Our Denied Boarding Policy

Central Mountain Air has a Denied Boarding Policy to ensure that we provide fair treatment and compensation to all Central Mountain Air passengers (in addition to meeting all regulatory requirements) in situations where we do not have enough available seats on a flight to accommodate all of our passengers, even when they have checked in on time and met all boarding requirements.

If the flight is overbooked

We will ask for volunteers first.

At departure time if there are more passengers with confirmed reservations present at the gate than there are seats available, we will first ask for volunteers who are willing to give up their reserved seat in exchange for:

• of a $200 CAD Credit Voucher towards another CMA flight OR $100 CAD cash in the form of a cheque.

• a confirmed seat on a later flight.

While passengers who have already boarded the aircraft may volunteer to give up their confirmed seats, Central Mountain Air will not choose an already seated passenger for denied boarding unless it is necessary for safety reasons.

Boarding priorities in case of insufficient volunteers

In the rare situation where there are not enough volunteers, we may deny boarding to other passengers and give boarding priority to:

• Persons with disabilities and any accommpanying attendant or service animal.

• Passengers travelling for medical purposes.

• Passengers travelling under the services of the Unaccompanied Minor program.

• Passengers travelling due to death or illness of a member of the passenger’s family.

Standards of treatment when boarding is denied

Situations outside of CMA’s control

If you are denied boarding due to a situation outside of CMA’s control, the following standards of treatment will apply:

• You will be provided with the Denied Boarding Passenger Information sheet that explains what you are entitled to;

• If we can’t accommodate you on a CMA flight that departs within 48 hours of the departure time indicated on your original booking, we will accommodate you on another airline;

• If the alternate travel arrangements that we offer do not meet your needs, you are entitled to a refund of the unused portion of the ticket.

Within CMA’s control, but required for safety

If you are denied boarding due to a situation within CMA’s control, but required for safety reasons, you are entitled to the following:

• You will be provided with the Denied Boarding Passenger Information sheet that explains what you are entitled to

• We will accommodate you on the next available CMA flight, or a flight operated by another carrier with which CMA has a commercial agreement, within a reasonable amount of time.

• If the alternate travel arrangements that we offer do not meet your needs, you are entitled to a refund of the unused portion of your ticket;

• Meal vouchers, depending on the length of your delay, hotel if needed, and transportation to and from your overnight accommodations;

• Access to communication if needed, which could include access to WiFi, gate phone or CMA employee phone.

Within CMA’s control

If you are denied boarding due to a situation that was within CMA’s control, the following applies:

• You will be provided with the Denied Boarding Passenger Information sheet that explains what you are entitled to, and with a written confirmation of the amount of the compensation you are owed.

• We will accommodate you on the next available CMA flight, or a flight operated by another carrier with which CMA has a commercial agreement, within a reasonable amount of time.

• Meal vouchers, depending on the length of your delay, hotel if needed, and transportation to and from your overnight accommodations.

• Access to communication if needed, which could include WiFi, access to gate phone or CMA employee phone.

• Compensation paid based on length of delay, paid within 48 hours:

Delay Compensation
0-6 hours $900 CAD
6-9 hours $1800 CAD
9+ hours $2400 CAD

Or the choice of a CMA flight voucher of a greater amount.