Know your rights

In the event of a flight delay or cancellation, the airline must:

• inform you about your rights and the remedies available;
• provide the reason for the disruption; and
• give regular status updates during delays.

Depending on the reason for the flight delay or cancellation, an airline has minimum obligations to passengers that could include standards of treatment, rebooking or refunds, and compensation for inconvenience.

If your bag is damaged or missing, contact your airline right away.

You must submit a written claim with your airline within 7 days of receipt of your baggage if it is damaged.

You must submit a claim within 21 days for baggage that is potentially lost.

Failure to submit a claim within the set time limits could result in the carrier denying your claim.

Denied boarding happens when there are fewer seats available on a flight than there are passengers who have checked in and arrived at the gate on time for boarding and are in possession of valid travel documentation.

Bumping does not include situations where a passenger must be refused transport for reasons such as not having a valid passport or arriving late at the gate.

Depending on the reason for the denied boarding, an airline has minimum obligations to passengers that could include standards of treatment, rebooking or refunds, and compensation for inconvenience.

A tarmac delay at departure begins after the doors of the aircraft are closed for take-off. A tarmac delay on arrival begins after the flight has landed.

Passengers have specific rights in a tarmac delay situation. Airlines must provide them with certain amenities while they wait on board the aircraft.

As a passenger, you must:

• Comply with domestic and foreign travel requirements, and have appropriate and valid travel documents to travel within Canada, to enter a foreign country or to return to Canada, including proof that you meet any requirements related to the COVID-19 pandemic. There may also be additional passenger health screening required upon arrival in Canada. For more information, please consult Transport Canada’s website and Travel.gc.ca or the Canada Border Services Agency's website.
• Not behave in a way that interferes with the flight or puts the safety of passengers and crew at risk; and,
• Not miss the airline's deadlines to:
  • Check in;
  • Complete the travel document verification process;
  • Register your baggage;
  • Pass through the security screening checkpoints; and,
  • Arrive at the boarding gate.

Clear and timely communication of accurate information to passengers is critical to ensuring a positive passenger experience. Airlines must:

• inform you of their policies on delays, cancellations, denied boarding, lost or damaged baggage and the seating of children in a simple, clear way;
• inform you about your rights and the remedies available;
• provide the reason for a flight disruption in plain language without technical jargon;
• provide regular status updates during delays; and
• make sure that communication is accessible to persons with disabilities.

Persons with disabilities have a fundamental right to an accessible federal transportation network.

We can help with concerns and complaints related to the accessibility of:

• flights to, from, and within Canada, including connecting flights;
• rail, ferry and bus carriers that operate between provinces or territories or between Canada and the United States;
• airports, rail stations and ferry terminals located in Canada; or
• services integral to the transportation services provided by an airline or terminal located in Canada.

For more information about the Accessible Transportation for Persons with Disabilities Regulations, visit the Canadian Transportation Agency's Accessible Transportation page.

File a complaint:

Accessibility complaints about transportation services

The CTA works together with other federal agencies that have a human rights mandate, such as the Canadian Human Rights Commission, to ensure that human rights related complaints be dealt with efficiently and expeditiously by the most appropriate organization.  

If you file a complaint with the CTA that involves a human rights issue experienced during your air travel, such as discrimination on the basis of race, gender identity or expression, or other prohibited grounds of discrimination and the CTA is not in a position to deal with it, the CTA may officially, or informally with your consent, refer your complaint to the most appropriate organisation.