Passenger Protect
www.passengerprotect.gc.ca
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Delays
There are many factors that could cause delays at check-in.
It is possible that a passenger may have a similar name and date of birth as a person that has been specified. In such case, a delay may occur while the Passenger Protect Program verifies that the traveller is not the specified person. These delays are minimal and the Program works diligently to avoid or minimize these disruptions.
If a passenger has experienced a delay but was still allowed to board, this delay may have been caused by reasons beyond the control of Transport Canada. For example:
- On flights to international destinations, passengers may also be required to be screened according to the regulations of those countries.
- Air carriers maintain their own lists of passengers who have caused problems in the past; a delayed passenger may be on such a list or have the same name as a passenger appearing on that list.
Passengers who have experienced boarding delays to or from the U.S. may have been delayed due to travel screening by the U.S. Department of Homeland Security and can seek a resolution through the Traveler Redress Inquiry Program.
Passengers who repeatedly experience delays with the same airline should contact the customer service representative of that airline.
Passengers in Canada who experience delays but cannot identify the cause should contact the Passenger Protect Program by e-mail at info@passengerprotect-protectiondespassagers.gc.ca. When contacting the Program, please provide your full name, date of birth, gender and the details regarding the travel delay including the date, time, point of departure, airline and destination.
