A Few Travelling Tips
Air Passenger Protection Regulations
The APPRs provide requirements for carriers regarding standards of treatment, communication obligations, and compensation in certain instances when a flight to, from, or within Canada is delayed, cancelled, delayed on the tarmac, or if you are denied boarding. The APPRs also outline compensation requirements for lost baggage and guidelines for travelling with musical instruments and seating of customers under the age of 14.
If you are denied boarding, your flight is cancelled or delayed for at least two hours, or your baggage is lost or delated, you may be entitled to certain standards of treatment and compensation under the APPRs. For more information about your passenger rights, see our tariff, or visit Canadian Transportation Agency.
Flight Delays and Cancellations
Flight Delays and Cancellations While our goal is always to provide safe on-time air travel to all our customers, flight disruptions can occur. The APPRs categorizes these disruptions into three categories:
- Outside Carrier Control
- Within Carrier Control, but required due to safety
- Within Carrier Control
The options available to you are determined by the category of your specific flight disruption.
Rebooking and Refund Options
Rebooking and Refund Options Outside Carrier Control
Your flight with Canadian North may be delayed or cancelled due to reasons outside our control such as a medical emergency or weather events like snowstorms, high winds, icing conditions. If your flight is delayed by 3 hours or more, or cancelled due to reasons outside carrier control, we will provide customers with the following:
- A confirmed reservation to your final destination reflected in your ticket at no additional charge. Customers will be rebooked on the next available flight that departs within 48-hours of the original scheduled departure time, operated by Canadian North or with another airline with which we have a commercial agreement.
- If we are unable to provide you with alternate travel arrangements defined above, or upon customer request, customers may elect to receive a refund of any unused portions of their ticket, or we will provide alternate travel arrangements for the next available flight operated by Canadian North, or a carrier with which we have a commercial agreement beyond the 48-hours of the original scheduled time of departure.
- If a customer chooses to be refunded and is no longer at the point of origin that is indicated on the original ticket and the travel no longer serves a purpose as a result of the flight disruption, the carrier will, in addition to the refund, provide a confirmed reservation for a flight to that point of origin indicated in the ticket, free of charge.
Rebooking of your itinerary will be completed automatically by Canadian North. Should you require an alternative flight option or wish to request a refund and/or return to your point of origin, please call Canadian North. Our contact information can be found on our Contact page.
Within Carrier Control but Required Due to Safety
Your flight with Canadian North may be delayed or cancelled due to reasons within our control but required due to safety such as unplanned aircraft maintenance. If your flight is delayed by 3 hours or more, or cancelled due to reasons within our control but required due to safety, we will provide customers with the following:
- A confirmed reservation to your final destination reflected in your ticket at no additional charge. Customers will be rebooked on the next available flight, operated by Canadian North or with another airline with which we have a commercial agreement.
- If we are unable to provide you with alternate travel arrangements defined above, or upon customer request, customers may elect to receive a refund of any unused portions of their ticket.
- If a customer chooses to be refunded and is no longer at the point of origin that is indicated on the original ticket and the travel no longer serves a purpose as a result of the flight disruption, the carrier will, in addition to the refund, provide a confirmed reservation for a flight to that point of origin indicated in the ticket, free of charge.
Rebooking of your itinerary will be completed automatically by Canadian North. Should you require an alternative flight option or wish to request a refund and/or return to your point of origin, please call Canadian North. Our contact information can be found on our Contact page.
Within Carrier Control
Your flight with Canadian North may be delayed or cancelled due to reasons within our control such as planned aircraft maintenance, or an operational decision to cancel your flight to utilize the aircraft to operate a different flight. If your flight is delayed by 3 hours or more, or cancelled due to reasons within our control, we will provide customers with the following:
- A confirmed reservation to your final destination reflected in your ticket at no additional charge. Customers will be rebooked on the next available flight, operated by Canadian North or with another airline with which we have a commercial agreement.
- If we are unable to provide you with alternate travel arrangements defined above, or upon customer request, customers may elect to receive a refund of any unused portions of their ticket.
- If a customer chooses to be refunded and is no longer at the point of origin that is indicated on the original ticket and the travel no longer serves a purpose as a result of the flight disruption, the carrier will, in addition to the refund, provide a confirmed reservation for a flight to that point of origin indicated in the ticket, free of charge.
Rebooking of your itinerary will be completed automatically by Canadian North. Should you require an alternative flight option or wish to request a refund and/or return to your point of origin, please call Canadian North. Our contact information can be found on our Contact page.
Standards of Treatment, Communication and Notifications
Standards of Treatment, Communication and Notifications If you are denied boarding, your flight is cancelled or delayed for at least two hours, or your baggage is lost or damaged, you may be entitled to certain standards of treatment and compensation under the Air Passenger Protection Regulations. For more information about your passenger rights please contact your air carrier or visit the Canadian Transportation Agency’s website. For more information about your passenger rights, see our published tariff.
Communication and Notifications
Should your flight be delayed by 2 hours or more, or your flight is cancelled we will provide all customers with the following:
An electronic notification via email or text message (SMS), advising you of your delay or cancellation, the reason for the delay or cancellation, the compensation to which you may be entitled for the inconvenience, standards of treatment you may be eligible for, if any; and the recourse available to you against the carrier, including your recourse to the Canadian Transportation Agency.
We will keep you regularly informed if there is a flight disruption. We will tell you why your flight has been disrupted as soon as is feasible. This information will be provided to you through:
- An audible announcement;
- A visible announcement, upon request; and
- Electronically, via the available communication method that you have provided (e.g., email, SMS) and/or via a printed document, subject to availability at the location of the disruption.
We will provide flight status updates every 30 minutes until a new departure time has been confirmed or alternative travel arrangements have been made. We will also offer any new status information to passengers as soon as is feasible, which may be sooner than 30 minutes after the last update.
Within Carrier Control and Within Carrier Control but Required Due to Safety
When your flight is delayed by 2 hours or more, or is cancelled for reasons within our control, or for reasons within our control but required due to safety we will provide you with:
- Food and Drink in reasonable quantities, taking into account the length of the wait, time of day and the location of the passenger*; and
- Access to a means of communication*
- When an unexpected overnight stay is required, hotel accommodations, or other comparable accommodation that is reasonable in relation to the location of the passenger, including transportation to the accommodation and back to the airport*.
*Due to the remote nature of many of the communities that we serve, food and drink options, accommodations, and transportation may be limited. Canadian North will make every reasonable effort to provide customers with these amenities.
If the provision of these standards of treatment would further delay the customer, these provisions may be limited.
Compensation and Claims
We will provide compensation for inconvenience or delays and cancellations in situations within our control that are not required for safety. More specifically, where a passenger is informed of a delay or cancellation 14 days or fewer before departure, the regulations set the amount payable by the carrier operating the disrupted flight to the passenger based on the length of the delay upon arrival at the passenger’s final destination on a Canadian North issued ticket. Canadian North is classified as a “small carrier”.
Length of Delay | Amount (CAD) |
|---|---|
3-6 hours | $125 |
6-9 hours | $250 |
9+ hours | $500 |
Should you request a refund of your ticket, you will only be eligible for the minimum level of compensation of $125.
Customers who are eligible for Standards of Treatment and have covered their own expenses for food and drink, accommodations, and transportation to accommodation and back to the airport may claim expense reimbursement for these expenses. Coverage for expenses under the standards of treatment provisions of the APPRs must be:
- Reasonable based on the length of delay and location of the customer
- Not include extravagant or luxury items
- Not include alcohol
Proof of expenses is required to substantiate claims. The easiest means of providing proof of expenses is to provide copies of receipts.
To make a claim, please complete our online claim form. Canadian North must provide a response to your claim within 30 days of the date of submission. Should you be dissatisfied with our response, you may file a formal complaint with the Canadian Transportation Agency here.
Tarmac Delays
Tarmac Delays A Tarmac Delay is when your flight is ready to take off (and the doors of the aircraft are closed) or your flight has just landed (and the doors of the aircraft are closed), but you are kept waiting in the plane. We will do what we can to make you comfortable during a Tarmac Delay, including the following:
- We will provide you with access to working lavatories, proper ventilation and heating or cooling, food and drink, and the ability to communicate with people outside the plane free of charge, when feasible. If you require urgent medical assistance during a tarmac delay, we will take all reasonable steps to facilitate access to medical assistance.
After a 3 hour tarmac delay, the plane will return to the gate so you can disembark if safe to do so. A plane can stay on the tarmac for up to 45 additional minutes, if it is likely that it will take off within that period and we are able to continue providing the same Tarmac Delay Services, when feasible.
- This extension is to ensure that the plane can take off if there is a reasonable prospect of this occurring – so that you can reach your final destination without the inconvenience of further delay or a flight cancellation.
If it is not likely that the plane can take off within the additional 45 minute window, the plane will return to the gate, unless it is prevented for reasons related to safety, security, customs control or air traffic control.
Depending on the circumstances, it may not be possible for Canadian North to allow you to disembark from the aircraft during a Tarmac Delay, for various reasons, including but not limited to concerns related to safety, security, or due to directions by Air Traffic Control or Customs Control.
If the plane returns to the gate for disembarking because of a tarmac delay, disembarking priority will be available to passengers with disabilities and their support person, service animal or emotional support animal, if any, and when feasible.
Denied Boarding
Denied Boarding A denial of boarding occurs when a passenger is not permitted to occupy a seat on board a flight because the number of seats that may be occupied on the flight is less than the number of passengers who have checked in by the required time, hold a confirmed reservation and valid travel documentation and are present at the boarding gate at the required boarding time.
Outside Carrier Control
There may be circumstances where we may deny boarding to customers for reasons outside of our control, such as weather conditions that limit our weight or payload capacity, a security threat, airport operation issues, a labor dispute with Canadian North or with an essential service provider. In cases of denied boarding for reasons outside our control we will provide you with:
- 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.
- Upon customer request, customers may elect to receive a refund of any unused portions of their ticket.
- If a customer chooses to be refunded and is no longer at the point of origin that is indicated on the original ticket and the travel no longer serves a purpose as a result of the flight disruption, the carrier will, in addition to the refund, provide a confirmed reservation for a flight to that point of origin indicated in the ticket, free of charge.
Rebooking of your itinerary will be completed automatically by Canadian North. Should you require an alternative flight option or wish to request a refund and/or return to your point of origin, please call Canadian North. Our contact information can be found on our Contact page.
Within Carrier Control but Required Due to Safety
There may be circumstances where we may deny boarding to customers for reasons within our control but required due to safety, such as a broken aircraft seat or a change in aircraft to an aircraft with fewer seats due to unscheduled aircraft maintenance. In these cases we will first seek volunteers to travel on an alternative flight before denying boarding involuntarily. Priority for boarding will be given to unaccompanied minors, a person with a disability and their support person, a person traveling with a service or emotional support animal, a passenger traveling with a family member, a passenger who was previously denied boarding on the same ticket, a passenger travelling on a medical fare, in that order. In cases of denied boarding for reasons within our control but required due to safety we will provide you with:
- A confirmed reservation to your final destination reflected in your ticket at no additional charge. Customers will be rebooked on the next available flight, operated by Canadian North or with another airline with which we have a commercial agreement.
- If we are unable to provide you with alternate travel arrangements defined above, or upon customer request, customers may elect to receive a refund of any unused portions of their ticket.
- If a customer chooses to be refunded and is no longer at the point of origin that is indicated on the original ticket and the travel no longer serves a purpose as a result of the flight disruption, the carrier will, in addition to the refund, provide a confirmed reservation for a flight to that point of origin indicated in the ticket, free of charge.
- Standards of Treatment when you are delayed by 2 hours or more including:
- Access to a means of communication*
- Food and Drink in reasonable quantities*
- Accommodation should an overnight stay be required*
- Transportation to the accommodations and back to the airport
Rebooking of your itinerary will be completed automatically by Canadian North. Should you require an alternative flight option or wish to request a refund and/or return to your point of origin, please call Canadian North. Our contact information can be found on our Contact page.
*Due to the remote nature of many of the communities that we serve, food and drink options, accommodations, and transportation may be limited. Canadian North will make every reasonable effort to provide customers with these amenities however, they may not always be available.
Within Carrier Control
There may be circumstances where we may deny boarding to customers for reasons within our control but required due to safety, such as a broken aircraft seat or a change in aircraft to an aircraft with fewer seats due to unplanned aircraft maintenance. In these cases we will first seek volunteers to travel on an alternative flight before denying boarding involuntarily. Priority will be given to unaccompanied minors, a person with a disability and their support person, a person traveling with a service or emotional support animal, a passenger traveling with a family member, a passenger who was previously denied boarding on the same ticket, a passenger travelling on a medical fare, in that order. In cases of denied boarding for reasons within our control but required due to safety we will provide you with:
- A confirmed reservation to your final destination reflected in your ticket at no additional charge. Customers will be rebooked on the next available flight, operated by Canadian North or with another airline with which we have a commercial agreement.
- If we are unable to provide you with alternate travel arrangements defined above, or upon customer request, customers may elect to receive a refund of any unused portions of their ticket.
- If a customer chooses to be refunded and is no longer at the point of origin that is indicated on the original ticket and the travel no longer serves a purpose as a result of the flight disruption, the carrier will, in addition to the refund, provide a confirmed reservation for a flight to that point of origin indicated in the ticket, free of charge.
- Standards of Treatment when you are delayed by 2 hours or more including:
- Access to a means of communication*
- Food and Drink in reasonable quantities*
- Accommodation should an overnight stay be required*
- Transportation to the accommodations and back to the airport
- The minimum compensation for inconvenience for denial of boarding
Rebooking of your itinerary will be completed automatically by Canadian North. Should you require an alternative flight option or wish to request a refund and/or return to your point of origin, please call Canadian North. Our contact information can be found on our Contact page.
*Due to the remote nature of many of the communities that we serve, food and drink options, accommodations, and transportation may be limited. Canadian North will make every reasonable effort to provide customers with these amenities.
Length of Delay | Amount (CAD) |
|---|---|
0-6 hours | $900 |
6-9 hours | $1800 |
9+ hours | $2400 |
When eligible, you will be provided with a letter confirming the compensation and standards of treatment that will be provided to you, and you will receive an email from our Customer Relations team confirming that payment will be made to you within 48 hours.
To make a claim, please complete our online claim form. Should you be dissatisfied with our response, you may file a formal complaint with the Canadian Transportation Agency here.
Lost or Damaged Baggage
Lost or Damaged Baggage We will always do our best to transport your baggage to your destination on time and to handle it with the utmost care. Occasionally, baggage may be lost, delayed or damaged due to unexpected circumstances.
Per the Air Passenger Protection Regulations, you may be eligible to be reimbursed up to 1519 Special Drawing Rights (approximately $2850 CAD for baggage that is damaged or lost while in our care. You must file a claim in order to be reimbursed for expenses.
- For damaged baggage, you must submit a claim within seven days after you receive the baggage.
- For potentially lost baggage, you must submit a claim within 21 days after the day it was supposed to arrive.
- In addition, you will be reimbursed for any baggage fees paid if your baggage is damaged or lost.
Please click here to download the Canadian North Baggage Declaration Form (PDF)
A completed, signed Baggage Declaration form is the official written notice of a claim and failure to complete a claim within the specified time frames may result in no further action against Canadian North. The claim form should be completed in its entirety with a detailed description of each individual item contained within the bag(s), or the items missing from the baggage, including signatures from all persons impacted. If your claim involves more than one bag, please itemize each bag and its contents separately. The accuracy of the information you provide, enhances our ability to locate your property through our tracing efforts. Please retain copies of all documents you send to us, for your records.
Completed claim forms with baggage claims checks and receipts can be scanned and emailed to Canadian North’s Central Baggage Services team at customerrelations@canadiannorth.com.
Claims that include reimbursement of items purchased to cover interim expenses must be:
- Reasonable based on the length of delay and location of the customer
- Not include extravagant or luxury items
- Not include alcohol
Proof of loss is required to substantiate claims. The easiest means of providing proof of loss is to provide copies of receipts.
For more information, please visit our baggage service page.
Seating of Children Under the Age of 14
Seating of Children Under the Age of 14 Assigning Seats
In order to ensure the comfort of families travelling with children under the age of 14, we will assign a seat to the child that is in close proximity to their parent, guardian or tutor at no extra charge at the time of making your reservation.
If it is not possible for us to assign seats within close proximity at the time of reservation, we will attempt to change seats at the time of check-in.
If it is not possible for us to assign seats within close proximity at the time of check-in, we will ask for volunteers to change seats at the time of boarding.
If it is not possible to assign seats at the time of check-in and no passenger has volunteered to change seats at the time of boarding, we will ask again for volunteers to change seats on the aircraft before departure.
Proximity to Adult’s Seat
We will adhere to the following guidelines when assigning seats to children under the age of 14 years, at no additional charge:
- In the case of a child who is four years of age or younger, we will assign a seat that is adjacent to their parent, guardian or tutor’s seat;
- In the case of a child who is 5 to 11 years of age, we will assign a seat that is in the same row as their parent, guardian or tutor’s seat, and that is separated from that parent, guardian or tutor’s seat by no more than one seat; and
In the case of a child who is 12 or 13 years of age, we will assign a seat that is in a row that is separated from the row of their parent, guardian or tutor’s seat by no more than one row.
Travelling with Musical Instruments
Travelling with Musical Instruments Canadian North’s policies regarding the transport of musical instruments are included within RULE 56 of our Domestic Tariff (located here).
Small musical instruments
Instruments that fit in an overhead bin or under the seat in front of you and do not exceed weight limits can be brought onboard the aircraft as a carry-on item. You will be able to bring one personal item in addition to your instrument.
Carry-on baggage size/weight limits:
Boeing 737 | ATR-42 |
|---|---|
26CM X 46CM X 56CM (10” X 18” X 22”) 10KG (22LBS) | 23CM X 41CM X 46CM (9” X 16” X 18”) 10KG (22LBS) |
During the flight, your instrument must remain stowed in the overhead bin, under the seat in front of your or in other approved locations. Additional seats cannot be purchased for instruments.
Carry-on baggage is subject to space limitations, so please be prepared to check your instrument if necessary.
Checking your musical instrument
Instruments that do not fit in the cabin will need to be transported as checked baggage, where checked baggage allowances and fees will apply. We strongly recommend that musical instruments are transported in a hard-sided case.
Aircraft changes
The aircraft type you are booked to travel on may change as a result of delays related to weather, unexpected maintenance or other factors. When this happens and you’re reaccommodated on a smaller plane, we’ll help to determine alternate arrangements if there is not enough available space to stow your instrument in the cabin.
Travel Info
