You will find your CVC code on the back of your credit card, next to the signature strip.
It is the last three digits of the 7-digit number.
If you are denied boarding, your flight is canceled or delayed by at least 2 hours, or if your baggage is lost or damaged, you may be entitled under the Air Passenger Protection Regulations to certain standards of treatment and to a compensation.
For more information on your rights, please review the information in this section or visit the Canadian Transportation Agency website and read the Air Passenger Protection Regulations. A full description of our terms and conditions is available in our domestic tariff.
The Canadian Transportation Agency (CTA) serves as the authority for the settlement of disputes relating to certain matters relating to air transport. For more information or to register your complaint with the CTA, please consult the Canadian Transportation Agency.
Definitions of situations attributable to the carrier or beyond its control
Carrier-Attributable Situations: Situations that do not fit into the two categories below. They include the following cases: commercial overbooking; regular mandatory maintenance of an aircraft in accordance with legal requirements; mechanical failures raised during regular maintenance of the aircraft.
Situations attributable to the carrier, but necessary for safety reasons: Events usually unforeseen, but imposed by legal requirements to reduce the risk to passengers. This category includes mechanical problems with the aircraft, but not regular maintenance or mechanical problems raised during regular maintenance. Safety decisions made by the captain and those made in accordance with the airline's safety management system also fall into this category.
Situations beyond the carrier's control: war or political instability; an illegal act or an act of sabotage; weather conditions or a natural disaster that make the safe operation of the aircraft impossible; air traffic control instructions; notice to airmen within the meaning of the Canadian Aviation Regulations; a threat to security; problems related to the operation of the airport; a medical emergency; a collision with a wild animal; a labor dispute at the carrier, an essential service provider such as an airport or an air navigation service provider; a manufacturing defect in the aircraft, which reduces passenger safety, discovered by the aircraft manufacturer or by a competent authority; an instruction or order from any official of a state or law enforcement agency or an airport security official.
The carrier has an obligation to keep passengers informed if a flight is disrupted. He is required to tell passengers as soon as possible why their flight has been disrupted. This information must be transmitted by:
The carrier will be required to provide flight status updates every 30 minutes until a new departure time has been confirmed. It should provide passengers with any new information on the status of the flight as soon as possible, even if less than 30 minutes have passed since the last update.
The regulations set out minimum standards for handling passengers that airlines must meet in the event of their attributable departure delays, whether they are necessary for safety reasons. After a departure delay of 2 hours, the airline operating the disrupted flight must provide passengers with:
When a passenger has to wait for their flight until the next day, airlines must also provide free hotel or comparable accommodation, as well as free transportation to the place of accommodation.
Airlines must compensate passengers for flight delays or cancellations that are attributable to them and that are not related to safety. Passengers are entitled to compensation which will be based on the length of the delay upon arrival at their destination.
|Duration of delay||Amount ($CAD)|
|3 to 6 hours||125 $|
|6 to 9 hours||250 $|
|9 hours or more||500 $|
For all types of flight delays or cancellations, the airline operating the flight must ensure that passengers reach their destination. When a flight is canceled, or after a 3-hour delay, an airline must offer them alternative travel arrangements in the same class of service and on a reasonable itinerary. The airline must re-route passengers on the next available flight operated by it or by an airline with which it has a commercial agreement.
In the event of disruptions other than those beyond the control of the carrier, a passenger will be entitled to a refund instead of re-routing in the following situations:
Passengers who choose to be reimbursed for their ticket instead of being rerouted must still be compensated for the inconvenience suffered. The stipulated compensation is CAN $125.
We recommend that passengers carry valuables, medical effects, important documents, keys, and any cash with them in their carry-on baggage. We also suggest that personal effects are well packed and, if necessary, placed in a hard case.
Subject to the provisions of the Montreal Convention and the Warsaw Convention, where applicable, Pascan assumes no liability for perishable or liquid items, nor for valuables or items the loss of which may significant harm, including money, jewelry, computers, cameras, cell phones, prescription drugs or medical devices.
Pascan makes every effort to ensure that luggage is handled with care. However, it should be noted that liability for damage to baggage, its late delivery or loss is limited in accordance with Pascan's General Conditions of Carriage, unless a prior declaration of a higher value and payment of a supplement.
The limit of liability for damage to baggage due to its late delivery is CAD $250 per passenger, unless a prior declaration of greater value is paid, and a surcharge is paid. A claim for baggage can only be made on behalf of a single passenger.
The limit of liability for lost baggage is CAD $1,000 per passenger unless a higher value is declared in advance and a supplement is paid.
A claim for baggage can only be made on behalf of a single passenger. The carrier's liability is limited to the declared value of the
baggage except when the passenger has:
a) declared that the value of the baggage exceeded CAD $250 per passenger, in respect of one or more passengers; and
b) paid an additional charge of CAD $2 for each full or partial CAD $250 for that excess value.
No action will be taken for baggage or any part of baggage damaged unless notice of the claim is presented in writing to the carrier's main office within 7 days of the date of the flight.
The company cannot be held responsible for damages that are part of normal wear and tear and will not accept any claim in this regard: scratches, missing straps, damaged zippers, handles, dents, dirt, defects in workmanship, wheels, seams, retractable handles, or overfilled luggage.
All claims are subject to proof of the actual amount of the damaged baggage or effects. The passenger must complete the “damaged baggage report” form below.
If your baggage is damaged, you must:
At the airport: Inform an agent of Pascan. You will then be asked to complete the “damaged baggage report” form above.
After leaving the airport: You must submit the "damaged baggage report" form above.
We will handle any claim for damaged baggage in accordance with the Warsaw Convention, our domestic tariff, and the Air Passenger Protection Regulations.
The form must be completed no later than 7 days (after the date your luggage was delivered to you). Failure to do so will result in denial of compensation.
If checked baggage has not arrived at destination with passengers, notify a carrier representative upon arrival. Pascan has 5 working days to find the baggage and deliver it to the delivery address.
Valuables, important documents, and all medical effects must be placed in cabin baggage. Subject to the provisions of the Warsaw Convention, the company assumes no liability for perishable or liquid items, nor for valuables or items the loss of which may cause significant damage, including: money, jewelry, computer, camera, cell phone, and prescription drugs or medical devices.
No action will be taken for baggage or any part of baggage lost, or for any delay in its routing unless notice of claim is presented in writing to the main office of the carrier within 7 days of the date the baggage should have been delivered. To do this, the passenger must complete the form below.
Baggage is considered lost if it is not found within 21 days of the date on which it should have been delivered. Failure to meet these requirements will result in denial of compensation.
Notwithstanding the foregoing paragraph, passengers and their baggage retain all other rights which may be conferred on them by the domestic tariff or otherwise, and any other legal rights which may be conferred on passengers under international conventions (e.g., Warsaw Convention, Montreal Convention) and the Air Passenger Protection Regulations.
For lost, damaged or delayed baggage, compensation is 1161DTS per passenger in most cases. You can benefit from a higher limit of liability for lost, damaged or delayed baggage by making a special declaration of the value of your baggage at check-in and paying any additional charges that may be required. Also, if the value of your baggage exceeds the relevant limit of liability, you should fully insure it before travel.
Due to operational, policy or other requirements, there are times when the number of seats available in an aircraft is less than the number of passengers reserved on the flight. This is therefore an overbooking of the flight.
Pascan undertakes to limit the inconvenience of overbooking by calling on volunteers who will give up their reservations voluntarily. If the number of volunteers is insufficient, other passengers may be involuntarily denied boarding.
If you are denied boarding for reasons attributable to the carrier (including for security reasons), Pascan will offer you free of charge:
In case of overbooking a flight, the airline will then ask if there are volunteers not to board the flight. Volunteer passengers will therefore voluntarily forfeit their reservation in exchange for payment of the airline’s choice.
If the number of volunteers is insufficient, other passengers may be involuntarily denied boarding, in accordance with boarding priorities established by the Carrier.
Amount of compensation related to passenger rights in the event of overbooking of a flight, in accordance with tariffs filed with the CTA and the Air Passenger Protection Regulations.
$ 900 if the flight arrival schedule at destination is delayed by less than six hours from the schedule indicated on the initial ticket.
$ 1,800 if the flight arrival time at destination is delayed by more than six hours, but less than nine hours, compared to the time indicated on the original ticket.
$ 2,400 if the arrival time of the flight at destination is delayed by more than nine hours from the time indicated on the initial ticket.
You are entitled to payment of one of the "Denial of Boarding Compensation" described above, unless:
Each passenger eligible for compensation will receive a check from Pascan for the amount specified above as soon as possible, but no later than 48 hours (working days) after denied boarding.
Pascan may offer travel credits of greater monetary value in lieu of a cash payment. The passenger can, however, demand payment in cash or refuse any compensation and take legal action if they wish.
Acceptance of compensation releases Pascan from any additional liability to the passenger due to his refusal to honor the confirmed reservation. However, the passenger can refuse payment and seek damages in court.
The Carrier must give all passengers who are involuntarily denied boarding on a flight for which they hold a confirmed seat a copy of the following written declaration:
If you have been denied access to a reserved seat on a flight from Pascan, you are likely entitled to monetary compensation. This notice explains the airline's obligations and passenger rights in the event of an overbooked flight, in accordance with tariffs filed with the CTA and the Air Passenger Protection Regulations.