Hundreds of flights cancelled between Canada and U.S.: your rights to refunds and compensation

TORONTO — Thousands of Canadian travellers are facing widespread disruption to their flights after the U.S. Federal Aviation Administration halted takeoffs across the United States on Friday because of a technical fault in communications and air traffic surveillance systems.

Although the halt has been lifted and flights have resumed, airlines are still working through the cancellations and delays that affected thousands of passengers.

The incident has raised important questions about passenger rights in Canada, particularly on rebooking and ticket refunds, and whether travellers can claim financial compensation or have hotel and meal costs covered.

According to The Canadian Press, passenger rights vary depending on the cause of the disruption and whether it was within or outside the airline's control.

Air Canada cancels 250 flights during the disruption

Air Canada announced the cancellation of about 250 flights, affecting roughly 27,000 passengers, after U.S. authorities suspended takeoffs for more than four hours.

Porter and WestJet also warned that restoring regular service could take the entire weekend.

The disruption caused congestion at airports, while some passengers had to look for alternative flights or extend their stays in the United States.

Airlines stress the importance of checking flight status before heading to the airport, even after the U.S. restrictions were lifted.

Are travellers entitled to free rebooking?

Under Canada's Air Passenger Protection Regulations (APPR), airlines must provide alternative travel arrangements when a flight is cancelled or delayed by three hours.

When a disruption is outside the carrier's control, the airline must provide a confirmed reservation on the next available flight operated by it or by a company with which it has a commercial agreement, within the time frame set out in the regulations.

If a suitable flight cannot be provided within 48 hours, the obligations expand, particularly for large airlines, to include rebooking on competing airlines.

The Canadian Transportation Agency says rebooking must be done at no extra charge under the applicable legal conditions.

When can a ticket be refunded?

A traveller may be entitled to a refund of the ticket price in specific circumstances, if the airline cannot provide a suitable alternative within the legal time limit.

In disruptions outside the airline's control, a refund option or alternative travel arrangements must be provided when rebooking cannot be done within 48 hours, under the passenger protection rules.

This does not mean that every short delay automatically entitles a passenger to a refund.

Accepting an alternative flight may also affect the right to claim a refund for the original trip.

For that reason, travellers are advised to review the available options before cancelling their bookings themselves.

Do travellers receive cash compensation?

Gábor Lukács, an air passenger rights advocate in Canada, said the U.S. aviation shutdown is an exceptional circumstance outside airlines' control.

As a result, the incident does not automatically give travellers the right to the financial compensation set aside for inconvenience and delay.

The rules differ when the airline is responsible for the problem, such as certain operational failures unrelated to safety requirements.

In those cases, passengers may be entitled to financial compensation if they meet the conditions on length of delay and advance notice.

It is important to distinguish between financial compensation for inconvenience and a refund of the ticket price, because they are separate rights.

Who pays for hotels and meals?

Travellers stranded in the United States may have to pay for extra accommodation or buy meals while waiting for alternative flights.

However, Lukács said airlines are generally not required to cover those expenses under Canadian regulations when the cause of the disruption is outside their control.

This differs from some European rules, which offer broader protection to passengers in exceptional circumstances.

Even so, some airlines may offer voluntary assistance, or travellers may have coverage through travel insurance policies or credit cards.

Other rights linked to international agreements may also arise, depending on the circumstances of the flight and the harm the passenger suffered.

What can travellers do if the airline refuses to help?

Passenger rights experts advise keeping all documents related to the trip, including the original ticket, cancellation notices, and correspondence with the airline.

Travellers should also document additional expenses, keep receipts, and ask for a written explanation of the reason for the delay or cancellation.

A complaint can be filed with the airline first, then with the Canadian Transportation Agency if the dispute is not resolved through the established procedures.

Lukács pointed to the option of going to Small Claims Court in appropriate cases if the airline does not meet its legal obligations.

Travellers can learn about their rights on the Canadian Transportation Agency's official website.

Do Canadian rules apply to U.S. flights?

Canada's passenger protection regulations cover flights departing from and arriving in Canada, as well as domestic flights, including some connecting flights.

However, flights taking place entirely within the United States may be subject to different rules, depending on the itinerary, the nature of the booking, and the carrier.

Experts therefore advise travellers whose trips include U.S. stopovers to confirm which rules apply to their bookings.

As the effects of the aviation disruption continue to be dealt with, knowing one's rights to rebooking and refunds remains one of the most important steps in helping travellers limit the financial losses from disrupted flights.