People line up and check in for an international flight at Pearson International Airport during the COVID-19 pandemic in Toronto on Wednesday, Oct. 14, 2020. A report from Canada’s transportation regulator says poor preparation by airlines for the country’s passenger rights charter resulted in communication problems that frustrated travellers and denied some their proper compensation following flight delays or cancellations. THE CANADIAN PRESS/Nathan Denette

People line up and check in for an international flight at Pearson International Airport during the COVID-19 pandemic in Toronto on Wednesday, Oct. 14, 2020. A report from Canada’s transportation regulator says poor preparation by airlines for the country’s passenger rights charter resulted in communication problems that frustrated travellers and denied some their proper compensation following flight delays or cancellations. THE CANADIAN PRESS/Nathan Denette

Airlines failed to prepare adequately for new passenger rights charter: report

Some 3,000 complaints filed by customers between Dec. 15 and Feb. 13 had triggered the inquiry

Canada’s transportation regulator says poor preparation by airlines for the new air passenger rights charter led to communication problems that frustrated travellers and denied some their proper compensation following flight delays or cancellations.

However, the report from an inquiry officer at the Canadian Transportation Agency says it found no evidence to suggest the six airlines investigated deliberately mischaracterized flight disruptions or miscommunicated to passengers with the aim of worming out of their obligations.

Some 3,000 complaints filed by customers between Dec. 15 and Feb. 13 triggered the inquiry, shortly before the COVID-19 pandemic prompted roughly 10,000 more complaints and created a massive backlog at the transportation agency.

The initial complaints had alleged that Air Canada, Sunwing, Air Transat, United Airlines, WestJet and its Swoop subsidiary did not accurately communicate the reasons for delays or nixed flights in a bid to avoid paying for problems within the carriers’ control.

The federal government rolled out its Air Passenger Protection Regulations last year, which lay out compensation requirements for incidents ranging from tarmac delays to flight bumping.

The agency says it is now inviting passengers to file statements on the issues highlighted in the report.

The Canadian Press

Like us on Facebook and follow us on Twitter.

Want to support local journalism? Make a donation here.

Airlines

Get local stories you won't find anywhere else right to your inbox.
Sign up here

Just Posted

Mayor Ken Popove and Justice Thomas Crabtree at the 2018 inaugural council meeting on Nov. 7, 2018. (Jennifer Feinberg/ Chilliwack Progress file)
Most municipalities no longer begin council sessions with prayer: BC Humanist report

Chilliwack, Langley, and White Rock among 23 cities that violated ‘duty of religious neutrality’

Steve ‘Elvis Elite’ Elliott has released a DVD of him performing his Christmas show to bring hope and joy to seniors in lockdown. (Submitted)
Elvis tribute artist in Chilliwack brings joy to seniors in lockdown through Christmas DVD

Steve ‘Elvis Elite’ Elliott records Christmas performance, sends DVDs to seniors’ homes in B.C.

Parkside Centennial Elementary in Langley had an individual with COVID-19 at the school on Nov. 19, 2020, according to Fraser Health. (Google)
Langley elementary, independent school latest sites of COVID exposure

Parkside Elementary and Langley Christian has exposure events

Wout Brouwer expressed his gratitude to the Metro Vancouver regional parks department for keeping the Houston Trail in Fort Langley in such “great shape.” They recently repaired a section of the trail that was “seriously eroded” and built what Brouwer calls a “beautiful, rustic fence.” (Special to Langley Advance Times)
SHARE: Thanks for caring for Langley’s trails

Send us your photo showing how you view Langley, and it could be featured in a future edition

Mail-in ballot from Elections BC (Katya Slepian/Black Press Media)
Elections BC should run Langley byelection, council says

A lack of mail-in capacity during a pandemic is one reason for the request

B.C. Health Minister Adrian Dix and provincial health officer Dr. Bonnie Henry update the COVID-19 situation at the B.C. legislature, Nov. 23, 2020. (B.C. government)
B.C. sets another COVID-19 record with 887 new cases

Another 13 deaths, ties the highest three days ago

Despite rumours, Surrey RCMP say they are not issuing tickets to people if they are driving in a vehicle with others from a different household. (File photo)
COVID-19 tickets: No, RCMP aren’t checking vehicle occupancies, restaurant tables

Enforcement about education, not punishment says Surrey RCMP Cpl. Joanie Sidhu

Alexandre Bissonnette, who pleaded guilty to a mass shooting at a Quebec City mosque, arrives at the courthouse in Quebec City on February 21, 2017. THE CANADIAN PRESS/Mathieu Belanger - POOL
Court strikes down consecutive life sentences; mosque shooter has prison term cut

The decision was appealed by both the defence and the Crown

Gold medallists in the ice dance, free dance figure skating Tessa Virtue and Scott Moir, of Canada, pose during their medals ceremony at the 2018 Winter Olympics in Pyeongchang, South Korea, Tuesday, Feb. 20, 2018. THE CANADIAN PRESS/AP-Charlie Riedel
Olympic champions Virtue, Moir and Tewksbury among 114 Order of Canada inductees

Moir and Virtue catapulted to national stardom with their gold-medal performances at the Winter Olympics in 2018

Cannabis bought in British Columbia (Ashley Wadhwani/Black Press Media)
Is it time to start thinking about greener ways to package cannabis?

Packaging suppliers are still figuring eco-friendly and affordable packaging options that fit the mandates of Cannabis Regulations

Join Black Press Media and Do Some Good
Join Black Press Media and Do Some Good

Pay it Forward program supports local businesses in their community giving

Shoppers line up in front of a shop on Montreal’s Saint-Catherine Street in search of Black Friday deals in Montreal, Friday, Nov. 27, 2020. THE CANADIAN PRESS/Paul Chiasson
Black Friday shopping in a pandemic: COVID-19 closes some stores, sales move online

Eric Morris, head of retail at Google Canada, says e-commerce in Canada has doubled during the pandemic.

Chilliwack school board trustee Barry Neufeld is taking heat over using a ableist slur to refer to three Black Press employees. (Paul Henderson/ Progress file)
BC School Trustees Association president keeps heat on Chilliwack Trustee Barry Neufeld

In a news release, Stephanie Higginson called on voters to take careful note of Neufeld’s behaviour

School District 27 announced the first confirmed case of COVID-19 this week (Nov. 23) at Lake City Secondary School Williams Lake campus. (Angie Mindus photo - Williams Lake Tribune)
Entire gym class at northern B.C. high school isolating after confirmed COVID case

Contact tracing by Interior Health led to the quarantine

Most Read