Central Mountain Air (CMA), a Canadian regional airline based in Smithers, British Columbia, operates domestic flights primarily in British Columbia and Alberta. Its cancellation policy is designed to balance flexibility for passengers with operational efficiency, though most fares are non-refundable. Below are the key details:
24-Hour Cancellation Policy
- Eligibility: You can cancel your flight within 24 hours of booking and receive a full refund without penalty, provided the departure date is at least 7 days (168 hours) from the booking date. This applies to all fare types, including non-refundable tickets.
Cancellations After 24 Hours
- General Rule: Most Central Mountain Air tickets are non-refundable and non-transferable, but cancellations can be made up to 2 hours before the first ticketed departure time. If not canceled by this deadline, the ticket loses all value.
- Cancellation Options:
- If canceled before departure, the ticket’s value (minus a change/cancellation fee) can be applied toward a new ticket within 1 year from the original issuance date, subject to availability, advance purchase requirements, and any fare differences.
- Change/Cancellation Fee: A fee of $52.50–$78.75 CAD per direction, per passenger, plus applicable taxes and fare differences, applies for cancellations or changes. Sources vary on the exact fee, with some citing $52.50 CAD and others $78.75 CAD.
- No-Show Policy: Failure to cancel or check-in for a flight results in forfeiture of the entire segment, and the ticket has no value for future travel.
- Name Changes: Permitted up to 2 hours before departure for a fee of $52.50 CAD per passenger.
Special Circumstances:
- Refunds may be considered for documented emergencies (e.g., medical issues or bereavement), but this is at CMA’s discretion and requires contacting customer service with supporting documentation.
Cancellations by Central Mountain Air
Passenger Rights:
- If CMA cancels a flight due to reasons within their control (e.g., IT outages, late aircraft cleaning, crew scheduling) or weather, you are entitled to:
- Rebooking on the next available CMA flight at no cost.
- A full refund to the original payment method.
- A full credit for the fare value if rebooking options don’t meet your needs.
- For safety-related cancellations, CMA adheres to minimum standards under Canada’s Air Passenger Protection Regulations (APPR), which may include refunds or rebooking.
Additional Support:
- For delays or cancellations known 3+ hours before departure, CMA will notify passengers via email, voicemail, or airport announcements and offer rebooking or cancellation with no penalty.
- If a delay extends overnight, CMA may provide hotel accommodations and transportation, plus meal vouchers (up to $39 CAD daily if vouchers are unavailable).
- For weather-related cancellations, CMA will attempt to rebook you or arrange accommodations if no flights are available, but specific procedures vary. Contact CMA for details.
Compensation:
- Under APPR, if a flight is canceled or delayed by 2+ hours due to reasons within CMA’s control, you may be entitled to compensation, though exact amounts depend on flight distance and delay duration. Contact CMA or visit the Canadian Transportation Agency’s website for details.
- No compensation is guaranteed for weather or third-party disruptions (e.g., air traffic control issues).
Flexible Booking Policy (COVID-19 Related)
- Historical Context: CMA previously offered a flexible policy for bookings made between July 9, 2020, and May 31, 2022, for travel through September 30, 2022, allowing cancellations with no charge and a 24-month future flight credit or a refund to the original payment method. This policy also permitted up to two free roundtrip changes per person until 72 hours before departure.
How to Cancel
By Phone:
- Call the reservations hotline at +1-877-240-6770 (Monday–Saturday, 8 AM–4 PM PT). Provide your reservation number and relevant details. A service fee may apply.
In-Person:
- Visit a CMA ticket counter or kiosk at the airport, ideally at least 90 minutes before departure. Bring your reservation number and identification.
Through Travel Agents:
- If booked via a travel agent, cancellations must be processed through them, as CMA cannot directly handle these requests.
Refunds
Processing Time:
- Refunds for eligible cancellations (e.g., within 24 hours or CMA-initiated cancellations) are processed to the original payment method, typically within 7–14 business days, though bank processing may extend this.
Eligibility:
- Full refunds are available for:
- Cancellations within 24 hours (if departure is 7+ days away).
- CMA-initiated cancellations due to weather, technical issues, or reasons within their control.
- For non-refundable tickets canceled after 24 hours, the ticket value (minus fees) is held as a credit for 1 year.
- Taxes and surcharges may be refunded even for non-refundable tickets, subject to fare rules.
