Notice of rights for Canada travel

United works hard to get you to your destination safely, on time, as scheduled. There may be times when weather, air traffic control, operational or service considerations lead to flight delays, cancellations or diversions. This Notice contains important information about your rights established under Canada’s Air Passenger Protection Regulation (APPR), Bill C-49, for travel from Canada operated by United Airlines and its United Express (UAX) partners.

“If you are denied boarding 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.”

"Si l’embarquement vous est refusé 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. 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."

You are not entitled to these rights if you are denied boarding on the grounds of health, safety, security, invalid travel documentation, or for the reasons stated in Rule 21 of United’s Contract of Carriage.

Long tarmac delay

United has established procedures to manage a long tarmac delayed flight (LTD). Per the APPR, an LTD is a flight delayed on the tarmac with the doors of the aircraft closed for departure or after the flight has landed.

  1. Standard of treatment – For LTD flights United will provide affected passengers with the following free of charge: access to working lavatories; ability to communicate with people outside the plane if feasible; adequate food and drink; medical assistance as soon as possible; and proper ventilation/cooling/heating of the aircraft.
    1. These standards may be suspended if the pilot-in-command of the aircraft determines that safety or security considerations preclude providing such service.
  2. Disembarkation – For LTD flights on Canadian soil that have been delayed for three (3) hours on the tarmac, United will provide passengers with an opportunity to disembark unless:
    1. The pilot in command reasonably believes that takeoff will occur no later than 3 hrs. 45mins. after the start of the LTD event;
    2. Reasons related to safety, security, customs, and ATC would prohibit disembarkation.

If feasible, priority disembarkation will be given to persons with disabilities, their support person, service, or emotional support animal.

Lost, delayed, or damaged baggage

If your checked baggage is delayed or damaged and you're still at the airport, please go to the Baggage Service Office to inform United. Or, you may call our Baggage Service Center at 1-800-335-BAGS (1-800-335-2247) from the U.S. and Canada or 1-281-821-3526 from outside the U.S. and Canada. In cases of lost or damaged checked bags, United will reimburse you for the amount you paid to check the bag.

You must report damaged baggage within seven (7) days of receipt of the baggage and you must report delayed baggage within 21 days after the day the baggage was supposed to arrive. If you do not file a claim within the necessary time period, we will not be able to provide you with compensation. If your flight was not operated by United/UAX, please contact the airline that operated your flight. Reimbursement for expenses will be based upon acceptable proof of claim.

After you report your bag as delayed, we will begin an immediate search for your bag. If we're unable to find your bag after three days, we deem your bag lost and will compensate you. For international travel to and from Canada the Montreal Convention applies. Liability for lost, delayed, or damaged baggage is limited to 1,131 SDR per passenger for baggage, whether checked or unchecked. Exchange rates are available at www.IMF.org.

Denied boarding

Before we deny boarding to any customer, we will request volunteers to surrender their seats in exchange for the agreed upon compensation or benefits. If you voluntarily surrender your seat, you will be entitled to receive care as described in section C of this Notice and rerouting or refund as detailed in the section B of this Notice.

In the event that there are insufficient volunteers, United will not remove someone already onboard the aircraft. United will also not deny boarding an unaccompanied minor; passengers who are qualified individuals with disabilities and their service animal or travel assistant ; family members traveling together; and someone previously denied boarding.

Customers who are involuntarily denied boarding are entitled to rerouting defined under section B and care defined under section C, both below. In addition, customers who are involuntarily denied boarding for reasons within United/UAX control which are not required for safety reasons are entitled to compensation based on the length of the delay in arriving at the final destination stated in their original ticket:

  • Delays of 0-6 hours: CAD $900
  • Delays of 6-9 hours: CAD $1800
  • Delays of 9+ hours: CAD $2400

Compensation due under this section can be paid in cash, prepaid card, EFT, bank check or, with your written agreement, in a travel voucher. If provided in travel voucher, the compensation amount will be higher than the amounts stated above. Compensation will be issued before your new departure time or within 48 hours of the denied boarding incident.

Flight delays and cancellations

Under the APPR, United will provide the following depending on the level of control it has over the flight disruption (flight delays/cancellation).

  1. For flight disruptions within United/UAX’s control - United will provide compensation defined under section A below, rerouting defined under section B below and the care provisions defined under section C below.
  2. For flight disruptions within United/UAX’s control but required for safety reasons - United will provide rerouting defined under section B below and the care provisions defined under section C below.
  3. For flight disruptions outside of United, UAX’s control: United will provide rerouting defined under section B below.
  1. Compensation footnote1

    We will pay any compensation due in cash, by prepaid card, EFT, bank check or, with your written agreement, in a travel voucher. If provided in travel voucher, the compensation amount will be higher than the amount stated in the APPR.

    You are not entitled to compensation set out in APPR if you elected to receive compensation for the same event under rights available to you under a different passenger rights regime.

  2. Rerouting, refund
    1. If your flight is canceled or your flight is delayed by three (3) hours or more for reasons outside of United/UAX’s control, United will provide you with:
      1. Rerouting under comparable transport conditions to your final destination at the earliest opportunity or within 48 hours of the end of the event that caused the delay, cancellation or denial of boarding. If the alternate travel arrangements are in a higher class of service, United will not request compensation for the difference. If the alternate travel arrangements are in a lower class of service, United will reimburse you for the difference.
      2. If the revised booking is from a new airport, United will pay for transportation to the new airport.
    2. If your flight is canceled or your flight is delayed by three (3) hours or more for reasons within United/UAX’s control but required for Safety, United will:
      1. Reroute you under comparable transport conditions to your final destination at the earliest opportunity or within 48 hours of the end of the event that caused the delay, cancellation or denial of boarding. If the alternate travel arrangements are in a higher class of service, United will not request compensation for the difference. If the alternate travel arrangements are in a lower class of service, United will reimburse you for the difference.
      2. Pay for transportation to the new airport if your revised booking is from a new airport.
      3. If requested, cancel the reservation and issue a refund for unused portions of the ticket.
    3. If your flight is canceled or your flight is delayed by three (3) hours or more for reasons within United/UAX’s control, United will:
      1. Reroute you under comparable transport conditions to your final destination at the earliest opportunity or within 48 hours of the end of the event that caused the delay, cancellation or denial of boarding. If the alternate travel arrangements are in a higher class of service, United will not request compensation for the difference. If the alternate travel arrangements are in a lower class of service, United will reimburse you for the difference.
      2. Pay for transportation to the new airport if your revised booking is from a new airport.
      3. If requested, cancel reservation and issue refund for unused portions of ticket.
      4. If your flight is delayed greater than three hours or is canceled United will provide compensation according to the below footnote1.
        • If the arrival of the passenger’s flight at the destination that is indicated on the original ticket is delayed by three (3) hours or more but less than six (6) hours: CAD $400
        • If the arrival of the passenger’s flight at the destination that is indicated on the original ticket is delayed by six (6) hours or more but less than nine (9) hours: CAD $700
        • If the arrival of the passenger’s flight at the destination that is indicated on the original ticket is delayed by nine (9) hours or mores: CAD $1000
        • The customer must file for compensation within one year of date of delayed or cancelled flight. We will send you the noted compensation within 30 days of receipt of your compensation claim or will advise why your flight was not compensable.
    4. Refunds United will refund (i) the difference if the alternate travel arrangement is booked in a lower class of service and (ii) the cost of additional services that the passenger did not receive in their alternate flight or had to pay for those services a second time. Refunds will be made to the original form of payment used to purchase your ticket or, with your written agreement, in a travel voucher.
      • Refund requests can be submitted online.
      • If you are unable to submit your request using our refund form, or if you need to send additional documentation and can’t do so electronically, you can contact United Refunds using one of the methods below.

        FAX 1-872-825-9364

        POST MAIL
        United Airlines
        United Refunds
        P.O. Box 4607, Dept. NHCRF
        Houston, TX 77253-3056
        Please be sure to include, your United ticket number, your flight information and your contact information, and note the nature of your request.

  3. Care
    1. If you are denied boarding, your flight is canceled, or your flight is delayed by three (3) or more hours beyond scheduled time of departure:
      1. And the expected departure time of your new flight (if any) is the same day as the departure date of your originally ticketed flight, we offer you the following free of charge:
        • Meals and refreshments in a reasonable relation to the waiting time; and
        • Access to means of communication.
      2. We will also offer you free of charge:
        • Hotel accommodations in cases where a stay of one or more nights becomes necessary or a stay additional to that intended by you becomes necessary; and
        • Transport between the airport and place of accommodation (hotel or other)
    2. We may limit or decline your right to care if provisions of care would itself cause further delay.

Seating of Children Under 15 footnote1

United strives to seat children under age 15 with an accompanying adult family member. Customers can select seats through united.com, the United app or your travel agent. If seats aren’t selected in advance, United makes our best effort to find seats in close proximity for families and groups on the same reservation in the cabin they were booked a few days before their flight departs. However, available seats may be limited at that time and your family or group may be split. While we strive to seat your family together, seat selections are not guaranteed and may be changed, including in the event of an aircraft substitution. United works with customers on the day of departure to seat children under 15 in close proximity with their accompanying parent, guardian or tutor. If a child in your group was booked on a separate reservation and you would like to sit together, please call the United Customer Contact Center (1-800-864-8331) and we’ll do our best to find adjoining seats.

Canada Transportation Agency Contacts

If United is unable to solve your problem to your satisfaction, you may contact the Canada Transportation Agency at the following:

Headquarters
Manager, Enforcement Division
Canadian Transportation Agency
Ottawa, Ontario K1A 0N9
Telephone: 819-953-9786, Fax: 819-953-1972
Email: conformite-compliance@otc-cta.gc.ca
Atlantic region (including Nunavut)
Enforcement Officer
Canadian Transportation Agency
1045 Main Street - Suite 109
Moncton, New Brunswick E1C 1H1
Telephone: 506-851-6950, Fax: 819-953-1972
Email: conformite-compliance@otc-cta.gc.ca
Quebec region
Enforcement Officer
Canadian Transportation Agency
700 Leigh-Capreol, Office 1062
Dorval, Quebec H4Y 1G7
Telephone: 514-420-5999, Fax: 819-953-1972
Email: conformite-compliance@otc-cta.gc.ca
Ontario region
Enforcement Officer
Canadian Transportation Agency
4900 Yonge Street, Suite 300
Toronto, Ontario M2N 6A5
Telephone: 416-952-7895, Fax: 819-953-1972
Email: conformite-compliance@otc-cta.gc.ca
Western region (including Yukon and NWT)
Enforcement Officer
Canadian Transportation Agency
#219 - 800 Burrard Street
Vancouver, British Columbia V6Z 0B9
Telephone: 604-666-0620, Fax: 819-953-1972
Email: conformite-compliance@otc-cta.gc.ca

Footnote