seating of Children with an Accompanying Passenger on an Airplane: A Guide
• Tarmac Delay Standards of Treatment and Disembarkation: A Guide
• Updated Types and Categories of Flight Disruption: A Guide

Air Canada denies certain compensations claims, calls staff shortages a 'safety-related issue'

Advocate says airline 'unlawfully' exploiting passenger rights charter.

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Less than four hours before departure, Ryan Farrell was surprised to learn his flight from Yellowknife to Calgary had been cancelled.

Air Canada cited "crew constraints" and rebooked him on a plane leaving 48 hours after the June 17 flight's original takeoff time.

Farrell was even more surprised six weeks later, when he learned his request for compensation had been denied on the basis of the staff shortage.

"Since your Air Canada flight was delayed/cancelled due to crew constraints resulting from the impact of the COVID-19 pandemic on our operations, the compensation you are requesting does not apply because the delay/cancellation was caused by a safety-related issue," reads the email from customer relations dated July 29.

• What do you think about this story? Do you have a question, experience or story tip to share? Send them in an email to  [email protected] .

The rejection "feels like a slap in the face," Farrell said.

"If they don't have replacement crew to substitute in, then the flight [was] cancelled because they failed to assemble a crew, not because any other factor would have made it inherently unsafe to run the flight," he said in an email.

"I think the airlines are trying to exploit a general emotional connection that people make between 'COVID-19' and 'safety,' when in reality if you put their logic to the test it doesn't stand up."

Frustration as airlines deny compensation for travel disruptions

Not a unique problem.

Air Canada's response to Farrell's complaint was not an outlier. In a Dec. 29 memo, the company instructed employees to classify flight cancellations caused by staff shortages as a "safety" problem, which would exclude travellers from compensation under federal regulations. That policy remains in place.

Canada's passenger rights charter, the Air Passenger Protection Regulations (APPR), mandates airlines to pay up to $1,000 in compensation for cancellations or significant delays that stem from reasons within the carrier's control when the notification comes 14 days or less before departure. However, airlines do not have to pay if the change was required for safety purposes.

The Canadian Transportation Agency (CTA), a quasi-judicial federal body, says treating staff shortages as a safety matter violates federal rules.

• Days of waiting, lost luggage, repeated cancellations: passengers describe trying to fly with Air Canada
• Front-line airline workers in Halifax bear the brunt of customer anger

"If a crew shortage is due to the actions or inactions of the carrier, the disruption will be considered within the carrier's control for the purposes of the APPR. Therefore, a disruption caused by a crew shortage should not be considered 'required for safety purposes' when it is the carrier who caused the safety issue as a result of its own actions," the agency said in an email.

That stance reinforces a decision made July 8 — three weeks before Farrell learned he'd been denied compensation — when the CTA used nearly identical language in a dispute over a flight at a different air carrier. The regulatory panel's ruling in that case emphasized airlines' obligations around advance planning "to ensure that the carrier has enough staff available to operate the services it offers for sale."

Toronto's Pearson ranked worst airport in the world for delays

Air canada exploiting policy, advocate says.

In the December memo, which was issued at the height of the Omicron wave of COVID-19, Air Canada said: "Effective immediately, flight cancellations due to crew are considered as Within Carrier Control — For Safety."

"Customers impacted by these flight cancellations will still be eligible for the standard of treatments such as hotel accommodations, meals etc. but will no longer be eligible for APPR claims/monetary compensation."

The staff directive said the stance would be "temporary." But Air Canada acknowledged in an email on July 25 that the policy "remains in place given the continued exceptional circumstances brought on by COVID variants."

Gabor Lukacs, president of the Air Passenger Rights advocacy group, said Air Canada is "unlawfully" exploiting the passenger rights charter to avoid paying compensation and called on the transport regulator for stronger enforcement.

"They are misclassifying things that are clearly not a safety issue," he said of Canada's largest airline, calling the policy "egregious."

Consumers can dispute an airline's denial of a claim via a complaint to the CTA. However, the agency's backlog topped 15,300 air travel complaints as of May.

Air Canada trying to deter compensation claims: lawyer

Lukacs also noted that European Union regulations do not exclude safety reasons from situations requiring compensation in the event of cancellations or delays. Payouts are precluded only as a result of "extraordinary circumstances," such as weather or political instability.

"This document, along with the previous declarations and behaviour since the beginning of the pandemic, shows that Air Canada's priority is clearly to try to limit the costs of the flight cancellations instead of providing good service to its clients," Sylvie De Bellefeuille, a lawyer with Quebec-based advocacy group Option consommateurs, said after reviewing a copy of the directive.

She said Air Canada aims to deter passengers from requesting compensation in the first place. "This tactic does not, in our opinion, demonstrate that the company cares about its customers."

• Did post-pandemic air travel take off too quickly? Some say yes
• Despite turbulent airline travel this summer, widespread hiring continues for flight attendants

Air Canada disagrees with that characterization.

"Air Canada had and continues to have more employees proportionate to its flying schedule when compared prior to the pandemic," the company said in an emailed statement, indicating it had done everything it could to prepare for operational hiccups.

"Air Canada follows all public health directives as part of its safety culture, and during the Omicron wave last winter that affected some crew availability, we revised our policy to better assist customers in their travels with enhanced levels of customer care for flight cancellations related to crew contending with COVID."

John Gradek, head of McGill University's aviation management program, said the transportation agency is partly responsible for the "debacle" because it established looser rules than those in Europe and the United States.

"Carriers have been making strong efforts to point fingers and claim delays are outside of their control to reduce liability," he said in an email.

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• About the CTA

Know your rights

You have rights when you fly. The Canadian Transportation Agency (CTA) developed the Air Passenger Protection Regulations to set minimum airline obligations toward passengers.

What you need to know about delays, cancellations and missing baggage

Find out what you should do, and what your rights are.

• if your flight is delayed or cancelled
• if your flight is with a large  or small airline
• if your baggage is lost, damaged or delayed

Peak travel times

• Airport congestion and flight issues
• Tips to ensure the airline boards you on your flight

Government of Canada — Travel Advice and Advisories

If you experienced a problem, you must first contact your airline to resolve it. If that does not work, you can file a complaint with us. The CTA processes complaints and settles disputes between travelers and airlines. 

There are three types of rules the airlines must follow

• The rules set by the CTA in the Air Passenger Protection Regulations that cover flights to, from and within Canada, including connecting flights.
• The rules set by the International Civil Aviation Organization’s Montreal Convention.
• The rules set out by the airlines in their terms and conditions listed in their Tariff, which is the contract between you and the airline when you buy a ticket.

Airlines have obligations to follow the rules about:

In the event of a flight delay or cancellation, the airline must:

• inform you about your rights and the remedies available;
• provide the reason for the disruption; and
• give regular status updates during delays.

Depending on the reason for the flight delay or cancellation, an airline has minimum obligations to passengers that could include standards of treatment , rebooking or refunds , and compensation for inconvenience.

File a complaint

You must submit a claim in writing with the airline:

• within 7 days after receiving your damaged baggage
• within 21 days after receiving your delayed baggage for travel on an international itinerary
• as soon as possible for delayed baggage for travel on a domestic itinerary
• as soon as possible for baggage that is considered lost

Failure to submit a claim within the set time limits could result in the carrier denying your claim.

Denied boarding happens when there are fewer seats available on a flight than there are passengers who have checked in and arrived at the gate on time for boarding and are in possession of valid travel documentation.

Bumping does not include situations where a passenger must be refused transport for reasons such as not having a valid passport or arriving late at the gate.

Depending on the reason for the denied boarding, an airline has minimum obligations to passengers that could include standards of treatment , rebooking or refunds , and compensation for inconvenience.

A tarmac delay at departure begins after the doors of the aircraft are closed for take-off. A tarmac delay on arrival begins after the flight has landed.

Passengers have specific rights in a tarmac delay situation. Airlines must provide them with certain amenities while they wait on board the aircraft.

As a passenger, you must:

• Comply with domestic and foreign travel requirements, and have appropriate and valid travel documents to travel within Canada, to enter a foreign country or to return to Canada, including proof that you meet any requirements related to the COVID-19 pandemic. There may also be additional passenger health screening required upon arrival in Canada. For more information, please consult Transport Canada ’s website and Travel.gc.ca or the Canada Border Services Agency 's website.
• Not behave in a way that interferes with the flight or puts the safety of passengers and crew at risk; and,
• Complete the travel document verification process;
• Register your baggage;
• Pass through the security screening checkpoints; and,
• Arrive at the boarding gate.

Clear and timely communication of accurate information to passengers is critical to ensuring a positive passenger experience. Airlines must:

• inform you of their policies on delays, cancellations, denied boarding, lost or damaged baggage and the seating of children in a simple, clear way;
• provide the reason for a flight disruption in plain language without technical jargon;
• provide regular status updates during delays; and
• make sure that communication is accessible to persons with disabilities.

Persons with disabilities have a fundamental right to an accessible federal transportation network.

We can help with concerns and complaints related to the accessibility of:

• flights to, from, and within Canada, including connecting flights;
• rail, ferry and bus carriers that operate between provinces or territories or between Canada and the United States;
• airports, rail stations and ferry terminals located in Canada; or
• services integral to the transportation services provided by an airline or terminal located in Canada.

For more information about the Accessible Transportation for Persons with Disabilities Regulations , visit the Canadian Transportation Agency's Accessible Transportation page.

File a complaint:

Accessibility complaints about transportation services

The CTA works together with other federal agencies that have a human rights mandate, such as the  Canadian Human Rights Commission , to ensure that human rights related complaints be dealt with efficiently and expeditiously by the most appropriate organization.  

If you file a complaint with the CTA that involves a human rights issue experienced during your air travel, such as discrimination on the basis of race, gender identity or expression, or other prohibited grounds of discrimination and the CTA is not in a position to deal with it, the CTA may officially, or informally with your consent, refer your complaint to the most appropriate organisation.  

Airline customer service issues such as food quality or staff courtesy are generally outside the purview of the CTA. If you have this type of issue, please contact your airline:

Airline customer service departments .

If you believe the airline's customer service issue has impacted your rights under the Air Passenger Protection Regulations , you can  file a complaint  with the CTA. If you believe it has impacted your right to accessible travel, you can find more information or file a complaint on the CTA's  Accessible Transportation  page.

Airlines must, at the earliest opportunity and at no extra cost, take steps to seat children under the age of 14  beside or near their parent, guardian or tutor, depending on their age.

Some airlines accept unaccompanied children aged 5 to 11 years and will escort them from check-in through to their arrival at the destination airport (usually for a fee). Be sure to consult your airline's terms and conditions before booking a flight for an unaccompanied minor.

Airlines must include in their tariffs the terms and conditions of carriage regarding the transportation of musical instruments as checked or carry-on baggage. This includes:

• weight, size and quantity restrictions;
• cabin overhead bin or under seat storage options;
• options in the event of aircraft downgrading; and
• fees for transporting musical instruments.

Please consult your airline's tariff for transporting musical instruments.   

Reference: Airline obligations for transportation of musical instruments are set out in the Air Passenger Protection Regulations

Airlines sometimes charge fees in order for passengers to change their flight and travel dates.

The availability of fares and flights continually changes. They are never guaranteed until you have paid in full.

Any time you buy an airline ticket, you should carefully review the details.

A reservation is a record of the flights booked with your airline. Having a reservation does not automatically entitle the passenger to travel. When the airline receives payment, it issues a ticket linked to that reservation, which allows the passenger to travel.

You should carefully review the details of your reservations.

Advertising through any media must display air prices in an all-inclusive format for travel within or originating in Canada.

Air price advertising directed at the public must include the total price (including a breakdown of all taxes, fees and charges) and a description of the air service offered .

Travel agents and Tour operators

Bilingual service

Loyalty programs

Unfair competitive practices

Fares and rates on domestic routes with little or no competition

Reducing air service to a community