Legal — Information on Canada's Air Passenger Protection Regulations (APPR)
Care during a delay
We will care for you during a delay.
We realize the inconvenience a delayed flight can cause. Our first job during a delay is working to get you to your destination as soon as possible. Your comfort during a delay is also a priority. Listed below are the amenities we can provide while you wait. Please note that for situations beyond our control, some exceptions apply (see below).
One hour
If we've caused your flight to be delayed one hour or more past your original scheduled arrival, upon request, we can assist you in making a phone call to let those at your destination know when you'll be arriving.
Two Hours
If we've caused your flight to be delayed two hours or more past your original scheduled arrival, we will work to provide options for food and drink within the terminal at the departure airport.
Three hours
If we’ve caused your flight to be delayed three hours or more past your original scheduled arrival and we already have your email address, our Customer Care team will reach out to you with an apology and relevant discount code off a future Alaska Airlines flight. Alaska Airlines will work with our passengers to ensure they reach their final destination which may involve rebooking to the next available Alaska Airlines flight or rebooking on another air carrier. Alaska Airlines will work to ensure our passengers are rebooked in the same class of service or cabin in their original reservation when possible. If available options for rebooking do not meet your travel needs, you may be entitled to a refund of your ticket, as well as compensation of $400 CAD for your inconvenience. To receive the above compensation, you must file a request with the Alaska Airlines Customer Care department within 364 days from when the flight delay/cancellation took place. Alaska Airlines will respond within 30 days after the day on which it receives the request and shall provide the compensation or an explanation as to why compensation is not payable.
If your flight is delayed three hours or more past your original scheduled arrival for a reason outside of our control, and we cannot provide you with a confirmed reservation on the next available flight operated by Alaska Airlines or a partner airline leaving within 48 hours of the departure time on your original ticket, we will, at your choice, provide a refund of the unused portion of your ticket (including any unused additional services) or make alternate travel arrangements for you, free of charge. You are free to change your decision and choose a refund at any time before being provided a confirmed reservation on an alternate flight.
Compensation for delayed flights of 3 hours or more
If your flight is delayed for a reason that is not out of carrier control and not related to safety, you may be entitled to compensation based on following length of delay to your final destination:
| Length of Delay |
Amount (CAD)* |
| 3-6 hours |
$400 |
| 6-9 hours |
$700 |
| 9+ hours |
$1000 |
*Compensation will be provided in the form of USD unless otherwise requested.
To receive the minimum compensation referred in the chart above, you must file a request for compensation with the Alaska Airlines Customer Care within 364 days from when the flight delay took place. Alaska Airlines will respond within 30 days after the day on which it receives the request and shall provide the compensation or an explanation as to why compensation is not payable.
Examples of delays outside carrier control: illegal acts/ sabotage, meteorological conditions/ natural disasters, ATC instructions, certain NOTAMs, a security threat, airport operation issues, medical emergency, collision with wildlife, labor disruption, maintenance related airworthiness directive, order by a local/state/federal entity required for security or other issues required for safety purposes.
Exceptions to delayed flight care/compensation
Except as specifically stated above, we cannot provide the amenities outlined in this section if air traffic control, a weather situation, or another extraordinary circumstance beyond our control occurs at any city within your intended flight routing. We will do all possible to advise you of weather problems before departure, but it is always advisable to check your flight status and weather conditions along your route and plan accordingly. In the event we experience severe irregular operations, we will post an alert on the top of our homepage.
Providing food and drink during a delay: If providing food and drink during a delay may add additional time to a departure, Alaska Airlines may elect not to provide such amenities as it would further inconvenience our passengers and further delay their arrival to their destination.
For additional information regarding support during delays, visit our contract of carriage page.
Canceled flights
If your flight is canceled, and the city where the cancellation occurs is 100 miles away from home, hotel accommodations can be provided. Accommodations include single or family rooms and round-trip ground transportation to an airport area hotel.
If your flight is cancelled for a reason outside of our control, and we cannot provide you with a confirmed reservation on the next available flight operated by Alaska Airlines or a partner airline leaving within 48 hours of the departure time on your original ticket, we will, at your choice, provide a refund of the unused portion of your ticket (including any unused additional services) or make alternate travel arrangements for you, free of charge. You are free to change your decision and choose a refund at any time before being provided a confirmed reservation on an alternate flight.
Compensation for Canceled Flights
If your flight is canceled for a reason that is not out of carrier control and not related to safety, you may be entitled to compensation based on following length of delay to your final destination:
| Length of Delay |
Amount (CAD)* |
| 3-6 hours |
$400 |
| 6-9 hours |
$700 |
| 9+ hours |
$1000 |
*Compensation will be provided in the form of USD unless otherwise requested.
To receive the minimum compensation referred in the chart above, you must file a request with the Alaska Airlines Customer Care department within 364 days from when the flight cancellation took place. Alaska Airlines will respond within 30 days after the day on which it receives the request and shall provide the compensation or an explanation as to why compensation is not payable.
Examples of cancellations outside carrier control: illegal acts/ sabotage, meteorological conditions/ natural disasters, ATC instructions, certain NOTAMs, a security threat, airport operation issues, medical emergency, collision with wildlife, labor disruption, maintenance related airworthiness directive, order by a local/state/federal entity required for security or other issues required for safety purposes.
Refunds for Canceled Flights
If your flight was canceled and available options for rebooking do not meet your travel needs, you may be entitled to a refund of your ticket, as well as compensation of $400 CAD for the inconvenience. To receive the above compensation, you must file a request with the Alaska Airlines Customer Care department within 364 days from when the flight delay/cancellation took place. Alaska Airlines will respond within 30 days after the day on which it receives the request and shall provide the compensation or an explanation as to why compensation is not payable. Please note if the ticket is refunded, you are not entitled to delayed arrival compensation as previously noted.
Exceptions to canceled flight care/ compensation
Except as specifically stated above, we cannot provide the amenities outlined in this section if air traffic control, a weather situation, or another extraordinary circumstance beyond our control occurs at any city within your intended flight routing. We will do all possible to advise you of weather problems before departure, but it is always advisable to check your flight status and weather conditions along your route and plan accordingly. In the event we experience severe irregular operations, we will post an alert on the top of our homepage.
For additional information regarding support during cancellations, please visit our contract of carriage page.
Refunding additional services or changes in class of service
If in the course of a delay or cancellation you are rebooked to another Alaska Airlines flight or another carrier and you have been placed in a lower class of service or have not been provided a service that was purchased on your original itinerary, you may be entitled to a refund in the difference in fare or for the services not rendered. For additional information please contact the Alaska Airlines Customer Care Department.
Denial of boarding for guests to/from Canada
We will handle an overbooked flight consistently.
We sometimes overbook flights because people often book reservations without using them. If you are curious whether your flight has more reservations than the number of seats onboard, feel free to ask our reservations or airport personnel. We are happy to provide you current information on the status of your flight; however, the number of reservations can change, so the information we provide you in advance may differ from the information you receive at check-in.
Request for volunteers
When a flight is overbooked, and more passengers show up than a flight can accommodate, we will request volunteers to give up their seats in exchange for a certificate for a discount on future travel. The selection of volunteers is at the discretion of Alaska Airlines. We must consider factors such as final destination, number of travelers and connecting flight availability. If you volunteer and your seat is not needed, we will try to retain your original seat assignment; however, this is not always possible.
We appreciate customers who are able to take a later flight. When you volunteer to give up your seat, we will rebook you on the next available flight to your destination at no additional charge. This may not be the next flight and may include flights on other airlines.
In addition to our volunteer program, we have invested in sophisticated computer systems that forecast passenger loads, which reduces the number of customers who are involuntarily denied boarding. When a volunteer is not found, we will deny boarding to the last customer(s) who checked in on time. Monetary compensation, as outlined below, is offered on Alaska Airlines flights.
Involuntary denied boarding compensation for guests traveling to/from Canada
If you are involuntarily denied boarding, we will rebook you to your destination as soon as possible. You will also be eligible for the following compensation:
- Rebooked to arrive at your destination less than 6 hours of original flight: $900 CAD
- Flights rebooked to arrive at your destination between 6-8 hours of original flight: $1,800 CAD
- Flights rebooked to arrive at your destination by 9 hours or more of original flight: $2,400 CAD
You may choose not to travel. In this case, we will refund the affected flight segments in addition to your monetary compensation. In lieu of the predetermined monetary compensation listed above, eligible involuntarily denied customers can choose to accept the same compensation package offered to volunteers on their flight.
