Canadian airlines often issue meal vouchers to travellers experiencing flight delays and cancellations. However, travellers may face difficulties redeeming meal vouchers at airport vendors, or the vouchers may not cover the total cost of the food.
Have a look at everything Canadian travellers should consider when provided with a meal voucher at an airport.
Should all vendors accept meal vouchers issued by Canadian airlines?
Air Passenger Rights founder and leader Gabor Lukacs tells V.I.A. that airlines often provide meal vouchers to travellers during delays. However, Canada's Air Passenger Protection Regulations (APPR) do not stipulate that meal vouchers must work at all airports.
"There is no law that says that they have to work everywhere. The requirement is to provide meals, and they have to be 'in reasonable quantities,'" he clarifies.
If the vouchers are not accepted or don't cover the costs of a passenger's meals, the airline must pay the expenses. Under section 14(1)(a) of the APPR, airlines must provide passengers with meals, "not meal vouchers," explains Lukacs.
After a traveller has waited two hours after the scheduled departure time, the airline must provide them with food and drink in "reasonable quantities." Naturally, this amount varies based on the length of the wait, the time of day, and the passenger's location. For instance, the price of a meal in a foreign country may cost significantly more than one in Canada or vice versa. Also, a stay over 12 hours may involve several meals versus a three-hour delay. While there isn't a hard set rule for determining this amount, the airline should provide a reasonable dollar amount for the voucher.
What should travellers do if they can't redeem meal vouchers or if they don't cover the cost of meals and drinks?
Lukacs notes that if the vouchers are too restrictive, he would purchase a "reasonable" meal at a location within the airport and later submit the receipt to the airline.
"Normally, the airline should be either providing the passenger with meal vouchers that cover the cost of food or, if they do not cover them all, reimburse the passenger for any reasonable expenses incurred," he explains.
"The trouble is that airlines drag their feet and are not keen to comply with this requirement. So what options do passengers have? They need to force the airline to comply with the law."
The air passenger rights expert says travellers should note that the airline's vouchers were not honoured and request the amount incurred. If the airline doesn't pay compensation within 30 days, they should file a claim with their provincial small claims court or equivalent.
In B.C., travellers should apply to the Civil Resolution Tribunal (CRT), since these amounts will total under $5,000.
"The key phrases are 'the carrier must provide the passenger the following treatment free of charge' and 'in reasonable quantities,'" he adds.
Travellers do not have another recourse for obtaining lost funds since the Canadian Transportation Agency (CTA) has a huge backlog (over 85,000 claims or even more), and it is "known for its cozy relationship with the airlines," Lukacs explains.
Metro Vancouver resident encounters meal voucher issue
Air Canada spokesperson Angela Mah says the airline's meal vouchers "are widely accepted at airport food organizations." She added that the airline advises travellers of a set dollar amount for the vouchers.
Metro Vancouver resident Carolyn Azar flew on a two-and-a-half-hour flight from San Francisco International Airport (SFO) to Vancouver International Airport (YVR) on Sept. 30, 2024, which was delayed by over seven hours.
Air Canada issued two paper vouchers for food at SFO airport worth $US20 each, which an agent said would be accepted at any eatery (see slide 2). The two coffee stands Azar tried to redeem at, including Starbucks, and one fast food restaurant, wouldn't accept them.
"I just wanted a little latte and a snack," she tells V.I.A., noting that both vendors told her they didn't accept them.
Azar later noticed that her meal vouchers didn't expire until Sept. 30, 2025, and had assumed they were only applicable on the day of travel.
Azar's travelling companion was able to redeem her vouchers several months later while taking a different flight from YVR. She redeemed hers at the Vancouver Canucks Bar & Grill, despite the vouchers clearly stating they were issued at the San Francisco airport. However, Air Canada's updated voucher advice stipulates that the vouchers are only redeemable at the airport where they were issued.
Since then, Air Canada vouchers have been updated to only be valid for three days after issuance, as part of changes to its program.
Air Canada launches new meal voucher system
Air Canada recently announced it was testing a new system at select airports with an automated process sending meal, transportation, or hotel vouchers directly to a traveller's email or SMS.
Travellers will receive their meal vouchers via email or SMS with instructions on how to use them. The vouchers are then valid for 72 hours after they are issued. Air Canada stipulates that they are only redeemable at the airport where the disruption occurred.
Hotel and transportation vouchers are provided in a link sent to their email or SMS. Travellers are asked to follow the steps to book their stay or transportation.
Canadian airlines under fire for misleading customers
Lukacs has long advocated for air passenger rights, underscoring that airlines may not willingly provide passengers with the compensation they are owed. Recently, the group he leads and founded, Air Passenger Rights, sued WestJet for misleading customers about the compensation they could receive if their flights were delayed or cancelled.
Under Canada's air passenger rights legislation, airlines must provide meals and accommodation to travellers affected by flight delays and cancellations within their control.
However, WestJet was informing customers it would only compensate them for hotel stays up to $150 per night ($200 for non-Canadian destinations) and meals at $45 per day (if vouchers are not available).
Lukacs says the groundbreaking victory in the B.C. Supreme Court sends a clear message to airlines that they can't mislead or deceive customers.
"As always: Stand your ground. Do not be a pushover," he comments.
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