Depending on the reason for the delay or cancellation, the airline may have to offer assistance, such as:

• food and drinks
• communication
• overnight accommodation
• rebooking
• refunds
• compensation for the inconvenience

For complaints about a flight delay, cancellation or tarmac delay, you must provide the following documents and information:

• proof that you contacted the airline in writing about the issue
• airline ticket, booking confirmation, receipt or invoice
• airline booking number or reservation code
• booking details, including the complete flight itinerary

You may also need receipts for out-of-pocket expenses related to the delay or cancellation.

For more information, please visit Flight delays and cancellations.

Deadlines for filing baggage claims

To be eligible for compensation, refunds or reimbursement, you must file a claim with the airline:

• within 7 days of receiving your damaged baggage
• within 21 days of receiving your delayed baggage on international flights
• as soon as possible for delayed baggage on flights within Canada
• as soon as possible for baggage that is considered lost (not returned within 21 days)

The airline could deny your claim if you do not submit a claim within these time limits.

For a complaint about lost, delayed or damaged baggage

You must provide documents and information including:

• proof that you contacted the airline in writing about the issue or the baggage claim as filed with the airline
• airline ticket, booking confirmation, receipt or invoice
• airline booking number or reservation code
• booking details, including the complete flight itinerary
• a Property Irregularity Report (PIR) or Incident report

You may also need:

• a damaged property report, if provided
• a complete list of missing or damaged items, including the value per item
• receipts for any expenses that you have to pay to temporarily (or permanently) replace the items that were in your baggage

For more information, please visit Lost, damaged or delayed baggage.

Bumping (denied boarding) is when there are more passengers with valid tickets who have checked in and arrived at the boarding gate than seats on the plane. This situation can happen if the flight is oversold or if the plane changes to one with fewer seats.

Depending on the reason for bumping (denied boarding), the airline may have to offer assistance such as:

• food and drinks
• communication
• overnight accommodation
• rebooking
• refunds
• compensation for inconvenience

Before bumping a passenger, airlines must first ask for volunteers. If you are moved to a later flight, the airline must provide you with a written confirmation of the benefits that you accepted. Compensation is only given if the reason for bumping (denied boarding) was within the airline’s control.

For a complaint about bumping (denied boarding)

You must provide the following documents and information:

• Proof that you contacted the airline in writing about the issue
• Airline ticket, booking confirmation, receipt or invoice
• Airline booking number or reservation code
• Booking details, including the complete flight itinerary
• Written confirmation of what the airline offered you when bumped (denied boarding)

You may also need receipts for out-of-pocket expenses.

For more information, please visit Bumping (denied boarding).

This is the full or partial amount you paid for your ticket to your original form of payment. The amount for a partial refund will be calculated based on the original ticket as shown on your ticket, booking confirmation, receipt, or invoice.

For a complaint about a refund of a ticket, part of a ticket, or a replacement ticket

You must provide the following documents and information:

• Proof that you contacted the airline in writing about the issue
• Airline ticket, booking confirmation, receipt or invoice
• Airline booking number or reservation code
• Booking details, including the complete flight itinerary

Refunds for additional fees may include:

• baggage fees
• seating fees
• pre-booked seats
• change fees
• unaccompanied minor fees
• pre-paid meals

For a complaint about fees

You must provide the following documents and information:

• Proof that you contacted the airline in writing about the issue
• Airline ticket, booking confirmation, receipt or invoice
• Airline booking number or reservation code
• Booking details, including the complete flight itinerary

You may also need receipts for fees not included in your ticket receipt.

This includes receipts for reimbursing:

• food and drinks
• access to communication (Wi-Fi, phone or roaming charges)
• accommodation for overnight delays
• transportation to and from the accommodation

For baggage issues, this includes receipts for replacing or renting lost or damaged items, as well as baggage fees.

For a complaint about reimbursing for out-of-pocket expenses

You must provide the following documents and information:

• Proof that you contacted the airline in writing about the issue
• Airline ticket, booking confirmation, receipt or invoice
• Airline booking number or reservation code
• Booking details, including the complete flight itinerary

You may also need receipts for out-of-pocket expenses.

This category includes complaints about:

• seating of children near a parent or guardian
• unaccompanied minors
• refund of ticket(s) as a result of a cancelled reservation
• travel credits or vouchers
• charges or changes to my ticket or reservation
• issues with seating
• error(s) with my issued ticket
• airline fares
• loyalty programs operated by an airline

To submit a complaint

You must provide the following documents and information:

• Proof that you contacted the airline in writing about the issue
• Airline ticket, booking confirmation, receipt or invoice
• Airline booking number or reservation code
• Booking details, including the complete flight itinerary

You may also need: