Flight delays and cancellations
Airlines must try to minimize the impact that the delay or cancellation has on you and your travel. They must always ensure that you can complete your itinerary as soon as possible.
Airline issues are often complex. The reason for a delay or cancellation—and what you are entitled to—can sometimes only be confirmed after your travel is complete, after contacting the airline, or even after making a complaint to the Canadian Transportation Agency. What you are entitled to depends on many factors.
What to do when a delay or cancellation happens
Check your airline’s website, app or text alerts for any notifications
Pay attention to what the airline says caused the delay or cancellation:
- Within the airline’s control
- Within the airline’s control but required for safety
- Outside the airline’s control
Find out what you’re entitled to by asking an airline representative or checking notifications. This could include:
Assistance: Food, drinks and accommodations
Rebooking or a refund
Compensation for your inconvenience
Ask if the airline is classified as large or small, as this affects what you may be entitled to. Airline size is based on the number of passengers an airline carries worldwide over a 2-year period.
Large Canadian airlines:
- Air Canada (including Jazz and Rouge)
- WestJet
- Sunwing Airlines
- Air Transat
- Flair Airlines
- Porter Airlines
All other Canadian airlines are small
Keep copies of important documents, like:
- airline notifications
- your ticket, booking confirmation, or invoice
- booking number or reservation code
- flight itinerary
- boarding pass
Save all receipts for expenses during the delay or cancellation (meals, hotel, taxis), as you may be eligible for reimbursement.
Keep track of how much time has passed since your original departure time.
Airline levels of control
Within the airline’s control
Includes scheduled maintenance, choice of aircraft and staffing schedules.
You may be entitled to:
- assistance
- rebooking
- refunds
- compensation
Within the airline’s control but required for safety
Includes unplanned events that the airline can control but may pose a safety risk.
You may be entitled to:
- assistance
- rebooking
- refunds
Outside the airline’s control
Includes extreme weather, emergencies, security, labour or airport issues, government-issued travel bans and more.
You may be entitled to:
- rebooking
- refunds
Communication
The airline must give you information about:
- the reason for the flight issue
- assistance (food, drinks, communication, accommodation)
- compensation
- the recourse available, including your options with the Canadian Transportation Agency.
New information has to be communicated as soon as possible. Flight delay status must be updated every 30 minutes until a new departure time has been confirmed or you are rebooked.
Assistance
Assistance applies to delays and cancellations:
- within the airline’s control
- within the airline’s control but required for safety
The airline must provide assistance if:
- you were informed of the delay or cancellation less than 12 hours before the departure time on your original ticket, and
- you have waited at the airport for 2 hours or more after the departure time on your original ticket
Assistance includes:
- food and drinks in reasonable quantities
- access to means of communication, like Wi-Fi or a telephone, and
- hotel or other accommodation, and transportation to/from the hotel or other accommodation, if the delay or cancellation requires you to wait overnight
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
Rebooking and refunds apply to delays and cancellations:
- within the airline’s control
- within the airline’s control but required for safety
- outside the airline’s control
The airline must always ensure that you can complete your itinerary as soon as possible. What you are entitled to for rebooking and refunds depends on the size of the airline.
You can make a claim in writing to the airline for refunds you were entitled to or expenses related to the delay or cancellation.
Keep proof of your contact or claim with the airline.
Compensation for inconvenience
Compensation only applies to delays and cancellations:
- within the airline’s control
Compensation depends on:
- the size of the airline
- how late you arrived at your final destination airport
- whether you choose a rebooking or a refund
You can make a claim in writing to the airline for compensation if:
- the reason for the delay was within the airline’s control
- you were informed of the delay or cancellation 14 days or less before your original departure time
- you arrived late at your final destination by 3 hours or more
- it is within 1 year of the delay
If you are not satisfied with the airline’s response to your claim or request for compensation, or have not received a response within 30 days, you can make a complaint with the Canadian Transportation Agency.
Tarmac delays
A tarmac delay occurs when an aircraft is delayed after the doors of the aircraft are closed for take-off during a departure or after the flight has landed during arrival.
Passengers have specific rights in a tarmac delay situation. Airlines must provide them with certain amenities while they wait on board the aircraft.
When you experience a tarmac delay, airlines must ensure you are given, free of charge, the following:
- access to working washrooms
- proper ventilation and heating or cooling
- food and drink in reasonable quantities
- ways to communicate with people outside the aircraft, where feasible
After a three-hour tarmac delay at a Canadian airport:
- The aircraft must return to the gate so that you can disembark, unless this is not possible, for safety, security, air traffic control or customs reasons
- An aircraft can stay on the tarmac for up to 45 extra minutes if:
- it is likely that it will take off within that period
- the airline is able to continue providing the items listed above
- If a tarmac delay occurs after landing at a Canadian airport, an airline must provide you with an opportunity to disembark as soon as feasible.
Resource Guides
Tarmac Delay Standards of Treatment and Disembarkation: A Guide
Explains passenger rights and airline obligations during a tarmac delay. These apply to flights to, from and within Canada, including connecting flights. This guide also provides tips for managing common tarmac delay situations.
Types and Categories of Flight Disruption: A Guide
Explains the three categories of flight disruption included in the Air Passenger Protection Regulations: situations within the airline’s control; situations within the airline’s control but required for safety; and situations outside the airline’s control.
Reference: Airline obligations for tarmac delays are set out in the Air Passenger Protection Regulations.