Passenger Rights - Canada Air Passenger Protection Regulations (APPR)
The Air Passenger Protection Regulations (APPR) set out the obligations of airlines operating to and from Canada regarding treatment and compensation as outlined below:
Japan Airlines, as a carrier flying to Canada, is compliant with the regulation on our operating flights departing from and arriving in Canada.
The details of our basic policy are described below. For flights operated by other carriers or codeshare flights operated by partner airlines, please contact the operating carrier.
Flight Delays for 3 Hours or More and Cancellations
a. Notice to Passengers
In the event of a flight delay (delay at final destination from the original scheduled arrival time) or cancellation, we will promptly inform you of the reason via JAL website, email, or other means. If a new departure time has not yet been determined, we will provide status updates at the airport every 30 minutes. For compensation, please refer to section "e. Compensation" below.
b. Arrangements of Alternative Flights
Delays/Cancellations due to Company Fault (including Safety Reasons)
Rebooking will be offered at no additional cost in the following order of priority:
- Flights operated by JAL or one of our partner carriers departing within 9 hours of the original departure time.
- Flights operated by JAL, one of our partner carriers, or other carriers available in accordance with the APPR departing within 48 hours of the original departure time.
Delays/Cancellations outside Company Fault (Force Majeure)
Rebooking will be offered at no additional cost in the following order of priority:
- Flights operated by JAL or one of our partner carriers departing within 48 hours of the original departure time.
- Flights operated by other carriers available in accordance with the APPR.
c. Refunds
If you do not wish to accept the alternative flight arranged by JAL, we will refund the unused sectors of your ticket. Furthermore, if a delay or flight cancellation occurs at a connection point within 24 hours of departure and you choose to discontinue your journey, JAL will also arrange transportation back to your point of origin.
d. Service Provided at the Airport
The following services will be provided free of charge if conditions below are all met:
(Conditions)
- The cause of the cancellation or delay is due to company fault or required safety reasons.
- You have been notified of the cancellation or delay less than 12 hours before the original scheduled departure time.
- You have been waiting at the airport for 2 hours or more after the original scheduled departure time.
(Services Provided)
- Meals and drinks in reasonable quantities given the length of the waiting time, the time of day, and the location (May not be provided depending on the waiting time until your alternative flight departs.)
- Access to means of communication.
- If the alternative flight departs the next day or later and JAL determines that overnight accommodation is necessary: Hotel or comparable accommodation, and round-trip transportation to the hotel.
For disruptions outside of JAL's control (such as severe weather or airport and air traffic disruption), hotel accommodation will not be provided.
e. Compensation under the APPR
If a flight cancellation or delay is caused by reasons due to company fault (excluding safety reasons) and your arrival at the final destination is delayed compared to the original scheduled arrival time, JAL will pay the following compensation. Application is accepted within one year from the date of the cancellation or delay.
|
Length of Delay at Final Destination from the Original Scheduled Arrival Time |
Compensation Amount |
|---|---|
|
3 hours or more and less than 6 hours |
CAD 400 |
|
6 hours or more and less than 9 hours |
CAD 700 |
|
9 hours or more |
CAD 1,000 |
Compensation will not be paid in the following cases:
- Holding an open ticket without a confirmed reservation.
- Delay or Cancellation was notified 15 days or more in advance before the original scheduled departure date.
- Delay or Cancellation is due to safety reasons.
- The claim is made more than one year after the date of the delay or cancellation.
- You have already received compensation from JAL for the same event under other applicable regulations.
Tarmac Delays (Delays on Board before Takeoff or after Landing)
If passengers are kept waiting on board the aircraft on the tarmac or at the gate at airports in Canada for more than 3 hours before takeoff or after landing, we will do our best to allow passengers to disembark.
However, this does not apply if takeoff is expected within 3 hours and 45 minutes after the doors are closed, or if the services listed below can be provided on board.
Additionally, disembarkation may not be possible due to reasons outside the carrier's control, such as safety and security reasons, or instructions from air traffic control or customs.
If waiting on board continues for lengthy period, the following will be provided subjected to operational circumstances:
- Proper ventilation and temperature control of the cabin, and access to lavatories.
- Means of communication with people outside the aircraft where possible.
- Meals and drinks in reasonable quantities given the length of the waiting time, the time of day, and the location (May not be provided depending on the operational circumstances.)
- Medical assistance where possible if urgent medical attention is required.
Denied Boarding due to Seat Unavailability
There may be unavoidable circumstances where boarding may be denied due to seat unavailability such as aircraft change, oversale or for operational reasons.
JAL will make every effort to arrange an alternative flight in accordance with APPR to minimize the disruption to your journey.
Please note that if you voluntarily agree to change your itinerary, the "Denied Boarding" provisions below do not apply.
a. Notice to Passengers
In the event of denied boarding, we will provide the following information:
- The reason for denied boarding
- The compensation amount
- Alternative flight
- Meals and drinks in reasonable quantities given the length of the waiting time, the time of day, and the location (May not be provided depending on the waiting time until your alternative flight departs.)
- If the alternative flight departs the next day or later and JAL determines that overnight accommodation is necessary: Hotel or comparable accommodation, and round-trip transportation to the hotel.
- Refund of the ticket, if requested.
b. Arrangements of Alternative Flights
Denied Boarding due to Company Fault (including Safety Reasons)
Rebooking will be offered at no additional cost in the following order of priority:
- Flights operated by JAL or one of our partner carriers departing within 9 hours of the original departure time.
- Flights operated by JAL, one of our partner carriers, or other carriers available in accordance with the APPR departing within 48 hours of the original departure time.
- Flights operated by other carriers available in accordance with the APPR.
Denied boarding outside Company Fault (Force Majeure)
Rebooking will be offered at no additional cost in the following order of priority:
- Flights operated by JAL or one of our partner carriers departing within 48 hours of the original departure time.
- Flights operated by other carriers available in accordance with the APPR.
c. Refunds
If you choose to discontinue your travel and request a refund, we will refund the unused sectors of the ticket in accordance with the APPR. If you discontinue your journey at a connecting point, we will also provide transportation back to the point of origin as stated on your ticket at our expense.
d. Compensation
If your itinerary is changed without your consent and the arrival at your destination on the alternative flight is delayed compared to the original schedule, JAL will pay compensation as follows based on the APPR. (This excludes cases where denied boarding is required for safety reasons.)
|
Length of Delay at Final Destination from the Original Scheduled Arrival Time |
Compensation Amount |
|---|---|
|
Less than 6 hours |
CAD 900 |
|
6 hours or more and less than 9 hours |
CAD 1,800 |
|
9 hours or more |
CAD 2,400 |
e. Priority for Boarding Given for Certain Passengers
Where a denial of boarding occurs, JAL will give priority for boarding to passengers in the following order:
- Unaccompanied children (defined by the APPR)
- Passengers requiring assistance (and their accompanying passengers/service animals)
- Passengers traveling with family members
- Passengers who were previously denied boarding on the same ticket
Assignment of Seats to Children under the age of 14 years
For passengers traveling with children under the age of 14, JAL will facilitate the assignment of seats adjacent to or in close proximity to their parent or guardian, depending on the children's age, as indicated below where possible. However, if you select a seat subject to a paid advance seat selection, the applicable fee will also apply to the child.
If JAL is unable to assign seats adjacent to or near the parent/guardian before check-in, we will do our best for the seating at the time of check-in or at the boarding gate.
|
Age of Children |
Seat Assignment |
|---|---|
|
Under 4 years |
Adjacent to the parent/guardian's seat |
|
5 to 11 years |
In the same row as the parent/guardian, separated by no more than one seat (e.g., across the aisle), or otherwise in close proximity |
|
12 to 13 years |
Separated by no more than a row from the parent/guardian's seat |
Checked Baggage
If you have paid excess baggage charges at the departure airport and your checked baggage is damaged or delayed upon arrival, please contact our staff at the arrival airport.
Inquiries and Claims for Compensation
Please provide the following information and contact us via the online form "Comments to JAL"
- Subject: Please write "APPR"
- Flight number and Date of travel
- Passenger name (in Katakana or English as on ticket)
- Booking Reference Number (6 alphanumeric characters) or Ticket Number (13 digits) for JAL flights to/from Canada
- Reason for compensation claim (Please describe the circumstances, such as delay or cancellation, in the body of the form.)
Click here for details regarding APPR on the Canadian Transportation Agency website (English/French)
Ticket Refunds
Tickets purchased through travel agencies or websites other than the JAL website (jal.co.jp) cannot be accepted.
Please contact where you originally purchased or reserved your ticket.