Canada Requires Airlines Return Stranded Passengers
Canada's airline regulator has issued a directive requiring carriers to make every effort to return stranded passengers home as quickly as possible, following recent incidents of widespread delays and cancellations. The move signals a shift toward greater consumer protection and responsiveness in the travel sector.
The recent directive is an amplification of Canada's existing Air Passenger Protection Regulations (APPR), which have been in effect since 2019. These rules mandate that for disruptions outside an airline's control, large carriers must rebook passengers on their next available flight or one with a partner airline within 48 hours. If they can't meet that deadline, they are required to book the passenger on any airline, including competitors. This regulatory push follows years of frustrating travel seasons for Canadians, with widespread delays and cancellations becoming commonplace. In 2022 alone, nearly 199,000 flights in Canada were delayed, with 44% of those delays considered within the airline's control. This has led to a surge in passenger grievances, overwhelming the Canadian Transportation Agency (CTA). The volume of complaints filed with the CTA has created a significant backlog, with wait times for a resolution stretching to nearly three years. As of September 2025, the average wait time for a decision on a complaint was 987 days. The backlog itself stands at approximately 92,500 complaints. Data from the CTA reveals a wide disparity in complaint rates among carriers. Between April 2023 and June 2024, the now-defunct Lynx Air had the highest rate with 18.9 complaints per 100 flights, followed by Flair Airlines at 15. In contrast, larger carriers like WestJet and Air Canada had rates of 5.2 and 5.0, respectively, while Porter Airlines had the lowest at 1.3. Compared to the European Union's well-known EU261 passenger rights regulation, Canada's APPR has some key differences. While both provide for compensation and care, the compensation amounts and triggers vary. Notably, Canada's rules have specific provisions for flight disruptions required for safety purposes, an aspect that has been a point of contention and is treated differently under the EU's stricter liability approach. Passengers who are not satisfied with an airline's response to a disruption must first file a formal complaint with the carrier. If they do not receive a response within 30 days or are unsatisfied with the outcome, they can then file a complaint with the Canadian Transportation Agency.
