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Cancelled or delayed flight, lost luggage: What to know?

In all cases of a delayed or cancelled flight

The airline must clearly communicate:

– The reason for the cancellation or delay

– The assistance it must provide (if any)

– The compensation to which you may be entitled

– Your recourse to obtain it (including complaints to the Canadian transportation agency)

If the delay or cancellation occurred for a reason that is attributable to the airline and does not involve safety.

You are entitled to :

A re-routing OR a refund AND in some cases compensation

  • If you were notified of the delay less than 12 hours before your originally scheduled departure time and the delay is 2 hours or more, the airline must provide you with reasonable food and beverages and access to a means of communication (e.g. free Wi-Fi).
  • If you have to wait for your flight until the next day, the company must also provide you with free accommodation (including transportation).

If your trip is no longer necessary due to the delay and you are no longer at your point of departure: you are entitled to a re-routing to the point of departure and a full refund. The details of the re-routing depend on the size of the airline.

About compensation :

If you were notified 14 days or less before your departure time and the delay is 3 hours or more, the airline must give you compensation, the amount of which varies depending on the size of the airline and the length of the delay.

The claim must be made to the airline within one year of the delay or cancellation. The airline has 30 days to respond. If you are not satisfied with the response, you have 30 days to file a complaint with the Canadian transportation agency.

If the delay or cancellation occurred for a reason attributable to the airline and related to safety

You are entitled to: 

A re-routing or refund

  • If you were notified of the delay less than 12 hours before your originally scheduled departure time and the delay is 2 hours or more, the airline must provide you with reasonable food and beverages and access to a means of communication (e.g. free Wi-Fi).
  • If you have to wait for your flight until the next day, the company must also provide you with free accommodation (including transportation).

Details regarding re-routing depend on the size of the airline.

If the delay or cancellation is caused by a reason beyond the airline’s control (e.g. weather)

You are entitled to :

A re-routing

  • Details regarding re-routing depend on the size of the airline.

*Airline tariffs may provide more favourable terms.

Loss or delay of luggage

In case of loss or delay, passengers may claim the cost of baggage (standard, excess and/or oversized)

In case of lost or damaged luggage, passengers can claim the cost of replacing the lost or damaged items up to a maximum of $2,300

If the luggage has been delayed, the airline must reimburse passengers for items they may need until the luggage is returned, up to a maximum of $2,300, unless the airline took all reasonable measures to avoid the problem or was unable to take such measures.

According to the Transportation Agency, the claim must be made:

  • within 7 days after receiving the damaged baggage;
  • within 21 days of receiving the delayed baggage; or
  • as soon as possible if your baggage was delayed for 21 days or more (considered lost).

*Airline tariffs may have more favourable conditions.

You can also contact your insurer to find out what you can claim for your luggage.

Do you have any questions?

Contact us