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.
Airport congestion and flight issues
In the event of a flight delay or cancellation, your airline must let you know:
- the reason for the delay/cancellation;
- the minimum assistance (standards of treatment), if any;
- minimum levels of compensation for inconvenience, if any; and
- 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.
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.
- Standards of treatment for flight delay or cancellation
- Compensation for flight delay or cancellation
- Rebooking and refunds for flight delay or cancellation
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.