Go Back  FlyerTalk Forums > Miles&Points > Airlines and Mileage Programs > Air Canada | Aeroplan
Reload this Page >

Air Canada Compensation For Delayed/Cancelled Flights

Old Jul 11, 22, 9:44 pm
FlyerTalk Forums Expert How-Tos and Guides
Last edit by: Adam Smith
AC Delayed/Cancelled Flight Compensation Threads

There are several threads on compensation for delayed/cancelled flights operated by AC.

If your question is about which regime(s) you're eligible for compensation under, or which would be more favourable, this is the correct thread.

For information regarding APPR (Canadian regulations), please see: Claiming compensation from AC under APPR (Air Passenger Protection Regulations)

For information on claiming compensation under EU rules (a.k.a. EU261 or EC261), please see: Claiming EU261 Compensation from AC
Print Wikipost

Air Canada Compensation For Delayed/Cancelled Flights

Old Jul 11, 22, 9:01 pm
  #61  
 
Join Date: Sep 2009
Location: YYZ
Programs: AC S100K, SPG G, Hilton G,Nexus/GE, Amex MR Plat, Hyatt Plat,IHG Plat E
Posts: 4,226
Originally Posted by Ryan Harder View Post
I’m returning from my Honeymoon in Europe for two weeks and we were flying home from BRU-YUL-ORD yesterday Sunday July 10 in J using aeroplan points transferee from Amex with taxes and fees paid on my American version of the Platinum card.

To start, on the BRU-YUL segment my wife’s seat was deflated from the start and needed to be reset 3or 4 times to get some padding (not all, but some was eventually available after a few different attempts my the flight attendant).

What was supposed to be a 1.5 hr transfer in Montreal was then complicated when we were not allowed to go through US customs because my checked bag was not found, and the Air Canada rep in the transfer area wouldn’t allow us through without my bag being found. During this time our flight to ORD was delayed for 45 min which we thought was a blessing at the time as it allowed for more time to find my bag. Eventually the AC rep saw that our flight to ORD was boarding on her system and filled out a lost baggage form to give to US customs and my wife and I ran to our gate.

Once at our gate we found the flight was not boarding and it was delayed for an unknown time (it said on the board that the flight was departing at a time 10 minutes in the past without boarding started). Eventually we got on the plane, taxied off, and approached the runway only for the pilot to say their was an engine oil issue and we would need to return to the gate for maintenance to have a look. We got back, outside the gate and we’re told there aren’t a lot of airport workers to tow us into the gate and will be a while (thankfully only 10/15min). After some time we’re informed that there needs to be an airplane swap and everyone’s getting off the plane.

There is then confusion on whether or not there are crews to tow over a new plane (there weren’t) and then there was no gate announcement however the gate changed so we walked over to wait another hour or so. After a while longer we’re informed that our flight is canceled (assume due to crew timing out since all of the delays) and I ran (literally) to the maple leaf lounge to get rebooked on the next available flight, nearly 30 hrs after the initial flights scheduled time Monday night at 6pm.

We were then told that we had to find a gate agent to let us out of the airside part of the terminal but none of them would allow it and kept telling us to go to different gates in a circular manor. After about 10 of us in a similar position started to loudly protest and cause a scene were we allowed through to clear Canadian customs and collect our checked baggage.

I still had no clue where my bag was, but it took about 2 hrs until my wife’s bag came out and we called it quits since I was already provided a lost bag tracking number.

I book a hotel DT Montreal since we would have the whole morning and Called it a night without any of my clothes/toiletries however the Vogue Hotel was very accommodating and provided me with many amenities.

Fast forward to this afternoon, after a smoked meat sandwich from Schwartz, we didn’t want to miss our flight so arrived 4 hours early and cleared customs again. At this point we were tracking the inbound flight from DCA and see it’s about 20 min late - no big deal. We’re at the gate and there is an aircraft pulled in but are told it’s not our plane and need to wait for workers to tow it out and the departure time gets pushed another 15 minutes. Another 30 minutes go by and no update, and we see our aircraft from DCA is sitting in a holding apron. Abruptly we receive notice that our flight is canceled through the app and txt message with no communication from the gate. We luckily ran and were first in line again in the Maple leaf lounge and are now are on the 11am to ORD tomorrow morning.

We were given meal vouchers for the airport but all of the restaurants kitchens were closing and we’re bar only. Thankfully I was able to book a room at the Marriott on site and fingers crossed were able to get out tomorrow after over 50 hours of delays in Montreal.

The most baffling part this evening? We received an excuse email from AC that our flight was cancelled due to OHare weather even though it was 100% due to no staff to open gates up/ferry an aircraft.

After all of these airport and air canada problems what is my best recourse for compensation? I overheard man at the airport say canada has protection laws that require the airline to reimburse. Am I better off going that route or should I look to Amex platinum for trip interruption insurance?

Apologize for the poor writing but I’m exhausted and only have my phone to type on.
Yes, there are Canadian laws re compensation delays. However airlines seem to sometimes circumvent this by chalking up delays to weather or safety issues or factors out of their control.
I believe there are US laws for delays too and if you are domiciled there, probably best to claim in the US.
vernonc is offline  
Old Jul 11, 22, 9:14 pm
  #62  
FlyerTalk Evangelist
 
Join Date: Jan 2002
Location: Canada
Programs: UA*1K, BA Silver, AC35k
Posts: 22,653
Read up on EU261.
There have been rulings that EU261 covers the entire trip including onwards connections.

Otherwise I would not count on any AC compensation.

Hope you choose airlines differently next time.
YYCCL3 likes this.
rankourabu is offline  
Old Jul 11, 22, 9:26 pm
  #63  
FlyerTalk Evangelist
 
Join Date: Apr 2001
Location: MEL CHC
Posts: 19,668
As your BRU-YUL-ORD departed from Europe EC261 may apply, depending on the reason for the delay.
Airlines will try to claim the delay/delays were not there fault.
https://en.wikipedia.org/wiki/Flight...ion_Regulation
Mwenenzi is offline  
Old Jul 11, 22, 9:46 pm
  #64  
Moderator, Air Canada; FlyerTalk Evangelist
 
Join Date: Feb 2015
Location: YYC
Programs: AC SE MM, DL PM, WS Silver, BA Bronze, Marriott Titanium, Hilton/Radisson Gold, Accor Silver
Posts: 14,940
With the topic of compensation coming up more frequently these days, please note that I have consolidated a couple of recent threads on the topic here, and have created a wiki with links to threads with more specific information on standards and procedures under Canadian and EU regulations (APPR and EU261, respectively).

If any FTers wanted to flesh out wikis in the APPR and EU261 threads to make it a bit easier for other members to find information on these claims, that would be greatly appreciated.

Adam Smith
AC Forum Moderator
Bohemian1 likes this.
Adam Smith is offline  
Old Jul 12, 22, 7:08 am
  #65  
 
Join Date: Aug 2000
Location: Edmonton, AB, Canada
Programs: AC 50K, Hertz President’s Circle, Accor Platinum, Hilton Gold, Marriott Gold
Posts: 9,888
The delay reasons that are posted these days seem almost random or arbitrary. I don’t think there is any delay AC would actually accept responsibility for!!
gcashin and YYCCL3 like this.
Altaflyer is offline  
Old Jul 12, 22, 9:33 am
  #66  
 
Join Date: Apr 2016
Posts: 505
Originally Posted by Altaflyer View Post
The delay reasons that are posted these days seem almost random or arbitrary. I don’t think there is any delay AC would actually accept responsibility for!!
And there's a good chance the reason will change once you go actually submit your APPR claim.

The compensation eligibility checker tool changed my maintenance disruption into a "labour dispute". What labour dispute? Management disputes how much labour they need?
zappy312 is offline  
Old Jul 12, 22, 7:20 pm
  #67  
 
Join Date: Apr 2016
Posts: 505
The CTA has recently made and published some APPR decisions that found WestJet responsible for situations "out of their control", including weather, unavailable crew due to illness, or assorted delays (including unsubstantiated crew availability).

While the CTA is rivaling Air Canada for mediocre On Time Performance, if one isn't satisfied with the airline's response, the CTA offers Facilitation, Mediation, and Adjudication. While the first two are voluntary and somewhat informal, the final one puts the facts before the CTA for a binding decision. And it looks like the CTA hasn't accepted the airline's unsubstantiated excuses for delays.

(Mods, feel free to delete if my post is misplaced)
expert7700, YYCCL3 and D404 like this.
zappy312 is offline  
Old Jul 16, 22, 2:12 pm
  #68  
 
Join Date: Apr 2016
Posts: 505
It looks like the random excuse generator flight disruption compensation eligibility checker is no longer functional? The old link (https://sset.aircanada.com/) seems to now redirect to AC.com.
zappy312 is offline  
Old Jul 18, 22, 10:56 pm
  #69  
 
Join Date: Jun 2022
Posts: 20
Is "crew constraint due to COVID 19" a valid reason to receive compensation?
skiier97 is offline  
Old Jul 18, 22, 11:06 pm
  #70  
 
Join Date: Mar 2020
Programs: AC
Posts: 560
Originally Posted by skiier97 View Post
Is "crew constraint due to COVID 19" a valid reason to receive compensation?
Not according to Air Canada, but that is the class action I would gladly sign on to.
These days it is pretty much, " Your flight was subject to < mechanical issue, crew constraints, Covid regulations, ground crew issues, security issues or witches' curse> which is out of our control. If you are at the gate, "Here is a printed pamphlet which explains that we won't give you anything because it's out of our control. (Even though we have no idea what caused your particular delay)"
FlY2XS is offline  
Old Jul 18, 22, 11:07 pm
  #71  
 
Join Date: Jun 2022
Posts: 20
Originally Posted by FlY2XS View Post
Not according to Air Canada, but that is the class action I would gladly sign on to.
These days it is pretty much, " Your flight was subject to < mechanical issue, Covid regulations, ground crew issues, security issues or witches' curse> which is out of our control. If you are at the gate, "Here is a printed pamphlet which explains that we won't give you anything because it's out of our control. (Even though we have no idea what caused your particular delay)"
Which class action are you taking about?
skiier97 is offline  
Old Jul 18, 22, 11:11 pm
  #72  
 
Join Date: Mar 2020
Programs: AC
Posts: 560
I meant if it ever happens.
Only one I know of was last year related to Max reassignments.
I honestly believe that many delays are truly beyond AC control, but when NOTHING is now AC's fault, I call shenanigans.
FlY2XS is offline  
Old Jul 18, 22, 11:51 pm
  #73  
 
Join Date: Aug 2013
Location: YVR - MILLS Waypoint (It's the third house on the left)
Programs: AC*SE100K, wood level status in various other programs
Posts: 5,177
Originally Posted by skiier97 View Post
Is "crew constraint due to COVID 19" a valid reason to receive compensation?
I would assume that AC would say No - because COVID.

However the CTA recently ruled in favour of a pax who was delayed 21 hours after a cancellation/reschedule due to a crew shortage. Yes the airline was WS, but the following could equally apply to AC in some cases:

The Agency set out its interpretation for crew shortages. According to this interpretation:
  • Crew shortages are within the airline's control, unless the airline could not have prevented the flight disruption despite proper planning.
  • The threshold for establishing that a crew shortage is not within the airline's control is high, given that airlines generally have control over staffing issues, such as hiring, dispatching and training.
  • The airline must provide evidence showing that the crew shortage was not the result of its own actions or inactions.
  • Failing this, the disruption is considered within the airline's control for the purposes of the APPR.
In this example, the pax got $1,000 in compensation.

To say that this is evolving is an understatement and the CTA is hardly instant gratification. But, if you've got the time, it could be worth lodging a complaint (after AC formally rejects your claim).

Maybe if enough people do this, then AC will be more forthcoming with both their explanations and compensation.
canadiancow and YYCCL3 like this.
Bohemian1 is online now  
Old Jul 18, 22, 11:59 pm
  #74  
 
Join Date: May 2006
Location: Hoosier in Dubai
Programs: EK Gold, UA Platinum, Bonvoy Gold
Posts: 568
Originally Posted by Bohemian1 View Post
I would assume that AC would say No

Maybe if enough people do this, then AC will be more forthcoming with both their explanations and compensation.
Not sure where to file this complaint, can you provide a link?
JTPictureman is offline  
Old Jul 19, 22, 12:08 am
  #75  
Moderator, Air Canada; FlyerTalk Evangelist
 
Join Date: Feb 2015
Location: YYC
Programs: AC SE MM, DL PM, WS Silver, BA Bronze, Marriott Titanium, Hilton/Radisson Gold, Accor Silver
Posts: 14,940
Moderator note: a few recent posts on compensation have been moved from the delayed/cancelled flights thread.

Originally Posted by JTPictureman View Post
Not sure where to file this complaint, can you provide a link?
Please see the wiki for links to the threads with details of claiming compensation from AC under Canadian or EU rules.
Bohemian1 likes this.
Adam Smith is offline  

Thread Tools
Search this Thread