Air Passenger Protection Regulations

Notices at airports

The following notice must be visibly displayed at the airline check-in desk, self-service machines and boarding gates:

“If you are denied boarding or your baggage is lost or damaged, you may be entitled to certain standards of treatment and compensation under the Air Passenger Protection Regulations. For more information about your passenger rights please contact your air carrier or visit the Canadian Transportation Agency’s website.”

Tarmac delay standards of treatment

In the event of a tarmac delay, the carrier operating the affected flight is responsible for meeting obligations to passengers.

What is a tarmac delay?

A tarmac delay occurs when passengers are confined, with no immediate opportunity to disembark, to an aircraft that:

• is on the ground with its doors closed for take-off; or
• has just landed (wheels down).

An aircraft waiting at the gate with its doors open is not experiencing a tarmac delay. Once an aircraft door is closed, the timer starts towards a potential tarmac delay (even if still parked at a gate or sitting on a taxiway or runway).

Treatment of seated passengers

The following are the comforts and amenities airlines must provide free of charge, regardless of where the tarmac delay occurs:

• Communications: Airlines must allow passengers the opportunity to communicate with people outside the aircraft, if feasible.
• Food and Drink: Airlines must ensure that passengers are cared for and that their basic needs for food and drink are met. This means providing reasonable quantities of food and drink. In many cases, serving water and a snack (like a granola bar) could meet the food and drink obligation for a three-hour tarmac delay.
• Working lavatories: If an aircraft has lavatories, they must be in working order for passengers to remain onboard. Otherwise, the airline should provide passengers the opportunity to leave the aircraft.
• Heating, cooling, ventilation: Airlines must ensure that the cabin temperature is comfortable. If there is no proper ventilation and cooling or heating, the airline should provide passengers the opportunity to disembark.
• Medical Assistance: If a passenger requires urgent medical assistance while the aircraft is delayed on the tarmac, the airline must help them get the medical assistance.

Allowing passengers to disembark

With some exceptions, once an aircraft is delayed on the tarmac at an airport in Canada for more than three hours, the airline must let passengers disembark if they wish.

Exceptions

Airlines are not required to let passengers disembark at the three-hour mark if takeoff is imminent and they can meet all required standards of treatment of seated passenger until take-off (roughly within the next 45 minutes).

Airlines are also not required to provide passengers the opportunity to disembark if they are prevented by reasons beyond their control (e.g., safety, security, air traffic control, or customs reasons).

Priority disembarkation

If feasible, airlines should let passengers with disabilities leave the aircraft first if they wish, along with their support persons, service animals, or emotional support animals. Passengers with disabilities should be consulted to determine whether they would like to disembark first.