Canadian Air Passenger Protection Regulations

As an airline operating in Canada, we comply with the Canadian Air Passenger Protection Regulations where applicable.

Standard notice

If you are denied boarding, your flight is cancelled or delayed for at least two hours, 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 website.

Has your baggage been delayed, damaged or lost?

Was your baggage missing upon your arrival at the airport? Please accept our apologies. We will do everything we can to help.

You can check the status of delayed baggage online or by calling Customer service 1 833 839-0328, toll-free from Canada.

  • If you have not completed an incident report upon arrival, you must contact us within 7 days.
  • A carrier’s liability toward you is limited in respect to destruction, loss, delay, or damage to baggage, to 1,288 Special Drawing Rights (which is approximately CAN$2,400) per passenger.

We will gladly compensate you for the costs of necessary item purchases upon submitting a reimbursement request via the online declaration form. Remember to keep your receipts, which you may need to show to our staff. If your baggage is delayed, damaged or lost, we will refund the baggage fees paid to check it in. Claims must be submitted no later than 21 days from the date your baggage was placed at your disposal. See more information on delayed, damaged or lost baggage in Rule 85 of our Tariffs.

Notice of Delays or Cancellations

If a flight is delayed or cancelled due to an unforeseen problem, we will do our best to keep you informed as soon as possible. This confirms the need to have your contact information at the time of booking. Based on the information available, we will promptly provide timely updates, including the reason for the delay or cancellation:

  • as soon as we are aware of such a delay or cancellation, and then,
  • at regular intervals of 30 minutes until a new departure time for the flight is set, or new travel arrangements for passengers have been made, and
  • as soon as possible when new information is available.

*If you’re travelling on a codeshare flight, operated by another airline, we recommend that you contact the carrier directly.

In the event of an extended delay or a cancellation

Whatever the reason for the delay or cancellation, if your flight is delayed or cancelled, our agents will make every effort to assist you. If you are travelling on a codeshare flight, operated by another airline, we recommend that you contact the carrier directly, as the obligation to provide compensation and alternate travel arrangements is the responsibility of the carrier operating the flight which was delayed or cancelled.

If you are Denied Boarding

This paragraph Denied Boarding applies to flights operated by KLM.

Seat assignment to children under the age of 14 years

KLM will facilitate the free allocation of a seat to a child under the age of 14 years in close proximity to their parent, guardian or tutor. We encourage you to contact our Reservations Department to ensure that seats are properly allocated prior to your trip. See more information on seat selection in Rule 60 of our Tariffs.

Proximity to adult’s seat means KLM will facilitate the assignment of a seat to a child who is under the age of 14 years by offering, at no additional charge,

  • in the case of a child who is four years of age or younger, a seat that is adjacent to their parent, guardian or tutor’s seat;
  • in the case of a child who is 5 to 11 years of age, a seat that is in the same row as their parent, guardian or tutor’s seat, and that is separated from that parent, guardian or tutor’s seat by no more than one seat; and
  • in the case of a child who is 12 or 13 years of age, a seat that is in a row that is separated from the row of their parent, guardian or tutor’s seat by no more than one row.

Our tariffs

For full terms and conditions of carriage applicable to our air services please visit our Tariffs (for travel between Canada and a foreign country/region)

*Tariffs are subject to change without notice.