Dealing with Air Canada travel cancellations? Learn the different options that may be available to you under consumer protection laws.
General information
Currently, Air Canada says it will try to rebook travelers with other carriers and if that’s not possible, they will offer refunds.
- If your flight was cancelled by Air Canada, you likely have the right to a full refund under federal or provincial law.
- If you cancelled your own flight, you may not be entitled to a refund under certain consumer protection laws. In most instances, you are only covered if the airline cancels.
- If you choose to accept a voucher for future travel, in most cases it should not have an expiry date.
Seeking a refund for a flight cancelled by Air Canada?
If your flight was cancelled by Air Canada and you want to pursue a refund, here are some options to consider.
Step 1: Contact Air Canada
Contact the airline and let them know you would like a refund for the flight(s) they cancelled. We understand it’s challenging to get through to Air Canada right now, so be persistent and try different avenues to reach them.
Step 2: If you are denied a refund from Air Canada, familiarize yourself with the applicable laws and decide which route to take.
If your flight was cancelled by Air Canada and they deny you a refund, you may have the right to a full refund under federal or provincial law.
Federal laws
The Canadian Transportation Agency (CTA), a federal organization set up to settle disputes between travelers and airlines. The CTA is also responsible for administering the Air Passenger Protection Regulations, which outline airline obligations. Read the CTA’s advice for consumers with disrupted flights and explore their website to learn about their complaint process.
BC consumer protection laws
If your travel plans were booked online or over the phone OR if you booked with a licensed BC travel agent, you may have options to pursue a refund under BC’s consumer protection laws. We enforce these laws in the province. Learn more about the options under provincial laws in the section below.
Your options under BC consumer protection laws
If your flight was cancelled by Air Canada and you booked online or over the phone OR if you booked with a licensed BC travel agent, you may have options to pursue a refund under the consumer protection laws that we oversee in BC.
Before you begin either of the steps below, you must first try to pursue a refund from Air Canada directly. If they deny you a refund, then you can proceed with the options below.
Keep in mind these are legal processes that require specific steps, deadlines, and waiting periods. This means the process will take time. Do not delay – start following the steps right away to avoid missing deadlines.
If you booked online or over the phone
If you booked online or over the phone, you entered a contract with the airline for your travel services. Because they didn’t fulfill that contract when they cancelled your travel, you may be entitled to a refund if you don’t receive the services within 30 days of the original travel date. The process involves cancelling your contract with the airline once the date of travel lapses, requesting a chargeback from your credit card provider, and submitting a complaint to us if the airline or credit card provider does not provide you with a refund. Follow the steps on our Online Orders page to start the process and request a refund.
If you booked with a licensed BC travel agent
If you booked with a licensed BC travel agent and didn’t get the travel services in your contract, you may be able to get your money back from the Travel Assurance Fund (TAF). The TAF is a fund of last resort, so all other options must be exhausted before making a claim. Claims must be received within six months of the date of loss. Follow the steps on the Travel Assurance Fund page to begin the process.
About Consumer Protection BC
We are not-for-profit regulator responsible for overseeing certain industries and specific consumer transactions in British Columbia. If your concern is captured under the laws we enforce, we will use the tools at our disposal to assist you. If we can’t help you directly, we will try to offer a referral to a relevant organization, if one exists. Other times, court or legal assistance may be the best option. Explore our website at www.consumerprotectionbc.ca