Passenger rights – Canada

Delays and cancellations caused by us

If your flight is delayed or cancelled for reasons within our control, as defined under the APPR, you may be eligible to receive compensation in the amount of:

• $400 CAD if the passenger arrives 3 hours or more hours late, but less than 6 hours;
• $700 CAD if the passenger arrives 6 or more hours late, but less than 9 hours; and
• $1,000 CAD if the passenger arrives 9 or more hours late.

If your delay is 2 or more hours after your scheduled departure for reasons within our control, we’ll provide you with:

• A snack and a drink, depending on how long you’ve waited, the time of day, and your location
• Access to communication devices

If the delay or cancellation to your original flight will require you to stay overnight, we’ll offer you reasonable hotel accommodations at our expense. We’ll also provide transportation to the hotel and back to the airport.

Contact American to file a claim

We will respond to your request within 30 days and provide you with compensation or let you know why the delay or cancellation doesn’t qualify.

In the event of a delay or cancellation we will immediately begin looking for alternate travel arrangements. If your flight is delayed for reasons within our control and the alternate travel arrangements don’t meet your needs you may be entitled to a full refund. If you choose a refund instead of alternate travel arrangements you may be compensated for the inconvenience in the amount of $400 CAD. Additional information is available on the Canadian Transportation Agency website.

Compensation for flight delays and cancellations Opens another site in a new window that may not meet accessibility guidelines.

Delays and cancellations beyond our control (like weather)

If your flight has been canceled or delayed 3 hours or more for reasons beyond our control, as defined under the APPR, we’ll book you on the next flight with available seats at no additional cost.

If we’re unable to rebook you within 48 hours of your original departure time, you’ll be able to choose:

• A full refund for the unused portion of your ticket, or
• Alternate travel arrangements at no additional cost

You can choose a refund at any time before you get a confirmed seat on an alternate flight.

If you’re at a connecting airport, and the delay or cancellation causes your trip to no longer serve its original purpose, we’ll refund your ticket and book you on the next available flight back to your departure airport at no additional cost.

We will ask for passengers who are willing to voluntarily give up their seats in exchange for compensation. If there aren’t enough volunteers, we will choose customers to change flights involuntarily and deny boarding. If you’re denied boarding, we may be required to compensate you at the airport* in the amount of:

• $900 CAD, if the arrival of the passenger’s flight at the destination that is indicated on the original ticket is delayed by less than six hours;
• $1,800 CAD, if the arrival of the passenger’s flight at the destination that is indicated on the original ticket is delayed by six hours or more, but less than nine hours; and
• $2,400 CAD, if the arrival of the passenger’s flight at the destination that is indicated on the original ticket is delayed by nine hours or more.

Before you board your new flight, we'll provide you with:

• A snack and a drink, depending on how long you’ve waited, the time of day, and your location
• Access to communication devices

If you have to wait overnight for a new flight, we’ll offer you a reasonable hotel or overnight stay free of charge. We’ll also provide transportation to the hotel and back to the airport.

In the event of a tarmac delay on Canadian soil, American is required to allow you to disembark the plane after 3 hours unless take-off is imminent within 45 minutes or conditions do not allow us to safely return to a gate. During a lengthy tarmac delay we will provide you with a snack and beverage, access to washrooms, and the ability to use personal communication devices, as long as it’s safe to do so.

Under the APPR, we will do our best to:

• Seat children under the age of 5 directly beside their accompanying adult*.
• Seat children aged 5 to 11 in the same row as their accompanying adult and separated by no more than one seat (or the space of an aisle).
• Seat children aged 12 or 13 no more than two rows away from their accompanying adult.

We will assign seats, at no charge, to a child (under 14) and accompanying passenger at the earliest opportunity. Seating can be arranged on aa.com, by calling Reservations, or at any American Airlines ticket counter. If seats are not assigned prior to boarding, we’ll ask for volunteers to move seats at the gate, and then again on board the plane before take-off, if necessary.

• Update your trip
• Contact Reservations

If we’re unable to arrange seats within the required distance of each other, we’ll speak with the affected passengers about their options. The passengers may choose to sit farther apart, or decide not to travel at all. We’ll provide alternate travel options or a refund, whichever is preferred by the passengers.

If your bag is missing for 21 days or more, or damaged, we'll compensate you for:

• The amount you paid for your bag
• Any amount required by the Carriage by Air Act, if it applies
• Any amount required by the Convention for the Unification of Certain Rules for International Carriage by Air, where the Carriage by Air Act does not apply

If your bag is missing for 21 days or less, we'll compensate you for:

• Your bag fees
• Any amount required by the Carriage by Air Act, if it applies
• Any amount required by the Convention for the Unification of Certain Rules for International Carriage by Air, where the Carriage by Air Act does not apply

Additional rights (including rights applicable to lost or damaged baggage including musical instruments) may be specified in the conditions of carriage as applicable. Additional information about your rights is also available on the Canadian Transportation Agency website.

Canadian Transportation Agency: Know your rights Opens a new site in another window that may not meet accessibility guidelines.

If you are entitled to compensation under more than one government’s regulations, we will provide you with the highest eligible amount.

• Conditions of carriage
• Liability for international flights

Contact American Airlines if you have questions about your rights, are seeking compensation under the APPR, or would like to file a complaint pursuant to the regulations. If you are unsatisfied with American’s resolution of the complaint, you may also direct a complaint to the Canadian Transportation Agency.

• Contact American
• Canadian Transportation Agency: File an air travel complaint Opens another site in a new window that may not meet accessibility guidelines.