Canadian Air Passenger Rights: Denied Boarding
Being denied boarding on a flight, commonly known as being "bumped," can be a frustrating experience for any traveler. In Canada, the Air Passenger Protection Regulations (APPR) ensure that passengers who are involuntarily denied boarding receive fair compensation and proper treatment. These regulations, enforced by the Canadian Transportation Agency (CTA), outline clear rights for passengers to help them navigate this situation effectively.
What Constitutes Denied Boarding?
Denied boarding occurs when a passenger is not allowed to board a flight despite holding a valid ticket, having confirmed reservations, and meeting all check-in and boarding requirements. This often happens due to overbooking, but can also result from operational changes, security concerns, or other issues beyond the passenger's control.
1. Immediate Communication:
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Inform Passengers Promptly: Notify passengers immediately if they are denied boarding.
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Explain Reasons: Provide a clear explanation for the denial.
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Detail Rights: Offer detailed information about the passenger’s rights, including rebooking options and compensation.
2. Rebooking and Refund Options:
For passengers denied boarding:
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Rebooking: Airlines must rebook passengers on the next available flight to their final destination. This may involve booking on the same airline or a different carrier, without any additional charges.
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Refund: If rebooking is not suitable, passengers are entitled to a full refund for the unused portion of the ticket.
Passenger Rights and
Airline Responsibilities
3. Compensation for Denied Boarding:
Compensation depends on the length of the delay at the final destination and the size of the airline:
For Large Airlines:
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Delay of 0-6 hours: CAD 900
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Delay of 6-9 hours: CAD 1800
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Delay of 9 hours or more: CAD 2,400
For Small Airlines:
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Delay of 0-6 hours: CAD 500
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Delay of 6-9 hours: CAD 800
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Delay of 9 hours or more: CAD 1000
4. Standards of Care:
When passengers are denied boarding, airlines must provide:
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Food and Drink: Reasonable quantities of food and beverages if the delay due to denied boarding exceeds 2 hours.
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Accommodation: Free hotel accommodation or equivalent lodging and transportation to and from the hotel if the delay extends overnight.
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Communication Access: Access to communication tools such as free Wi-Fi or phone services to help passengers manage the delay.
5. Steps to Claim Compensation
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Document the Incident: Retain all relevant records, including tickets, boarding passes, and communications from the airline regarding the denial of boarding.
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Submit a Claim: Fill out the form on our website to submit a compensation claim.
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We Will Escalate if Necessary: If the airline's response is unsatisfactory, we will escalate your claim to the Canadian Transportation Agency for assistance.
Tips for Passengers
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Stay Informed: Regularly check your flight status and updates from the airline to anticipate any potential issues.
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Understand Your Rights: Familiarize yourself with the APPR guidelines to know your entitlements if you are denied boarding.
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Keep Detailed Records: Maintain comprehensive records of all travel-related documents and communications with the airline.
Exceptions to Compensation
Passengers are not entitled to compensation for denied boarding in the following situations:
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Voluntary Denial: When passengers voluntarily give up their seat in exchange for benefits or compensation offered by the airline.
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Safety and Security: When denied boarding is due to safety or security concerns, such as lack of proper documentation or inappropriate behavior.
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Non-Compliance: When passengers fail to comply with the airline’s check-in and boarding procedures.
The Air Passenger Protection Regulations in Canada provide robust protections for passengers denied boarding, ensuring they receive fair treatment and appropriate compensation. Understanding these rights helps passengers handle the situation effectively and ensures they receive the care and compensation they are entitled to.
