What to do when you experience delays

The airline must rebook you if your original flight is delayed for 3 or more hours or is cancelled and must help you complete your itinerary as soon as possible.

When a flight disruption is outside the carrier's control (weather, security issue, medical emergency, aircraft safety issue, etc.), your airline must rebook you on their next available flight, or on a flight of an airline with which they have a commercial agreement (e.g. Star Alliance) that departs within 48 hours of your originally scheduled departure. The rebooked flight should be at no additional cost to you.

The new flight must:

• Take any reasonable route out of the same airport to your destination.

• Depart within 48 hours of your original departure time.

If the airline cannot rebook you within 48 hours, they must:

• Provide you with the option of a refund; or

• If you want, rebook you on a flight operated by any airline (even a competitor), taking any reasonable route to your destination, from your airport or a nearby airport and transport you there, free of charge.

Note: If you are rebooked in a higher class of service, the airline cannot charge you for the upgrade. If you are downgraded to a lower class of service, the airline must refund the difference in price.

The Canadian Transportation Agency reminds passengers that, In All Situations: the airline must rebook you on another flight if your original flight is delayed for 3 hours or more, or is cancelled. It is your choice to accept rebooking or a refund.

The airline must provide you with an alternate flight booking that departs within 48 hours of your original departure. If the airline can provide you with a new flight that takes any reasonable route out of the same airport to your destination within the 48-hour period, you are not entitled to a refund under the rules.

If the airline cannot provide an alternate flight within 48 hours, you have the right to request a refund as soon as it is clear that the airline cannot provide you with a suitable alternative flight.

Remember, if your ticket permits a refund for any reason, you should request one from the airline as soon as possible.

If you are mid-travel (at a connection point) and no longer at your point of origin on your itinerary, the airline must also provide you, free of charge, with a confirmed reservation back to the point of origin on your ticket and refund the entire ticket as if no part of the trip had been made. Refunds, including all additional services purchased and unused, are to be provided in the original form of payment and completed within 30 days.

Traveller tip:

Sometimes airlines may offer to refund you with a credit for future travel. In some cases, these credits could be worth more than your original ticket and might be a good option for you. However, the rules say it is up to you - if you are owed a refund you can always have it in the form originally paid.

If you accept a credit for future travel, the airline must follow these rules:

• The credit cannot expire.

• You must be informed in writing of the value of the ticket and your right to receive a refund by the original payment method.

• You must confirm in writing your willingness to accept a credit for future travel instead of a refund.

* Under the rules, the airline has the right to dispute your claim if it believes it did everything it could to avoid the issue. If you are waiting for a refund, are not satisfied with the airline's response, or have not received a response within 30 days from the airline, you can file a complaint with the Canadian Transportation Agency.