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 theCanadian 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 baggageonlineor 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 theonline 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 inRule 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.

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In case of cancellation or delay for safety purposes or due to reasons within our control, and:

  • you have been informed of the delay or cancellation less than 12 hours before the departure time indicated on your ticket, and
  • you have waited two hours after the departure time indicated on your ticket,

we will meet your immediate needs free of charge (unless this assistance would cause a greater delay):

  • food and refreshments according to the waiting time, and
  • access to a means of communication, and
  • hotel room (including transport) if a waiting period is necessary for out of town passengers, subject to availability.

(A) In case of cancellation or delay exceeding 3 hours due to a situation beyond our control, you will have the choice between the following possibilities within 48 hours of the end of the event that caused the delay or the cancellation of the flight:

  • continue your journey on the next available KLM flight in the same cabin as the initial booking, or
  • continue your journey on the flight of another carrier with which KLM has reached an agreement in such a situation if the circumstances allow it.

If you do not agree to any of the above possibilities because your trip no longer serves a purpose, please note that any refund is subject to the applicable fare rules to your ticket.

(B) In case of cancellation or delay exceeding 3 hours due to a situation that is our decision or for security reasons, you will have the choice between  the following possibilities:

  • continue your journey on the next available KLM flight in the same cabin as the initial booking or at a later date at your convenience subject to availability, or
  • continue your journey on the flight of another carrier with which KLM has reached an agreement in such a situation within 48 hours of your original departure time if the circumstances allow it, or
  • if your trip no longer serves a purpose, obtain a refund according to the original form of payment for the unused portion of your ticket, or, if you are not at your point of origin, refund your ticket and redirect you with a confirmed reservation to the point of departure as indicated on the ticket

See more information on Schedule Irregularities, Delays and Cancellations of Flights inRule 85 of our Tariffs.

In case of cancellation or delay of your flight due to a situation that is our decision, you are entitled to compensation except:

  • whether the cancellation or delay was decided as a result of exceptional circumstances that cannot be avoided, such as bad weather, political instability, strikes, ground problems and/or flight safety issues;
  • if you have been informed of cancellation or delay of your flight more than 14 days before the scheduled departure

Amount of the compensation voucher (refundable) calculated according to your time of arrival at destination:

A - 400 CAD if the arrival at the destination is delayed by three hours or more, but less than six hours

B - 700 CAD if the arrival at the destination is delayed by six hours or more, but less than nine hours

C - 1,000 CAD if the arrival at the destination is delayed by nine hours or more

If you refuse the alternate travel arrangements offered above because travelling no longer serves a purpose and the delay is within our control, you will be entitled to receive compensation of 400 CAD. See more information on Schedule Irregularities, Delays and Cancellations of Flights inRule 85 of our Tariffs.

If you are Denied Boarding

This paragraph Denied Boarding applies to flights operated by KLM.

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If KLM plans to refuse boarding on a flight, it will be appealed to volunteers willing to exchange their confirmed seat against a contractual compensation in the form of a compensation voucher. KLM will also provide appropriate assistance to these passengers (see paragraphs 4 and 5 below).

If the number of volunteers is insufficient and you are denied boarding against your will, assistance and compensation will be granted provided you have complied with the rules of presentation at embarkation. You will not receive this assistance and compensation if your denied boarding is related to health, safety or security reasons or because of inadequate travel documents. See more information on Denied Boarding inRule 87 of our Tariffs.

We will give priority to unaccompanied minors, passengers with a disability and their support person and/or service animal, passengers travelling with their family and passengers who were previously denied boarding on the same ticket, provided the carrier is informed of this fact.

If you are involuntarily denied boarding, we will tell you why you were denied boarding, the compensation and standards of treatment to which you may be entitled as well as the recourses you have available.

If you are denied boarding for a situation within our control or for security reasons, we will provide you with the following before you board your next flight, unless this would further delay you:

  • food and refreshments according to the waiting time
  • access to a means of communication, and
  • hotel room (including transport) if a waiting period is necessary for out-of-town passengers, subject to availability

A) If you are denied boarding due to a situation beyond our control you will have the choice between the following possibilities within 48 hours of the end of the event that caused the denial of boarding:

  • continue your journey on the next available KLM flight in the same cabin as the initial booking, or
  • continue your journey on the flight of another carrier with which KLM has reached an agreement in such a situation if the circumstances allow it.

If you do not agree to any of the above possibilities because your trip no longer serves a purpose, please note that any refund is subject to the applicable fare rules to your ticket.

B) If you are denied boarding due to a situation that is within our control or for safety purposes:

  • you may decide to continue your journey on the next available KLM flight in the same cabin as the initial booking or at a later date at your convenience subject to availability, or
  • continue your journey on the flight of another carrier with which KLM has reached an agreement in such a situation if the circumstances allow it within 48 hours of the end of the event that caused the denial of boarding, or
  • if you refuse the alternate travel arrangements offered because travelling no longer serves a purpose, we will refund the unused portion of the ticket or, if you are not at your point of origin, refund your ticket and provide you with a confirmed reservation back to your point of origin that accommodates your needs.

If you are a passenger who is denied boarding involuntarily because of a situation within our control, you will be entitled to receive "denied boarding compensation" from KLM, unless:

  • you have not fully complied with the KLM ticketing and check-in requirements, or you are not acceptable for transportation under KLM's rules and practices. For more information on refusal to transport,see Rule 25 of our Tariffs
  • the flight is canceled or delayed;
  • You are offered accommodations on the same flight as the one specified on your ticket, at no extra charge.

Amount of the compensation voucher (refundable) calculated according to your time of arrival at destination: A - 900 CAD if the arrival at the destination is delayed by less than six hours B - 1,800 CAD if the arrival at the destination is delayed by six hours or more, but less than nine hours C - 2,400 CAD if the arrival at the destination is delayed by nine hours and more See more information on Denied Boarding inRule 87 of our Tariffs.

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 inRule 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 servicesplease visit our Tariffs(for travel between Canada and a foreign country/region)

*Tariffs are subject to change without notice.