Know your rights
You have rights when you fly. The Canadian Transportation Agency (CTA) developed the Air Passenger Protection Regulations to set minimum airline obligations toward passengers.
What you need to know about delays, cancellations and missing baggage
Find out what you should do, and what your rights are
- if your flight is delayed or cancelled
- if your flight is with a large or small airline
- if your baggage is lost, damaged or delayed
Peak travel times
- Airport congestion and flight issues
- Tips to ensure the airline boards you on your flight
Government of Canada — Travel Advice and Advisories
Know your rights
If you experienced a problem, you must first contact your airline to resolve it. If that does not work, you can file a complaint with us. The CTA processes complaints and settles disputes between travelers and airlines.
There are three types of rules the airlines must follow
- The rules set by the CTA in the Air Passenger Protection Regulations that cover flights to, from and within Canada, including connecting flights.
- The rules set by the International Civil Aviation Organization’s Montreal Convention.
- 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.
Flight delays and cancellations
Lost, damaged or delayed baggage
Denied boarding (Bumping)
Tarmac delays
Refusal to transport
Clear communications
Accessible transportation
Human rights and discrimination
Airline customer service departments
Seating of children under 14 with parent or guardian
Unaccompanied minors
Transportation of musical instruments
Tickets
Reservations
All-inclusive air price advertising
Other air traveller rights and information
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