Delay

The regulations distinguish between airlines by their passenger volume. A large airline means an airline that has transported a worldwide total of more than 2 million passengers during each of the two preceding calendar years. The rest are small airlines.

If a delay occurs, the airline is required to:

1. Inform passengers about the reason for the delay, potential compensation, and available assistance.
2. Provide assistance if passengers are notified of the delay less than 12 hours before the departure and have waited at the airport for 2 hours or more after the original departure time.
3. Offer compensation if the delay notice is given 14 days or less before departure and the arrival delay is 3 hours or more.

Cancellation

If a cancellation occurs, the airline is required to:

1. Inform passengers about the reason for the cancellation, potential compensation, and available assistance.
2. Provide assistance if passengers are notified of the cancellation less than 12 hours before departure and have waited at the airport for 2 hours or more after the original departure time.
3. Arrange alternate travel or issue a refund.
4. Offer compensation if the cancellation notice is given 14 days or less before departure and the arrival delay is 3 hours or more.

Compensation for Delay or Cancellation

If notified 14 days or less before departure that their flight will be delayed or cancelled, passengers are entitled to the following minimum compensation in Canadian dollars:

- For large airlines:
- $400 for delays of 3 hours or more
- $700 for delays of 6 hours or more
- $1,000 for delays of 9 hours or more

- For small airlines:
- $125 for delays of 3 hours or more
- $250 for delays of 6 hours or more
- $500 for delays of 9 hours or more

Compensation requests must be filed within 1 year of the delay or cancellation.

In the case of an involuntary denial of boarding, the airline must provide the affected passengers with:

• the assistance
• alternate travel arrangements or a refund
• the compensation for the inconvenience

The amount might be as follows, depending on the passenger’s arrival at the destination:

• $900, if the arrival is delayed by less than 6 hours
• $1,800, if the arrival is delayed by between 6 and 9 hours
• $2,400, if the arrival is delayed by more than 9 hours

When there is a delay or cancellation of the flight due to situations outside the airline’s control, it must:

• provide passengers with information on the reason for the disruption and assistance
• in the case of a delay of more than 3 hours, provide alternate travel arrangements to a passenger who desires them
• in the case of a cancellation, provide alternate travel arrangements

Situations outside the airline’s control, include but are not limited to the following:

• war or political instability
• illegal acts or sabotage
• meteorological conditions or natural disasters
• instructions from air traffic control, an official enforcement agency
• a collision with wildlife

If a passenger has waited 2 hours after the original departure time, the airline must provide the passenger with the following treatment free of charge:

• food and drink in reasonable quantities, taking into account the length of the wait, the time of day, and the location of the passenger
• access to a means of communication

If the passenger is required to wait overnight for their original flight or alternate flight the following is added:

• hotel or comparable accommodation
• transportation there and back to the airport