Flight Rights Canada

Your flight didn’t leave on time?

Your flight was cancelled and you weren’t told?

Downgraded?

Don’t understand the “small print” on your ticket?

Did your luggage miss your flight?

Don't be a victim. Know your rights.

Canadian air carriers must clearly display their terms and conditions at their business offices and post them on their websites.

Your airline ticket is a contract. When an airline does not provide the services you paid for, the law requires it to keep you informed, treat you fairly and offer a solution or a refund.

If you feel that your rights have not been met, contact your airline. If you are not happy with its response, contact the Canadian Transportation Agency.

Flight Rights Canada statement of principles

Code of conduct of Canada's airlines

Under Flight Rights Canada, a six-point code of conduct was created for Canada’s airlines. Major Canadian air carriers have since voluntarily adopted the following in their terms and conditions of carriage:

1)    Passengers have a right to information on flight times and schedule changes. Airlines must make reasonable efforts to inform passengers of delays and schedule changes and to the extent possible, the reason for the delay or change.

2)    Passengers have a right to take the flight they paid for. If the plane is over-booked or cancelled, the airline must:

a) find the passenger a seat on another flight operated by that airline;

b) buy the passenger a seat on another carrier with whom it has a mutual interline traffic agreement; or

c) refund the unused portion of the passenger's ticket.

3) Passengers have a right to punctuality.

a) If a flight is delayed and the delay between the scheduled departure of the flight and the actual departure of the flight exceeds 4 hours, the airline will provide the passenger with a meal voucher.

b) If a flight is delayed by more than 8 hours and the delay involves an overnight stay, the airline will pay for an overnight hotel stay and airport transfers for passengers who did not start their travel at that airport.

c) If the passenger is already on the aircraft when a delay occurs, the airline will offer drinks and snacks if it is safe, practical and timely to do so. If the delay exceeds 90 minutes and circumstances permit, the airline will offer passengers the option of disembarking from the aircraft until it is time to depart.

4)    Passengers have a right to retrieve their luggage quickly. If the luggage does not arrive on the same flight as the passenger, the airline will take steps to deliver the luggage to the passenger's residence/hotel as soon as possible. The airline will take steps to inform the passenger on the status of the luggage and will provide the passenger with an over-night kit as required. Compensation will be provided as per their tariffs.

5) Nothing in Flight Rights Canada would make the airline responsible for acts of nature or the acts of third parties. Airlines are legally obligated to maintain the highest standards of aviation safety and cannot be encouraged to fly when it is not safe to do so. Similarly, airlines cannot be held responsible for inclement weather or the actions of third parties such as acts of government or air traffic control, airport authorities, security agencies, law enforcement or Customs and Immigration officials.

6) Flight Rights Canada does not exclude additional rights you may have under the tariffs filed by your airline with the Canadian Transportation Agency, or legal rights that international and trans-border passengers have pursuant to international conventions (e.g., the Warsaw Convention) and related treaties.

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