Travel

Recourse for a 24-hour flight delay on Air Canada

  • Last Updated:
  • Jun 21st, 2019 9:10 pm
[OP]
Jr. Member
Dec 30, 2009
157 posts
21 upvotes
Montreal

Recourse for a 24-hour flight delay on Air Canada

Family booked an Air Canada flight with 2 legs: First leg going to Europe operated by Air Canada. 2nd leg operated by a partner airline. The whole flight was booked on the Air Canada website.

The flight was supposed to be on a wednesday at 20:50. Flight was delayed for 30 minutes at first due to a mechanical problem. They kept pushing it later and later until after midnight and people were complaining a lot. Restaurants in the airport were all closed at this time, and after a bunch of complaints, the Air Canada employees brought out snacks like chips and juice. These snacks were all expired from over a year ago! They took them back and gave them new ones, and then in the end, they told people to go back home and they will notify them of the flight replacement. My parents ended up going back home after 3am and their flight rescheduled for the next day at 19:45 or so going through a different country with a slightly longer layover (2 hours before but now 3.5 hours).

Air Canada gave them some food vouchers for the airport as well as vouchers for the Taxi to go back home and then back to the airport.

What can they do? Who can they complain to and do they have any recourse to get partial refunds other than their insurance through the CC company? A lot of people we know keep pushing them to do this, but I am unsure on how to go about it.

Thanks.
13 replies
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Dec 14, 2010
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Montreal
Check with these guys. They are specialists, and they don't charge anything unless you win your case. It's a win-win.
https://flightclaim.ca/
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Sirakoz wrote:
Jun 14th, 2019 1:36 pm
Family booked an Air Canada flight with 2 legs: First leg going to Europe operated by Air Canada. 2nd leg operated by a partner airline. The whole flight was booked on the Air Canada website.

The flight was supposed to be on a wednesday at 20:50. Flight was delayed for 30 minutes at first due to a mechanical problem. They kept pushing it later and later until after midnight and people were complaining a lot. Restaurants in the airport were all closed at this time, and after a bunch of complaints, the Air Canada employees brought out snacks like chips and juice. These snacks were all expired from over a year ago! They took them back and gave them new ones, and then in the end, they told people to go back home and they will notify them of the flight replacement. My parents ended up going back home after 3am and their flight rescheduled for the next day at 19:45 or so going through a different country with a slightly longer layover (2 hours before but now 3.5 hours).

Air Canada gave them some food vouchers for the airport as well as vouchers for the Taxi to go back home and then back to the airport.

What can they do? Who can they complain to and do they have any recourse to get partial refunds other than their insurance through the CC company? A lot of people we know keep pushing them to do this, but I am unsure on how to go about it.

Thanks.
I get this type of scenario is frustrating, but what more did you want AC to do? Doesn't sound like they did anything wrong here... Aircraft go mechanical all the time and when its out of their control, it's out of their control. I think AC has 7 days after your initial departure date to get you to your destination when you're initial flight is delayed/cancelled due to things that are unforseen and it sounds like your parents were able to depart the next day.
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Jul 29, 2005
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You can try writing to AC and explain the hardship or inconveniences you've encountered because of this delay. They may offer you a flight credit. (I've done this with Porter Airlines after our flight was delayed overnight, they gave us each $150 flight credit for our poor experience).
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A lot of travel insurance policies don’t apply when you are at your home airport. Read your card holder agreement and def make a claim if you can

Sounds like ax did their best
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Messerschmitt wrote:
Jun 15th, 2019 12:19 pm
Europe is 800euros up to 2000. Didn't canada just recently introduced a law regarding this?

EDIT: Nope, starts 15 July apparently
https://www.cbc.ca/news/politics/passen ... -1.5147589
Won't be applicable to OP as it was mechanical issue

Flight disruptions within an airline's control but required for safety reasons will not require compensation but airlines will have to maintain a standard of treatment and complete a passenger's itinerary.

Delays within an airline's control due to safety include mechanical problems and safety calls made by the pilot.
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Jul 30, 2015
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Messerschmitt wrote:
Jun 15th, 2019 12:19 pm
Europe is 800euros up to 2000. Didn't canada just recently introduced a law regarding this?

EDIT: Nope, starts 15 July apparently
https://www.cbc.ca/news/politics/passen ... -1.5147589
For Canada, unforeseen circumstances such as mechanical issue wouldn't apply, only scheduled maintenance. A flight is very rarely(almost never) delayed for what they call ''scheduled maintenance''.

OP, as bitten said, I would try with flightclaim.ca as well but I dont think you'll get anything more since you were at home, got some snacks and taxi vouchers. I may be missing something but...

EDIT: As Statsguy said.. a couple of minutes too late

I love how there's no bashing when an AC flight is delayed. Love it.
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Jun 15, 2015
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Well first off NEVER fly Air Canada again!
(...joking I play no favourites with Airlines it’s all dandy until you get a delay or cancellation, lost bags and end up in your parent’s situation).

Delays fall under the Montreal Convention with international flights as this was a controllable delay (and don’t expect this to be easy with AC/ANY airline unless you are happy with a coupon/future travel voucher) hence insurance is sometimes the easier route (and a decent one would cover what I mention below). The vouchers given by airlines especially at YYZ are near useless given what things cost there so if they indeed have flight delay you can purchase meals even a book during your delay (check your policy to see how long a flight needs to be delayed for and what your maximums are).

To claim you need to calculate a loss:
- your parents arrived 2 days later (therefore did they “miss” the first night of a pre-arranged hotel/accommodation they had booked in destination? (Car rentals / tours/ train tickets would also be covered)
*I know from personal experience sometimes this is a hard one if you are staying with family so technically no monetary loss. Are they travelling for a purpose like a family event? Having said that:
- it is a loss of their “vacation day” so you could calculate that if there is no loss
*a flip side to this coin if they flying home and live overseas and have to go back to work / or let the dog in a kennel for an extra day you can calculate that.
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Latitude57 wrote:
Jun 15th, 2019 1:48 pm
For Canada, unforeseen circumstances such as mechanical issue wouldn't apply, only scheduled maintenance. A flight is very rarely(almost never) delayed for what they call ''scheduled maintenance''.

OP, as bitten said, I would try with flightclaim.ca as well but I dont think you'll get anything more since you were at home, got some snacks and taxi vouchers. I may be missing something but...

EDIT: As Statsguy said.. a couple of minutes too late

I love how there's no bashing when an AC flight is delayed. Love it.
Well cause they didn't keep passengers on the plane for 4+ hours on tarmac with no food or water or air conditioning

Canadian Transportation Agency (CTA) has ruled Air Transat broke its agreement with passengers when it left them in two planes stranded on the tarmac of the Ottawa International Airport on July 31.

The agency found that though the initial diversion was out of Air Transat's control, the delays were not, completely, and it should have still been able to fulfill its obligation to passengers for food, drink and an opportunity to disembark.

passengers were kept aboard the planes for more than four hours, in one case with no air-conditioning, food or water.
In OPs incident they gave them food, taxi fare and flight next day, big difference
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Oh come on I thought you would AT LEAST come out with something else than the 2017 event you have been posting all over again? I am losing count ! By the way, weather diversion vs mechanical issue leading to flight cancelled, totally different event.

By the way you are totally off topic. We are discussing an Air Canada flight 24h delay.
BrunetteGirl wrote:
Jun 15th, 2019 2:07 pm
Well first off NEVER fly Air Canada again!
(...joking I play no favourites with Airlines it’s all dandy until you get a delay or cancellation, lost bags and end up in your parent’s situation).

Delays fall under the Montreal Convention with international flights as this was a controllable delay (and don’t expect this to be easy with AC/ANY airline unless you are happy with a coupon/future travel voucher) hence insurance is sometimes the easier route (and a decent one would cover what I mention below). The vouchers given by airlines especially at YYZ are near useless given what things cost there so if they indeed have flight delay you can purchase meals even a book during your delay (check your policy to see how long a flight needs to be delayed for and what your maximums are).

To claim you need to calculate a loss:
- your parents arrived 2 days later (therefore did they “miss” the first night of a pre-arranged hotel/accommodation they had booked in destination? (Car rentals / tours/ train tickets would also be covered)
*I know from personal experience sometimes this is a hard one if you are staying with family so technically no monetary loss. Are they travelling for a purpose like a family event? Having said that:
- it is a loss of their “vacation day” so you could calculate that if there is no loss
*a flip side to this coin if they flying home and live overseas and have to go back to work / or let the dog in a kennel for an extra day you can calculate that.
How do you file a claim ? Even as a pilot myself I have no idea how to file a claim (since I understand when a **** up happen, but longest delay I had was 4 hours with Air Canada and I just stayed in the lounge, it sucks but couldn't do anything about it)

There's some info on AC website regarding delays https://www.aircanada.com/ca/en/aco/hom ... tions.html
8 hours or more:
For circumstances within Air Canada's control - If your flight has been rescheduled to depart the next day, you may be entitled to meal vouchers, transportation to and from the airport as well as hotel accommodations (subject to availability). Ask an Air Canada airport agent for assistance.
For circumstances outside Air Canada's control - If your flight has been rescheduled to depart the next day, Air Canada representatives will provide you with hotel contact information where you can obtain valued customer rates.
According to OP they did all of this (minus hotel room?) It doesn't say how to file a claim tho.

EDIT: https://www.aircanada.com/ca/en/aco/hom ... vices.html ??
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Latitude57 wrote:
Jun 15th, 2019 5:30 pm
Oh come on I thought you would AT LEAST come out with something else than the 2017 event you have been posting all over again? I am losing count ! By the way, weather diversion vs mechanical issue leading to flight cancelled, totally different event.

By the way you are totally off topic. We are discussing an Air Canada flight 24h delay.



How do you file a claim ? Even as a pilot myself I have no idea how to file a claim (since I understand when a **** up happen, but longest delay I had was 4 hours with Air Canada and I just stayed in the lounge, it sucks but couldn't do anything about it)

There's some info on AC website regarding delays https://www.aircanada.com/ca/en/aco/hom ... tions.html



According to OP they did all of this (minus hotel room?) It doesn't say how to file a claim tho.

EDIT: https://www.aircanada.com/ca/en/aco/hom ... vices.html ??
Yes you would use the “file a claim” portal and then you will be assigned a case # via email.

The key is you have to know your right under MCC/ the airlines international tariff on what AC has violated. Groups like “air passenger rights” on FB perhaps even FlyerTalk Forums would help you. You would have to cite the “rule” to show them you mean business. Unfortunately RFD forums is not the best place for this.

...if not like all the other airlines you are going to end up with a future travel voucher.
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AC is a pain in a but to deal with. It took them 4months to refund me my cancelled flight, while it took Delta 2 days to respond.
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The regulatory framework is not (yet) there for your parents to be unquestionably *entitled* to compensation.

The airline(s) will claim this was out of their control, and that they ultimately delivered the passengers to their destination. Therefore it will be very difficult to get any sort of cash refund from them.

If your parents have frequent flyer status, and they are politely insistent, they can probably get a discount code for a future AC flight as goodwill compensation from Air Canada, especially since it seems the response during the delay was rather bungled. Depending on precisely what caused the mechanical delay, and how keenly AC wants to keep your family's business, they may be able to get compensation for documented out of pocket expenses. But it seems AC gave vouchers already for all/most of what your family had to spend, so not a whole lot there.

The regulatory framework *in* Europe, and the one about to be implemented in Canada, are intended to force airlines to take more responsibility for getting customers to their destinations in a timely fashion, and without treating them like cattle. But that doesn't really apply (yet) in this instance, so your recourse is fairly limited. That being said, depending on your upcoming travel plans, a 15-20% off base fare coupon as goodwill compensation can be pretty valuable.

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