It’s never our intention to inconvenience you. However, due to various factors such as operational requirements or commercial overbooking, we sometimes cannot accommodate you even though you have a confirmed reservation. For example, there may be a flight where we need to substitute a larger aircraft with a smaller one due to a maintenance issue, resulting in a lower number of total seats.
In these limited cases, we first ask for volunteers, offering compensation to those who voluntarily choose to fly at a later time or date. If there are not enough volunteers, our reservations system selects the needed number of passengers for denied boarding based on boarding priorities. This section explains your rights as a customer, under the Air Passenger Protection Regulations, and what you are entitled to if you are denied boarding.
If you are denied boarding on an Air Canada, Air Canada Rouge or Air Canada Express flight, we will always provide written confirmation of any compensation that you may be eligible to receive.
It’s important to note that compensation eligibility and the amount you may be eligible to receive for denied boarding is based on:
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.
The Canadian Transportation Agency has defined rules under the Air Passenger Protection Regulations that determine when a customer is eligible for compensation due to denied boarding. They include:
There are three different scenarios that could cause your boarding to be denied. Only one of them is eligible for compensation. They include:
If your flight has been cancelled, you cannot claim compensation for denied boarding. However, you may be eligible to compensation due to the cancellation. Learn more.
If you are offered an upgraded/downgraded seat on the same flight at no extra charge/with partial refund, but refuse, then you cannot apply for denied boarding compensation.
For example, there may be a flight where a substitution to a smaller aircraft needs to be made due to a maintenance issue, resulting in a lower number of Business Class seats. We would then ask customers to move to an Economy Class seat (if available), while offering a partial refund for the downgrade.
If you do not check-in on time, or arrive at the gate late, and are denied boarding, you cannot make a claim for compensation.
Please make sure to check the recommended check-in and boarding times.
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.
| Length of arrival delay due to denied boarding | Amount (CAD) |
|---|---|
| 0 - 6 hours | $900 |
| 6 - 9 hours | $1,800 |
| 9+ hours | $2,400 |
When you are denied boarding 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:
Please speak with an Air Canada representative at the gate or customer service desk. We will be able to provide meal coupons or more information on how to proceed with hotel accommodations for a denied boarding in which you are required to stay overnight.
When you are denied boarding, we will automatically 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.
If the rebooking arrangement we made does not suit your needs, please speak with an Air Canada representative at the gate or customer service desk if you are already at the airport, or call us, so that we may look at alternatives. Please be aware that if you purchase a new ticket, you may not be compensated for the disrupted flight.
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 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.