FAQs on travel with Lufthansa and Air Canada

The Air Canada cabin crew speak English and French.

Just like Lufthansa, Air Canada offers an extensive range of food and drinks on board its domestic and international flights.

On flights within North America or to the Caribbean, you can buy snacks and meals from the Air Canada bistro in Economy Class.

In a similar way to Lufthansa, Air Canada offers a whole host of entertainment options.
On board many of its aircraft, Air Canada offers an entertainment system at your seat or personal device entertainment. In the latter case, you can connect with the on board wi-fi and watch films and television or play games on your mobile phone, tablet or laptop.
Audio and subtitles are available in various languages.

Air Canada offers extensive services to its passengers who require assistance on their trip.

To ensure that you enjoy the most comfortable journey possible, although advance notification is not mandatory, we would strongly recommend that you contact Air Canada’s medical department at least 48 hours before departure.

Air Canada provides a selection of special meals to meet your personal dietary requirements.

Please be aware that we cannot guarantee that special menus can be provided if you request them less than 24 hours before departure.

Subject to certain conditions, you are permitted to carry pets with you on board Air Canada flights. Pets cannot be carried in the cargo hold until further notice. Please familiarise yourself with the conditions for the carriage of pets and service animals, and the options and deadlines for registration.

Animals will only be accepted at the airport providing they have been registered beforehand. Please also note that you must arrive at the airport and report to the check-in desk in good time. You cannot check in online or at the airport check-in machines if you are travelling with a pet.

Children aged 12 and over can travel unaccompanied on Air Canada flights. Children under the age of 8 must be accompanied by a passenger who is a minimum of 16 years of age. The childcare service for minors travelling alone is obligatory for children aged between 8 and 11, and is not available for connecting flights. As conjunction flights may occur, it is not possible to fulfil all responsibilities in relation to the transfer of minors at a connecting airport. Unaccompanied children may also find it difficult to cope with connections, especially if flight disruptions occur during a stopover.

If you wish to request an upgrade for your flight with Air Canada, please note the following advice about upgrades on Star Alliance partner airlines:

• Please note that upgrades via miles or eVouchers can only be done if your flight booking was made on an Air Canada flight number. Upgrades cannot be booked on codeshare flights (Lufthansa flight number).
• For technical reasons, it is currently not possible to book upgrades on Air Canada flights online via milesandmore.com. However, you can make your request by telephone to your local Miles & More Service Team. Please have your Miles & More service card number and your Miles & More PIN to hand.
• The confirmation of an upgrade booking can then be made if there is availability in the designated booking class for flight awards in the next travel class up (Premium Economy, Business Class).

You can always use the check-in options of the airline that operates your first flight. For example, that means that you use the Lufthansa check-in options on an indirect flight starting with Lufthansa and changing to Air Canada. You will also generally receive a boarding pass at check-in for your connecting flight with Air Canada.

If your first flight is operated by Air Canada, use the check-in options of our partner airline. With Air Canada you can check in online or using the Air Canada app from 24 hours before departure. Please use your Air Canada booking details that you also received after booking to do so. If mobile or online check-in is not available for your trip, you can of course also check in at a machine or at the desk at the airport.

Air Canada specifies certain times for check-in and baggage drop-off. Specific time slots apply depending on the airport and flight. Please familiarise yourself with the current check-in times and further information about processing at the airport.

Make sure that you carry the necessary travel documents with you if you are travelling internationally, such as your passport or a visa.

If you have an indirect flight from the USA or Canada to Europe or from Europe to the USA or Canada, you can generally check in for the entire route right away. You will then also receive a boarding pass for your connecting flight.

Checked bags are automatically reloaded if you have a transfer flight. Exceptions are firearms and animals. Passengers who have booked a connecting flight with Air Canada can proceed directly to the transfer area for domestic flights on arrival.

With connecting flights, checked baggage is forwarded automatically, and it can be collected by you at your destination airport in Canada. Exceptions are firearms and animals. Passengers who have booked a connecting flight with Air Canada can proceed directly to the transfer area for domestic flights on arrival.

If you are travelling from Canada to Europe, when you have a connecting flight, your baggage is usually also forwarded automatically.

If you are using the Air Canada app for your Air Canada flight, this is where you will receive information at the earliest possible time about your connecting flight. Simply look in the app after your arrival at the transfer airport and make sure your device has an internet connection. For Lufthansa flights, you will reliably receive information about your connecting flight with Lufthansa in the Lufthansa app. Alternatively, please check the screens showing the departures at the airports. They are frequently also located in close proximity to your connecting gate.

The terminals used by the airlines for arrival and departure may differ between airports and between international and domestic flights. We therefore recommend always checking the website of your departure and/or connecting airport to see which terminals are used by the airlines you are flying with on your trip.

For instance, if you miss your connecting flight due to a delayed flight, you are generally rebooked automatically by the airline responsible for the delay. You will be notified by Air Canada or Lufthansa as soon as the rebooking has been made using the contact information you provided (e.g. by email). If you have not received any notifications or require further assistance, you can contact our service team at the airport at any time.

The rules for hand luggage and checked baggage may vary depending on the airline. You should therefore inform yourself about the baggage regulations in advance.

Please note that Air Canada’s regulations for sports and special baggage differ from Lufthansa regulations. If you have not yet notified Air Canada of your sports and special baggage allowance and booked it, you can find all the information and deadlines at aircanada.com.

Please note that the rules for carrying dangerous goods on board may vary depending on the location and airline. Please note the information about carrying dangerous goods on board Air Canada flights.

Go to the carriage of firearms: every airline has its own rules on the carriage of firearms. Please therefore note that you must contact the airlines operating your flights as soon as possible. With Air Canada, firearms can be checked in subject to specific conditions. The rules must be strictly complied with.

You will find the rules about the carriage of weapons on board Lufthansa flights here:

If you wish to rebook or cancel your flight booked via Lufthansa because you have changed your plans, you can either change your booking yourself on lufthansa.com or contact our Service Centre. Please use the rebooking options for Air Canada for flights booked with Air Canada. Please always contact the operating airline directly to add or request special services on your flight (such as special meals, special baggage or taking your pet).

In the event of flight delays or cancellations, you will be rebooked automatically by Air Canada or Lufthansa and notified via the contact details you provided. If you are already on your trip and do not receive a notification, always speak to the airport staff.

If you have any questions or require assistance before your trip, please first contact the airline with which you booked your flight. For example, if you booked your flight via lufthansa.com, then this is Lufthansa. Please note: to add on or request special services (e.g. special meals, special baggage, taking pets) for a flight, it’s best to always directly contact the airline operating your flight.

If any disruptions occur on your trip, you will find information about your passenger rights in the apps of the airlines operating your flight and on the Air Canada and Lufthansa websites.

If you start your trip with Air Canada in Canada or are travelling within Canada, please refer to aircanada.com for information about the passenger rights that apply to you.

You can also contact the airport staff at any time.

For instance, if you miss your connecting flight due to a delayed flight, you are generally rebooked automatically by the airline responsible for the delay. You will be notified by Air Canada or Lufthansa as soon as the rebooking has been made via the contact information you have provided (e.g. by email). If you have not received any notifications or require further assistance, you can contact our service team at the airport at any time.

You should report damage to your baggage to the airline operating the flight after you first notice the damage. If you travelled with more than one airline without reclaiming your baggage between connecting flights and checking it in again, please report your damaged baggage to the airline that operated your last flight.

The airline with which you arrive at your destination is always the airline responsible for your baggage. If this arline was not Lufthansa, please report your delayed baggage to Air Canada.