Customer Service Plan for Flight Disruptions and other Commitments
Air Canada cares about your safety and comfort. We are committed to making your travel experience as smooth and pleasant as possible. Our Customer Service Plan outlines our policies and addresses key service elements that most affect our customers so that you know what to expect. Our full terms and conditions of carriage can be found in our applicable tariffs.
We value and appreciate your business and loyalty and look forward to serving you.
Read our customer service plan
Purchases, cancellations and refunds
Reservations can be cancelled without penalty for 24 hours after purchase
You may cancel your purchase of tickets up to 24 hours after purchase and Air Canada will provide you with a full refund without penalty. This policy applies to refundable as well as non-refundable fares. Please ensure you verify your booking confirmation for any error as soon as it is received in order to avail yourself of this free cancellation. If you wish to cancel, or if you did not receive an itinerary receipt, simply contact Air Canada within 24 hours after purchase for assistance.
Changes made to itineraries more than 24 hours after purchase will be assessed the current change fee regardless of when the tickets were purchased and regardless of the reason for the cancellation or change (subject to certain limited exceptions). Such changes could also be subject to fare differentials.
Air Canada will itself process the refund for tickets purchased directly from Air Canada. For tickets issued via a travel agency or another airline, you must cancel and request your refund through the travel agency or that airline.
Air Canada will provide prompt ticket refunds
Air Canada will process eligible refunds —including refunding fees charged to you for optional services that you were unable to use due to an oversell situation. or for a flight cancellation or delay of three hours or more— back to the original method of payment. This may mean a refund to the travel agency from whom you purchased the ticket.
Unless otherwise mandated by local law, all refunds requested under the Air Passenger Protection Regulations will be provided within 30 days.
Details and contact information on requesting a refund are available on our website or upon request at an Air Canada or Air Canada Express counter at all Canadian airports where we operate.
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);
- By calling the Air Canada automated Flight Information System at 1-888-422-7533 (Canada or U.S.). For calls from all other countries.
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.