Customer Service Plan

Purchases, cancellations and refunds

Flight Disruptions

Note: This section applies to flights operated by Air Canada, Air Canada Rouge and Air Canada Express*.

If a flight is delayed or cancelled due to an unforeseen problem, we’ll do our best to keep you well-informed at the airport and on board the affected aircraft. That’s why you must provide your contact information at the time of booking.

Based on the information available, we will promptly provide timely updates, including the reason for the delay or cancellation:

• As soon as we’re aware of such a delay or cancellation, and then;
• At regular intervals of 30 minutes until a new departure time for the flight is set, or new travel arrangements for passengers have been made; and
• As soon as possible when new information is available.

Such information will be available:

• On our website through our Daily Travel Outlook or our Flight Status tool;
• Via onboard/gate announcements;
• Through our Flight Notification Service, for which you may register online to receive notifications on any delay, cancellation or gate change information through your text-messaging-enabled phone or your email address. (You can also have notifications sent to others interested in your travel plans);

Airport Flight Information Display Systems will also display some information about delays and cancellations.

For more information about flight delays and cancellations, see our General Terms and Conditions of Carriage.

* Air Canada Express refers to flights operated by Jazz Aviation LP.

Deliver Baggage on Time

We work hard to ensure your checked baggage arrives with you. In the event that your checked baggage is delayed, we will make every reasonable effort to deliver it within 24 hours. You must advise an Air Canada, Air Canada Rouge or Air Canada Express agent if you cannot locate your checked baggage upon arrival from a flight operated by Air Canada, Air Canada Rouge, or Jazz Aviation LP.

• You can check the status of delayed baggage online or by calling 1-888-689-2247.
• If your baggage is delayed, damaged or lost, we will refund the fees you paid to check it in.
• A carrier’s liability toward you is limited in respect to destruction, loss, delay, or damage to baggage, to 1,288 Special Drawing Rights (which is approximately $2,400 CAD) per passenger. These limits apply to most international itineraries, as well as to domestic itineraries.

Make sure to provide proof to justify amounts claimed in compensation. You’ll be reimbursed for reasonable interim out-of-pocket expenses upon submitting your receiptsOpen PDF file. See more information on delayed and damaged baggage, or review our domestic tariffsOpen PDF file and international tariffsOpen PDF file (Rule 60).

Meeting Essential Needs During Tarmac Delays

Note: This section applies to flights operated by Air Canada, Air Canada Rouge and Air Canada Express*.

It is never our intention to cause stress or harm to our customers. However, if due to unforeseen or uncontrollable circumstances, an aircraft is either unable to take off or be gated upon arrival and must wait for a gate to become available, a contingency plan has been developed to meet the needs of our customers onboard both arriving and departing aircraft.

Air Canada will not permit an aircraft to remain on the tarmac at a Canadian airport for more than three hours (or 3 hours and 45 minutes if departure is imminent) or, at a US airport, for more than four (4) hours. Prior to reaching these timelines, Air Canada will return the aircraft to the gate or another suitable disembarkation point, where passengers will be allowed to deplane.

These timelines do not apply if providing an opportunity for passengers to disembark is not possible, including for reasons related to situations outside carrier’s control, such as safety and security, or air traffic or customs control.

During a tarmac delay, Air Canada will provide passengers, unless it is not possible for reasons related to situations outside carrier’s control, such as safety and security, or air traffic or customs control, with:

• adequate food and potable water in reasonable quantities after the aircraft doors are closed (in the case of departure) or has landed (in the case of arrival);
• proper ventilation and heating or cooling of the cabin;
• the means to communicate with people outside the aircraft, if feasible; and
• access to operable lavatory facilities.

Air Canada will also ensure adequate medical attention is available, if needed.

Passengers will receive notifications regarding the status of the tarmac delay every 30 minutes while the aircraft is delayed, including the reason for the delay, if known. During long "on-aircraft" delays, pilots communicate frequently with Air Canada's Operations Control Center, Station Operations and/or the Ramp Control Tower to obtain updated information and keep customers informed throughout the delay, and coordinate with involved parties to ensure that the tarmac delay is as short as possible.

*Air Canada Express refers to flights operated by Jazz Aviation LP.

Customers with Disabilities and Special Needs

Note: This section applies to flights operated by Air Canada, Air Canada Rouge and Air Canada Express*.

Air Canada is dedicated to the safety and comfort of our customers. In addition to providing special assistance services, Air Canada provides accessibility services to customers who require assistance because of a disability or medical condition.

Some circumstances and medical conditions require that certain requests be made in advance. If you have a special need, before booking a flight, it is important that you carefully review Air Canada's Medical approval section for travel requirements, as well as our domestic tariffOpen PDF file (Rules 45 and 50) and our international tariffOpen PDF file (Rules 40 and 45).

* Air Canada Express refers to flights operated by Jazz Aviation LP.

Check-in Requirements and Cancellation of Reservations

Note: This section applies to flights operated by Air Canada, Air Canada Rouge and Air Canada Express*.

All reservations are subject to cancellation without notice in the following circumstances:

• You have failed to meet the check-in deadlines as stated on our website;
• You have not purchased a validated ticket indicating confirmed seat(s) at least forty-five (45) minutes prior to scheduled departure of a domestic flight, sixty (60) minutes for an international or transborder flight, or earlier if a greater time limit is specified as a check-in deadline;
• You fail to fulfill the requirements of the fare type to which the reservation applies, or have performed a prohibited practice, such as throwaway ticketing (when round-trip fares are used for one-way travel). Please refer to our domestic tariff and our international tariff (Rule 25);
• You are not present at the boarding gate at least 15 minutes prior to scheduled departure time (30 minutes for flights departing Algiers, Casablanca and Tel Aviv), even if you have already checked-in for your flight at a place or via a method designated for check-in (e.g. online, on your mobile device, at a Self-service check-in kiosk or at an airport counter);
• You do not have the required travel documentation for your journey; If such action is necessary to comply with any governmental regulation, or to comply with any governmental request for emergency transportation in connection with the national defense, or whenever such action is necessary or advisable by reason of weather or other conditions beyond Air Canada' control; or
• If Air Canada refuses to transport you for any of the reasons stated in the Rules of the relevant domestic tariff or our international tariff (Rule 75).

In such circumstances, Air Canada will use reasonable efforts to find you an alternate solution to get you to your destination, subject to any applicable change fees and fare differentials. However, customers will not be entitled to a refund when their reservation is cancelled for one of reasons stated above.

* Air Canada Express refers to flights operated by Jazz Aviation LP.

Disclosing Key Information

Information about our policies and procedures is available on our website or upon request through Air Canada Reservations or our airport representatives. This includes providing you with details on:

• Important terms and conditions that apply to your ticket and travel, including cancellation policies, on your ticket;
• Information regarding our aircraft configuration and lavatory availability which is available on Our Fleet page or by contacting Air Canada Reservations and
• Aeroplan, Air Canada's program for loyal frequent flying customers. Read detailed information about Aeroplan, including terms and conditions.

Seating Families Travelling with Children

Air Canada will do everything reasonable to ensure children under the age of 14 are seated next to their accompanying family member. Please visit our General Terms and Conditions of Carriage for more information.

Refer to our section on Children and Travel for additional information.

Official Languages

Offering service to our customers in the official language of choice is an integral part of how well we do our job. Air Canada's goal is to make sure that every customer gets the most consistent, enjoyable and safe travel experience and leaves with a positive lasting impression.

Please refer to Air Canada's Official Languages Action PlanOpen PDF file for more information.

Comments, Feedback and Response to Customer Complaints

Air Canada will immediately acknowledge receipt of each customer complaint regarding its scheduled service and will send a response to the complainant within 45 days of receiving it.

Moreover, Air Canada will also respond to each passenger compensation claim made under Canada’s Air Passenger Protection Regulations within 30 days of receiving it.

Consumers wishing to submit a complaint, comment or provide feedback about Air Canada's service (other than those related to safety or security) may do so by completing our online form. 

You may also write to:

Air Canada - Customer Relations
PO Box 64239,
RPO Thorncliffe - Calgary, AB
Canada T2K 6J7

For a Baggage Claim
Tel.: 1 888 689-BAGS (2247)
Toll free within North America
24 hours a day, 7 days a week

If your complaint concerns air travel within, to and from Canada, the Canadian Transportation Agency may have jurisdiction to assist you. For more information, visit the Canadian Transportation Agency website or contact them at:

Canadian Transportation Agency
Ottawa, Ontario K1A 0N9

Office:
Canadian Transportation Agency
15 Eddy Street
Gatineau, Quebec J8X 4B3
Phone, Fax, and Email
Tel.: 1-888-222-2592
Fax: 819-997-6727
TTY: 1-800-669-5575
Email: info@otc-cta.gc.ca

Denied Boarding Situations are Handled with Fairness and Consistency

Note: This section applies to flights operated by Air Canada, Air Canada Rouge and Air Canada Express*.

It’s never our intention to inconvenience you. However, due to operational requirements or inventory control policies, there are times when you might not be accommodated on your booked flight even though you have a confirmed reservation. During a denied boarding situation, Air Canada will first solicit volunteers who are willing to give up their seat in exchange for compensation. If not enough volunteers can be found and you are involuntarily denied boarding, you may be entitled to certain standards of treatment and compensation.

Please note that the amount of compensation might vary depending on the applicable local law at your country of departure. For your rights under Canada’s Air Passenger Protection Regulations, please visit our General Terms and Conditions of Carriage.

* Air Canada Express refers to flights operated by Jazz Aviation LP.

Purchase, Cancellations and Refunds

Flight Disruptions

Note: This section applies to flights operated by Air Canada, Air Canada Rouge, and Air Canada Express flights operated by Jazz Aviation LP, Sky Regional, Exploits Valley Air Services Ltd., and Air Georgian Ltd.

Deliver Baggage on Time

We work hard to ensure your checked baggage arrives with you. In the event that your checked baggage is delayed, we will make every reasonable effort to deliver it within 24 hours. You must advise an Air Canada, Air Canada Rouge or Air Canada Express agent if you cannot locate your checked baggage upon arrival from a flight operated by Air Canada, Air Canada Rouge, Jazz Aviation LP, Sky Regional, Exploits Valley Air Services Ltd., or Air Georgian Ltd.

You may check the status of delayed baggage online or by calling 1-888-689-2247.

You will be reimbursed for reasonable interim out-of-pocket expenses upon submitting your receiptsOpen PDF file. Read more about our delayed and damaged baggage policies and limits of compensation.

Where the Montreal Convention applies, the limit of liability in respect of destruction, loss of, or damage to or delay of baggage, is 1,131 Special Drawing Rights (which is approximately EUR 1,357; US $1,663) per passenger in most cases.

See more information on delayed and damaged baggage, or review our domestic tariffsOpen PDF file (Rule 65) and international tariffsOpen PDF file (Rule 60).

Meeting Essential Needs During Tarmac Delays

Note: This section applies to flights operated by Air Canada or Air Canada Rouge.

It is never our intention to cause stress or harm to our customers. However, if due to unforeseen or uncontrollable circumstances, an aircraft is either unable to take off or be gated upon arrival and must wait for a gate to become available, a contingency plan has been developed to meet the needs of our customers onboard both arriving and departing aircraft.

Air Canada will not permit an aircraft to remain on the tarmac at a Canadian or US airport for more than four (4) hours. Prior to reaching four (4) hours, Air Canada will return the aircraft to the gate or another suitable disembarkation point, where passengers will be allowed to deplane.

Delays longer than the above time limit may be necessary if:

1. The pilot-in-command determines there is a safety-related or security-related reason why the aircraft cannot leave its position on the tarmac to deplane passengers; or
2. Air Traffic Control advises the pilot-in-command that returning to the gate or another disembarkation point elsewhere in order to deplane passengers would significantly disrupt airport operations.

During such delay, Air Canada will provide passengers with adequate food and potable water no later than two (2) hours after the aircraft leaves the gate (in the case of departure) or touches down (in the case of arrival and diversions) if the aircraft remains on the tarmac, unless the pilot-in-command determines that safety or security considerations preclude such service.

For all flights departing Canada and the U.S., Air Canada will ensure that operable lavatory facilities will remain available while the aircraft remains on the tarmac. Air Canada will also ensure adequate medical attention is available, if needed.

Passengers will receive notifications regarding the status of the tarmac delay every 30 minutes while the aircraft is delayed, including the reason for the delay, if known.

During ground operations, passengers will be offered a deplaning opportunity before a delay of four hours has occurred (either at a gate or a parking stand which has appropriate transport or walkways to a terminal facility) as soon as one presents itself.

During long "on-aircraft" delays, pilots communicate frequently with Air Canada's Operations Control Center, Station Operations and/or the Ramp Control Tower to obtain updated information and keep customers informed throughout the delay.

Denied Boarding Situations Are Handled with Fairness and Consistency

Note: This section applies to flights operated by Air Canada, Air Canada Rouge, and Air Canada Express flights operated by Jazz Aviation LP, Sky Regional, Exploits Valley Air Services Ltd., and Air Georgian Ltd.

It is never our intention to cause you to be inconvenienced and certainly not when you hold a confirmed reservation on an Air Canada flight. However, due to operational requirements, inventory control policies and a varying degree of "no-show" customers, there will be times when you cannot be accommodated on your booked flight.

During a denied boarding situation, Air Canada will first solicit volunteers to give up their seats in exchange for compensation. If we do not receive enough volunteers, we may deny boarding involuntarily to passengers holding a confirmed reservation in accordance with our policy on denied boarding priority, as found in our domestic tariffOpen PDF file (Rule 100) and international tariffOpen PDF file(Rule 90). The amount of compensation varies based on country of departure and can be found in our domestic and international tariffs, or in applicable local law.When a passenger is denied boarding involuntarily, we will arrange the next available alternate accommodation as efficiently as possible and/or compensate eligible customers in accordance with existing Air Canada Tariffs.

As a passenger who is denied boarding involuntarily, you will be entitled to a payment of "denied boarding compensation" from Air Canada, unless:

1. You have not fully complied with the Air Canada ticketing and check-in requirements, or you are not acceptable for transportation under Air Canada' rules and practices. For more information on refusal to transport, see our domestic tariffOpen PDF file (Rule 85) and international tariffOpen PDF file (Rule 75);
2. The flight is canceled;
3. A smaller capacity aircraft was substituted for safety or operational reasons.
4. A flight operating with an aircraft having 60 or fewer seats has safety-related weight/balance restrictions that limit payload;
5. You are offered accommodations in a section of the aircraft other than specified on your ticket, at no extra charge; or
6. Air Canada is able to place you on another flight or flights that are planned to reach your final destination within four (4) hours of the scheduled arrival of your original flight.

Read more about travelling on a different flight for compensation. The complete rules explaining your rights, the payment of compensation and boarding priorities are available at all airport counters and boarding locations, as well as in our domestic tariffOpen PDF file (Rule 100) and international tariffOpen PDF file (Rule 90).

Passengers with Disabilities and Special Needs

Note: This section applies to flights operated by Air Canada, Air Canada Rouge, and Air Canada Express flights operated by Jazz Aviation LP, Sky Regional, Exploits Valley Air Services Ltd., and Air Georgian Ltd.

Air Canada is dedicated to the safety and comfort of our customers. In addition to providing special meals and assistance to unaccompanied minors, Air Canada looks after the special needs of customers who require assistance because of a disability or medical condition.

Please refer to the relevant section of our website for specific information regarding the following issues, or by contacting Air Canada Reservations:

Special Assistance
 Travelling with Children
 Travelling with your Pet
 Special Meals
 Bereavement Fares

Medical / Mobility
 Advance Notice and Medical Approval
 Travelling with an Attendant
 Customers with Allergies
 Visually or Hearing Impaired Customers
 Wheelchairs and Mobility Aids
 Special Seating Needs
 Service Animals
 Travelling with Oxygen
 Washroom Accessibility
 Portable Battery-Powered Medical Devices

Some circumstances and medical conditions require that certain requests be made in advance. If you have a special need, it is important that, before booking a flight, you carefully review Air Canada's Advance Notice and Medical Approval for Travel requirements, as well as our domestic tariffOpen PDF file (Rules 45 and 50) and our international tariffOpen PDF file (Rules 40 and 45).

Check-in Requirements and Cancellation of Reservations

Note: This section applies to flights operated by Air Canada, Air Canada Rouge, and Air Canada Express flights operated by Jazz Aviation LP, Sky Regional, Exploits Valley Air Services Ltd., and Air Georgian Ltd.

All reservations are subject to cancellation without notice in the following circumstances:

• You have failed to meet the check-in deadlines as stated on our website;
• You have not purchased a validated ticket indicating confirmed seat(s) at least forty-five (45) minutes prior to scheduled departure of a domestic flight, sixty (60) minutes for an international or transborder flight, or earlier if a greater time limit is specified as a check-in deadline;
• You fail to fulfill the requirements of the fare type to which the reservation applies, or have performed a prohibited practice, such as throwaway ticketing (when round-trip fares are used to for one-way travel). Please refer to our domestic tariffOpen PDF file (Rule 30) and our international tariffOpen PDF file (Rule 25);
• You are not present at the boarding gate at least 15 minutes prior to scheduled departure time (30 minutes for flights departing Algiers, Casablanca and Tel Aviv), even if you have already checked-in for your flight at a place or via a method designated for check-in (e.g. online, on your mobile device, at a Self-service check-in kiosk or at an airport counter);
• You do not have the required travel documentation for your journey; If such action is necessary to comply with any governmental regulation, or to comply with any governmental request for emergency transportation in connection with the national defense, or whenever such action is necessary or advisable by reason of weather or other conditions beyond Air Canada' control; or
• If Air Canada refuses to transport you for any of the reasons stated in the Rules of the relevant domestic tariffOpen PDF file (Rule 85) or our international tariffOpen PDF file (Rule 75).

In such circumstances, Air Canada will use reasonable efforts to find you an alternate solution to get you to your destination, subject to any applicable change fees and fare differentials. However, customers will not be entitled to a refund when their reservation is cancelled for one of reasons stated above.

Disclosing Key Information

Information about our policies and procedures is available on our website or upon request through Air Canada Reservations or our airport representatives. This includes providing you with details on:

• Important terms and conditions that apply to your ticket and travel, including cancellation policies, on your ticket;
• Information regarding our aircraft configuration and lavatory availability which is available on Our Fleet page or by contacting Air Canada Reservations and
• Altitude, Air Canada's program for loyal frequent flying customers. Read detailed information about Altitude, including terms and conditions.

Seating Families Travelling with Children

Note: This section applies to flights operated by Air Canada, Air Canada Rouge, and Air Canada Express flights operated by Jazz Aviation LP, Sky Regional, Exploits Valley Air Services Ltd., and Air Georgian Ltd.

Air Canada will do all everything reasonable to ensure children under the age of 12 are seated next to their accompanying family member. However, it is not always possible to automate this function when families travel on a fare that does not allow advance seat selection or when traveling on separate reservations. As well, from a safety perspective, Air Canada cannot allow more than one infant without an assigned seat to sit in a bank of seats due to the number of oxygen masks available at each row.

Air Canada has a comprehensive policy that ensures that, for families travelling on Basic or Standard fares who have opted not to pay the advance seat selection fee, as well as those holding higher fare tickets but who were not able to select adjoining seats, every reasonable effort is made by Air Canada's airport staff, flight attendants and through onboard procedures, to seat children under the age of 12 next to their accompanying adult.

Respond to Customer Complaints

Air Canada will immediately acknowledge receipt of each customer complaint regarding its scheduled service and will send a response to the complainant within 45 days of receiving it.

For information on filing a complaint, please see an Air Canada or Air Canada Express airport representative or contact Customer Relations by completing our online formOpens in New Window, or writing to:

Air Canada - Customer Relations
PO Box 64239,
RPO Thorncliffe - Calgary, AB
Canada T2K 6J7

Fax: 1-866-584-0380

For a Baggage Claim

Tel.: 1 888 689-BAGS (2247)
Toll free within North America
24 hours a day, 7 days a week

Air Canada Baggage Claims
Air Canada ZIP 1116
P.O. Box 8000, station Airport
Dorval, Quebec
H4Y 1C3

Official Languages

Offering service to our customers in the official language of choice is an integral part of how well we do our job. Air Canada's goal is to make sure that every customer gets the most consistent, enjoyable and safe travel experience and leaves with a positive lasting impression.

Please refer to Air Canada's Official Languages Action PlanOpen PDF file for more information.

Complaints, Comments and Feedback

Consumers wishing to submit a complaint or comment or give us feedback about Air Canada's service (other than those related to safety or security) may do so by contacting us at:

You may also complete our online formOpens in New Window, or write to:

Air Canada - Customer Relations
PO Box 64239,
RPO Thorncliffe - Calgary, AB
Canada T2K 6J7

Fax: 1-866-584-0380

For a Baggage Claim

Tel.: 1 888 689-BAGS (2247)
Toll free within North America
24 hours a day, 7 days a week

Air Canada Baggage Claims
Air Canada ZIP 1116
P.O. Box 8000, station Airport
Dorval, Quebec
H4Y 1C3

If your complaint concerns air travel within, to and from Canada, the Canadian Transportation Agency may have jurisdiction to assist you. For more information, visit the Canadian Transportation AgencyOpens in New Window website or contact them at:

Canadian Transportation Agency
Ottawa, Ontario K1A 0N9

Office:
Canadian Transportation Agency
15 Eddy Street
Gatineau, Quebec J8X 4B3

Phone, Fax, and Email

Tel.: 1-888-222-2592 
Fax: 819-997-6727 
TTY: 1-800-669-5575
Email: info@otc-cta.gc.ca