Canadian Air Passenger Protection Regulations | Rules and notices

Denied Boarding Notice

This notice contains important information about your rights in the event of denied boarding, under Canada’s Air Passenger Protection Regulations, SOR/2019-150 (the “Regulations”). If you are travelling on a flight operated by Emirates, to or from Canada, these protections apply to you.

Volunteers
In exceptional circumstances, there may not be enough space available on a flight to accommodate all passengers with confirmed reservations. If such a situation arises on your flight, we will first ask for volunteers willing to give up their confirmed seat in exchange for an Options Voucher and a confirmed seat on a later flight.
Boarding Priorities
If there are not enough volunteers, we may deny boarding to passengers holding a confirmed reservation in accordance with the rules of the Regulations and the policies set out in our Tariff.
Alternative travel arrangements and refunds
3.1 Situations within our control, including those required for safety purposes
If you are denied boarding involuntarily due to reasons within our control, including those required for safety purposes, we will:
1. book you on the next available flight (operated by Emirates or another airline we have an agreement with) on any reasonable route to your destination, that departs within nine (9) hours of your original scheduled time of departure; or
2. if we cannot do this, we will book you on a flight (operated by Emirates or any other airline) on any reasonable route to your destination, that departs within forty-eight (48) hours of your original scheduled time of departure; or
3. if we are still unable to provide a confirmed reservation as described above, we will book you on a flight (operated by Emirates or any other airline) on any reasonable route to your destination, from another airport that is within reasonable distance of your departure airport. In such cases, we will provide transportation to the new departure airport.
If you refuse the alternative travel arrangements we offer, we will: (i) refund your ticket and return you to your point of origin if you are no longer at the point of origin indicated on your original ticket and your travel no longer serves a purpose as a result of the delay or cancellation and (ii) in any other case, refund the unused portion of your ticket. You can request a refund via our online refund request form.
3.2 Situations outside of our control*
If you are denied boarding involuntarily due to reasons outside of our control*, we will:
1. book you on the next available flight (operated by Emirates or another airline we have an agreement with) on any reasonable route to your destination, that departs within forty-eight (48) hours of your original scheduled time of departure; or
2. if this is not possible, we will, at your choice:
  1. book you on the next available flight (operated by Emirates or any other airline) on any reasonable route to your destination, or alternatively re-route you from another airport that is within reasonable distance of your departure airport to your destination. In such cases, we will provide transportation to the new departure airport; or
  2. refund any unused portion of your ticket.
Assistance
If you are denied boarding involuntarily, for a situation within our control, including those required for safety purposes, we will provide you with:
1. meals and refreshments in reasonable relation to the length of the wait and the time of day;
2. access to a means of communication, where feasible; and
3. overnight accommodation and roundtrip transportation from the airport to the accommodation, subject to availability and within reasonable distance from the airport.
Please note that we may limit or not provide the assistance described above, if doing so would further delay your travel.

Compensation

If you have been involuntarily denied boarding for a reason within our control (excluding situations required for safety purposes) you will be entitled to choose, according to the rules in our Tariff, between an Options Voucher and monetary compensation.

Monetary compensation is based on the arrival time at your final destination, as follows:

Total delay at final destination stated in your original ticket	Amount (CAD)
Delayed by less than six (6) hours	CAD 900
Delayed by six (6) hours or more, but less than nine (9) hours	CAD 1,800
Delayed by nine (9) hours or more	CAD 2,400

Please note that you will not be entitled to compensation if you have already received compensation for the same event under another passenger rights regime.

Questions and complaints

If you have any questions related to your rights under Canada’s Air Passenger Protection Regulations, or to file a request for compensation, in the first instance, please contact our Customer Affairs department directly using the Feedback or Complaints Form.

You can also contact the Canadian Transportation Agency. For more information, visit the Canadian Transportation Agency website(Opens an external website in a new tab).

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

^{*According to the Regulations, situations outside a carrier’s control, include but are not limited to the following: war or political instability, illegal acts or sabotage, meteorological conditions or natural disasters that make the safe operation of the aircraft impossible, instructions from air traffic control, a NOTAM, as defined in subsection 101.01(1) of 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.}