The regulations distinguish between airlines by their passenger volume. A large airline means an airline that has transported a worldwide total of more than 2 million passengers during each of the two preceding calendar years. The rest are small airlines.
Disruptions within the airline’s control
Delay
In the case of a delay, the airline must:
- provide passengers with information on the reason for the disruption, possible compensation, and assistance;
- if a passenger is informed of the delay less than 12 hours before and has waited at the airport for 2 hours or more after the original departure time, provide them with the assistance;
- if a passenger is informed of a delay 14 days or less before the original departure time and the arrival delay is 3 hours or more, provide compensation for the inconvenience.
Cancellation
In the case of a cancellation, the airline must:
- provide passengers with information on the reason for the disruption, possible compensation, and assistance;
- if a passenger is informed of the cancellation less than 12 hours before and has waited at the airport for 2 hours or more after the original departure time, provide the assistance;
- provide alternate travel arrangements or a refund;
- if a passenger is informed 14 days or less before the original departure time of the arrival of their flight, provide compensation for the inconvenience.
Compensation for delay or cancellation
If a passenger is informed 14 days or less before the original departure time that the arrival of their flight will be delayed or cancelled, an airline must provide the following minimum compensation (amounts are given in Canadian dollars):
- in the case of a large airline:
- $400, if the arrival of the flight is delayed by 3 hours or more
- $700, if the arrival of the flight is delayed by 6 hours or more
- $1,000, if the arrival of the flight is delayed by 9 hours or more
- in the case of a small airline:
- $125, if the arrival of the flight is delayed by 3 hours or more
- $250, if the arrival of the flight is delayed by 6 hours or more
- $500, if the arrival of the flight is delayed by 9 hours or more
The request for compensation must be filed within 1 year of the delay or cancellation.
Denial of boarding
In the case of an involuntary denial of boarding, the airline must provide the affected passengers with:
- the assistance
- alternate travel arrangements or a refund
- the compensation for the inconvenience
Compensation for denial of boarding
The amount might be as follows, depending on the passenger’s arrival at the destination:
- $900, if the arrival is delayed by less than 6 hours
- $1,800, if the arrival is delayed by between 6 and 9 hours
- $2,400, if the arrival is delayed by more than 9 hours
Disruptions outside the airline’s control
When there is a delay or cancellation of the flight due to situations outside the airline’s control, it must:
- provide passengers with information on the reason for the disruption and assistance
- in the case of a delay of more than 3 hours, provide alternate travel arrangements to a passenger who desires them
- in the case of a cancellation, provide alternate travel arrangements
What are these situations?
Situations outside the airline’s control, include but are not limited to the following:
- war or political instability
- illegal acts or sabotage
- meteorological conditions or natural disasters
- instructions from air traffic control, an official enforcement agency
- a collision with wildlife
Assistance
If a passenger has waited 2 hours after the original departure time, the airline must provide the passenger with the following treatment free of charge:
- food and drink in reasonable quantities, taking into account the length of the wait, the time of day, and the location of the passenger
- access to a means of communication
If the passenger is required to wait overnight for their original flight or alternate flight the following is added:
- hotel or comparable accommodation
- transportation there and back to the airport
Check your compensation in case you have experienced a flight disruption: