New refund regulations are now in effect for flights that are cancelled or have long delays due to a situation outside the airline’s control. The new regulations apply to flights taken on or after September 8, 2022.

In the event of a flight delay or cancellation, your airline must let you know:

  1. the reason for the delay/cancellation;
  2. the minimum assistance (standards of treatment), if any;
  3. minimum levels of compensation for inconvenience, if any; and
  4. recourses available against the airline, including your options with the CTA.

The airline must communicate new flight status information to you as soon as possible. In the case of a delay, they must also provide status updates every 30 minutes until a new departure time is set or new travel arrangements have been made.

If your flight is delayed or cancelled and the reason is within the airline's control and not safety-related, you are entitled to a specific standard of treatment, compensation, and rebooking or a refund.

If your flight is delayed or cancelled and the reason is within the airline's control and required for safety purposes, you are entitled to a specific standard of treatment and rebooking or a refund.

If your flight is delayed or cancelled and the reason is outside of the airline's control, you are entitled to rebooking. If you're not rebooked within 48 hours, you are entitled to a refund or other rebooking arrangements.

Multiple reasons

Situations surrounding flight disruptions can be complex and have multiple causes. Please be aware that the reasons provided for a flight disruption may change as the situation evolves, new issues arise, or new information is received.

In order for you to understand the situation, it is important for airlines to give you the clearest and most up-to-date information available, and provide you with updates as more information becomes available.

Airline's obligation:

Claims for compensation
To receive compensation for a flight delay or cancellation, you must make a claim with the airline in writing within 1 year of the incident date. The airline has 30 days to respond by issuing a payment or by telling you why it believes compensation is not owed.

Contact the airlines

If you do not receive a response from the airline within 30 days or you are not satisfied with the response, you can submit a complaint to us. We will try to facilitate a resolution between you and the airline. Learn more about the CTA's different dispute resolution processes.

Compensation for delays while travelling internationally
In addition to the minimum compensation described in this guide, a passenger who is delayed while travelling internationally may also be entitled to make a claim under the Montreal or Warsaw Conventions for any damages — such as expenses — that happened because of the delay. Passengers must make these claims with the airline in writing.

Resource guides

Flight Delays and Cancellations: A Guide explains passenger rights and airline obligations if there is a flight delay or cancellation on a flight to, from or within Canada, including connecting flights. This guide also provides tips for managing common flight delay or cancellation situations.

Types and Categories of Flight Disruption: A Guide explains the three categories of flight disruption included in the Air Passenger Protection Regulations: situations within the airline's control; situations within the airline's control but required for safety; and situations outside the airline's control.

Reference: Airline obligations in this area are set out in the Air Passenger Protection Regulations.

File a complaint