We’re committed to providing the highest quality of service to all our customers, and we believe it’s important to make our service commitments readily available to you. If your flight operated by Air Canada, Air Canada Rouge or Air Canada Express was disrupted, we’re here to assist and provide you with some helpful resources.
Overview
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.
Communicating with you
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.
Determining compensation eligibility
It’s important to note that compensation eligibility and the amount you may be eligible to receive for denied boarding is based on:
- The reason why you were denied boarding and whether it was within our control or for safety reasons
- The length of your arrival delay at your final destination
- Other key eligibility factors
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
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:
Key eligibility factors:
- The reason for your being denied boarding was within our control and not related to safety. Learn more.
- Your flight was not cancelled. Learn more.
- You were not offered alternative seating on the same flight. Learn more.
- You checked-in and arrived at the gate on time Learn more.
The reason for your being denied boarding was within our control and not related to safety
There are three different scenarios that could cause your boarding to be denied. Only one of them is eligible for compensation. They include:
- Situations within Air Canada’s control, but not required for safety purposes, which could include commercial overbooking. You are eligible for compensation in this scenario (subject to other factors also outlined on this page).
- Situations within Air Canada’s control, but required for safety purposes, which could include the substitution to a smaller aircraft due to unforeseen maintenance. You are not eligible for compensation in this scenario.
- Situations outside of Air Canada’s control, which could include a government/regulatory or security requirement, resulting in an overbooking situation. You are not eligible for compensation in this scenario.
Your flight was not cancelled
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.
You were not offered alternative seating on the same flight
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.
You checked-in and arrived at the gate on time
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.
Frequently asked questions
What is the compensation amount for arrival delays due to denied boarding?
| Length of arrival delay due to denied boarding | Amount (CAD) |
|---|---|
| 0 - 6 hours | $900 |
| 6 - 9 hours | $1,800 |
| 9+ hours | $2,400 |
Meals and accommodation
Who is eligible after a denied boarding?
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:
- 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 after a denied boarding?
- 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 when denied boarding for a reason that is within Air Canada’s control or required for safety?
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.
How to rebook your flight
Overview
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.
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.
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.
Overview
We strive to handle and transport your belongings with care and work hard to ensure your checked baggage arrives with you. If things don’t go as planned, we are always ready to help with any baggage issues you may have.
If you’ve already created a delayed bag file, you can review or update your status through our online tracking tool. If you haven't received any updates within 24 hours, please reach out.
Delayed baggage
What do I do if my baggage is delayed?
If you can’t locate your checked baggage upon arrival at your final destination, please follow the subsequent steps:
- Before leaving the airport, notify a baggage service agent of the airline with which your flight terminates.
- If you need to report a mobility aid that has been delayed, please file a report.
- Provide your contact information, a detailed description of your baggage and contents, baggage claim stubs and your boarding pass(es) for the creation of a WorldTracer incident report.
- Once the WorldTracer incident report is complete, you will receive an incident report number made up of five letters and five numbers.
- If you haven’t completed an incident report upon arrival and Air Canada is your final carrier, please reach out.
- Check the status of your delayed baggage online. Review your file. If you haven’t received any updates through our online tracking tool within 48 hours, please reach out.
- In the unlikely event that the airport Baggage Service Counter can’t locate your delayed baggage within three days, we ask that you complete the Baggage Tracing form without delay and our Central Baggage Tracing Team will take over.
- Once we've located your baggage and ensured it reaches its destination airport, it will be delivered to you via our contracted carrier in the area or FedEx.
- You may claim reasonable interim out-of-pocket expenses* upon submitting your receipts. The claim(s) must include all original receipts, the File Reference Number, flight information and customer names, baggage tags and boarding passes.
- Claims for delayed baggage must be submitted no later than 21 days from the date your baggage was placed at your disposal.
- If you paid to check your baggage on Air Canada, Air Canada Rouge and Air Canada Express flights, you can request to have your fees refunded.
*The Montreal Convention or the Warsaw Convention system may be applicable to your journey and these Conventions govern and may limit the liability of air carriers for loss, delay, or damage to baggage as per Air Canada's Conditions of Carriage.
Damaged baggage
What do I do if my baggage is damaged?
If you believe that your checked baggage was damaged during transport on Air Canada, Air Canada Express or Air Canada Rouge, follow the steps below.
IMPORTANT: No matter how you submit your report or file, you must complete it within seven days of receiving your baggage.
- If you are still at the airport, please advise an agent at the Air Canada Baggage Service Counter before leaving the airport.
- If you need to report a mobility aid that has been damaged, please file a report.
- If you noticed the damage after you left the airport, we strongly recommend that you return to the airport with your damaged baggage(s), ticket(s) and baggage tag(s) to complete a report.
- You may also call our Central Baggage Office at 1 888-689-BAGS (2247). If you are currently outside of Canada or the United States, view our list of international numbers .
- You can submit your claim online. When submitting your claim, ensure that you include photographs of the damage as clearly as possible, the brand and model, and in some cases the serial number, the baggage tags attached to your bags and your boarding pass(es).
- Do not dispose of your damaged item until your claim has been finalized. You’ll have 60 days to have your damaged baggage assessed, repaired or replaced.
- If you paid to check your baggage on Air Canada, Air Canada Rouge and Air Canada Express flights, you can request to have your fees refunded.
Exceptions
- The Montreal Convention or the Warsaw Convention system may be applicable to your journey and these Conventions govern and may limit the liability of air carriers for loss, delay or damage to baggage as per Air Canada's Conditions of Carriage.
- Failure to report a claim for a damaged bag within the prescribed time limit releases Air Canada, Air Canada Rouge and Air Canada Express from any liability. Air Canada, Air Canada Rouge and Air Canada Express are not liable for any damage considered to be normal wear, or damage caused to baggage that is unsuitably packed, overweight or over packed, or otherwise related to inherent defect, quality or vice of the baggage.
- Air Canada, Air Canada Express and Air Canada Rouge are not liable for any damage resulting from inspections by federal authorities responsible for security screening. Please contact the Canadian Air Transport Security Authority (CATSA – Canadian airports) or the Transportation Security Administration (TSA – US airports) if you believe the damage to your baggage occurred as a result of an inspection by one of these authorities.
- While we make every attempt to ensure your baggage is handled with care, please note that we are not responsible for cosmetic damage. Our Baggage Claims Team will make every effort to offer a satisfying final resolution in line with Air Canada's Conditions of Carriage.