Airline control of delays, cancellations and bumping (denied boarding)

What the airline owes you depends on how much control they have over the reason for delays, cancellations, or bumping (denied boarding).

Flight disruptions can be complicated. Sometimes, the exact reason for a delay or cancellation isn’t clear right away. You might only get a full answer after your trip is finished, after reaching out to the airline, or after filing a complaint with the Canadian Transportation Agency.

Levels of control

You have rights under the Air Passenger Protection Regulations that determine what the airline owes you.

Note: If your airline informs you about a flight cancellation or schedule change more than 14 days before your departure date, your rights are based on the airline’s tariff. This is the official document that explains the terms, conditions, and rules for your ticket. You can check the airline’s tariff to understand what options are available to you.

The airline must always work to get you to your destination as soon as possible.

No matter the situation, you always have the right to clear and timely communication from the airline.

Situations within the airline’s control

These are decisions made during regular operations, such as:

planned aircraft maintenance
aircraft choice
staffing schedules

What the airline may need to provide:

assistance (food, drinks, communication, accommodation)
rebooking (options vary based on airline size)
refunds
compensation (amounts depend on airline size)

Situations within the airline’s control but required for safety

These are unplanned events that the airline can control but may pose a safety risk.

Flight issues can be complicated, and the exact cause might only be confirmed after your trip is over.

What the airline may need to provide:

assistance (food, drinks, communication, accommodation)
rebooking (options vary based on airline size)
refunds

Situations outside the airline’s control

Sometimes, flight disruptions happen due to events the airline cannot control, such as:

severe weather or natural disasters
air traffic control instructions
airport operation issues
medical emergency
security threat
collision with wildlife
war or political instability
illegal acts or sabotage
NOTAM — Notice to Airmen, as defined in the Canadian Aviation Regulations
labour disputes affecting airlines or essential services
aircraft defects identified by manufacturers or safety authorities
request from a police, security or customs official

Flight issues are often complex and the reason can sometimes only be confirmed after your travel is complete

Note: If a flight is cancelled because of a government-issued travel ban, airlines must follow the requirements that are the most beneficial to the passenger, either the Air Passenger Protection Regulations, which require rebooking or refunds, or the terms and conditions of your ticket in the airlines’ tariff, which may require other entitlements.

What the airline may need to provide:

rebooking (options vary based on airline size)
refunds

Airlines do not have to provide compensation for cancellations caused by events outside their control. However, they must always communicate clearly and provide timely updates.