New refund regulations are coming

On September 8, 2022, new refund requirements will go into effect for flights that are cancelled or have long delays due to a situation outside the airline’s control.

The regulations will apply to flights taken on or after September 8, 2022.

Clear and timely communication of accurate information to passengers is critical to ensuring a positive passenger experience. Airlines must also make passengers aware of their rights before they fly.

They must:

  • inform you of their policies on delays, cancellations, denied boarding, lost or damaged baggage and the seating of children in a simple, clear way;
  • inform you about your rights and the remedies available;
  • provide the reason for a flight disruption in plain language without technical jargon;
  • provide regular status updates during delays; and
  • make sure that communication is accessible to persons with disabilities.

Resource Guide

Communicating Key Information to Passengers: A Guide explains passenger rights and airline obligations to communicate key information with passengers. These apply to flights to, from and within Canada, including connecting flights.

Reference: Airline obligations in this area are set out in the Air Passenger Protection Regulations.

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