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We aim to ensure that passengers enjoy their experience travelling with us.  We’re committed to providing the highest quality of service to all our customers.  Set out below is a summary of the key elements of our Customer Service Commitment, which applies to ‎services provided in connection with scheduled flights to, from and within Canada, ‎including connecting flights, by Qatar Airways and has ‎been adopted pursuant to the Canadian Air Passenger Protection Regulations ‎‎(“Air Passenger Protection Regulations”).‎  All of our terms and conditions of carriage for flights to, from or within Canada (including connecting flights) can be found in our Tariff, online here

All carriage sold by Qatar Airways is subject to its Tariff.

Air Passenger Protection Regulations

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.

In the event that a flight is cancelled or delayed or a passenger is denied boarding (as defined below), we will make every effort to keep you well informed of the reason for the cancellation or delay. Based on the information we have, we will promptly provide timely status updates every 30 minutes and provide new information as soon as feasible until a new departure time is set for the flight or alternative travel arrangements have been made pursuant to this Customer Service Commitment.

Regardless of the reason for a flight cancellation or delay or a denial of boarding, Qatar Airways will provide passengers with the following key information.

1. The reason for the delay, cancellation or denial of boarding.  During flight delays, we will provide regular flight status updates until a new departure time or alternate flight arrangement has been confirmed.

2. The compensation to which a customer may be entitled for the inconvenience.

3. The standard of treatment to which a customer is entitled, if any; this includes food and drink in reasonable quantities and access to a means of communication (e.g. free Wi-fi); and 

4. The recourse available against us, your air carrier, including your recourse to the Canadian Transportation Agency, if any. 

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