Airline communication responsibilities
Airlines must keep you informed before and during your trip. Here’s what you need to know.
Your rights before travelling
Airlines must clearly explain their policies on:
- flight delays and cancellations
- denied boarding
- lost or damaged baggage
- seating arrangements for children
They must also:
- inform you of your rights and any available solutions
- provide clear reasons for flight disruptions—without confusing jargon
- give regular updates during delays
- ensure communication is accessible for passengers with disabilities
Using an airline’s app and website
Airlines encourage travellers to use their mobile apps and websites for real-time updates on:
- check-in times
- departure changes
- gate changes
- wait times
- other flight and travel details
To get the most from these tools:
- sign up before your trip
- keep your phone on, charged, and have a charger
- ensure you can access airport Wi-Fi or have mobile data
Backup plan: print your travel documents
Technology isn’t always reliable. Keep physical copies of important travel documents, including your itinerary and tickets, just in case.
Related links
Communicating Key Information to Passengers: A Guide explains passenger rights and airline obligations to communicate key information with passengers. These apply to flights to, from and within Canada, including connecting flights.
Airline obligations in this area are set out in the Air Passenger Protection Regulations.