Faced with multiple flight delays and cancellations at airports across the country, the Canadian Transportation Agency (CTA) reminded passengers of the often overlooked rights of passengers in these situations.
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“When an airline delays or cancels a flight, what you are entitled to depends on how much control your airline has over the delay or cancellation,” it says.
For any situation, the company must however specify the reason for which the flight suffered a delay or cancellation, the assistance it must provide, the possible compensation, but also the recourse which could be exercised with of the OTC.
With regard to assistance, this must be provided if the flight is delayed for three hours or more and does not ultimately take place, but also if the passenger has waited for two hours or more at the airport after the departure time indicated on the original ticket.
This aid is only valid, however, if “the disruption to the flight is attributable to the airline or attributable to the airline but necessary for safety reasons”.
At this time, the carrier must offer food and drink (or vouchers for this purpose), access to means of communication and hotel accommodation if the flight is delayed to next morning.
A new reservation must also be offered “in any situation” if the original flight is delayed by three hours or more, or even canceled. A full or partial refund can also be offered under this condition and if the situation is due to the company.
“The amount of compensation you are due depends on the length of the delay on arrival at your destination and the size of the airline. You may be entitled to compensation even if the airline has refunded your ticket.
For problems related to baggage, the company must reimburse the costs if it has been damaged, delayed or lost. The reimbursement amount can be up to $2300 for replacement items.