Airlines must compensate passengers for major service disruptions except in limited cases like snowstorms, a measure included in consumer protection proposals in the country's budget legislation, Canada's transport minister said on Monday.
Passenger complaints against airlines over lengthy delays or flight cancellations have risen as commercial air traffic rebounded following the COVID-19 pandemic, especially during a period of peak congestion last summer.
Airlines would also need to establish an internal process for dealing with air travel claims while amendments would make compensation the default unless specifically cited as a limited exception. "It will no longer be the passenger who will have to prove that he or she is entitled to compensation. It will now be the airline that will need to prove that it does not have to pay for it."
The legislation would broaden the agency's authority to set fees to recover its costs for resolving complaints, and would replace the current process to allow for more timely decisions.
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