Edelweiss Air Compensation
Welcome to your complete guide to Edelweiss Air compensation in Canada under the Canadian Air Passenger Protection Regulations (APPR), enforced by the Canadian Transportation Agency.
If your Edelweiss Air flight was delayed, cancelled, or overbooked, you could be entitled to up to $1,000 CAD compensation.
This guide explains your Edelweiss Air compensation rights in Canada, including delays, cancellations, denied boarding, baggage issues, and tarmac delays for flights to, from, or within Canada.
Introduction to Edelweiss Air
Edelweiss Air, a Swiss leisure airline and part of the Lufthansa Group, operates from its hub in Zurich (ZRH). As a Large Carrier under the APPR, it connects Canada with Europe and leisure destinations like the Caribbean, Asia, and Africa. Edelweiss Air adheres to the CTA’s APPR, EU Regulation 261/2004, and the Montreal Convention, ensuring clear communication, fair treatment, and compensation for eligible disruptions, as outlined in its General Conditions of Carriage.
Key Services
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Global Network: Connects Canada with Europe and leisure destinations via Zurich.
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Cabin Classes: Offers Economy, Economy Max, and Business Class with in-flight entertainment and dining.
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Miles & More: Earn and redeem miles for flights, upgrades, and partner services.
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Accessibility: Provides services for passengers with disabilities, unaccompanied minors, and pet transportation, compliant with Part 2 of the Accessible Transportation for Persons with Disabilities Regulations (ATDPR).
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Commitment to APPR and EU 261: Ensures timely updates, standards of treatment, and compensation for disruptions within its control, per its Conditions of Carriage.
Your Rights During Flight Delays
When an Edelweiss Air flight to, from, or within Canada is delayed by 2 hours or more:
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Prompt Communication: Edelweiss must provide updates as soon as feasible and at least every 30 minutes on the delay reason (e.g., mechanical issues, crew scheduling) via email, SMS, or the Edelweiss Air app, using the passenger’s provided contact details. Passengers must update contact information under “My Booking” at flyedelweiss.com. 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 Edelweiss’s control or required for safety, notified <12 hours before departure, after 2 hours past scheduled departure):
2+ Hours Delay:
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Food and drink in reasonable quantities based on wait time, time of day, and location.
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Access to communication (e.g., phone, email, Wi-Fi).
Overnight Delay:
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Hotel or comparable accommodation within a reasonable distance from the airport.
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Free transportation to/from accommodation and the airport.
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Alternate Arrangements: (for delays of 3 hours or more):
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Within Edelweiss’s Control or for Safety: Free rebooking within 9 hours on the airline or a partner airline. If this is not possible, rebooking must be provided as soon as possible on any available carrier.
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Outside Edelweiss’s Control (e.g., weather, air traffic control): Free rebooking within a reasonable time on the airline or a partner airline. If this is not possible, rebooking must be provided as soon as possible on any available carrier.
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Refunds: If travel no longer serves a purpose, a full refund for unused ticket portions and additional services (e.g., baggage fees, seat selection) is provided within 30 days, or return to your point of origin if not at your starting point. Refunds are issued to the original payment method. Contact Edelweiss via the Contact Form.
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Compensation for Delays
(within Edelweiss’s control, not required for safety, notified ≤14 days):
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3-6 Hours: CAD 400.
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6-9 Hours: CAD 700.
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9+ Hours: CAD 1,000.
Exclusions: No compensation for delays outside Edelweiss’s control (e.g., meteorological conditions, security threats), if informed >14 days in advance, for non-public fares, or if compensated under another regime (e.g., EU 261). For international flights, the Montreal Convention may provide up to 1,519 SDR (~CAD 2,800) for expenses.
Flight delayed with Edelweiss Air in Canada? You could claim up to $1,000 CAD compensation under APPR. Check your eligibility in under 2 minutes — no win, no fee.
Your Rights During Flight Cancellations
When Edelweiss Air cancels a flight to, from, or within Canada:
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Prompt Notification: Edelweiss must inform passengers of the cancellation as soon as feasible and within 30 minutes (e.g., operational decisions, safety issues) via email, SMS, or the Edelweiss Air app, using provided contact details. Accessible communication is provided for passengers with disabilities.
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Standards of Treatment: (within Edelweiss’s control or required for safety, notified <12 hours before departure, after 2 hours past scheduled departure):
2+ Hours Delay:
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Food and drink in reasonable quantities.
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Access to communication (e.g., phone, email, Wi-Fi).
Overnight Delay:
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Hotel or comparable accommodation within a reasonable distance from the airport.
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Free transportation to/from accommodation and the airport.
Alternate Arrangements:
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Within Edelweiss’s Control or for Safety: Free rebooking within 9 hours on the airline or a partner airline. If this is not possible, rebooking must be provided as soon as possible on any available carrier.
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Outside Edelweiss’s Control: Free rebooking within a reasonable time on the airline or a partner airline. If this is not possible, rebooking must be provided as soon as possible on any available carrier.
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Refunds: Full refund for unused ticket portions and additional services if travel no longer serves a purpose, or return to your point of origin if not at your starting point. Refunds are issued within 30 days. Contact Edelweiss via the Contact Form.
Compensation for Cancellations
(within Edelweiss’s control, not required for safety, notified ≤14 days):
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3-6 Hours Delay: CAD 400.
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6-9 Hours Delay: CAD 700.
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9+ Hours Delay: CAD 1,000.
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 an Edelweiss Air delay or cancellation causes a missed connection:
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Communication: Updates within 30 minutes via email, SMS, the Edelweiss Air app, or airport staff about the missed connection and next steps, with accessible communication for passengers with disabilities.
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Standards of Treatment (within Edelweiss’s control or required for safety, notified <12 hours before departure, after 2 hours past scheduled departure):
2+ Hours Delay:
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Food and drink in reasonable quantities.
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Access to communication (e.g., phone, email, Wi-Fi).
Overnight Delay:
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Hotel or comparable accommodation within a reasonable distance from the airport.
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Free transportation to/from accommodation and the airport.
Alternate Arrangements:
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Free rebooking within 9 hours (within the airline’s control) or within a reasonable time (outside the airline’s control). If this is not possible, rebooking must be provided as soon as possible on any available carrier.
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Refund for unused ticket portions and additional services if travel no longer serves a purpose, or return to your point of origin if not at your starting point. Contact Edelweiss via the Contact Form.
Compensation for Missed Connections
(within Edelweiss’s control, not required for safety):
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3-6 Hours Delay: CAD 400.
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6-9 Hours Delay: CAD 700.
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9+ Hours Delay: CAD 1,000.
Exclusions: Compensation applies only if Edelweiss is responsible. No compensation for weather, security issues, or if compensated elsewhere. Submit claims within one year via the Contact Form.
Additional Notes: For codeshare flights, the operating carrier handles compensation and rebooking. Contact Edelweiss for assistance with partners.
Your Rights During Denied Boarding
If involuntarily denied boarding due to overbooking or operational constraints:
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Immediate Communication: Edelweiss must explain the reason (e.g., oversold flight) and provide a written explanation of your rights via gate agents or written notices within 30 minutes, with accessible communication for passengers with disabilities.
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Volunteer Process: Edelweiss will seek volunteers to relinquish seats in exchange for negotiated benefits (e.g., travel vouchers, Miles & More credits), confirmed in writing before departure. Volunteers are not entitled to additional compensation.
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Standards of Treatment (within Edelweiss’s control or for safety, before boarding alternate flight):
2+ Hours Delay:
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Food and drink in reasonable quantities.
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Access to communication (e.g., phone, email, Wi-Fi).
Overnight Delay:
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Hotel or comparable accommodation within a reasonable distance from the airport.
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Free transportation to/from accommodation and the airport.
Alternate Arrangements:
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Within Edelweiss’s Control or for Safety: Free rebooking within 9 hours on the airline or a partner airline. If this is not possible, rebooking must be provided as soon as possible on any available carrier.
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Outside Edelweiss’s Control: Rebooking within a reasonable time on the airline or a partner airline. If this is not possible, rebooking must be provided as soon as possible on any available carrier.
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Refunds: Full refund for unused ticket portions if travel no longer serves a purpose, or return to your point of origin. Refunds are issued within 30 days.
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Boarding Priorities: Priority is given to: unaccompanied minors, passengers with disabilities and their support persons/service animals, families, and passengers previously denied boarding on the same ticket. Boarded passengers are not removed except for safety reasons.
Compensation for Denied Boarding
(within Edelweiss’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, non-compliance with check-in rules (per Edelweiss’s General Conditions of Carriage), or if rebooked on the same flight in a different seat. 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 an Edelweiss Air Baggage Tracing Desk or representative at the airport immediately to file a Property Irregularity Report (PIR, e.g., ZRHWK12345). Keep the PIR number and all flight documents (boarding pass, baggage claim tag). Updates are provided via the Baggage Tracing section.
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Compensation:
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Lost or Damaged Baggage: Up to 1,519 SDR (~CAD 2,800) per person under the Montreal Convention for international flights, plus refund of baggage fees. Baggage is considered lost after 21 days.
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Delayed Baggage: Compensation for reasonable interim expenses (e.g., toiletries, clothing) within 21 days of receiving the baggage, plus refund of baggage fees.
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Process:
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Report delayed baggage within 21 days, damaged baggage within 7 days, at the airport Baggage Tracing Desk, Service Counter, or via the Online Baggage Form.
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Submit claims with receipts via the Edelweiss Air customer service page.
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Court action for lost/damaged baggage must be filed within 2 years.
Additional Notes: Claims must exclude alcohol and luxury items. Edelweiss is not liable for damage due to inherent defects, improper packing, or security inspections.
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, email, or SMS, with accessible communication for passengers with disabilities.
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Care After 90 Minutes:
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Food and drink in reasonable quantities based on delay length and time of day.
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Access to working lavatories (if equipped).
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Proper ventilation, heating, or cooling.
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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 support persons/service animals.
Exclusions: Disembarkation may not be possible due to safety, security, air traffic control, or customs issues.
Reimbursement of Expenses
Your Rights for Reimbursement of Expenses
When Edelweiss Air 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 itemized receipts with expense details via the Customer Service page. Include passenger names, flight details, and bank details for payment.
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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 Edelweiss Air.
Reimbursement Limits
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Delayed Baggage: Up to 1,519 SDR (~CAD 2,800) for reasonable interim expenses, plus refund of baggage fees.
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Flight Delays/Cancellations: Reasonable expenses based on delay duration, location, and time of day.
Note: Expenses due to uncontrollable events (e.g., weather, air traffic control) are not reimbursable.
