Canadian Air Passenger Protection Regulations

Regulations

If you are denied boarding, your flight is cancelled or delayed for at least two hours, 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.

For full terms and conditions applicable to your carriage please consult our Tariff.

Delayed, damaged or lost baggage
If your baggage was delayed, damaged or lost upon your arrival at the airport:
Please contact the luggage service at the airport as soon as possible.
File a claim for compensation by completing the dedicated claim form on our website.
French bee’s liability in the event of destruction, loss, damage or delay of baggage is limited to delayed, damaged or lost baggage is limited to 1,288 Special Drawing Rights per passenger (approximately $2,400 CAD).
Fees paid for check-in of baggage which is delayed, damaged or lost will be refunded.
For more information, see our Tariff.

Notice of Delays or Cancellations
If your flight is delayed or canceled, we will do our best to keep you informed.

Based on the information available, we will communicate:

Status updates every 30 minutes until a new departure time for the flight is set or alternate travel arrangements have been made
New information as soon as possible.
If you’re travelling on a codeshare flight, operated by another airline, we recommend that you contact the carrier directly.

Extended delay or cancellation
Whatever the reason for the delay or cancellation, if your flight is delayed or cancelled, our agents will make every effort to assist you.

Note: this section applies to flights operated by French bee. If you are travelling on a codeshare flight (operated by another airline), you must contact the carrier directly, as the obligation to provide compensation and alternate travel arrangements is the responsibility of the carrier operating the flight which was delayed or cancelled.

(1) Standards of Treatment
In case of a delay or cancellation for safety purposes or due to reasons within our control, and (i) if you have been informed of the delay or of the cancellation less than 12 hours before the departure time that is indicated on your ticket and (ii) you have waited two hours after the departure time that is indicated on your ticket, we will provide you with the following free of charge (unless providing the below assistance would cause greater delay):

Food and drink in reasonable quantities, taking into account the length of the wait, the time of day and your location
Access to a means of communication
Hotel or comparable accommodation, including transportation: for out of town passengers, if we expect that you will be required to wait overnight for your flight or for a flight reserved as part of alternate travel arrangements (subject to availability).

(2) Alternative Travel Arrangements
If your flight is cancelled, or your flight is delayed for more than 3 hours, due to a situation outside of our control, we will:

Provide you, free of charge, a confirmed reservation on our next available flight within 48 hours after the departure time of your ticket, or
If we cannot provide the above, we will re-route you on a flight with another carrier with which we have a commercial agreement, via any reasonable air route from the airport at which you are located to the destination indicated on your ticket.

If we cannot provide you with one of the above, you can choose to obtain a refund for any unused portion of your ticket.
In addition, if your trip no longer serves its purpose because of the disruption, and you are no longer at your point of origin, we will provide, free of charge, a confirmed reservation for a flight back to your point of origin.

If your flight is cancelled, or if your flight is delayed by three hours, due to reasons within our control, we will:

Provide you, free of charge, a confirmed reservation on our next available flight within 48 hours after the departure time of your ticket, or
If we cannot provide the above, we will re-route you on a flight with another carrier with which we have a commercial agreement, via any reasonable air route from the airport at which you are located to the destination indicated on your ticket.

(3) Compensation
In the event of a cancellation or delay of your flight due to a situation within our control and not required for safety purposes, you are entitled to compensation, unless:

The cancellation or delay is a result of exceptional circumstances that cannot be avoided (such as bad weather, political instability, strikes, ground problems and/or flight safety issues…)
You have been informed 14 days or less before the departure time on your ticket.

Compensation amounts:

$125 CAD, if the arrival of your flight at the destination is delayed by three hours or more, but less than six hours
$250 CAD, if the arrival of your flight at the destination is delayed by six hours or more, but less than nine hours
$500 CAD, if the arrival of your flight at the destination is delayed by nine hours or more.

Also, if you refuse the alternative travel arrangements offered because traveling no longer serves a purpose and the cancellation or delay of more than three hours is within our control, we will provide a minimum compensation of $125 CAD.

Please note that you are not entitled to receive delay or cancellation compensation if you have already been paid denied boarding compensation, or if you have already been paid under another passenger rights regime for the same event.

Denied Boarding
Note: this section applies only to flights operated by French bee.

Volunteering
During a denial of boarding situation, we will first ask all passengers if they are willing to give up their seat in exchange for compensation.
Boarding Priority
If there are not sufficient volunteers, we will give priority for boarding to the following passengers, in the following order: unaccompanied minors, passengers with a disability and their support person, service dog, or emotional support dog, if any, passengers traveling with family members, passengers who were previously denied boarding on the same ticket, provided that we are informed of this fact.
Information
If you are involuntarily denied boarding, we will provide you the reason for the denial of boarding, the compensation and standard of treatment to which you may be entitled as well as the recourses available to you.

(4) Standard of Treatment
If you are denied boarding for a situation within our control or for safety reasons, before boarding the flight reserved as an alternate travel arrangement, we will provide you the following free of charge (unless providing the below assistance would cause greater delay):

Food and drink in reasonable quantities, taking into account the length of the wait, the time of day and your location
Access to a means of communication
Hotel or comparable accommodation, including transportation: for out of town passengers, if we expect that you will be required to wait overnight for your flight or for a flight reserved as part of alternate travel arrangements (subject to availability).

(5) Alternative Travel Arrangements
If you are denied boarding due to a situation outside of our control, we will:

Provide you, free of charge, a confirmed reservation on our next available flight within 48 hours after the departure time of your ticket, or
If we cannot provide the above, we will re-route you on a flight with another carrier with which we have a commercial agreement, via any reasonable air route from the airport at which you are located to the destination indicated on your ticket.

If you are denied boarding, due to reasons within our control, we will:

Provide you, free of charge, a confirmed reservation on our next available flight within 48 hours after the departure time of your ticket, or
If we cannot provide the above, we will re-route you on a flight with another carrier with which we have a commercial agreement, via any reasonable air route from the airport at which you are located to the destination indicated on your ticket.

(6) Compensation
If you have been denied boarding due to a situation within our control and not required for safety purposes, you are entitled to compensation, unless:

You have not fully complied with our ticketing and check-in requirements, or you are not acceptable for transportation under our rules and practices. For more information on refusal to transport, see our Tariff
The flight is canceled or delayed
You are offered accommodations on the same flight as the one specified on your ticket, at no extra charge.

Denied boarding compensation amounts:

$900 CAD, if the arrival time of your flight at the destination is delayed by less than six hours
$1,800 CAD, if the arrival of your flight at the destination is delayed by six hours or more, but less than nine hours
$2,400 CAD, if the arrival of your flight at the destination is delayed by nine hours or more.

Seat assignment to children under the age of 14 years
We will facilitate, at no additional charge, the assignment of a seat to a person who is under the age of 14 years in close proximity to an accompanying person (parent, guardian or tutor).

However, it is not always possible to automate such process when families travel with a fare that does not allow seat selection in advance or when traveling with separate bookings. We therefore encourage you to contact our reservation service to ensure that seats are properly allocated.

More information can be found in our Tariff.

Our Tariff
For full terms and conditions of carriage applicable to our air services please visit our Tariff.

Tariffs are subject to change without notice.