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In what cases am I entitled to compensation for a cancelled flight?
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The clipped wings of a project, a joyful anticipation or an urgent necessity… Cancelling a flight can sometimes feel like a door slamming slammed slamming in front of you. In Canada, this situation is not uncommon in the face of the vagaries of the weather, technical hazards or the organizational jolts of airlines. But what do you do when the departure board suddenly shows the word no one wants to see: “Cancelled”? Fortunately, passengers have rights and, in certain circumstances, can claim compensation.
Cancelling a flight is often synonymous with frustration and disorganization. However, it is crucial to know your rights to navigate these troubled waters as well as possible. Canadian regulations strictly regulate the conditions under which compensation is due; They are there to ensure that travellers are not left behind.
In this article, we will explore together the different situations that give rise to the right to compensation in the event of a cancelled flight in Canada. We’ll also cover how to claim what you’re potentially owed… Because being informed means already having one foot on the track of returning to your initial plans.
Regulatory framework
Canada has a specific regulatory framework in place for air passenger rights. The “Passenger Bill of Rights”, which has been in force gradually since July 2019, clearly stipulates when and how compensation must be paid in the event of flight cancellation. It is essential to note that these rules apply to domestic flights as well as international flights departing from or arriving in Canada with a Canadian airline.
According to this charter, the grounds that can give rise to compensation are quite limited and exclude in particular circumstances known as “beyond the control” of the airline (extreme weather conditions; medical emergency; air traffic control instructions, etc.). On the other hand, if the cancellation is the result of a reason within the company’s control that is not necessary for safety reasons – think poorly planned preventive maintenance or schedule change – then yes: you may be eligible for compensation.
It is also important to note that the amount and form of compensation (refund, re-routing, etc.) can vary depending on several factors: the advance notice with which the cancellation has been communicated and the length of the delay in your arrival at your destination are two key elements to take into account. So make sure to keep all communications and documents related to your cancelled flight.
Circumstances eligible for compensation
The first step in finding out if you’re entitled to compensation is to determine if the cancellation falls within the eligible circumstances. If your flight is cancelled for a reason that is within the normal operational control of an airline – let’s say a preventable mechanical problem or crew shortages – then you may be entitled to compensation.
The Regulations (APPR) specify that if you are notified less than 14 days before your departure that your flight is cancelled and that it will cause a delay of more than three hours compared to your original arrival time, you may be entitled to financial compensation, the amount of which will vary according to the length of the delay. In addition, if the cancellation occurs while you are already at the airport, the company must take certain immediate measures: offer drinks and food in reasonable quantities; to allow free access to the means of communication; provide accommodation if you have to wait until the next day…
In addition, it is worth mentioning that each airline can also propose its own offsetting policy that can go beyond the minimum requirements imposed by Canadian law. It is therefore wise (and often paid) to check directly with the carrier concerned.
Procedure for claiming compensation
Once you have established that you are entitled to compensation, you must take action! The procedure begins by directly contacting the airline you were due to travel with. Ideally, do this as soon as possible after the cancellation is announced; The APPR provide that a request must be made to the carrier before the anniversary date of the problematic flight.
Most airlines have a dedicated complaint form on their website where you will have to provide all the relevant details: information about the cancelled flight (date, number), your full contact details and of course the reason given for claiming compensation. Also, don’t forget any supporting documents such as booking confirmation or correspondence with the company.
If you ever receive no satisfaction after contacting the airline or if the airline does not respond within a reasonable time (the APPR suggests 30 days), be aware that there are additional recourses: a complaint to the Canadian Transportation Agency (if applicable) or even legal action depending on the context. Always keep in mind that you must persist and remain methodical in your efforts.
Special cases
There are always exceptions that prove the rule… Some specific cases deserve attention because they fall outside the general framework established by the APPR. For example, if your flight was part of a holiday package purchased from a Canadian tour operator, it is often the latter who will be responsible to the customer in the event of cancellation.
Similarly (and this may seem counterintuitive), but if your flight is cancelled due to an unexpected strike by flight or ground staff – despite being outside the direct control of the carrier – could also give rise to compensation according to some recent legal interpretations.
Finally, don’t forget that some types of travel insurance also include coverage against unexpected cancellations; So, check your policies before taking any steps as they can offer a quick refund without the need to go through the longer process with the airline.
Table of cancellations
Situation | Possible compensation | Indicative amount (CAD) | Conditions / Important Notes |
Cancellation > 14 days before departure | No right to set-off | $0 | Rerouting or refund of the ticket only. |
Cancellation < 14 days before departure (major companies) | Monetary compensation + rerouting or refund | Up to $1,000 | Amount depending on late arrival: 3-6 hours = $400; 6-9 hrs = $700; > 9 hours = $1,000. |
Cancellation < 14 days before departure (small companies) | Monetary compensation + rerouting or refund | Reduced amount (often $≤500) | Amount depending on late arrival: 3-6 hours = $125; 6-9 a.m. = $250; > 9 hours = $500. |
Cancellation at the airport | Services + Clearing | According to scale + free services | Drinks, meals, communication access, accommodation if overnight stay, hotel-airport transport. |
Cancellation due to causes beyond control (weather, medical emergency, ATC) | No right to monetary compensation | $0 | But the company must offer rerouting or full refund. |
Cancellation due to controlled causes but for safety | No monetary compensation | $0 | Justified safety measures exempt the company, but free services are mandatory. |
Theft in a vacation package | Compensation or coverage by the tour operator | According to contract | Tour operator often responsible for managing refunds and re-routing. |
Special cases (internal strike, lack of crew, avoidable technical problems) | Monetary Compensation + Services | Up to $1,000 | Often considered to be “under the control” of the company, and therefore compensable. |
Claim procedure | Request to the company + response time | Response within 30 days | Online or written form, with supporting documents (ticket, communications, receipts). |
Recourse if refusal | Transportation Board of Canada + Legal Remedies | — | Formal complaint or possible prosecution if non-compliance with obligations. |
Tips | Documentation + vigilance on offers + compliance with complaint deadlines | — | Keep all documents; Do not accept a good trip too quickly if refund possible. |
Tips
To conclude this informative article on your rights in the face of cancelled flights in Canada, here are some practical tips… First: keep calm! A calm and organized approach will increase your chances of being heard effectively by customer service. Next: document everything! Keep digital or physical copies of all your flight-related documents (e-tickets, emails, receipts, etc.). When you find yourself faced with a cancelled flight in Canada… Patience and persistence are your best allies! So arm yourself with the ad hoc information contained in this article in order to effectively face this administrative turbulence and recover what is rightfully yours!
Useful information
Since July 2019, Canada has applied clear regulations via the "Passenger Bill of Rights" which governs compensation in the event of flight cancellation. This charter applies to both domestic and international flights operated by Canadian airlines.
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