Canadian Transportation Agency investigating over 3,000 complaints against airlines

Feb 27 2020, 8:25 pm

The Canadian Transportation Agency (CTA) is investigating over 3,000 complaints filed against multiple airlines, including Air Canada and WestJet, alleging they failed to accurately explain the reason for flight delays and cancellations.

On February 24, the CTA said it conducted a “comprehensive review” of all complaints filled  between December 15, 2019 and February 13, but could only investigate 570 complaints, as the Agency claims they do not have enough resources to look at all the filed complaints at this time.

The applications have been selected based on the “issues raised, the number of complaints per carrier, and the number of complaints per flight,” the CTA disclosed.

There are also complaints filed against Air Transat, United Airlines, Sunwing Airlines and Swoop.

The investigation into the complaints comes after the Air Passenger Protection Regulations (APPR) implemented new requirements that airlines tell their passengers the reason for a flight delay or cancellation.

The Agency notes that, “air carriers failed to accurately communicate the reasons for flight delays or cancellations that occurred on or after December 15, 2019, as required by the APPR. This review has revealed that the Agency received 3,037 such applications during this period.”

The newest regulations by APPR were implemented on December 15, 2019 and provide passengers with compensation of up to $1,000 for flight delays or cancellations for reasons within the airlines’ control (except for safety reasons); as well as amenities when there is a flight delay or cancellation within the airline’s control (reasonable food and drink; access to communication; and hotel accommodations for overnight delays).

“This inquiry will look into allegations that in some cases, airlines haven’t lived up to this obligation. If the evidence shows that happened, we’ll take appropriate action,” Scott Steiner, Chair and CEO of the CTA said.

“The CTA is committed to ensuring that passengers and airlines understand what the rules are when there’s a flight disruption – and that those rules are followed.”

The Canadian Transportation Agency is “an independent, quasi-judicial tribunal and regulator that has, with respect to all matters necessary for the exercise of its jurisdiction, all the powers of a superior court.”

Daily Hive has reached out to Air Canada and WestJet for comment, and this story will be updated accordingly.


Clarrie FeinsteinClarrie Feinstein

+ News
+ Canada