Help & Contact

Summary of key Terms and Conditions of Carriage

If you are denied boarding 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 Condor or visit the Canadian Transportation Agency’s website.

Si l’embarquement vous est refusé ou si vos bagages sont perdus ou endommagés, vous pourriez avoir droit au titre du Règlement sur la protection des passagers aériens, à certains avantages au titre des normes de traitement applicables et à une indemnité.

Pour de plus amples renseignements sur vos droits, veuillez communiquer avec votre transporteur aérien ou visiter le site Web de l’Office des transports du Canada

Flight Disruptions

1. Denial of Boarding on flights to, from, or within Canada including connecting flights.

This section 1 applies only to flights to, from, or within Canada including connecting flights.

1.1 Information provided to passengers in cases of flight delays, cancellations and a Denial of Boarding

Where a flight is delayed or cancelled or a passenger who holds a confirmed reservation, valid travel documentation, and is present at the boarding gate at the required boarding time is denied a seat on a flight because there are not enough seats on the aircraft (“Denial of Boarding”), Condor will provide affected passengers with the reason for the flight delay or cancellation or Denial of Boarding. Additionally, Condor will provide passengers affected by a Denial of Boarding with the following information:

  • The compensation to which the passenger may be entitled for the inconvenience (if applicable);
  • The standard of treatment for passengers (if any); and
  • The recourse available to passengers against Condor, including recourse to the Canadian Transportation Agency.

Condor will provide passengers with new information as soon as feasible and will provide status updates every 30 minutes until a new departure time is set for the flight or alternative travel arrangements have been made pursuant to section 1.2 of this summary.

1.2 Providing services to minimize inconvenience resulting from Denial of Boarding

In the event of a Denial of Boarding, we will make reasonable efforts to assist passengers in rebooking travel to their destination to complete their itinerary as soon as feasible. Additionally:

Where the Denial of Boarding is outside of Condor’s control as defined in the Canadian Regulations (See section 10(1): http://www.gazette.gc.ca/rp-pr/p2/2019/2019-05-29/html/sor-dors150-eng.html and described below, Condor will provide passengers with a confirmed reservation on the next available flight, free of charge, that is:

  • operated by Condor or our commercial partners, travelling on any reasonable air route from the airport where the passenger is located to their destination, and that departs within 48 hours of the end of the event that caused the  Denial of Boarding; or if not available
  • operated by any air carrier, travelling on any reasonable air route from the airport where the passenger is located (or another airport within a reasonable distance) to their destination, and if the new departure is at a different airport, transportation to the other airport.

A Denial of Boarding is outside of Condor’s control if caused by events, including but not limited to, war or political instability, illegal acts or sabotage, meteorological conditions or natural disasters that make the safe operation of the aircraft impossible, instructions from air traffic control, a NOTAM, a security threat, airport operation issues, a medical emergency, a collision with wildlife, a labour disruption with Condor or within an essential service provider such as an airport or an air navigation service provider, a manufacturing defect in an aircraft that reduces the safety of passengers and that was identified by the manufacturer of the aircraft concerned, or by a competent authority, or an order or instruction from an official of a state or a law enforcement agency or from a person responsible for airport security.

Where the  Denial of Boarding is within Condor’s control, even if required for safety purposes, Condor will provide passengers with a confirmed reservation on the next available flight, free of charge, that is:

  • operated by Condor or our commercial partners, travelling on any reasonable air route from the airport where the passenger is located to their destination, and that departs within 9 hours of the original departure time; or if not available
  • operated by any air carrier, travelling on any reasonable air route from the airport where the passenger is located to their destination, and that departs within 48 hours of their original departure time; or if not available
  • operated by any air carrier, travelling on any reasonable air route from an airport that is within a reasonable distance of the airport where the passenger is located to their destination, and transportation to the other airport.

A Denial of Boarding is within Condor’s control but required for safety purposes (See Air Passenger Protection Regulations – Definitions and Interpretation 1 (1)): www.gazette.gc.ca/rp-pr/p2/2019/2019-05-29/html/sor-dors150-eng.html where the cause of the Denial of Boarding is required by law in order to reduce risk to passenger safety and includes required by safety decisions made within the authority of the pilot of the aircraft or any decision made in accordance with a safety management system as defined in subsection 101.01(1) of the Canadian Aviation Regulations but does not include scheduled maintenance in compliance with legal requirements.

In accordance with the Canadian Regulations, Condor will aim to provide alternate travel arrangements that are comparable to those on the original ticket in case of a Denial of Boarding. If the alternate travel arrangements provide for a higher class of service than the original ticket Condor may not request supplementary payment for the price difference. 

In some cases, if the alternate travel arrangements offered do not accommodate the passenger’s needs Condor will refund the unused portion of the ticket and if necessary, return passengers to his/her point of origin.

1.3 Denial of Boarding

Before a Denial of Boarding, Condor will ask passengers to volunteer to give up their seat. If volunteer(s) are offered a benefit in exchange for giving up his/her seat, Condor will provide a written confirmation of the benefit before the flight departs.

Where Denial of Boarding occurs, priority boarding will be given passengers in the following order:

  • unaccompanied minors;
  • a person with a disability and their support person, service animal, or emotional support animal, if any;
  • a passenger who is travelling with family members; and
  • a passenger who was previously denied boarding on the same ticket.

The order of priority outlined above does not apply where the Denial of Boarding was caused by a situation outside of Condor’s control.

Condor will make reasonable efforts not to cause a Denial of Boarding to a passenger who is already on board the aircraft but Condor is entitled to do so where it is required for safety reasons.

1.4. Tarmac Delays

Where a flight is delayed on a tarmac at a Canadian airport for three hours after the aircraft doors have been closed for take-off or after the flight has landed, passengers are entitled to disembark the aircraft, unless:
(1) it is likely that take-off will occur less than three hours and 45 minutes after the doors of the aircraft are closed for take-off or after the flight has landed and Condor is able to continue providing passengers with the services described below; and
(2) it is not possible to provide an opportunity for passengers to disembark, including if it is not possible for reasons related to safety and security or to air traffic or customs control.

When allowing passengers to disembark, if feasible, Condor will give passengers with disabilities, and their support person, service animal or emotional support animal (if any) the opportunity to disembark first.

For all flights, to, from or within Canada, in accordance with the Canadian Regulations, Condor will use reasonable efforts to provide convenient and comfortable service to all customers in cases of tarmac delays. Specifically, Condor will provide:

  1. Access to lavatories in working order (if there are lavatories on the aircraft);
  2. Proper ventilation and cooling or heating of the aircraft;
  3. If it is feasible to communicate with people outside of the aircraft, the means to do so; and
  4. Food and drink, in reasonable quantities, taking into account the length of the delay, the time of day and the location of the airport.

2. Information on treatment, compensation and recourse

This section 2 only applies to flights to, from or within Canada, including connecting flights.

2.1 Standards of Treatment

Where there is a Denial of Boarding Condor will provide the following standards of treatment, free of charge:

  • Food and drink taking into account the length of the wait, the time of day and the location of the passenger;
  • Access to a means of communication; and
  • Overnight accommodations (hotel or comparable) including round trip transportation from the airport to the hotel, if the passenger is expected to wait overnight for their original flight or for a flight reserved as part of alternate travel arrangements.

This section 2.1. does not apply where

(1) providing the services above would further delay the passenger; and

(2) the Denial of Boarding was due to “situations outside the carrier’s control” as defined in section 10(1) of the Air Passenger Protection Regulations (http://www.gazette.gc.ca/rp-pr/p2/2019/2019-05-29/html/sor-dors150-eng.html) (described above in section 1.2 of this Summary).

2.2 Compensation for inconvenience

Where there is a Denial of Boarding caused by a situation within Condor’s control (excluding situations within Condor’s control but required for safety purposes), affected passengers may be entitled to compensation as follows:

  • Less than 6 hours: CA$ 900
  • 6 to 9 hours: CA$ 1,800
  • More than 9 hours: CA$ 2,400

2.3 Recourse

All of our terms and conditions of carriage (Tariff and GTBC)  to, from or within Canada (in some cases including connecting flights) can be found online here: https://www.condor.com/us/help-contact/gtbc.jsp

]If you believe you have received unfair treatment you may contact us on our website here https://www.condor.com/us/help-contact/contact.jsp. Alternatively, you may submit an air travel complaint to the Canadian Transportation Agency online here: https://www.otc-cta.gc.ca/eng/air-travel-complaints

3. Baggage

Information on lost or damaged baggage.

3.1 Lost or damaged baggage

In the case of lost baggage, or if baggage is lost for more than 21 days or is damaged, Condor will refund the fees paid for the baggage. The refund is not applicable for the free baggage allowance included in the tariffs Economy Flex Option, Premium Flex Option, Business Flex Option and Economy Classic, Premium Classic, and Business Classic.

For further compensation relating to lost or damaged baggage Section 14. of these GTBC will apply.

3.2 Temporary loss of baggage

If baggage is lost for 21 days or less, Condor will refund the fees paid for the baggage. The refund is not applicable for the free baggage allowance included in the tariffs Economy Flex Option, Premium Flex Option ,Business Flex Option and Economy Classic, Premium Classic, and Business Classic.

For further compensation relating to temporary loss of baggage Section 14. of these GTBC will apply.

3.3 Timely Notice of Complaints

In the case of damage, the passenger entitled to delivery must complain to the carrier forthwith after the discovery of the damage, and, at the latest, within seven days from the date of receipt in the case of checked baggage.

In the case of delay, the complaint must be made at the latest within twenty-one days from the date on which the baggage have been placed at passenger`s disposal.