Tips to ensure the airline boards you on your flight
In response to airport congestion and the pandemic, it is now more important than ever to arrive at the airport early.
- Travel document requirements should be updated well ahead of time (e. g. passport, visas, etc.)
- Check your airline’s website and travel.gc.ca often for any new notifications.
- Register for text alerts with your airline to stay informed of flight changes and cut-off times.
You may be refused transport on a flight if you do not meet the airline's requirements and deadlines to:
- Present valid travel documents at the airport
- Check in at the terminal;
- Register and drop off your baggage;
- Pass through the security screening checkpoints; and,
- Arrive at the boarding gate before the airline cut-off time.
Failure to meet all these requirements (even if the reason was due to long lines and congestion) may result in the airline not allowing you to travel, even if you hold a valid ticket.
There are no requirements in the Air Passenger Protection Regulations that apply when an airline refuses to transport you on a flight because you did not have proper travel documentation or if you missed these deadlines.
If you miss these deadlines and are refused transportation, the airline's obligations are set out in its tariff – the contract of carriage between the passenger and the airline, which contains the terms and conditions that apply to your ticket.
The Agency does not have the mandate to resolve complaints or claims against customs and immigration agencies, such as the Canada Border Services Agency; airport security providers, such as the Canadian Air Transport Security Authority; or any airport facilities and services (for issues that are not related to accessibility). Passengers who wish to file such complaints should contact these organizations directly.