How to file a claim with Air Canada if your flight is cancelled
As per earlier episodes in the story, I mentioned that my flight was canceled by Air Canada out of the blue due to “crew constraints” then I discussed if Canada’s Air Passenger Protection Regulations apply. I believed that they do, so I’m going to show you how to apply for compensation from Air Canada if your flight was canceled or delayed.
The Story
I recently embarked on my first trip in almost a year, since my last trip to Vancouver in September of last year. My partner and myself were finally allowed to visit my parents in PEI, as they recently opened their borders (more PEI content to come). As Air Canada has had the free cancellation on Aeroplan tickets, I had booked several tickets to PEI when they were dirt cheap in the spring. For some new Aeroplan context, when cash prices are low, Aeroplan prices are REALLY low (hey - I said book your flights!). Two round trip tickets only ended up costing me about 35K Aeroplan points and $150.
PEI is actually a sweet spot for a vacation!
As we were enjoying our pre-departure drink today at Dalvay-by-the-Sea, I noted that our incoming flight was delayed due to “crew constraints”, although I didn’t think anything of it. About 30 minutes later, as we were finishing our beer, our flight was canceled. Oh no! Unfortunately, in this weird COVID era, the 16:50 to Montreal is the latest flight leaving the island, which means I wanted to take the direct early morning flight tomorrow morning at 5:45 am, yuck. We were booked on the next flight out tomorrow morning, but that wasn’t going to work, as it’s in the middle of the workday. Even with my Air Canada 25k status, it took 40 minutes to receive a call back from Air Canada on this busy long weekend. Luckily, I got through and I was able to grab the last two seats on the morning flight.
After establishing that my flight was a) canceled due to something in Air Canada’s control and b) my arrival was delayed more than 9 hours, I knew I had to apply for compensation.
Applying for Compensation from Air Canada
When your flight is either canceled or delayed, you might be wondering how to apply for compensation from Air Canada. Like most people, you’re likely going to Google something to the tune of “Air Canada Cancelled Flight Compensation” (like I did), which got me to this page, titled, Flight Disruptions.
After clicking, “my flight was canceled” I arrive on a page with a lot of information, including information on communication during cancellation, determining compensation eligibility, and additional recourse. I then clicked on “compensation eligibility”, and got to even more information.
Lot’s of information here, but nothing about actually applying for compensation from Air Canada
I feel like this is what they would say is a “document dump” in lawyer speak. Something that we would see on Suits, rather than when you’re trying to find information. The good news is, , if you scroll down to the bottom, there are two links.
The first link is actually a survey, which asks about the flight that you were on, but we will come back to that. The second link looks promising, as it says “submit your claim”. Seems like we found the right link, tucked all the way at the bottom. Not ideal hiding it there, but at least it’s there. When you go to the link, it gives you three options, travel agent, other airline, and insurance company. Umm, which one am I? Clearly, this is dishonest at best, and maybe against the rules of the law outlined in the Air Passenger Protection Regulations? Regardless, this isn’t the answer, as the web form asks for travel agent information.
So instead, we head back to the form eligibility form. This is unfortunately the way Air Canada has hidden their claim page. So instead of being able to click through to submit a claim, Air Canada is clearly trying to make the process as hard as possible.
Ultimately, if you get through this section, you’re sent out to the “Flight Delay and Cancellation Claim Request Form” (And I just gave you the link!). This is the right link to submit a claim for a cancelled Air Canada flight that you require compensation for. They also have a link if you want to submit other complaints (but not an official claim) here.
So what does the form contain? It first asks for your information, pretty straight forward.
And then it asks for your flight information.
And that’s really it! All that looking for this form, only to have it take about 3 minutes, no wonder they hide it, it’s pretty simple (as it should be). I filled out the form a while ago, and I’m expecting to get a response soon, although they have 30 days to respond to my form.
The Point
Honestly, the process is very confusing, and it really appears that Air Canada is dissuading passengers from claiming. I’m hoping everyone is able to use this article to help them place claims in situations where Air Canada should be liable for the delayed flight.
