Our Customer Service Plan

Voluntary cancellations and refunds

Free cancellation within 24 hours of 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 make sure to check your booking confirmation for any errors to take advantage of this free cancellation. If you wish to cancel, or if you did not receive an itinerary receipt, contact us within 24 hours after purchase for help.

Changes made to itineraries more than 24 hours after purchase will be assessed the current change fee.

If you need to make changes more than 24 hours after purchase, a change fee will apply, regardless of when the tickets were purchased or why you need to cancel or change (subject to certain limited exceptions). Fare differences may apply.

We will process the refund for tickets purchased directly from Air Canada. If you purchased your tickets through a travel agency or another airline, you will need to contact them for cancellations and refunds.

Involuntary cancellations and refunds

If one of the situations listed below applies to you, you are eligible for a refund for the unused portion of your ticket if you choose not to travel or not to accept the rebooking options or one of the credit options offered by Air Canada.

• Your flight has been cancelled by Air Canada
• Your flight is rescheduled to leave your point of origin more than 3 hours earlier than the original scheduled departure time.
• Your flight is rescheduled to arrive at your destination more than three hours later than the original scheduled arrival time.
• You're rescheduled to travel on an itinerary which includes a departure from or an arrival at an airport that is different from the airport(s) on your original itinerary.
• You’re rescheduled to travel on an itinerary with more stopovers than the original.
• You’re assigned to a different seat in a lower cabin.

Prompt ticket refunds

Air Canada will provide prompt ticket refunds to your original payment method. This includes refunding fees charged to you for optional services that you were unable to use due to flight cancellation or delay of three hours or more. There is no processing fee for issuing a refund.

Alternatively, you can store your ticket’s value through one of our credit options. Restrictions, conditions, or limitations on travel credits may apply.

For flights to and from the U.S, we will try our best to process refunds within 7 business days for credit card purchases and within 20 calendar days for other forms of payment.

Learn more about our Refund & Cancellation Policy.

Information during flight disruptions

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

On the departure day, if a flight is delayed or cancelled, 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 flight departure time 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 present information about delays and cancellations.

Find out more about flight notifications and the status of your flight.

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

Baggage delivery

We work hard to make sure your checked baggage arrives with you. If your checked baggage is delayed, we will make every reasonable effort to deliver it within 24 hours. You are also eligible to receive compensation for reasonable expenses that result due to baggage delivery delay. You must advise an Air Canada, Air Canada Rouge or Air Canada Express agent at the airport 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 all itineraries within Canada, as well as to most international 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 receipts. See more information on delayed and damaged baggage, or review our domestic tariff and international tariffs (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.

Accessibility services

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 tariff and our international tariff (Rules 40 and 45).

Refunds related to accessibility

A passenger with a disability and any of their travel companions on the same reservation who choose not to fly are eligible for a refund if:

• There is a change in accessibility features needed by a passenger with a disability due to a change in seating arrangement or aircraft.
• There is a change in the connection airport(s).

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

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) and checked in for your flight at least sixty (60) minutes prior to the scheduled departure of your flight, or earlier if a greater time limit is specified as a check-in deadline;
• You have failed 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 time¹, 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 and PAL Airlines.

¹ Exceptions may apply.

Disclosing key information

Information about our policies and procedures is available on our website. You can also reach out to us or speak to one of 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 lavatories available on Our Fleet page, our accessibility services hub or by contacting us directly.
• Aeroplan: Air Canada's loyalty program. Learn more about Aeroplan, including terms and conditions.
• Air Canada’s refund policy.

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.

Refer to our Children and Travel hub for details.

You can also consult our General Terms and Conditions of Carriage for more information.

Official languages

We believe in offering service to our customers in their official language of choice. Air Canada's goal is to make sure that every customer gets the most consistent, enjoyable and safe travel experience, leaving them with a lasting positive impression.

Please refer to Air Canada’s Linguistic Action Plan for more information.

Customer feedback

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

If you’re calling from outside Canada or the U.S., visit our international directory.

Denied boarding

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 and PAL Airlines.