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Passenger Rights and Recourses

Claire Thomas
Updated

If a passenger is denied boarding, their flight is cancelled or delayed for at least two hours, or their baggage is lost or damaged, they may be entitled to specific standards of treatment and compensation under the Air Passenger Protection Regulations. For more information about passenger rights in Canada, please visit the Canadian Transportation Agency’s Air Passenger Protection website

 

In this article:

Air Passenger Protection Regulation Overview

Air Passenger Protection Regulation (APPR) was developed by the Canadian Transportation Agency (CTA) to establish airline obligations toward passengers, including minimum compensation levels and standards of treatment in different circumstances. The regulations set out airlines' obligations to passengers for the following, but not limited to:

  • Communication
  • Delayed or cancelled flights
  • Denied boarding
  • Tarmac delays
  • The seating of children under the age of 14
  • Lost, delayed, or damaged baggage

For more information about passenger rights, please visit the Canadian Transportation Agency’s website at Air Passenger Protection Regulations.

 

Flight Disruptions

In line with guidelines set out by the Air Passenger Protection Regulations, passengers may be entitled to compensation and/or reimbursement of incurred expenses due to eligible flight interruptions.

Note: Flair meets the definition of a Large Carrier under the Air Passenger Protection Regulations.

Compensation and/or reimbursement of incurred expenses will be considered if the following apply:

  • The passenger was on a Flair-operated flight flying from, to, or within Canada.
  • The passenger's flight was delayed or cancelled for reasons within Flair's control.
  • The passenger was informed 14 days or less before the departure time shown on their original ticket that the arrival at their destination would be delayed or cancelled.

If the flight disruption was within Flair’s control and not required for safety, passengers may be eligible for standards of treatment and compensation based on the type of disruption.

If the flight disruption was within Flair’s control and required for safety, passengers may be eligible for standards of treatment based on type of disruption. APPR does not cover compensation for safety-related disruptions.

If the flight disruption was uncontrollable, there are no standards of treatment or compensation. We offer rebooking and refund options.

Standards of Treatment

Should passengers incur out-of-pocket expenses for an eligible trip interruption, they may submit a request for possible reimbursement. Itemized receipts are required to be considered for reimbursement.

Flair reviews requests for reasonable expenses that qualify within our guidelines:

  • Hotel costs: When Flair cannot secure a hotel room during an eligible flight delay or cancellation, we will review receipts for reimbursement. Please note that we will not offer reimbursement for the following:
      • In-room movie costs
      • Tips/gratuities
      • Long-distance telephone charges
  • Meals: If meal vouchers are unavailable during an eligible flight delay or cancellation, Flair will review receipts for reimbursement. Please note that we will not reimburse for the following:
      • Alcoholic beverages
      • Tips or gratuities
  • Transportation: If Flair or the secured hotel does not provide transportation during an eligible flight delay or cancellation, we will reimburse the cost of transportation between the airport and the hotel.

 

Ineligible Expenses

Flair does not reimburse expenses such as, but not limited to:

  • Cellular roaming charges
  • Missed events, cruises or hotels
  • Lost wages
  • Kennel fees
  • Missed connections to non-partner airlines

Submitting a Claim for Reimbursement

If a passenger's flight interruption meets the eligibility criteria, claims can be submitted on our website at Submit a request – Flair Help Center

Helpful tips:

  • Ensure the information entered matches the details on the affected booking exactly, as requests submitted with incorrect information will not be processed.
  • To comply with Privacy Laws, provide the email address used when the original booking was made.

Once a compensation claim has been submitted, passengers can expect a response within 30 days. Payment for approved claims will be sent to the email address provided, with options for receiving the funds electronically or via a travel voucher.

 

Compensation Amounts

Airlines must provide compensation for the inconvenience of disrupted travel if the disruption is within the control of the airline and not related to safety.

The amount of compensation will depend on how long a passenger’s arrival has been delayed:

  • from 3 to 6 hours, their maximum compensation is $400
  • from 6 to 9 hours, their maximum compensation is $700
  • over 9+ hours, their maximum compensation is $1,000

 

Denied Boarding

Denied boarding occurs when fewer seats are available on a flight than passengers who have checked in, arrived at the gate on time for boarding, and present valid travel documentation and identification.

When passengers are denied boarding involuntarily, and the reason is within the airline's control but not safety-related, they are entitled to a specific standard of treatment, rebooking, and possible refund and/or compensation.

Within Airline's Control means:

  • Overbooking by the airline.
  • Changes in plane size for commercial reasons or due to scheduled maintenance.

A denied boarding form must be filled out completely by both the airport agent and the passenger.

The amount of compensation will depend on how long a passenger’s arrival has been delayed:

  • from 0 to 6 hours, their maximum compensation is $900
  • from 6 to 9 hours, their maximum compensation is $1,800
  • over 9+ hours, their maximum compensation is $2,400

 

Lost, Delayed, or Damaged Baggage

For information and assistance with mishandled baggage, please visit Flair's Baggage Services page at baggage services

 

Tarmac Delays

When a tarmac delay occurs, we must provide affected passengers access to communication (if feasible), reasonable quantities of food and drink (non-alcoholic), access to working lavatories, and adequate heating, cooling, and ventilation.

If a passenger requires medical assistance, Flair will assist in obtaining medical assistance.

With some exceptions, the airline must let passengers disembark when an aircraft is delayed on the tarmac at a Canadian airport for over three hours. Flair will allow passengers with disabilities to leave the aircraft first, along with their support persons, service animals, or emotional support animals. Passengers with disabilities will be consulted to determine whether they want to disembark first.

Exceptions:

  • Airlines are not required to let passengers disembark at the three-hour mark if take-off is imminent, and they can meet all the necessary standards of treatment previously listed until take-off.
  • “Take-off is imminent” means it is the reasonable opinion of the pilot in command that take-off will occur no later than 3 hours and 45 minutes after the start of the tarmac delay (i.e. when aircraft doors are closed).
  • Airlines are also not required to provide passengers the opportunity to disembark if they are prevented by reasons beyond their control (e.g., safety, security, air traffic control, availability of a deplaning method (gates or stairs), availability of a safe area to deplane to or for customs reasons).

 

Family Seating

For information on family seating, please visit us at Family Seating – Flair Help Centre

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