CAA's Air Passenger Help Guide: What You Need To Know For Safety And Security

Flight cancelled at the last minute? It’s a scenario no traveller wants. You get to the airport, navigate check-in and security, arrive at your gate on time—and find out your flight has been delayed for hours or, worse, cancelled altogether. Don’t stress! You might not be able to prevent the occasional flight cancellation, but there are resources and actions you can take that will help ensure a flight cancellation won’t stop you in your tracks. Here’s how to salvage your trip and get the compensation you may deserve.

KNOW YOUR RIGHTS: Canada’s federal rules on air passenger rights are complicated and long—running more than 60 pages. This is why CAA created the Air Passenger Help Guide. It’s easy to use, contains plain language, and in five clicks or less, it can help you find the information you need. Bookmark this page in your browser before you head out on vacation. Visit airpassengerhelpguide.ca to learn more.

BACKGROUND: Since 2019, thanks to the advocacy of organizations such as CAA, the Canadian Transportation Agency’s Air Passenger Protection Regulations have helped ensure that passengers travelling to, from, and within Canada are fairly compensated for flight delays and cancellations when the airline is at fault. These regulations are often referred to as “the air passenger bill of rights.” Since then, improvements have been made that have benefited air travellers. Some of those include being better compensated for lost or damaged baggage and better informed of flight delays and cancellations.

In December 2024, proposed new air passenger protection rules were announced by the Government of Canada. CAA supports the following that will help air travellers:

• Compensation for all disruptions initiated by the airline, unless listed specifically as an “exceptional circumstance” beyond the carrier’s control, such as a natural disaster affecting an airport. 

• The airline must arrange for any child under the age of 14 to be seated next to their parent or guardian free of charge, rather than just nearby. 

• Air travellers will now have the right to hotels and meals in the first 72 hours of a delay of 2 hours or more, regardless of the cause, even in exceptional circumstances.

• Passengers will have guaranteed access to a refund when an airline cancels or delays a flight by 3 hours or more if they choose to no longer travel. The refund will be due within 15 days instead of the current 30 days.

CAA will continue advocating to push interests of air travellers. Learn more about CAA’s recommendations for the next round of meetings here.

If you’re travelling on an airline outside of Canada, keep in mind that air passenger rights vary from country to country. The International Air Transport Association provides links to air passenger rights organizations in several regions and to a directory of Civil Aviation Authorities around the world.

Helpful Advice From CAA Travel

Follow these best practices from Terry Kaszas, CAA Saskatchewan’s general manager of travel services, to help ensure that a last-minute flight cancellation won’t derail your travel plans.

• INVEST IN TRAVEL INSURANCE: Before you go on your trip, it’s essential to purchase travel insurance, says Kaszas. “Once you have that, you’re locked and loaded in case something unforeseen happens.” Travel insurance can make it easier to find another flight or receive compensation.
• ARRIVE EARLY: If you’re travelling for a time-sensitive event, such as a wedding, plan to arrive at least a day ahead of time. “Give yourself a bit of a buffer if you can,” Kaszas suggests.
• PACK SMART: Kaszas’ advice is to pack your carry-on with “true essentials”—fully charged tech such your cell phone, iPad or laptop, extra chargers, a couple of days’ change of clothes, medication (in the original containers), and valuables. And bring along some entertainment, too. “Take a good book, download movies or TV shows, and go with the flow.”

CAA Travel Consultants are experienced and knowledgeable experts. They can help with travel planning, purchasing travel insurance and trip interruption, plus assist with flight cancellations and delays, and more!