An Ottawa traveller has successfully challenged Air Canada over a cancelled flight, putting the airline’s use of a safety-related maintenance exemption under the microscope.12 The Canadian Transportation Agency determined that the cancellation of his September 2022 flight from Montreal to Bogota resulted from a commercial aircraft swap, and he was awarded $1,000.2 The story was reported by CBC’s Go Public.3
It is one decision, not a rule for every flight. But it shows why the reason an airline gives for a cancellation is worth a second look.
What happened
Air Canada submitted documents indicating that a catering truck had damaged an aircraft.4 According to the CBC, the passenger later discovered that the damaged plane was not the aircraft originally assigned to his flight.5 Air Canada told the CBC that it moved his aircraft to cover the damaged plane’s route.6
In January 2026, a CTA complaints resolution officer ruled that the decision to swap aircraft was commercial and ordered Air Canada to pay.7
Go Public also identified three other passengers whose flights were cancelled after Air Canada reassigned their originally scheduled aircraft to different routes.8 The airline acknowledged making the swaps but maintained that it did not owe compensation.9 Air Canada said its aircraft schedules must remain flexible to minimize disruptions across its network.10 Travelweek’s report doesn’t say how those passengers’ cases ended.8
Why the safety reason matters so much
Under the regulations, a disruption within the airline’s control can mean cash compensation, while one required for safety does not.1112 Required for safety means required by law in order to reduce risk to passenger safety, and it excludes scheduled maintenance.12 Aircraft choice is listed as within the airline’s control.11 In this case, the officer found that the swap decision was commercial.7
From the gate, a repair and a decision to move your plane elsewhere can look the same. That is why it helps to ask which aircraft the problem actually affected.
A Montreal lawyer told the CBC that “most passengers do not have enough information to counter whatever is said by the airline”.13 Go Public said the CTA does not publish its decisions on air passenger disputes.14 A CTA spokesperson told the CBC the agency plans to start in 2027, once issues around privacy concerns are worked out.15
If you were told it was for safety
Start with what the airline has to tell you. It must give the reason for a delay or cancellation, the compensation you may be entitled to, and your recourse, including complaining to the CTA.16 The exact cause may only be confirmed after the trip, after contacting the airline, or after a complaint to the CTA.17
A few things help:
- Keep every message that gives the reason, with the time you received it.
- Ask the airline in writing what the problem was, and whether it affected the aircraft scheduled for your flight.
- Write down your flight number, the date and the time you finally arrived.
If your written request to the airline isn’t resolved within 30 days, you can file a complaint with the CTA.18 Be ready to wait: the CTA warns that a review may take more than 24 months.18
How much is at stake
Cash compensation is generally owed when the cause was within the airline’s control, you were told 14 days or less before departure, and you reached the destination on your original ticket at least 3 hours late.111920 On a large airline, that is $400 per passenger for 3 to under 6 hours late, $700 for 6 to under 9 hours, and $1,000 for 9 hours or more.202122 If the disruption qualified but rebooking didn’t meet your travel needs and you took a refund instead, a large airline owes $400 per passenger.23 You have until the first anniversary of the delay or cancellation to send your request to the airline.24
Not sure where your own flight stands? The free check tells you whether it may qualify, and our guide to the airline’s reason explains the causes in more detail.