Air Passenger Protection Regulations

Marginal note:Alternate arrangements — within carrier’s control

• 17 (1) If paragraph 11(3)(c), (4)(c) or (5)(c) or 12(2)(c), (3)(c) or (4)(c) applies to a carrier, it must provide the following alternate travel arrangements free of charge to ensure that passengers complete their itinerary as soon as feasible:

  • (a) in the case of a large carrier,

    • (i) a confirmed reservation for the next available flight that is operated by the original carrier, or a carrier with which the original carrier has a commercial agreement, is travelling on any reasonable air route from the airport at which the passenger is located to the destination that is indicated on the passenger’s original ticket and departs within nine hours of the departure time that is indicated on that original ticket,

    • (ii) a confirmed reservation for a flight that is operated by any carrier and is travelling on any reasonable air route from the airport at which the passenger is located to the destination that is indicated on the passenger’s original ticket and departs within 48 hours of the departure time that is indicated on that original ticket if the carrier cannot provide a confirmed reservation that complies with subparagraph (i), or

    • (iii) transportation to another airport that is within a reasonable distance of the airport at which the passenger is located and a confirmed reservation for a flight that is operated by any carrier and is travelling on any reasonable air route from that other airport to the destination that is indicated on the passenger’s original ticket, if the carrier cannot provide a confirmed reservation that complies with subparagraphs (i) or (ii); and

  • (b) in the case of a small carrier, a confirmed reservation for the next available flight that is operated by the original carrier, or a carrier with which the original carrier has a commercial agreement, and is travelling on any reasonable air route from the airport at which the passenger is located to the destination that is indicated on the passenger’s original ticket.

• Marginal note:Refund

  (2) If the alternate travel arrangements offered in accordance with subsection (1) do not accommodate the passenger’s travel needs, the carrier must

  • (a) in the case where the passenger is no longer at the point of origin that is indicated on the ticket and the travel no longer serves a purpose because of the delay, cancellation or denial of boarding, refund the ticket and provide the passenger with a confirmed reservation that

    • (i) is for a flight to that point of origin, and

    • (ii) accommodates the passenger’s travel needs; and

  • (b) in any other case, refund the unused portion of the ticket.

• Marginal note:Comparable services

  (3) To the extent possible, the alternate travel arrangements must provide services that are comparable to those of the original ticket.

• Marginal note:Refund of additional services

  (4) A carrier must refund the cost of any additional services purchased by a passenger in connection with their original ticket if

  • (a) the passenger did not receive those services on the alternate flight; or

  • (b) the passenger paid for those services a second time.

• Marginal note:Higher class of service

  (5) If the alternate travel arrangements provide for a higher class of service than the original ticket, the carrier must not request supplementary payment.

• Marginal note:Lower class of service

  (6) If the alternate travel arrangements provide for a lower class of service than the original ticket, the carrier must refund the difference in the cost of the applicable portion of the ticket.

• Marginal note:Method used for refund

  (7) Refunds under this section must be paid by the method used for the original payment and to the person who purchased the ticket or additional service.