Bumping (denied boarding)

Before bumping a passenger, airlines must first ask for volunteers.

If you have agreed to move to a later flight, the airline must provide you with a written confirmation of the benefits that you accepted.

If they are unable to find a volunteer, the airline must:

• follow a priority boarding list if a passenger must be bumped involuntarily:
  • the last people to be considered for bumping should be persons with disabilities, families travelling together, and unaccompanied minors
• not remove passengers already on board, except for safety, security, or health reasons

Airline levels of control

Communication

If an airline refuses to let you board your flight, they must tell you why. They also need to explain whether you're entitled to compensation, how much you could receive based on your delay, and what assistance—like food, drinks, or other support—they must provide. Airlines must also inform you about your rights and how to file a complaint, including with the Canadian Transportation Agency (CTA).

This information must be shared with you verbally. If you ask, the airline must also provide it in writing. They must send the details through the communication method you chose, such as email or SMS. If you haven't chosen a preference, they'll use their usual way of contacting passengers.

All communication must be accessible to people with disabilities.

Assistance

If you are bumped (denied boarding) for reasons within the airline's control (including those for safety purposes), the airline must provide the following assistance (standards of treatment) before your new flight:

• food and drink in reasonable quantities
• access to means of communication (e.g., free Wi-Fi)

If you are expected to wait overnight for your new flight, the airline must:

• offer hotel or comparable accommodation free of charge
• provide free transportation to and from the accommodation

Contact the airline staff if you meet the criteria for assistance. Remember to keep all receipts in case any expenses may be covered in a claim with the airline or a complaint with the Canadian Transportation Agency.

Rebooking and refunds

The airline must always ensure that you can complete your itinerary as soon as possible.

What the airline must offer depends on:

• the size of the airline
• the level of control the airline has over the bumping (denied boarding)

Rebooking and refunds for bumping (denied boarding)

Compensation

Compensation for inconvenience is a fixed amount. It is based on the length of the delay arriving at your final destination. The amounts are set out in the Air Passenger Protection Regulations (APPR).

The CTA does not have the authority under the APPR to award compensation for issues of:

• pain and suffering
• stress
• loss of enjoyment
• loss of income

Airlines must provide compensation for the inconvenience of bumping (denied boarding) if the disruption is within the control of the airline and not related to safety.

Compensation amounts for bumping (denied boarding)

References

• Denied Boarding: A Guide

Refusal to transport

Passenger responsibilities and requirements

As a passenger, you must:

• meet the domestic and foreign travel requirements — you must have appropriate and valid travel documents to travel within Canada, enter a foreign country or return to Canada
• provide proof that you meet any health, medical or vaccine requirements — additional passenger health screening may be required upon arrival in Canada or at destination

For more information, consult Travel.gc.ca or the Canada Border Services Agency.

As a passenger, you must not:

• behave in a way that interferes with the flight or puts the safety of passengers and crew at risk
• miss the airline's deadlines to:
  • check-in
  • register and drop off your baggage (including oversized baggage)
  • pass through the security screening checkpoints
  • arrive at the boarding gate

Failure to comply may result in the airline not allowing you to travel, even if you hold a valid ticket.

For more information, check your travel documentation, the airline website or the airline’s tariff (the legal document that contains the terms, conditions and other rules that apply to your airline ticket).

For more information, please visit our page how to make sure you board your flight.

Refusal to transport policies

Airlines must clearly state their policies about when they may refuse to transport passengers on a flight. The airline’s obligations towards you, should you be refused transportation, are set out in its tariff. There are no requirements in the Air Passenger Protection Regulations that apply when an airline refuses to transport you on a flight. Consult your airline’s tariff (the legal document that contains the terms, conditions and other rules that apply to your airline ticket) to learn more about their policies on refusal to transport.