Answer ... (a) Flight delays or cancellations?
In case of flight delay or cancellation, passengers are entitled to receive an alternative travel arrangement. The delay in which this alternative travel solution should be provided depends on whether the situation is within or outside the carrier’s control.
Moreover, when the delay or cancellation is due to a situation within the carrier’s control, whether or not it is required for a safety reason, passengers are entitled to:
- food and drink in reasonable quantities, access to a means of communication and accommodation (if required to stay overnight), as well as transportation to and from said accommodation; and
- a refund of their ticket (or portion thereof) when no alternative travel arrangements that meet the passengers’ needs can be provided.
In situations within the carrier’s control that are not required for safety reason, passengers are entitled to compensation of between C$125 and C$1,000.
(b) Overbooking?
In case of overbooking (or in other situations of denied boarding within the carrier’s control that were not required for safety purposes), passengers are entitled to:
- food and drink in reasonable quantities, access to means of communication and accommodation (if required to stay overnight), as well as transportation to and from said accommodation;
- alternative travel arrangements or a refund of their ticket (or portion thereof) when no alternative travel arrangements that meet the passengers’ needs can be provided; and
- compensation of between C$900 and C$2,400, depending on the delays at arrival.
(c) Denied boarding for other reasons?
In case of denied boarding outside of the carrier’s control, passengers are entitled to receive alternative travel arrangements.
When the denied boarding is due to a situation within the carrier’s control, but required for safety reason, passengers are also entitled to:
- food and drink in reasonable quantities, access to means of communication and accommodation (if required to stay overnight), as well as transportation to and from said accommodation; and
- a refund of their ticket (or portion thereof) when no alternative travel arrangements that meet the passengers’ needs can be provided.
(d) Baggage delay, damage or loss?
For international travel, in case of baggage that is delayed, damaged or lost, passengers are entitled to the indemnities that can be claimed pursuant to the Warsaw Convention or the Montreal Convention, as applicable.
For domestic travel, the Air Passenger Protection Regulations (APPR) provide that passengers are entitled to the amount that would have been payable had the Montreal Convention applied.
In all cases (international or domestic), passengers are also entitled to reimbursement of the baggage fees relating to delayed, damaged or lost baggage.
(e) Disabled access?
The Accessible Transportation for Persons with Disabilities Regulations (ATPDR), which are set to enter into force progressively beginning in June 2020, define the services that carriers are required to provide to passengers with disabilities.
For international travel, these services should be provided free of charge, except for services requiring the provision of an additional seat for the transport of the disabled person himself or herself and his or her support person or a service dog.
For domestic travel provided by large carriers, the ATPDR imposes a ‘one person, one fare’ rule, pursuant to which even an additional seat must be provided free of charge.
The ATPDR also provides certain technical requirements applicable to the aircraft and equipment used by large Canadian carriers to operate domestic and international flights.