Passenger's Guide

Passenger Rights

Knowing your rights is a duty.

Your rights as an air transport passenger are protected by law. Below is a summary of the situations covered, so that you know what actions to take if needed.

 

My flight was rescheduled earlier, and I couldn’t board. What should I do?

If a flight departs before the scheduled time and, as a result, you were unable to board despite being available at the scheduled time, you have the right to choose between:

  • A refund of the ticket price for the unused portion of the trip;
  • Being rebooked on the first available flight on the same route at the airline’s expense, either with the same carrier or another airline.

Additionally, the airline is responsible for covering reasonable expenses related to transportation, meals, accommodation, and communication incurred due to this situation.

Note: If you cover these costs yourself, be sure to keep all receipts to request reimbursement from the airline.

 

My flight is significantly delayed. Can I request support from the airline?

If an airline anticipates a delay of two hours or more from the scheduled departure time, they are required to provide free assistance, including:

  • Meals and non-alcoholic beverages (proportional to the waiting time);
  • Access to communication services (such as phone calls or emails).

If an overnight stay or additional accommodation is required, the airline must also provide:

  • Hotel accommodation (if necessary);
  • Transportation between the airport and the accommodation (hotel or other lodging).

For delays exceeding four hours, if your trip no longer makes sense or you decide not to travel, you can request:

  • A full refund of the ticket price within 7 days for the unused part(s) of your journey.
  • If applicable, a return flight to the original departure point at no additional cost.

Note: If you handle these expenses on your own, keep all receipts to claim reimbursement from the airline.

 

My flight was canceled. What now?

If your flight is canceled, the airline must:

  • Rebook you on another flight to your final destination and provide assistance, including:
    • Meals and non-alcoholic beverages (proportional to the waiting time).
    • Access to communication services (such as phone calls or emails).
    • If necessary, hotel accommodation and transportation between the airport and the hotel.

OR alternatively:

  • Refund your ticket within 7 days, covering:
    • The unused part(s) of the journey;
    • The part(s) of the journey already taken, if the flight cancellation makes your original travel plan unnecessary;
    • If applicable, a return flight to the original departure point.

Note: If you cover these expenses yourself, keep all receipts to request reimbursement from the airline.

 

My baggage was lost, delayed, or damaged. Can I file a complaint?

Yes. You can file a complaint with the airline:

  • Within 7 days from the date your baggage was delivered (for damage claims).
  • Within 21 days if your baggage was delayed before being returned to you.

If the issue involves your checked baggage (and was not caused by a pre-existing defect in the luggage), you may be entitled to compensation from the airline.

The airline’s liability for baggage delay, destruction, loss, or damage is limited to 1,288 SDR (Special Drawing Rights) (approximately 176,291 CVE), unless a higher value was declared in advance.

Note: If you had to purchase essential items, keep all receipts to request reimbursement from the airline.

When submitting a written claim, attach all supporting documents related to the baggage delay, damage, loss, or destruction.

 

I was denied boarding due to overbooking. What are my rights?

If you are denied boarding against your will due to overbooking, the airline must:

  • Rebook you on another flight to your final destination and provide assistance, including:
    • Meals and non-alcoholic beverages (proportional to the waiting time).
    • Access to communication services (such as phone calls or emails).
    • If necessary, hotel accommodation and transportation between the airport and the hotel.

OR alternatively:

  • Refund your ticket within 7 days, covering:
    • The unused part(s) of the journey.
    • The part(s) of the journey already taken, if the denied boarding makes your original travel plan unnecessary.
    • If applicable, a return flight to the original departure point.

Note: If you handle these expenses yourself, keep all receipts to request reimbursement from the airline.

 

I purchased my trip through a tour operator or travel agency. What should I know?

Tour operators are required to:

  • Provide accurate information about the holiday packages they sell.
  • Fulfill all contractual obligations related to the trip.
  • Ensure passenger protection in case the tour operator becomes insolvent.