Central Mountain Air Compensation
Welcome to your comprehensive guide to understanding your passenger rights with Central Mountain Air (CMA) under the Canadian Air Passenger Protection Regulations (APPR), enforced by the Canadian Transportation Agency (CTA). This guide details your entitlements for flight disruptions, baggage issues, tarmac delays, and special services, ensuring you’re fully informed about compensation and support when traveling with CMA within Canada, including its key routes in British Columbia and Alberta.
Passengers on Central Mountain Air flights within Canada can claim up to $500 CAD compensation for delays or cancellations, and up to $2,400 CAD for denied boarding under APPR.
Introduction to Central Mountain Air
Central Mountain Air, based in Smithers, British Columbia, is a regional airline serving Western Canada, with a focus on British Columbia and Alberta. Operating a fleet of Beechcraft 1900s, Dornier 328s, and Bombardier CRJs, CMA connects over 15 destinations, including Vancouver, Kelowna, Prince George, and Calgary. As a Small Carrier under the APPR, CMA ensures clear communication, fair treatment, and compensation for eligible disruptions, tailored to the needs of regional travelers.
Key Services
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Regional Network: Scheduled flights to small and medium-sized communities in Western Canada.
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Charter Services: Customized travel for groups and cargo.
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Accessibility: Prioritizes assistance for passengers with disabilities and unaccompanied minors.
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Commitment to APPR: Ensures timely updates, standards of treatment, and compensation for disruptions within its control.
Your Rights During Flight Delays
When a CMA flight is delayed by 2 hours or more:
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Provide Timely Updates: CMA must notify passengers within 30 minutes of a schedule change and every 30 minutes thereafter with the reason for the delay (e.g., mechanical issues, crew scheduling) via the online Flight Status tool, airport Flight Information Display screens, gate announcements, onboard updates, or email (to the address provided at booking or through a travel agency). Accessible communication is provided for passengers with disabilities. Updates continue until a new departure time or alternate arrangements are confirmed.
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Standards of Treatment: (within CMA’s control or required for safety, notified <12 hours before departure, after 2 hours past scheduled departure):
2+ Hours Delay:
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Meal vouchers for airport restaurants based on the time of day ($10 for breakfast, $12 for lunch, $17 for dinner; up to $39 daily if vouchers are unavailable).
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Access to communication (e.g., phone, Wi-Fi, CMA employee phone).
Overnight Delay:
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Hotel or comparable accommodation within a reasonable distance from the airport.
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Transportation to/from accommodation and the airport, unless it would further delay the passenger.
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Alternate Arrangements: (for delays of 3 hours or more):
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Within CMA’s Control (e.g., staff scheduling, IT outages): Free rebooking on the next available Central Mountain Air flight. If the airline cannot provide a confirmed reservation within a reasonable time, passengers must be rebooked on any available airline at no extra cost via a reasonable route. If no options meet your needs, CMA will hold the fare as a credit or issue a refund to the original payment method.
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Within CMA’s Control but for Safety (e.g., unexpected mechanical issues): Same rebooking options as above.
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Outside CMA’s Control (e.g., weather, air traffic control): Free rebooking on the next available Central Mountain Air flight. If the airline cannot provide a confirmed reservation within a reasonable time, passengers must be rebooked on any available airline at no extra cost via a reasonable route. If travel no longer serves a purpose, passengers are entitled to a refund to the original form of payment.
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Contact CMA’s Call Centre at 1-888-865-8585 for rebooking or refunds.
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Compensation for Delays
(within CMA’s control, not required for safety, notified ≤14 days):
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3-6 Hours: CAD 125
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6-9 Hours: CAD 250
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9+ Hours: CAD 500
Exclusions: No compensation for delays outside CMA’s control (e.g., snowstorms, security threats), if informed >14 days in advance, for non-public fares, or if compensated under another regime. For international flights, the Montreal Convention may provide up to 6,303 Special Drawing Rights (~CAD 11,600) for expenses.
Flight delayed with Central Mountain Air? You could claim up to $500 CAD compensation. Check eligibility in under 2 minutes — no win, no fee.
Your Rights During Flight Cancellations
When CMA cancels a flight:
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Prompt Notification: CMA must inform passengers of the cancellation reason (e.g., low demand, mechanical issues) within 30 minutes of the change via the online Flight Status tool, airport displays, gate announcements, onboard updates, or email. Accessible communication is provided for passengers with disabilities.
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Standards of Treatment: (within CMA’s control or required for safety, notified <12 hours before departure, after 2 hours past scheduled departure):
2+ Hours Delay:
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Meal vouchers ($10 breakfast, $12 lunch, $17 dinner; up to $39 daily if unavailable).
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Access to communication (e.g., phone, Wi-Fi, CMA employee phone).
Overnight Delay:
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Hotel or comparable accommodation within a reasonable distance from the airport.
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Transportation to/from accommodation and the airport.
Alternate Arrangements:
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Within CMA’s Control or for Safety: Free rebooking on the next available Central Mountain Air flight. If the airline cannot provide a confirmed reservation within a reasonable time, passengers must be rebooked on any available airline at no extra cost via a reasonable route. If no options meet your needs, CMA will hold the fare as a credit or issue a refund to the original payment method.
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Outside CMA’s Control or Weather: Free rebooking on the next available Central Mountain Air flight. If the airline cannot provide a confirmed reservation within a reasonable time, passengers must be rebooked on any available airline at no extra cost via a reasonable route or a credit for unused segments. If travel no longer serves a purpose, passengers are entitled to a refund to the original form of payment.
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Contact CMA’s Call Centre at 1-888-865-8585 for rebooking or refunds.
Compensation for Cancellations
(within CMA’s control, not required for safety, notified ≤14 days):
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3-6 Hours Delay: CAD 125
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6-9 Hours Delay: CAD 250
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9+ Hours Delay: CAD 500
Exclusions: No compensation for cancellations due to extraordinary circumstances (e.g., natural disasters, NOTAMs), safety requirements, or if denied boarding compensation was received. Submit claims within one year.
Your Rights During Missed Connections
If a CMA delay or cancellation causes a missed connection:
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Communication: Regular updates via the Flight Status tool, airport displays, gate announcements, or email about the missed connection and next steps, with accessible communication for passengers with disabilities.
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Standards of Treatment (within CMA’s control or required for safety, notified <12 hours before departure, after 2 hours past scheduled departure):
2+ Hours Delay:
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Meal vouchers ($10 breakfast, $12 lunch, $17 dinner; up to $39 daily).
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Access to communication (e.g., phone, Wi-Fi, CMA employee phone).
Overnight Delay:
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Hotel or comparable accommodation within a reasonable distance from the airport.
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Transportation to/from accommodation and the airport.
Alternate Arrangements:
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Free rebooking on the next available Central Mountain Air flight. If the airline cannot provide a confirmed reservation within a reasonable time, passengers must be rebooked on any available airline at no extra cost via a reasonable route. If no options meet your needs, CMA will hold the fare as a credit or issue a refund to the original payment method. If travel no longer serves a purpose, passengers are entitled to a refund to the original form of payment.
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If you hold a through ticket and choose not to continue, CMA will provide a return flight to your point of origin at the earliest opportunity and refund unused segments. Passengers may be entitled to a refund for the unused portion of their ticket if travel no longer serves a purpose. Contact CMA’s Call Centre at 1-888-865-8585.
Compensation for Missed Connections
(within CMA’s control, not required for safety):
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3-6 Hours Delay: CAD 125
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6-9 Hours Delay: CAD 250
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9+ Hours Delay: CAD 500
Exclusions: Compensation applies only if CMA is responsible. No compensation for weather, security issues, or if compensated elsewhere. Submit claims within one year via the CMA Customer Care form.
Additional Notes: For codeshare flights, the operating carrier handles compensation and rebooking. Contact CMA for assistance with partners.
Your Rights During Denied Boarding
If involuntarily denied boarding due to overbooking:
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Immediate Communication: CMA must explain the reason (e.g., oversold flight) and provide a Denied Boarding Passenger Information sheet outlining your rights, via gate agents or written notices, with accessible communication for passengers with disabilities.
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Volunteer Process: CMA will seek volunteers to relinquish seats in exchange for a CAD 200 travel credit voucher or CAD 100 cash (cheque), plus a confirmed seat on a later flight. Volunteers are not entitled to compensation.
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Standards of Treatment (within CMA’s control or for safety, before boarding alternate flight):
2+ Hours Delay:
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Meal vouchers ($10 breakfast, $12 lunch, $17 dinner; up to $39 daily).
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Access to communication (e.g., phone, Wi-Fi, CMA employee phone).
Overnight Delay:
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Hotel or comparable accommodation within a reasonable distance from the airport.
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Transportation to/from accommodation and the airport.
Alternate Arrangements:
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Within CMA’s Control or for Safety: Free rebooking on the next available Central Mountain Air flight. If the airline cannot provide a confirmed reservation within a reasonable time, passengers must be rebooked on any available airline at no extra cost via a reasonable route. If no options meet your needs, a refund for unused ticket portions is available.
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Outside CMA’s Control: Passengers must be rebooked on the next available flight at no extra cost or offered a full refund if travel no longer serves a purpose.
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Contact CMA’s Call Centre at 1-888-865-8585.
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Priority for Boarding: Priority is given to passengers with disabilities and their attendants/service animals, passengers traveling for medical purposes, unaccompanied minors, and passengers traveling due to a family member’s death or illness. Boarded passengers are not removed except for safety reasons.
Compensation for Denied Boarding
(within CMA’s control, not required for safety):
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3-6 Hours Delay: CAD 900.
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6-9 Hours Delay: CAD 1,800.
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9+ Hours Delay: CAD 2,400.
Exclusions: No compensation if denied for safety, security, lack of travel documents, or non-compliance with check-in rules. Claims must be filed within one year.
Your Rights for Baggage Issues
For lost, delayed, or damaged baggage:
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Prompt Communication: Notify CMA airport staff within 1 hour of arrival to file a Baggage Irregularity Report. Updates are provided via CMA’s baggage tracking system.
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Compensation:
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Lost or Damaged Baggage: Up to 1,519 Special Drawing Rights (~CAD 2,800) upon submission of receipts, or repair/replacement of the bag or a travel voucher.
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Delayed Baggage: Reimbursement for reasonable interim expenses upon submission of receipts. Baggage delayed 21 days is considered lost.
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Baggage Fee Refund: Full refund of baggage fees for lost, delayed, or damaged bags.
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Process:
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Report delayed baggage within 7 days, damaged baggage within 7 days of receipt, using the CMA Customer Care form. Include name, contact information, flight details, claim explanation, baggage tag photos, and damage photos.
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Submit claims to the Central Mountain Air Customer Care Department
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Court action for lost/damaged baggage must be filed within 2 years.
Additional Notes: CMA is not liable for damage due to normal wear, inherent defects, or improper packing. Do not pack valuables in checked baggage. Check CMA’s baggage policy for restrictions.
Tarmac Delays
Your Rights During Tarmac Delays
For tarmac delays at Canadian airports after doors close for takeoff or after landing:
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Communication: Updates every 30 minutes via onboard announcements or the Flight Status tool, with accessible communication for passengers with disabilities.
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Care After 90 Minutes:
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Adequate snacks and water based on delay length and time of day.
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Access to working lavatories (if equipped).
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Adequate medical attention if needed.
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Communication with people outside the aircraft (where feasible).
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Medical assistance if needed.
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Disembarkation: After 3 hours, passengers can disembark unless takeoff is imminent within 45 minutes and standards of treatment are maintained. Priority disembarkation for passengers with disabilities and their attendants/service animals.
Exclusions: Disembarkation may not be possible due to safety, security, air traffic control, or customs issues.
Stuck on the runway with Central Mountain Air? You still have passenger rights under APPR. Check your eligibility now — fast and free.
Reimbursement of Expenses
Your Rights for Reimbursement of Expenses
When CMA causes flight delays, cancellations, or delayed baggage within their control:
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Eligible Expenses: Reasonable costs for essentials (e.g., meals, toiletries, clothing) due to delays over 2 hours (notified <12 hours), cancellations (notified <14 days), or delayed baggage. Expenses must exclude alcohol and luxury items.
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Submission Process: Submit the official itemized receipts from the vendor along with the expense details when submitting the compensation claim form on our website.
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Standards of Treatment: Reimbursement for reasonable expenses (e.g., meals for 2+ hour delays, hotel/transport for overnight delays) if not provided by CMA.
Reimbursement Limits
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Delayed Baggage: Reimbursement for reasonable interim expenses upon submission of receipts.
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Flight Delays/Cancellations: Up to $39 daily for meals ($10 breakfast, $12 lunch, $17 dinner) if vouchers are unavailable.
Note: Expenses due to uncontrollable events (e.g., weather, air traffic control) are not reimbursable. Escalate unresolved claims to the CTA (www.otc-cta.gc.ca, 1-888-222-2592).
