Air passenger rights you have to know about

What should you do if your flight is delayed or cancelled, or your baggage is lost or damaged? What are your air passenger rights?

There are three types of rules the airlines must follow:

1. The rules set by the Canadian Transportation Agency (CTA) in the Air Passenger Protection Regulations that cover flights to, from and within Canada, including connecting flights.
2. The rules set by the International Civil Aviation Organization’s Montreal Convention.
3. The rules set out by the airlines in their terms and conditions listed in their Tariff, which is the contract between you and the airline when you buy a ticket.

However, before going to their obligations let’s talk about your responsibilities.

Your responsibilities

• Any time you buy an airline ticket you should carefully review the details.
• It is now more important than ever to arrive at the airport early.
• Travel document requirements should be updated well ahead of time (e. g. passport, visas, etc.)
• Register for text alerts with your airline to stay informed of flight changes and cut-off times.

If you miss these deadlines and are refused transportation, the airline’s obligations are set out in its tariff – the contract of carriage between the passenger and the airline, which contains the terms and conditions that apply to your ticket.

You may be refused if

You may be refused transport on a flight if you do not meet the airline’s requirements and deadlines to:

• Present valid travel documents at the airport
• Check in at the terminal
• Register and drop off your baggage
• Pass through the security screening checkpoints
• Arrive at the boarding gate before the airline cut-off time

Failure to meet all these requirements (even if the reason was due to long lines and congestion) may result in the airline not allowing you to travel, even if you hold a valid ticket.

Flight delays and cancellations

In the event of a flight delay or cancellation, the airline must:

• inform you about your rights and the remedies available
• provide the reason for the disruption
• give regular status updates during delays

Depending on the reason for the flight delay or cancellation, an airline has minimum obligations to passengers that could include standards of treatment, rebooking or refunds, and compensation for inconvenience.

Lost, damaged or delayed baggage

You must submit a claim in writing with the airline:

• within 7 days after receiving your damaged baggage
• within 21 days after receiving your delayed baggage for travel on an international itinerary
• as soon as possible for delayed baggage for travel on a domestic itinerary
• as soon as possible for baggage that is considered lost

Failure to submit a claim within the set time limits could result in the carrier denying your claim.

Tarmac delays

A tarmac delay at departure begins after the doors of the aircraft are closed for take-off. A tarmac delay on arrival begins after the flight has landed. Passengers have specific rights in a tarmac delay situation. Airlines must provide them with certain amenities while they wait on board the aircraft.

Seating of children under 14 with parent or guardian

Airlines must, at the earliest opportunity and at no extra cost, take steps to seat children under the age of 14 beside or near their parent, guardian or tutor, depending on their age.

Unaccompanied minors

Most major airlines accept unaccompanied children for a fee and will escort them from check-in through to their arrival at the destination airport. Be sure to consult your airline’s terms and conditions before booking a flight for an unaccompanied minor.

Transportation of musical instruments

Airlines must include in their tariffs the terms and conditions of carriage regarding the transportation of musical instruments as checked or carry-on baggage. This includes:

• weight, size and quantity restrictions
• cabin overhead bin or under seat storage options
• options in the event of aircraft downgrading
• fees for transporting musical instruments

Source: https://rppa-appr.ca/eng/know-your-rights