Helpful videos for air travellers

The Agency launched a series of videos to help air travellers ensure their trips go as smoothly as possible.

These short, informative clips explain in straightforward terms how travellers can deal with some of the most common problems they face – such as ticketing issues, lost and delayed baggage, or scheduling irregularities – and provide useful tips on how to prevent these issues from arising.

The Agency has also launched an updated version of its popular Fly Smart air travel guide. Thanks to its new, mobile-friendly interface, this resource tool will help air travellers understand their rights and responsibilities, both at home and on the go.

Video: Airline ticket and tariff

Transcript: Airline ticket and tariff

NARRATOR: Dealing with airline ticket issues can be frustrating and if you make a mistake, it can often lead to extra fees or being refused transport by the airline.

So, what is your ticket exactly?

The ticket you purchase is proof you have a contract with that airline and there is supposed to be a seat with your name on it.

(clearing throat)

Actually, your name is on the ticket…not literally on the seat.

And like any contract, you should make sure you understand the terms and conditions before you commit to paying.

You wouldn’t sign a mortgage or a car lease without knowing what’s in the fine print, would you?

It’s the same with an airline ticket. Each airline has its own terms and conditions in a document called a “tariff”.

You can give the airline a call, visit their ticket counter or go to their website.

There's information about what happens if you make a mistake while booking like spelling your name wrong or entering the wrong date.

You may have to pay extra fees to fix a mistake or you could even be refused transport.

It's your responsibility to make sure you've entered the correct information when booking...and if you realize you've made a mistake, contact the airline immediately.

Look at it this way. An airline ticket is a binding contract that involves spending your hard earned cash.

Having a good understanding of an airline’s terms and conditions and having issues clarified before you buy a ticket helps to eliminate unpleasant surprises, extra fees and frustration.

Fly Smart. Know Your Rights & Responsibilities.

Video: Baggage limits, fees and liability

Transcript: Baggage limits, fees and liability

NARRATOR: How many bags can you take on your trip… without having to pay extra fees, that is.

And what happens if the airline loses your bags?

The answers to these questions depend on the airline you’re flying with.

It’s important to be aware of its terms and conditions relating to baggage limits, fees and compensation for lost, delayed or damaged bags, especially now that many airlines charge for checked baggage or they limit the number of bags that you may carry on board.

So where do you find out about an airline’s baggage policy?

You can give them a call, visit their ticket counter or go to their website. Each airline lists its terms and conditions of carriage in a document called their “tariff”. It is your contract with the airline.

You’ll find information on how many bags you can check-in or bring into the cabin as carry-on.

Remember that allowable weight, size and any fees for extra bags can vary from airline to airline.

Compensation amounts for lost, delayed or damaged bags are also listed in airlines' tariffs.


  • always keep your receipts for replacement items;
  • there is a maximum to how much an airline will compensate you; and
  • there is a time limit to file your claim.

When in doubt, contact your airline or check out your airline's tariff before your trip.

The Canadian Transportation Agency also provides resources that can help.

Fly Smart. Know Your Rights & Responsibilities.

Video: Check-ins, bumping, delays and cancellations

Transcript: Check-ins, bumping, delays and cancellations

NARRATOR: There’s a variety of reasons why you could end up missing your flight.

It could be that you were too late for your flight’s check-in deadline.

It could be due to bad weather.

It could be that your flight is either delayed, overbooked or cancelled.

To know your rights and responsibilities, in any of these situations, it’s best to get familiar with an airline’s “tariff”. You can find it on their web site or any place they do business.

A tariff is the airline’s terms and conditions of carriage: your contract with the airline.

It contains information on the airline's legal obligations in cases of changes to their scheduled flights.

In those instances, airlines might offer you a refund or rebook you. But you shouldn’t automatically assume that they will.  An airline's legal obligation will vary depending on the circumstances.

If you miss your airline's check-in deadline, the airline can refuse to transport you.

Airlines have strict deadlines. Being late at the check-in or even the baggage drop-off area can result in your reserved seat being reassigned or your reservation being cancelled and you missing your flight.

Check-in times for domestic and international flights are different and vary depending on the airline.

With most airlines, you may be able to check-in online, usually 24 hours before your flight leaves. But you still have a deadline to arrive at the gate for your flight and to check in your baggage.

If you’re not sure, check with the airline and find out about the terms and conditions that apply to your ticket.

The Canadian Transportation Agency also has useful tips and tools for travelers that can help.

It’s an easy way to reduce the risk of missing your flight.

Fly Smart. Know Your Rights & Responsibilities.

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