Check out a video that explains why airlines might not be held accountable.
After immense public outcry following years of pandemic-spurred frustration with Canadian airlines, the federal government has promised changes to its current air passenger rights charter to hold them accountable.
Instead, the public interest advocate told V.I.A. the proposed legislation may actually reduce the ability of air passengers to navigate the updated system and provide airlines with a way to avoid paying the massive penalty meant to keep them in check. The advocate stresses that airlines have been able to avoid paying out refunds for reasons they arbitrarily characterize as "outside of their control." In some cases, carriers argue that circumstances like not having enough crew on a plane are "a safety concern" and outside of their control.
Given the immense backlog of complaints to the CTA, Canadian air passengers have also been forced to wait significant periods of time to receive compensation, and, in many cases, they do not receive the money they are owed. "There's nothing to stop that exception from including the three categories again and have it letting the airlines say, 'yes, this is a safety reason, this is outside our control and therefore we should have an exception for that situation," Lukács emphasized.
And while many people praised the introduction of a steep fine for airlines, with penalties rising ten-fold to $250,000 per violation, the airlines may not be forced to pay them. Under the new rules, airlines must tell passengers if they will receive a refund or compensation within 30 days of a request. Previously, the airline only had to respond to them within a month's time.
Travel agency weighs in on YVR airline issues Karlyn Bauer, Retail Operations Leader at Flight Centre Travel Group, says the company processed upwards of 40,000 refunds in Canada over the course of the pandemic, and its agents were "bombarded" with client questions concerning money and airline status. While the travel landscape has improved, airlines and airports continue to experience staffing shortages, resulting in cancellations and delays.
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