Originally Posted by
Orvieto
Hello,
I'm seeking some insight for those of you who have experience with the Air Canada flight expense and compensation process.
Our flights from GVA to YUL were cancelled on 2025-01-5 and we were rebooked on a flight the next day 26 hours later. The original reason for cancellation given in by email was crew scheduling issues, with a caveat that their root cause analysis could change.
Looking at the flight history, it looks like the incoming flights YUL to GVA on the 2025-01-5 and 2025-01-4 were both cancelled, and they put on an extra flight to and from GVA on the 6th. We were on that extra flight.
I waited a few days for the compensation eligibility self serve tool to update, but after three days it stated that my ticket and last name didn't match anything in their records, (prior to that the ticket and name were recognized, but the cancellation was under review). I went ahead and submitted a claim via their CRM portal.
AC very quickly replied with an agreement to fully compensate me for my expense claim (hotel and meals for the additional day). It's unclear to me whether that's the end of the matter for AC or whether the claim for compensation is still being reviewed. I assumed it was all part of the same process, but perhaps I've missed a step and I should have applied for compensation separately.
Should I just accept their expense reimbursement and wait for their decision on compensation or is it time to start calling and emailing? Does accepting the expense reimbursement somehow close the case in ACs system?
Since your trip began in an EEA country that is obligated to follow EU laws (i.e. Switzerland) you are owed compensation under EU261 as crew scheduling is considered within the control of the airline and not safety related under EU law. Indeed pilots have passed away moments before a flight with courts in Europe considering it
not extraordinary and thus eligible for compensation under EU261. So this is your best course of action. In theory you could alternatively claim under Canada's APPR, the amount of compensation would depend on how delayed you were (i.e. the difference between when you arrived at your final destination in Canada versus the scheduled time). If it's more than 9 hours they are on the hook for $1000 CAD in compensation. Personally, though, I would recommend pursuing the EU261 route even if you qualify for the higher $1000 CAD compensation under APPR. The reason being is that Air Canada will fight you and drag out the whole process for crew scheduling, and I say that from experience. It took me over 2 years for them to agree to compensate me $1,000 due to a delay I had flying Sydney to Saint John back in 2022, and I'm still doubtful they'll compensate even though I've got an order from them compelling them to do so. Under the EU scheme it's a different matter, things are open and shut with very few loopholes. Oh and if airlines try to drag you around the way Air Canada does, they are on the hook for huge fines.
So what would I do? I would go to the AC contact us site (
linked here). I'd click the link for post travel then the link for receipt requests. In the tool I'd click General Concerns, then click At the Airport from the list and then other. I'd then fill in your name and the flight details. Once that is done you'll be able to type a message for Air Canada. Under subject enter EU261 Compensation Request. Under message, describe the disruption you experienced and that you are claiming compensation of 600 Euros pursuant to EU261 as this trip originated from an EEA airport (Geneva).
-RooFlyer88