Depending on the characteristics of your flight, the application of more than one regulation may be relevant to your situation. For more details on the legislation applicable to your flight, you can consult the page on scopes.
The Canadian Regulations
Under the Air Passenger Protection Regulations, the conditions for a delay, cancellation or denied boarding must be available in plain language on any digital platform where the carrier sells tickets and on any document that shows the passenger’s itinerary.
In this sense, the following information must be included:
- Conditions relating to loss and damage to baggage;
- The minimum compensation that can be paid;
- Standards of treatment of passengers;
- Possible recourse to the Canadian Transportation Agency (CTA).
The following notice must also be included in the Notice, in English and French:
If you are denied boarding, or if your flight is cancelled or delayed by two hours or more, or if your baggage is lost or damaged, you may be entitled to certain standards of treatment benefits and compensation under the Air Passenger Protection Regulations. For more information about your rights, please contact your air carrier or visit the Canadian Transportation Agency website.
Finally, this notice is available at the check-in counter, self-service kiosks and boarding gate for all carriers operating a flight to or from Canada.
In the event of a delay, cancellation or denied boarding
In addition, the carrier must provide the following information following a delay, cancellation or denied boarding, in audio form and through the means of communication indicated by the passenger:
- The reasons for the disruption;
- Compensation that may be paid in connection with the inconvenience suffered;
- Applicable standards of treatment ;
- Possible recourse to the Canadian Transportation Agency (CTA).
An update every 30 minutes on the situation must be provided to the passenger until a new departure time is set or, if applicable, alternative travel arrangements made.
Delay, cancellation, or denied boarding?
Delay, cancellation, or denied boarding?You may be entitled to compensation of up to $2,400.
Have your case reviewed for free by a lawyer.
The European Regulation
Under Regulation (EC) 261/2004, the airline must provide a written notice to passengers setting out the rules of compensation and assistance in accordance with the provisions of the Regulation, in the event of the following disruptions:
- Flight delay of at least 2 hours;
- Flight cancellation;
- Denied boarding.
In addition, in order to ensure that all passengers are aware of their rights, the notice containing the following text must be visible and clearly visible in the boarding area:
If you are denied boarding or if your flight is cancelled or delayed by at least two hours, ask at the check-in counter or at the boarding gate for the text that sets out your rights, including compensation and assistance.
A written notice indicating the body responsible for the application of this Regulation in respect of flights within its territory shall also be provided to the passenger.
Recourse
In cases of non-compliance with these obligations required by law, a criminal sanction will be imposed on the offending carrier if the CTA so determines following the filing of a complaint. However, it will not be possible to obtain any compensation in connection with this defect, since the law does not provide for such a remedy.