Overview
The Canadian Transportation Agency has defined rules under the Air Passenger Protection Regulations that determine when you are eligible for compensation due to a flight delay that causes a late arrival at your final destination.
The final determination of the arrival delay reason by our team can take 72 hours after you reach your final destination, and is not necessarily the same as a departure delay. Due to other events/factors that may have impacted your journey, the reason for the delay can change between the departure and the arrival, and may be different from what you were advised of previously.
Communicating with you
When there is a departure delay of more than 15 minutes on an Air Canada, Air Canada Rouge or Air Canada Express flight, we will keep you informed by email or text if you have provided your contact information at the time of booking or check-in. You can also check your flight status online or via the Air Canada app at any time.
Determining compensation eligibility
Compensation eligibility is based in part on the arrival delay reason, which may not necessarily be the same as the departure delay reason. The final confirmation of the arrival delay may take 72 hours, as we have to investigate and confirm all of the facts that contributed to the flight disruption. Once the final arrival delay reason is confirmed, it will be loaded into our Compensation Eligibility Tool, which takes into account all of the eligibility factors that determine compensation eligibility. Find out more information about compensation eligibility.
You can check for compensation eligibility by filling out the Compensation Eligibility Tool 72 hours after your flight has arrived at its final destination. All you have to do is enter your booking reference number, your first and last name, and the date of your flight with the disruption.
Why delay reasons may change
There may be other events/factors that impact your journey that may not be immediately obvious at the time the departure delay is communicated. What may initially appear to be a catering issue (within our control) may actually be the result of runway construction which impeded the catering vehicles (outside of our control). As such, the reasons for the delay may change between the departure and the arrival. Our team investigates every delay to determine the root cause of your arrival delay. Each investigation to determine the final arrival delay can take 72 hours after you reach your final destination, whether you have a direct flight or multiple connections.
Example of a delay reason change
Flight AC123 is delayed by 1 hour and 15 minutes at departure due to planned maintenance work that is taking longer than expected. Then after departure, the inflight journey is further delayed by an additional 2 hours and 30 minutes due to bad weather near the arrival airport. Once the flight arrives at its destination, the final overall arrival delay of 3 hours and 45 minutes (1h 15min + 2h 30min) would be attributed to the weather, rather than the maintenance issue, hence requiring a change to the final delay reason for late arrival.
Additional Recourse
If you feel that we have not resolved your issue to your satisfaction, you may also contact the Canadian Transportation Agency (CTA) by visiting their website at otc-cta.gc.ca or by calling 1-888-222-2592.
Compensation eligibility
Below are key eligibility factors to help determine if your arrival delay is eligible for compensation.
Key eligibility factors:
- The final assessment for your arrival delay at final destination must be within Air Canada’s control and not related to safety. Learn more.
- The arrival delay at your final destination is three hours or more from your scheduled time of arrival. Learn more.
- The final arrival delay reason on an itinerary with multiple flights is determined by the most significant contributing factor. Learn more.
The final assessment for your arrival delay must be within Air Canada’s control and not related to safety
The final assessment of the reasons for a flight disruption is determined after the flight has arrived at the final destination, and is not necessarily the same as a departure delay. Since the reason for the delay may evolve as our team evaluates new data and information, the arrival delay reason may be different from what you were advised previously. Determining the root cause can take 72 hours after you reach your final destination.
Once a root cause is determined after arrival, each delay is given an associated reason. When you file a compensation request, an assessment is then made of the root cause of your delay at arrival at final destination, taking into account your entire itinerary, and a determination is made of whether your arrival delay was controllable or required for safety. As per the Air Passenger Protection Regulations, Air Canada must provide compensation for arrival delays that are within our control and not due to safety.
- Arrival delays within Air Canada’s control, which could include additional time needed for catering, or a crew scheduling error. These delays are eligible for compensation (subject to other factors also outlined on this page).
- Arrival delays within Air Canada’s control but required for safety purposes, which could include an unforeseen maintenance issue with the aircraft that affects the safe operation of the flight. These delays are not eligible for compensation.
- Arrival delays outside of Air Canada’s control, which could include meteorological conditions, an illness of a crew member or passenger, or restrictions imposed by the airport or air traffic control. These delays are not eligible for compensation.
Example: You are scheduled to depart from Vancouver at 8:00 AM for a flight arriving in Quebec City at 6:00 PM, with a stopover in Toronto. Unfortunately, once you reach Toronto at 3:30 PM, your connecting flight at 4:30 PM to Quebec City is delayed by five hours due to weather which is outside Air Canada’s control. Your rescheduled flight leaves Toronto at 9:30 PM, arriving in Quebec City at 11:00 PM, five hours after your scheduled time of arrival.
Compensation eligibility: In this example, you would not be eligible for compensation. Although you reached your final destination (Quebec) five hours after your scheduled arrival time (11:00 PM vs 6:00 PM), the reason associated with your delay (weather) was not within Air Canada’s control.
Note that the assessment and final determination of the root cause and compensation eligibility may take 72 hours after you reach Quebec City.
The arrival delay at your final destination is three hours or more from your scheduled time of arrival
You are only eligible for compensation if you arrive at your final destination three hours or more after your scheduled time of arrival (six hours between March 13 and June 30, 2020), and the reason for the delay was within Air Canada’s control.
Example: You are scheduled to depart Toronto at 6:00 PM for a direct flight arriving in Montreal (final destination) at 7:00 PM. Unfortunately, your flight is delayed and you end up arriving at 9:35 PM.
Compensation eligibility: In this example, you would not be eligible for compensation as the delay was two hours and 35 minutes, irrespective of the reason for the delay.
The final arrival delay reason on an itinerary with multiple flights is determined by the most significant contributing factor
Unfortunately, there can be scenarios in which multiple flights on an itinerary can be delayed, with differing reasons. Whenever there are multiple delays, the eligibility for compensation is based on the disruption with the most significant contributing factor.
Example: : You are scheduled to depart Montreal at 7:00 AM for a flight arriving in Vancouver at 2:30 PM, with a stopover in Calgary. Unfortunately, your flight is delayed by one hour due to a catering issue (within Air Canada’s control), causing you to miss your connecting flight, which was scheduled for 1:00 PM. Once you reach Calgary, your rescheduled flight departing at 3:00 PM is also delayed by three hours due to weather in Calgary (outside Air Canada’s control). Your rescheduled flight departs Calgary at 6:00 PM, arriving in Vancouver at 7:30 PM, five hours after your scheduled time of arrival.
Compensation eligibility: In this example, you would be eligible for compensation, as it would be determined that although the delay associated with your second flight was longer (three hours), the most significant contributing factor was the delay associated with your first flight due to a catering issue. The initial delay of one hour in Montreal, caused you to miss your connecting flight in Calgary. Since the delay in Montreal was within Air Canada’s control, and not related to safety, you would be eligible for compensation, as you arrived five hours after your scheduled arrival time (2:30 PM vs 7:30 PM).
Note that the assessment and final determination of the root cause and compensation eligibility may take 72 hours after you reach Vancouver.
Additional conditions that need to be met to qualify for compensation
We notified you of the disruption within 14 days in advance of your flight
If you received a notification of your flight disruption more than two weeks before your flight, you are not eligible for compensation.
Your flight disruption was less than one year ago
If you experienced a flight disruption, you have exactly one year from the date of your flight to submit a request for compensation.
You have not been paid denied boarding compensation
You can only apply for compensation once for a flight disruption. For example, you are denied boarding and rebooked on the next available flight, which results in a delay of more than three hours. The compensation you receive for the denied boarding would not make you eligible for compensation for the arrival delay.
You have not been paid under another passenger compensation regime outside of Canada for the same event
If you have already received compensation for a flight disruption under another passenger rights regime, you cannot apply again for the same event. For example, if you receive compensation under Europe’s EC Regulation No. 261/2004, you are not eligible for compensation under the Canadian Air Passenger Protection Regulations (APPR).
For more information about your passenger rights under government regulations such as the Canadian Air Passenger Protection Regulations (APPR) and Europe’s EC Regulation No. 261/2004, please visit aircanada.com/passengerrights.
Frequently asked questions
Why is there a change in the reason for my arrival delay?
The assessment of the reason for a delay may change between your departure and your arrival at final destination. The reason for your arrival delay depends on the various events/factors that have impacted your journey. Our team investigates every arrival delay to determine its root cause, and that may not necessarily be the same as a departure delay previously communicated to you.
No matter if you have a direct flight or multiple connections, the final assessment can take 72 hours after you reach your final destination. While we don’t communicate the final arrival delay reason after a flight disruption, you can contact us after the specified time to confirm the determination of the root cause, and whether or not you are eligible for compensation.
What is the compensation amount for arrival delays?
The following compensation amounts apply:
| Length of arrival delay | Amount (CAD) |
|---|---|
| 3 - 6 hours | $400 |
| 6 - 9 hours | $700 |
| 9+ hours | $1,000 |
How can I check if I am eligible for compensation?
You are eligible for compensation if you arrived late at the final destination by more than three hours, and a final assessment determines that the most significant contributing factor was within our control and not related to safety, and if we notified you of the disruption 14 days or less in advance.
To make things easier, we have created a helpful Compensation Eligibility Tool to determine compensation eligibility. All you have to do is enter your booking reference number, your first and last name, and the date of your flight. You can access the tool 72 hours after your arrival at your final destination to find out whether or not you may be eligible for compensation. Note that due to other events/factors that may have impacted your journey, the reason for your arrival delay can evolve between your departure and your arrival and may be different from the reasons for a departure delay you were notified of previously.
Find out your compensation eligibility status.
If the Compensation Eligibility Tool states that you may be eligible for compensation, you can submit your claim for consideration.
Meals and accommodation
Who is eligible during a flight disruption?
When a flight is disrupted due to reasons within our control, including those reasons required for safety purposes, you are eligible for meals if you meet the following criteria, and providing this does not further delay your travel plans:
- You are informed less than 12 hours before the departure time
- You have waited two hours after the departure time on your ticket
What am I eligible for during a flight disruption?
- Food and drink in reasonable quantities
- Electronic means of communication (e.g., free Wi-Fi)
- If you are required to stay overnight due to alternative flight arrangements, a hotel or comparable accommodation will be provided, subject to availability, and within a reasonable distance from the airport, along with transportation to the hotel or to the comparable accommodation, and back to the airport.
How can I access these amenities during a flight disruption within Air Canada’s control?
To receive your meal, transportation, or hotel vouchers, please speak with one of our agents at the gate or customer service desk.
Good news! At select airports, we’re testing a new system to help make flight disruptions a little easier. If you’re eligible*, our new automated process means meal, transportation, and/or hotel vouchers are sent directly to you via email or SMS.
How does it work? For meal vouchers, you’ll get an email or SMS from Air Canada with your vouchers and instructions on where and how to use them. These vouchers are valid for 72 hours from when you receive them. Just remember, you need to use meal vouchers at the airport where your flight disruption occurred. For hotel vouchers, simply click the link in your email or SMS and follow the steps to book your stay. Transportation vouchers are sent the same way only if there is no shuttle service listed for your selected hotel.
Important: during this trial phase, some passengers may still need to see an agent to receive their meal, transportation or hotel vouchers.
*This trial applies exclusively to customers experiencing a flight delay or cancellation at specific airports.
How to rebook your flight
Overview
When your flight is disrupted by three hours or more, we will try to rebook you and will advise you if you have provided your contact information. If you are already at the airport and have additional questions, you can also speak with an Air Canada representative at the gate or customer service desk.
We will attempt to rebook you on the next available Air Canada, Air Canada Rouge, or Air Canada Express flight, or with one of our partner airlines first, or with an alternate airline, as specified under the Air Passenger Protection Regulations.
It is important to let us know if you are not satisfied with your alternate travel arrangements, so that we may look for an alternate solution. You can:
- Contact us anytime
- Speak with an Air Canada representative at the gate or at the customer service desk if you are already at the airport.
Do you prefer to no longer travel?
If none of the rebooking options provided to you accommodate your needs, and your flight is disrupted by three hours or more, or cancelled, you can request a refund the unused portion of your ticket. If your travel no longer serves a purpose as a result of the delay or cancellation, we can also return you to your point of origin and you can request a refund for the used portion.
If the flight disruption is within our control, you will be eligible to receive $400 in compensation under the Air Passenger Protection Regulations.
Find out more about Air Canada’s Refund and Cancellation Policy.
Would you like to make a change yourself?
If you booked directly with Air Canada (including aircanada.com, the Air Canada Mobile App, and our Contact Centres), Air Canada for Business, Aeroplan or Kayak, Google Flights, and Skyscanner, you can change or cancel your booking by visiting My Bookings.
You may also modify your reservation if you received a self-serve rebooking link from us via email.
If you booked with a travel agent or any online travel agency (for example, Expedia or Priceline), kindly contact them directly for changes or cancellations. Each partner has a unique booking system that we are unable to access in order to adjust your booking.
If you booked with Air Canada Vacations, please visit their website for available contact options.