Canadian passenger rights
Air Passenger Protection Regulations
The Air Passenger Protection Regulations (APPR) provide requirements for carriers regarding standards of treatment, communication obligations, and compensation in certain instances when your flight is delayed, cancelled, delayed on the tarmac, or if you are denied boarding. The APPR also outline compensation requirements for lost baggage and guidelines for travelling with musical instruments and family seating when travelling on a small airline.
In certain circumstances, you may be entitled to certain standards of care and compensation under the APPR. For more information about your passenger rights, see our updated tariffs and conditions of carriage, read the full tariff below, or visit Canadian Transportation Agency.
- Situations within airline control include commercial overbooking; scheduled maintenance of an aircraft that is necessary to comply with legal requirements; or mechanical malfunction of the aircraft identified during scheduled maintenance.
- Situations within airline control but required for safety purposes are unforeseen events legally required to reduce safety risk to passengers. Safety decisions made by the pilot and those made under an airline’s Safety Management System fall into this category.
- Situations outside airline control include war or political instability; illegal acts or sabotage; meteorological (weather) conditions or natural disasters that make the safe operation of the aircraft impossible; instructions from air traffic control; a Notice to Airmen (as defined in the Canadian Aviation Regulations); a security threat; airport operation issues; a medical emergency; a collision with wildlife; a labour disruption within the carrier or within an essential service provider such as an airport or an air navigation service provider; a manufacturing defect in an aircraft that reduces the safety of passengers and that was identified by the manufacturer of the aircraft concerned, or by a competent authority; and an order or instruction from an official of a state or a law enforcement agency or from a person responsible for airport security.
- Weight, size and quantity restrictions. Please see our luggage page for more detailed information on baggage and luggage allowances.
- Cabin storage options;
At the aircraft, all bags including musical instruments, will be stowed in the cargo area of the aircraft. For safety purposes, only very small items that will fit in the seat-back pocket may be carried with you into the cabin. Upon arrival at your destination, your bags will be unloaded by our crew and handed to you on the dock at the aircraft.
- Options in the event of aircraft downgrading;
In the event your aircraft is downgraded to a smaller aircraft, we will take all reasonable efforts to accommodate your instrument, however, there may be restrictions due to the size of aircraft. If the instrument does not travel with you, it will be placed on the next available flight that can accommodate its size.
- Fees for transporting musical instruments.
Your musical instrument will count towards your luggage weight allowance (based on your chosen fare). If your luggage is in excess of your guaranteed allowance, all additional luggage (including musical instrument) weight will incur additional fees of $1 per pound. Anything above the guaranteed luggage allowance travels on a space available basis.
If your luggage has been lost, delayed or damaged, please file a claim using our luggage claim form.
For damaged baggage, the claim must be submitted as soon as possible; however, forms must be submitted within seven days after the passenger receives the baggage. For potentially lost baggage, the claim must be submitted within 21 days after the day it was supposed to arrive.
Harbour Air Group does not assume liability for normal wear and tear to baggage or lost items, which includes damage to or loss of protruding items and baggage parts such as straps, pockets, pull handles, hanger hooks, wheels and feet, or other items attached to the baggage, as well as damage to oversized or overpacked bags.
In the event a passenger’s luggage is damaged or lost, all excess luggage fees, if paid, will be reimbursed.
BAGGAGE CLAIM FORM
Denied boarding occurs when a passenger has a valid ticket for a flight but is not allowed to occupy a seat aboard the aircraft because the number of passengers who have checked in, have proper documentation and are at the gate on time is greater than the number of available seats that can be occupied.
Harbour Air does not engage in the practice of overbooking flights. However, any passenger who is denied boarding for a reason that is within our control and is not required for safety, are entitled to compensation. A passenger’s compensation would be based on length of delay at arrival at their final destination.
Length of delay Amount (CAD)
0-6 hours $900
6-9 hours $1800
9+ hours $2400
Unique to seaplane travel, any aircraft will not be boarded until 10 minutes prior to departure.
While waiting for departure, passengers have access to working lavatories, proper ventilation and heating or cooling, food and drink, and the ability to communicate with people outside the terminal. In the event of delays or cancellations, Harbour Air will keep passengers regularly informed if there is a flight disruption.
All passengers will be advised as to why their flight has been disrupted as soon as is feasible. This information will have to be provided through an audible announcement. Email and text messages will also be sent if this contact information was provided at the time of booking.
A flight status update will take place every 30 minutes until a new departure time or cancellation has been confirmed.
In the event of a flight delay or cancellation, your options are:
1) We can book you on our next available flight.
2) We can refund your flight charges and assist you in sourcing alternate travel arrangements whether it be by ground transportation, ferries or other air transportation options that may be available.
For flight delays or cancellations that are in our control and not related to safety, passengers are entitled to compensation based on the length of delay at arrival at their final destination:
Length of delay Amount (CAD)
3-6 hours $125
6-9 hours $250
9+ hours $500
We are happy to help seat children under the age of 14 near to their parent, guardian or tutor. The proximity depends on the age of the child:
- Under the age of 5 will be in a seat adjacent to their parent, guardian or tutor.
- Aged 5 to 11 will be in the same row, or directly in front or behind one another, and separated by no more than one seat from their parent, guardian or tutor.
- Aged 12 or 13 separated by no more than a row from the parent, guardian or tutor.
We also have an unaccompanied minor program available to those between the ages of 5 and 11.
Air Passenger Protection – Know your Rights
If you are denied boarding, your flight is cancelled or delayed at least two hours, or if your baggage is lost or damaged, you may be entitled to certain standards of treatment and compensation under the Air Passenger Protection Regulations.
Air carriers also publish their tariffs on their websites. The tariff set out terms and conditions of carriage that apply to your travel. You may view these documents online or ask your carrier for a copy..
For more information about your passenger rights, please contact your air carrier, or visit the Canadian Transportation Agency’s website.
Protection des passagers aériens – Connaissez vos droits
Si l’embarquement vous est refusé, ou si votre vol est annulé ou retardé d’au moins deux heures ou si vos bagages sont perdus ou endommagés, vous pourriez avoir droit au titre du Règlement sur la protection des passagers aériens, à certains avantages au titre des normes de traitement applicables et à une indemnité.
Les transporteurs aériens publient également leurs tarifs sur leurs sites Web. Il s’y trouve des conditions de transport importantes qui s’appliquent à votre voyage. Vous pouvez consulter ces documents en ligne ou en demander une copie à votre transporteur.
Pour de plus amples renseignements sur vos droits, veuillez communiquer avec votre transporteur aérien ou visiter le site Web de l’Office des transports du Canada.
If you have any inquiries or concerns with the Air Passenger Protection Regulations (APPR), please contact us or complete the form below.