Trip Cancellation and Interruption Plan

Yes. If the customer purchased an eligible travel insurance product that includes Trip Cancellation & Interruption Insurance, they may still be eligible for the Flight Delay Benefit, even if the Trip Cancellation & Interruption sum insured before departure is $0.

No. The Flight Delay Benefit is not available to customers covered under a group travel insurance plan.

Yes. The flight must be registered in the platform at least six (6) hours before the original scheduled departure time. If the flight is not registered on time, the traveller will not be eligible for the benefit.

The customer may still be able to register the flight in the platform; however, if the flight has already been announced as delayed or cancelled by the air carrier or airport authorities, or is already identified as delayed or cancelled by the platform at the time of registration, no notification will be sent and no benefit will be paid. Frontline teams should encourage customers to register their flights as soon as possible after purchase, and no later than six (6) hours before the original scheduled departure time.

When more than one insured traveller is registered for the same trip under the same policy, one insured person must be designated as the Primary Contact. The Primary Contact will receive all communications and, where applicable, all monetary allowances on behalf of all eligible travellers covered under that policy for the registered trip. Customers should therefore ensure that the Primary Contact is the appropriate person to receive notifications and payments for the group.

The Primary Contact must have access to a smartphone or mobile device capable of receiving SMS or email notifications and connecting to the internet. This is required so communications, lounge access, and benefit payments can be processed through the platform.

The customer must be able to receive electronic communications and, where applicable, electronic payments in order to use the service. If the customer cannot receive SMS or email notifications, connect to the internet, or receive payment by the available electronic payment methods, no lounge access or monetary allowance will be issued.

No. The Flight Delay Benefit is only available when the flight has been registered in the platform at least six (6) hours before the original scheduled departure time. Because the delay is monitored and the benefit processed in real time while the traveller is waiting at the airport, it cannot be requested retroactively after the trip for a flight that was not registered.

No. The service requires the Primary Contact to receive SMS or email notifications and access the online platform. If the customer cannot receive these communications, the benefit cannot be processed, and no lounge access or monetary allowance will be issued.

In addition to the benefit available after a 2-hour delay, each eligible traveller is entitled to an additional monetary allowance of $150 CAD, subject to the applicable maximum payout (see Q. 20 and 21 for details on maximum payout).

No. Only one benefit may be chosen per eligible traveller per registered flight at the 2-hour delay threshold: either lounge access or the $50 CAD monetary allowance.

No. Lounge access is subject to availability and operational capacity of third-party providers. It may not be available at all airports or for all flights.

The Flight Delay Benefit is separate from the Trip Cancellation & Interruption Insurance benefits available under the policy. If the customer is entitled to compensation for a covered situation under the policy, that entitlement is not reduced by any amount received under the Flight Delay Benefit, subject to the applicable terms, conditions, and limits.

For eligible single trip plans, each traveller may register up to six (6) flights, with a maximum payout of $400 CAD per eligible traveller per policy.

For the Multi-Trip Vacation Package Plan each traveller may register up to 18 flights, with a maximum payout of $600 CAD per eligible traveller per policy year.

No. Any roaming charges, mobile data fees, wireless network costs, or financial institution fees related to receiving payments are the traveller’s responsibility.

No. No new benefit is payable if the flight is cancelled. However, if the flight was first delayed and the customer already received a lounge pass or monetary allowance because the delay met the applicable threshold, that benefit will not be recovered or requested back solely because the flight is later cancelled.

All monetary allowances are issued to the Primary Contact designated in the platform. The Primary Contact receives communications and payments on behalf of one or more eligible travellers.

Payments are made by Interac e-transfer or direct deposit, depending on the option selected at registration.

Customers who need assistance with registration or who experience technical issues while registering their flight should be directed to Partner Care. Partner Care will provide support for all registration-related questions and issues.