Our customer’s service plan rights under the Canadian Air Passenger Protection Regulations (CAPPR)
We are glad to provide the highest quality of service to our customers and to notify the customer with it.
This section applies to flights operated by EGYPTAIR, From/ to and within Canada
"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."
Denied Boarding
It’s never our intention to inconvenience you. However, due to operational requirements or inventory control, sometimes we can’t accommodate all passengers who have a confirmed reservation.
• A. Definition of Denied Boarding: A passenger is denied boarding when the number of seats that may be occupied on a flight is less than the number of passengers who hold confirmed reservations, have valid travel documentation, and have checked in by the required time and presented themselves at the boarding gate by the required time.
• B. Reason for denied boarding: EGYPTAIR will inform passengers of the reason for the denied boarding.
• C. Request for Volunteers
Before denying boarding to passengers, EGYPTAIR will request volunteers from among confirmed passengers to relinquish their seats in exchange for compensation. The request for passengers, selection of passengers and the amount and form of compensation is at EGYPTAIR ’s sole discretion
In the event there are not enough volunteers, EGYPTAIR will select passengers who will be denied boarding, giving priority to passengers for boarding in the following order:
a) Unaccompanied minors under the age of 18;
b) Passengers with disabilities and their support person, service animal or emotional support animal.
c) Passengers travelling with family members;
d) Passengers previously denied boarding on the same ticket (having disclosed that information to EGYPTAIR agents);
e) Passengers for whom, in EGYPTAIR ’s assessment, being denied boarding would cause severe hardship;
f) paying passengers travelling in Signature/Business (J Cabin);
g) all other passengers, based on itinerary, fare paid status of loyalty program membership and the time in which the passenger is present at check-in without advance seat assignment.
h) Passengers on Aircraft EGYPTAIR will not require customers seated on the aircraft to give up their seat involuntarily unless it is required for safety or security reasons.
If you’re denied boarding, we’ll tell you why you denied boarding; we will also provide written confirmation of any compensation that you may be eligible to receive. Information on the compensation and standards of treatment to which you may be entitled, as well as the recourse you have available, is contained herein.
If the passenger wishes to travel, EGYPTAIR will, at its discretion:
a) book the passenger on the next available flight that is operated by EGYPTAIR or another airline with which we have a commercial agreement without any additional charges. The new flight:
• will be out of the airport you are located to your destination indicated on your original itinerary; and
• will depart within 9 hours of the departure time indicated on your original itinerary.
b) If EGYPTAIR cannot provide a reservation on a flight within 9 hours, we will book you as soon as possible on a flight operated by any airline without any additional charges. The new flight:
• will be out of the same airport to your destination indicated on your original itinerary; and
• will depart within 48 hours of the departure time indicated on your original itinerary.
c) If EGYPTAIR cannot provide a reservation on a flight which departs within 48 hours, EGYPTAIR will book you as soon as possible on a flight with EGYPTAIR or another airline from a nearby airport without any additional charges. This will include transportation to the nearby airport. The new flight:
• will be out of the nearby airport to your destination indicated on your original itinerary.
If the passenger chooses to no longer travel or if EGYPTAIR is not able to perform the options stated in (a) (b) and (c) above within a reasonable amount of time, EGYPTAIR will refund the passenger the unused portion of the ticket. Check our Tariff
Standard of Treatment:
If you’re denied boarding for a situation within EGYPTAIR’S control, or for a situation within EGYPTAIR’S control but required for safety or for a situation outside the EGYPTAIR’S control, we’ll provide you with the following before you board your next flight for free of charge, unless this would further delay you:
•Food and drink in reasonable quantities, considering the length of the wait, the time of day and location.
•Access to a means of communication.
•Hotel or comparable accommodation for overnight delays for out-of-town passengers, subject to availability within reasonable distance from the airport.
Compensation Eligibility:
In all denied boarding cases within EGYPTAIR’s control except those required for safety, EGYPTAIR will compensate the passenger for the inconvenience, unless:
You haven’t fully complied with ticketing and check-in requirements, or you do not satisfy the conditions for transportation under EGYPTAIR ’s tariff and general conditions of carriage.
The amount of compensation depends on how late you arrive at your destination, compared to the arrival time indicated on your original ticket. Specifically, EGYPTAIR will pay:
• $900 if the passenger arrives less than six hours late.
• $1,800 if the passenger arrives six hours or more late, but less than nine hours; and
• $2,400, if the passenger arrives nine hours or more late.
Recourse:
You may also contact the Canadian Transportation Agency (CTA) by visiting the website of the CTA to learn more about your rights at www.otc-cta.gc.ca/eng.
Lost, Delayed and Damaged Baggage:
We work hard to ensure your checked baggage arrives with you. For baggage that is damaged, delayed, lost, the passenger must file a complaint in writing to EGYPTAIR as soon as possible.
If your baggage was damaged: the complaint must be filed in writing within 7 days after receiving your damaged luggage
If your baggage was delayed: the complaint must be filed in writing within 21 days after receiving your baggage.
If your baggage was lost: submit a claim in writing to the airlines as soon as possible.
These timeframes are from the date on which the baggage was placed at the passenger’s disposal. If a complaint is not filed within the time mentioned above, the carrier will not be liable.
Limits of liability vary from airline to airline. Please contact all other careers you will be using to learn their policies on liability.
Remember to keep copies of your baggage information, baggage tags, and receipts for any expenses that you had to pay to replace the items that were in your baggage.
For a complete explanation of all applicable provisions, please refer to our Tarrif. Submit your case to
[email protected]
Your rights in case of lost and damaged baggage:
EGYPTAIR will refund any fee you had to pay for the baggage service if your baggage has been lost or damaged.
EGYPTAIR is liable unless all reasonable measures were taken to avoid the delay, or it was impossible to take such measures. The liability for Lost, Delayed and Damaged checked baggage is limited to 1519 (Special Drawing Rights) SDRs.
Under The Air passenger protection regulation, we will compensate you for lost, delayed or damaged baggage by up to 2780 CAD.
Delays or Cancellation:
This section applies to flights operated by EGYPTAIR, some delays and cancellations are within an airline's control, whereas others like those caused by severe weather or airport and air traffic disruptions, are simply out of our hands. Whatever the reason for the delay or cancellation, we will do everything possible to assist you.
If your flight has been cancelled, or delayed for 3 hours or longer due to reasons within EGYPTAIR‘s control, including those required for the safety purpose or the one outside the EGYPTAIR ‘s control, following alternative travel arrangements will be offered:
• a) We will rebook you from the airport where you are located to your final destination by the next available flight operated by EGYPTAIR or our partner airline within 9 hours of your original departure time on any reasonable route.
• b) We will rebook you from the airport where you are located to your final destination on a flight operated by any carrier within 48 hours of your original departure time on any reasonable route.
• c) We will rebook you to your final destination on a flight operated by any carrier, which is departing from a nearby airport from where you are located on any reasonable route. In such case, we will arrange the transportation to that other airport, free of charge.
• d) If you refuse the alternative travel arrangements offered and choose to no longer travel or if carrier is unable to perform the option stated in (a) (b) or (c) above within a reasonable amount time, we will refund the unused portion of your ticket and if you are not on the point of origin, we will also bring you to your point of origin.
Standard of Treatment:
If there is a delay or cancelation on our flight, EGYPTAIR will promptly provide information to passengers such as timely updates, including the reason for the delay or cancellation, as soon as EGYPTAIR is aware of such a delay or cancellation.
• At regular intervals of 30 minutes until a new departure time for the flight is set, or new travel arrangements for passengers have been made; and as soon as possible new information is available.
Except as otherwise provided in applicable local law, in addition to the provisions of this rule, in case of scheduled irregularity within its control (and outside its control) EGYPTAIR will offer:
a) For a schedule irregularity lasting longer than 2 hours, food and drink will be provided, or a meal voucher for use at an airport restaurant of an reasonable amount dependent on the wait time.
b) Access to a means of communication
c) For a schedule irregularity lasting overnight, hotel accommodation subject to availability and ground transportation between the airport and the hotel will be provided.
Compensation Eligibility:
EGYPTAIR will give passengers as much notice as possible that their flight will be delayed or cancelled. EGYPTAIR will compensate the passengers for the inconvenience of the disruption. The amount of compensation depends on how late the passenger arrives at their destination, compared to the arrival time indicated on their original ticket.
EGYPTAIR will pay:
$400 if the passenger arrives three or more hours late, but less than six hours.
$700 if the passenger arrives six or more hours late, but less than nine hours; and
$1,000 if the passenger arrives nine or more hours late.
Passengers who choose to get a ticket refund instead of alternate travel arrangements must still be compensated for inconvenience if the disruption was within the airline's control. EGYPTAIR must pay them $400.
EGYPTAIR will not pay if:
-the passengers have been informed of the delay or cancellation at least 14 days before their original departure time,
-if the delay or cancellation is outside the Airline’s control
-for safety related.
A passenger has one year from the date the flight delay or cancellation happened to make a compensation claim.
Recourse:
You may also contact the Canadian Transportation Agency (CTA) by visiting the website of the CTA to learn more about your rights at www.otc-cta.gc.ca/eng
Tarmac Delay:
EGYPTAIR will do everything possible to minimize any inconvenience to our passengers in case we are affected by any lengthy ground delays that can be beyond our control (which may be due to severe weather, air traffic control rulings, government operating restrictions or airport operator issues that cannot be anticipated). During these uncontrollable circumstances an aircraft is either unable to take off or is gated upon arrival and must wait for a gate to become available, a contingency plan has been developed to meet the needs of our customers onboard both arriving and departing aircraft (if the aircraft doors are closed). EGYPTAIR will not permit an aircraft to remain on the tarmac at Canadian Airports for more than three hours (or 3 hours and 45 minutes if departure is imminent) Prior to reaching these timelines, EGYPTAIR will return the aircraft to the gate or another suitable disembarkation point, these timeline does not apply if providing an opportunity for passengers to disembark is not possible, for reasons related to safety and security or to air traffic or customs control. During a tarmac delay, EGYPTAIR will provide passengers with: -Food and potable water in reasonable quantities (Quantity provided during delay is according to the time & length of Delay.) -the opportunity to communicate with people outside the aircraft, if feasible. -Access to operable lavatory facilities. -Proper ventilation and heating or cooling of the cabin -Adequate medical attention, if needed. We will notify the passengers about the status of the tarmac delay every 30 minutes while the aircraft is delayed, including the reason for the delay, if known.
Assignment of Seats to Children Who Are Under the Age of 14 Years:
In order to facilitate the assignment of a seat to a child who is under the age of 14 years close to a parent, guardian or tutor at no additional charge, EGYPTAIR will:
•If a child is under the age of 5, they will be in a seat next to their accompanying adult.
•If a child is between 5 and 11, they will be in the same row, separated by no more than one seat from their accompanying adult
•If a child is between 12 and 13, they will be no more than a row away from their accompanying adult
If we are unable to assign seats with the parents, guardian or tutor, we will do the following:
(i) advise passengers before check-in that EGYPTAIR will facilitate seat assignment of children in close proximity to a parent, guardian or tutor at no additional charge at the time of check-in or at the boarding gate,
(ii) assign seats at the time of check-in, if possible,
(iii) if it is not possible to assign seats at the time of check-in, ask for volunteers to change seats at the time of boarding, and
(iv) if it is not possible to assign seats at the time of check-in and no passenger has volunteered to change seats at the time of boarding, ask again for volunteers to change seats before take-off.
If we are unable to seat one adult within the required distance of each other, you may contact EGYPTAIR Reservations to change your booking to another flight on which we can provide appropriate seating, or cancel your trip, all at no extra charge.
EGYPTAIR’S Tariff