Canada Customer Rights

If you are denied boarding, your flight is cancelled or delayed for at least two hours, 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 air carrier or visit the Canadian Transportation Agency’s website. 

Please submit this claim form if you believe you're eligible. 

Any customer who is denied boarding for a reason that is within JetBlue’s control and is not required for safety is entitled to compensation. A customer’s compensation is based on the length of delay in arriving at their final destination. 

In addition to compensation for the inconvenience, if the delay is greater than 2 hours, JetBlue will provide food and drink in reasonable quantities and access to communication.  If a customer is delayed overnight, JetBlue will offer hotel and ground transportation.

JetBlue will provide customers experiencing a significant delay while onboard the aircraft with complimentary seatback entertainment, food and drink, access to clean restrooms, the ability to communicate with people outside the plane if feasible, proper ventilation and heating or cooling, and, as necessary, medical treatment. 

If an onboard ground delay occurs at a Canadian airport, JetBlue will begin to return to the gate or other disembarkation at the 3-hour mark unless departure is likely within 45 additional minutes.

Under the Montreal Convention, an international air transport treaty to which Canada is a party, JetBlue can be held liable for baggage that is damaged, delayed or lost during international travel. A customer must file a claim for expenses in writing with JetBlue. For damaged baggage, the claim must be submitted within seven days after the customer receives the baggage. For potentially lost baggage, the claim should be submitted as soon as possible. For delayed baggage during international travel, the claim must be submitted within 21 days after receiving the baggage.  

In addition, JetBlue will automatically refund any fees paid for checking the delayed bag if the bag is not delivered to you within 15 hours of arrival for international flights.

Learn about bag claims

If a JetBlue-operated flight is delayed due to a Controllable Irregularity, customers traveling to or from Canada are entitled to compensation based on the length of delay in arriving at their final destination.

In addition to compensation for the inconvenience, if the delay is greater than 2 hours, JetBlue will provide food and drink in reasonable quantities and access to communication.  If a customer is delayed overnight, JetBlue will offer hotel and ground transportation.   

A customer has one year to make a compensation claim with JetBlue, and JetBlue will respond to a customer’s claim within 30 days.  

If a JetBlue-operated flight is cancelled or delayed more than 3 hours, regardless of reason, JetBlue will rebook the customer on the next available JetBlue flight or rebook the customer on the next available partner airline flight.  

If the delay or cancellation is due to a Controllable Irregularity, if the next available flight would not leave within 9 hours of the original departure time, JetBlue will rebook the customer on a flight operated by another airline. If rebooked travel is not possible within 48 hours of the original departure time, JetBlue will book the customer on a flight departing another airport, if there is an option nearby. 

For disruptions other than those outside JetBlue’s control, a customer is entitled to a refund instead of rebooking, if: 

• the arrangements offered do not meet their travel needs; or 
• there is no longer any purpose to the travel, because of the disruption. 

In the event of a Controllable Irregularity, customers who request a refund instead of rebooking will be compensated $400 CAD for the inconvenience.  

If the delay or cancellation is outside of JetBlue’s control and the next available JetBlue-operated flight or next available partner airline flight would not depart within 48 hours of the end of the event that caused the disruption, JetBlue will rebook the customer on a flight operated by another airline.  If rebooked travel is not possible within 48 hours of the end of the event that caused the disruption, JetBlue will book the customer on a flight departing another airport, if there is an option nearby.

No compensation for inconvenience is payable for flights cancelled more than 14 days before departure.

JetBlue is committed to ensuring the comfort and safety of all customers, including families traveling with young children. We guarantee seating children under 13 with a parent or accompanying adult at no additional cost, even on Blue Basic fares, if the following conditions are met:  

1. All customers are on the same reservation, and adjacent seats are available in the same class of service/cabin at the time of booking.  
2. You either select seats for the enter reservation or skip seat selection for the entire reservation. 
3. You’ve made no changes to seat assignments after they’ve been assigned.  
4. The aircraft’s seating layout allows for adjacent seating, depending on the number of children in your reservation. 
5. There is no change from the originally planned aircraft to an aircraft with a different seat configuration. 

If these conditions aren’t fully met, JetBlue will make every effort to seat children next to an accompanying adult. 

If you have questions about your rights, are seeking compensation under the APPR or would like to file a complaint pursuant to the regulation, please visit our contact us page or submit this claim form. If you are unsatisfied with JetBlue’s resolution of the complaint, you may also direct a complaint to the Canadian Transportation Agency. 

Please see Canadian International Scheduled Tariff.