Our Customer Commitment under the Canadian Air Passenger Protection Regulations
We’re committed to providing the highest quality of service to all our customers, and we believe it’s important to make our service commitments readily available to you. To this end, below we have outlined the key elements that matter most to you, our valued customer.
If you are denied boarding, your flight is cancelled or delayed for at least two hours, or your baggage is lost or damaged, you may be entitled to certain standards of treatment and compensation under the Air Passenger Protection Regulations. For more information about your passenger rights, please contact your air carrier or visit the Canadian Transportation Agency’s website.
If your baggage is delayed or damaged:
We work hard to ensure your checked baggage arrives with you. If it’s delayed, rest assured we’ll do our best to deliver it within 24 hours. Please contact an agent from Air Canada, Air Canada Rouge or Air Canada Express immediately if you cannot locate your checked baggage upon arrival.
* Due to the current global Covid-19 pandemic, our Central Baggage Office Call Centre services are limited. We apologize for any inconvenience this may cause. Please use the WorldTracer website to locate your bags at this time.
- You can access the WorldTracer website to check status of delayed baggage online or by calling 1-888-689-2247. If you do not yet have a World Tracer file, please complete a webform now to create one.
- If your baggage is delayed, damaged or lost, Air Canada 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. This limit applies to most international itineraries, as well as to domestic itineraries within Canada.
You’ll be reimbursed for reasonable interim out-of-pocket expenses upon submitting your receipts. Claims must be submitted no later than 21 days from the date your baggage was placed at your disposal. To submit your receipts, select the Baggage Issues tile > Delayed or Damaged Baggage > Submit Expenses. See more information on delayed or damaged baggage.
Notifying you of delays or cancellations
Note: This section applies to flights operated by Air Canada, Air Canada Rouge, and Air Canada Express flights.
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.
In the event of an extended delay or a cancellation
Note: This section applies to flights operated by Air Canada, Air Canada Rouge and Air Canada Express flights. Please note that if you’re travelling on a codeshare flight (operated by another airline), you must contact the carrier directly, as the obligation to provide compensation and alternate travel arrangements is the responsibility of the carrier operating the flight which was delayed or cancelled.
Some delays and cancellations are within an airline's control, whereas others, like those caused by severe weather or airport and air traffic disruptions, are simply out of our hands. Whatever the reason for the delay or cancellation, if your Air Canada, Air Canada Rouge or Air Canada Express flight is delayed or cancelled, our agents will do everything possible to assist you.
Standards of Treatment:
When a flight is delayed or cancelled due to reasons within Air Canada's control or required for safety purposes, and (i) you have been informed of the delay or cancellation less than 12 hours before the departure time indicated on your ticket, and (ii) you have waited two hours after the departure time indicated on your ticket, we’ll provide you with the following:
- Food and drink in reasonable quantities, considering the length of the wait, the time of day and location;
- Access to a means of communication; and
- Hotel or comparable accommodations for overnight delays, for out of town passengers, subject to availability and within reasonable distance from airport, along with transportation to the hotel or other accommodation, and back to the airport.
If the delay is outside of Air Canada’s control, we’ll be happy to offer you our hotel contact information where you can access our valued customer rates.
Alternative Travel Arrangements:
If your flight is delayed by more than three hours or cancelled because of a situation that’s outside of our control, here’s how your travel plans will be accommodated:
- We’ll rebook you on the next available Air Canada, Air Canada Rouge or Air Canada Express flight or on one of our partner airlines on a reasonable route from the same airport, within 48 hours of the end of the event that caused the delay or cancellation; or
- If we cannot do this, we’ll re-route you on any carrier via any reasonable air route to your destination or re-route you from another airport that is within a reasonable distance of your departure airport to your destination (if any). If your new departure is from such an airport, Air Canada will arrange for your transportation to that other airport.
- We can also change your return to match the same length of stay if necessary.
- Should you refuse the alternate travel arrangements offered because your travel no longer serves a purpose, please note that any refund is subject to the fare rules applicable.
- We’ll rebook you on the next available Air Canada, Air Canada Rouge or Air Canada Express flight or on one of our partner airlines within 9 hours of your original departure time; or
- If we cannot do this, we’ll re-route you on any carrier via any reasonable air route to your destination that departs within 48 hours of your original departure time; or
- If we’re still unable to provide a confirmed reservation that complies with the above, we’ll seek to re-route you from another airport that is within a reasonable distance of your departure airport to your destination (if any). If your new departure is from such an airport, Air Canada will arrange for your transportation to that other airport.
- We can also change your return to match the same length of stay if necessary.
- If you refuse the alternate travel arrangements offered because travelling no longer serves a purpose, we’ll refund the unused portion of the ticket or, if you aren’t at your point of origin, refund your ticket and provide you with a confirmed reservation back to your point of origin that accommodates your needs.
Please visit our Delays and Cancellations page for more information.
Compensation
If you’re a passenger whose flight was cancelled or delayed because of a situation within our control, and you arrive at your original destination with a delay of three hours or more, you’ll be entitled to receive compensation for delays and cancellations from Air Canada (unless you are informed of the cancellation or of the delay 15 days before the scheduled time of departure).
Compensation for delays and cancellations is calculated based on your arrival time at final destination and is $400 CAD (for delays at arrival between 3 and 6 hours), $700 CAD (for delays at arrival between 6 and 9 hours), and $1,000 CAD (for delays at arrival by 9 hours and more).
If you refuse the alternate travel arrangements offered because travelling no longer serves a purpose, and the delay is within our control, you’ll be entitled to receive compensation of $400 CAD.
Please note that you are not entitled to receive delay or cancellation compensation if you have already been paid denied boarding compensation, or if you have already been paid under another passenger rights regime for the same event.
Your Recourses:
Should you wish to provide feedback or file a complaint about our services, please complete our web form and we’ll contact you shortly. You may also file a complaint with the Canadian Transportation Agency.
If you are denied boarding
Note: This section applies to flights operated by Air Canada, Air Canada Rouge and Air Canada Express flights*.
It’s never our intention to inconvenience you. However, due to operational requirements and inventory control, sometimes we can’t accommodate you even though you have a confirmed reservation.
Volunteers:
During a denied boarding situation, Air Canada will first solicit volunteers who are willing to give up their seat in exchange for compensation.
Boarding Priorities:
If there aren’t enough volunteers, we may deny boarding involuntarily to passengers holding a confirmed reservation in accordance with our policy on denied boarding priority. We’ll give priority, in the following order, to unaccompanied minors; passengers with a disability, their support person, service animal, or emotional support animal, if any; passengers travelling with family members and passengers who were previously denied boarding on the same ticket, provided the carrier is informed of this fact.
Information:
If you’re involuntarily denied boarding, we’ll tell you why you were denied boarding, the compensation and standards of treatment to which you may be entitled as well as the recourses you have available.
Rebooking:
If you’re denied boarding because of a situation that’s outside of our control, here’s how your travel plans will be accommodated:
- We’ll rebook you on the next available Air Canada, Air Canada Rouge or Air Canada Express flight or on one of our partner airlines on a reasonable route from the same airport, within 48 hours of the end of the event that caused the denial of boarding; or
- If we cannot do this, we’ll re-route you on any carrier via any reasonable air route to your destination or re-route you from another airport that is within a reasonable distance of your departure airport to your destination (if any). If your new departure is from such an airport, Air Canada will arrange for your transportation to that other airport;
- Should you refuse the alternate travel arrangements offered because your travel no longer serves a purpose, please note that any refunds are subject to the fare rules applicable to your ticket.
If you’re denied boarding due to a situation that is within our control or for safety purposes, here’s how your travel plans will be accommodated:- We’ll rebook you on the next available Air Canada, Air Canada Rouge or Air Canada Express flight or on one of our partner airlines within 9 hours of your original departure time; or
- If we cannot do this, we’ll re-route you on any carrier via any reasonable air route to your destination that departs within 48 hours of your original departure time; or
- If we’re still unable to provide a confirmed reservation that complies with the above, we’ll re-route you from another airport that is within a reasonable distance of your departure airport to your destination (if any). If your new departure is from such an airport, Air Canada will arrange for your transportation to that other airport;
- If you refuse the alternate travel arrangements offered because travelling no longer serves a purpose, we’ll refund the unused portion of the ticket or, if you aren’t at your point of origin, refund your ticket and provide you with a confirmed reservation back to your point of origin that accommodates your needs.
Standard of Treatment:
If you’re denied boarding for a situation within Air Canada’s control or for security reasons, we’ll provide you with the following before you board your next flight booked as part of your alternate travel arrangements, unless this would further delay you:
- Food and drink in reasonable quantities, considering the length of the wait, the time of day and location;
- Access to a means of communication; and
- Hotel or comparable accommodations for overnight delays for out-of-town passengers, subject to availability within reasonable distance from airport.
Compensation:
If you’re a passenger who is denied boarding involuntarily because of a situation within our control, you’ll be entitled to receive "denied boarding compensation" from Air Canada, unless:
- You haven’t fully complied with the Air Canada ticketing and check-in requirements, or you aren’t acceptable for transportation under Air Canada' rules and practices.
- The flight is canceled or delayed;
- You’re offered accommodations on the same flight as the one specified on your ticket, at no extra charge.
Denied boarding compensation is calculated based on your arrival time at destination and is $900 CAD (if delayed between 0 and 6 hours), $1,800 CAD (if delayed between 6 and 9 hours), and $2,400 CAD (if delayed by 9 hours and more).
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.
* Please note that if you were denied boarding on a codeshare flight (operated by another airline than Air Canada), we recommend that you contact the carrier directly, as the obligation to provide compensation and alternate travel arrangements is the responsibility of the carrier operating the flight.
Seating children with family
Air Canada will do everything possible to ensure children under the age of 14 are seated close to their accompanying family member free of charge.
Air Canada has a comprehensive policy that ensures every reasonable effort is made by Air Canada's airport staff, flight attendants and through in-flight procedures, to seat children under the age of 14 next to their accompanying adult. Please note that this policy does not apply to families who have opted to pay the advance seat selection fee.
Passengers travelling in Signature Class pods must call Air Canada Reservations to ensure that they’re provided with proper family seating.
Please refer to our section on Children and Travel for additional information.
We invite you to read some of our other customer service commitments, which reflect our dedication to transparency and the highest level of service.
Also, our Delayed Flights and Cancellations section answers a lot of other questions you may have if your plans are disrupted.
Carry-on baggage policy
Oversized carry-on bags aren’t permitted on our aircraft and may cause flight delays for all passengers. Please ensure your carry-on bags are within the maximum allowed size as indicated below; they’re required to fit in the double-size verification device at check-in or boarding time.
You may carry items which fall within the 2-piece carry-on baggage allowance on board, as follows:
- One (1) carry-on bag or suitcase (wheels and handles included in the size) and
- One (1) personal article such as a briefcase, laptop computer, diaper bag, camera case or other similar item.
| Standard article | Personal article | |
|---|---|---|
| Maximum size | 23 cm x 40 cm x 55 cm (9 in x 15.5 in x 21.5 in) Wheels and handles included. |
16 x 33 x 43 cm (6 in x 13 in x 17 in) |
| Maximum weight | Your carry-on baggage must be light enough that you can store it in the overhead bin unassisted. | |
It is recommended that documents and medication be packed in your carry-on baggage. All prescription medications must be properly labelled with the names of the patient, medication, and the issuing medical office or pharmacy.
Learn more about carry-on baggage restrictions.
Checked baggage policy
When travelling with Air Canada, Air Canada Rouge and Air Canada Express, you are entitled to a free checked baggage allowance, depending on your destination and/or fare purchased. When the number, weight and/or overall dimensions (length + width + height) of your checked bags exceed the limits of your free checked baggage allowance, additional checked baggage charges will apply.
Ensure your checked bags are properly identified.
Please do not pack valuables in your checked baggage. Excess valuation may be declared on certain types of articles. Special rules apply to fragile, valuable or perishable articles. Learn more about checked baggage restrictions.
| Maximum Overall Measurement (Length + Width + Height) |
Maximum Weight | |
|---|---|---|
| Economy Class (view complete baggage allowance) |
158 cm 62 in |
23 kg 50 lb |
| Business Class Up to 3 bags |
158 cm 62 in |
32 kg 70 lb |
Bags exceeding 32 kg (70 lb) in weight, 292 cm (115 in) in linear dimensions (length + width + height, wheels and handles included) or 203 cm (80 in) in length will not be accepted as checked baggage. Please contact Air Canada Cargo for handling.
If more than one carrier is providing the transportation for your journey, each carrier may apply different rules to baggage (both checked and carry-on).
Check-in and boarding gate deadlines
You must obtain your boarding pass and check in any baggage as per the check-in deadlines shown below.
Additionally, you must be available for boarding at the boarding gate as per the boarding gate deadlines indicated below. Failure to respect check-in and boarding gate deadlines may result in the reassignment of any pre-reserved seats, the cancellation of a reservation, and/or ineligibility for denied boarding compensation.
Germany Alternative Dispute Resolution – only for flights departing Germany
If for any reason you are unsatisfied with our response to your complaint marked as final, and if your complaint is based on: (1) EC Regulation 261/2004; and/or (2) EC Regulation 1107/2006 and/or; (3) the Montreal Convention relating to baggage, regarding a flight departing Germany, you can refer your complaint to Schlichtungsstelle für den öffentlichen Personenverkehr e.V.’(SÖP), Germany’s independent arbitration board for public passenger transport that oversees all carriers, at https://soep-online.de/welcome.html. You will need to refer your complaint to them within 12 months after our final response. Or, if you live in the European Union and made your purchase online, you may use the European Commission's online dispute resolution platform to try and reach an out-of-court settlement by submitting your complaint by completing the electronic form available at http://ec.europa.eu/odr.