Air Passenger Protection Regulations

Marginal note:Obligations when within carrier’s control

• 12 (1) Subject to subsection 10(2), this section applies to a carrier when there is delay, cancellation or denial of boarding that is within the carrier’s control but is not referred to in subsections 11(1) or (2).

• Marginal note:Delay

  (2) In the case of a delay, the carrier must

  • (a) provide passengers with the information set out in section 13;

  • (b) if a passenger is informed of the delay less than 12 hours before the departure time that is indicated on their original ticket, provide them with the standard of treatment set out in section 14;

  • (c) if the delay is a delay of three hours or more, provide alternate travel arrangements or a refund, in the manner set out in section 17, to a passenger who desires such arrangements; and

  • (d) if a passenger is informed 14 days or less before the departure time on their original ticket that the arrival of their flight at the destination that is indicated on that original ticket will be delayed, provide the minimum compensation for inconvenience in the manner set out in section 19.

• Marginal note:Cancellation

  (3) In the case of a cancellation, the carrier must

  • (a) provide passengers with the information set out in section 13;

  • (b) if a passenger is informed of the cancellation less than 12 hours before the departure time that is indicated on their original ticket, provide the standard of treatment set out in section 14;

  • (c) provide alternate travel arrangements or a refund, in the manner set out in section 17; and

  • (d) if a passenger is informed of the cancellation 14 days or less before the departure time that is indicated on their original ticket, provide the minimum compensation for inconvenience in the manner set out in section 19.

• Marginal note:Denial of boarding

  (4) In the case of a denial of boarding, the carrier must

  • (a) provide passengers affected by the denial of boarding with the information set out in section 13;

  • (b) deny boarding in accordance with section 15 and provide the standard of treatment set out in section 16 to passengers affected by the denial of boarding;

  • (c) provide alternate travel arrangements or a refund, in the manner set out in section 17; and

  • (d) provide the minimum compensation for inconvenience for denial of boarding in the manner set out in section 20.