What Is It?
Canada’s Air Passenger Protection Regulations (APPR) require airlines to clearly communicate all fees and conditions before a passenger purchases a ticket. The regulations also establish rights related to flight delays, cancellations, denied boarding, and baggage — and create an escalation path through the Canadian Transportation Agency (CTA) for disputes.
Many airline fees — baggage, seat selection, change fees — are legitimate, but airlines sometimes apply fees incorrectly, fail to disclose them properly, or charge amounts that weren’t clearly communicated at the time of booking. Understanding your rights gives you leverage to dispute these charges effectively.
APPR Requirements on Fee Disclosure
Airlines must:
- Display all fees prominently before the passenger commits to a purchase
- Not change fees after purchase without consent
- Honor advertised prices including all fees and surcharges
- Make their tariff (the legal document setting out terms) publicly available and accessible
If a fee was not clearly disclosed before you purchased your ticket, you can argue it was not properly incorporated into the contract.
Specific Baggage Rights Under APPR
Baggage delays: If your checked baggage is lost or delayed, you are entitled to compensation:
- Airlines must compensate for reasonable interim expenses if baggage is delayed more than 24 hours
- Maximum liability for lost baggage is set by the Montreal Convention (for international travel) or the airline’s tariff (for domestic)
Damaged baggage: Airlines are liable for damage to checked baggage caused by the airline. Report damage before leaving the baggage claim area — or at a minimum within 7 days. File a Property Irregularity Report (PIR) at the airport.
Lost baggage: Report immediately and file a PIR. For international travel, compensation is limited by the Montreal Convention (approximately 1,131 Special Drawing Rights = ~$2,000 CAD). For domestic travel, the airline’s tariff applies.
How to Dispute an Incorrect or Undisclosed Fee
Step 1 — Request a written explanation. Contact the airline’s customer service and ask them to confirm the fee in writing, with reference to the specific tariff provision that authorizes it. Many agents cannot provide this — which supports your dispute.
Step 2 — File a complaint with the airline. Use the airline’s formal complaint process (not just customer service chat). Request a case number. Airlines must respond to formal complaints.
Step 3 — File a complaint with the CTA. If the airline’s response is unsatisfactory, file a complaint at otc-cta.gc.ca. The CTA facilitates dispute resolution and can issue decisions binding on airlines. Filing is free and the process is accessible online.
Common Baggage Fee Disputes
- Fee applied even though it was included in your fare class: Confirm your ticket class and the fare rules. If your ticket included a checked bag and the agent charged you, show the booking confirmation.
- Overweight fee for a bag that was within the limit at origin: Scales can vary. Keep a receipt showing the weight if challenged, or weigh your bag before checking.
- Fee changed after booking: Airlines cannot change fees on existing bookings without notice and consent. An email confirmation of the original booking terms is strong evidence.
- Fee not disclosed on a budget fare: Budget airlines must disclose add-on fees clearly — “you’ll pay for everything” is not adequate disclosure. Specific fee amounts must be shown.
What Most People Don’t Know
- You can dispute credit card charges for undisclosed airline fees. If an airline charged your card for a fee you didn’t agree to, you can initiate a chargeback through your credit card issuer. Undisclosed or unauthorized charges are a basis for chargeback.
- Montreal Convention limits apply to international travel regardless of the airline’s policy. For international travel, the Montreal Convention establishes minimum liability standards that airlines cannot contract below. Any airline policy providing less compensation than the Convention is unenforceable.
- The CTA has a free online complaint process. The CTA’s complaint portal allows passengers to submit complaints against airlines for APPR violations, fee disputes, and accessibility issues. The process is online, bilingual, and doesn’t require a lawyer.
- Class action lawsuits have succeeded against airlines for baggage fee practices. Several Canadian class actions have challenged airline practices around fees — if you believe a fee practice is systematic, class counsel may be interested in cases involving patterns of undisclosed charges.
Frequently Asked Questions
Air Canada charged me a fee for a seat that their website said was included for my fare class. What are my options?
First, screenshot the fare class description showing the included seat. Contact Air Canada customer service with this evidence. If they refuse to refund, file a complaint with the CTA, attaching your evidence. The CTA takes APPR disclosure violations seriously and has ordered refunds in comparable cases.
My bag was lost on an international flight and the airline offered me $200. Is that all I’m entitled to?
For international flights under the Montreal Convention, airlines are liable up to approximately 1,131 SDRs (approximately $2,000 CAD) for lost baggage. If the airline offered less, you can demand the full Convention limit. If you had high-value items in the bag, you must have purchased additional coverage or declared excess value at check-in to exceed the limit.
An airline charged me a fee at the gate that was not in my booking confirmation. Can I get it back?
Yes — under the APPR, fees not disclosed in the booking process or tariff are challengeable. Request a refund in writing, explaining that the fee was not disclosed prior to purchase. If denied, file a CTA complaint.
How long do I have to file a complaint with the CTA?
There is no strict limitations period for APPR complaints, but filing promptly (within a few months of the incident) provides the best evidence and allows for timely resolution.