The three causes, and why they decide everything
The Air Passenger Protection Regulations sort disruptions into three categories: within the airline's control; within its control but required for safety; and outside its control. Your entitlement to compensation, rebooking, refunds and standard-of-treatment items flows from that classification and the length of delay.
Airlines classify the disruption. That is precisely why you should request the stated reason in writing at the time — later reclassification is the most common friction point in these claims.
Rebooking, refunds and treatment
Depending on the cause and delay length, airlines owe rebooking or a refund, and in defined circumstances food, communication and accommodation. Larger carriers can owe higher compensation amounts than small ones.
Refund obligations apply where a flight is cancelled or significantly changed and rebooking does not meet your needs. Credits are not always a substitute for a refund — check the entitlement rather than accepting the first offer.
Baggage, and international itineraries
Report lost, delayed or damaged baggage before leaving the airport where possible and keep the file reference. Compensation is available but commonly subject to limits set by regulation or international convention.
For international travel, conventions can govern and cap liability, and which rules apply depends on the route and carrier. Declaring higher value at check-in can change your position on valuable items.
How to claim, and how to escalate
Claim with the airline first, in writing, attaching your boarding passes, the stated reason for disruption, receipts and a dated timeline. Keep the claim reference.
If unresolved, escalate to the Canadian Transportation Agency, which handles air passenger complaints. Time limits apply under the regulations and the tariff, so file promptly rather than waiting.
Frequently asked questions
- What decides whether I get compensation?
- Primarily the cause of the disruption and the delay length, plus the size of the carrier. Disruptions within the airline's control and not required for safety carry the strongest entitlements.
- Can the airline give me a credit instead of a refund?
- Where a refund is owed, a credit is not automatically an adequate substitute. Check the entitlement before accepting.
- How do I escalate if the airline says no?
- File with the Canadian Transportation Agency, attaching the airline's written response and your documentation.
- Are international flights treated differently?
- Yes. International conventions can apply and cap liability, depending on route and carrier.
This guide is general information, not legal advice. Laws, costs, and procedures vary by state, province, and your specific situation — speak with a qualified civil litigation lawyer about your circumstances before acting.