AIR PASSENGER PROTECTIONS REGULATIONS
PASSENGER CONTACT, LANGUAGE PREFERENCE & SEATING OF CHILDREN UNDER 14

Passenger Contact and language of choice

In accordance with IATA Travel Agency Handbook Resolution 830d and the Canadian Transportation Agency Air Passenger Protection Regulations, all travel service providers are required to include passenger contact information, so that airlines can notify travellers of schedule change, flight disruption, reprotection, delayed baggage and other day of travel service updates and notices. 

Air Canada has a continued commitment to Canada’s Official Languages Act and is subject to
Air Canada’s Public Participation Act. Therefore, Air Canada requires all travel agents to enter their customers’ contact information and language of choice in industry standard SSR formats:

  • SSR CTCE/EN or FR for email
  • SSR CTCM/EN or FR for mobile
  • SSR CTCR/EN or FR when customer refuses to provide information

In absence of the passenger contact information and language preference, passengers’ experience may be disrupted with impartial information, and/or information in incorrect language.

Air Canada may issue debit memos for non-compliance of IATA’s Resolution 830d and the Air Passenger Protection regulations.

SEATING for CHILDREN UNDER the AGE of 14

To ensure children under the agent of 14 are seated near a parent or guardian, travel agents must include the child’s age in an OSI field.

Depending on the GDS, the child is identified by name position number, or by entering the child’s name as it appears in the name field.

For information and support, please consult: