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

Krista Macinnis displays the homework assignment that her Grade 6 daughter received on Tuesday. (Submitted photo)
Abbotsford mom angry that students asked to list positive stories about residential schools

Daughter’s Grade 6 class asked to write down 5 positive stories or facts

Mission Fire Rescue Service holding a training session in 2016. Bob Friesen photo.
Firefighter’s human-rights complaint against District of Mission dismissed

District had just reason for firing man for insubordination, B.C. Human Rights Tribunal found

The annual Toys for Tots event in Abbotsford normally includes a free breakfast for anyone who drops off a toy or cash donation. This year’s event was to be held as a drive-thru, but that has also been cancelled. (File photo)
Toys for Tots drive-thru event cancelled in Abbotsford

Public encouraged to donate cash or bring toys to drop-off locations

Abbotsford Panthers star Haidyn Vermeulen (right) celebrates his signing with the Alberta Golden Bears football program along with his mother Niki Vermeulen and father Dan Vermeulen back in September.
Abbotsford’s Haidyn Vermeulen named to CFC Prospect Game

Abbotsford Senior Secondary School student one of 14 from B.C. to earn recognition

Shane Goodvin had just bought a house with wife Laura Major when he started experiencing severe back pain. That led to a diagnosis of pancreatic cancer, and the father of five children is now in rough shape. (Submitted photos)
GoFundMe set up for Chilliwack man fighting pancreatic cancer

Shane Goodvin has five children and a loving wife, and he’s worried about their future

A man wearing a face mask to help curb the spread of COVID-19 walks in downtown Vancouver, B.C., Sunday, Nov. 22, 2020. The use of masks is mandatory in indoor public and retail spaces in the province. THE CANADIAN PRESS/Darryl Dyck
B.C. records deadliest day of pandemic with 13 deaths, 738 new COVID-19 cases

Number of people in hospital is nearing 300, while total cases near 30,000

(File photo)
Alberta woman charged after allegedly hitting boy with watermelon at Okanagan campsite

Police say a disagreement among friends at an Adams Lake campsite turned ugly

Court of Appeal for British Columbia in Vancouver. (File photo: Tom Zytaruk)
B.C. woman loses appeal to have second child by using late husband’s sperm

Assisted Human Reproduction Act prohibits the removal of human reproductive material from a donor without consent

B.C. projects targeting the restoration of sockeye salmon stocks in the Fraser and Columbia Watersheds will share in $10.9 million of federal funding to protect species at risk. (Kenny Regan photo)
13 projects protecting B.C. aquatic species at risk receive $11 million in federal funding

Salmon and marine mammals expected to benefit from ecosystem-based approach

File photo
Surrey RCMP investigating death threat against Surrey councillor

‘On Monday morning I received a threat on messenger that basically said to put a bullet in me,’ Councillor Jack Hundial told the Now-Leader

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

Barrels pictured outside Oliver winery, Quinta Ferreira, in May. (Phil McLachlan - Black Press Media)
B.C. Master of Wine reflects on industry’s teetering economic state

Pandemic, for some wine makers, has been a blessing in disguise. For others, not so much.

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

Most Read