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

The public will start to weigh in next month on the possible future uses of Oak Bay Lodge. In the meantime, a request to the province by the City of Victoria to intervene and allow use of at least a portion of the closed facility as temporary shelter space awaits an answer. (Black Press Media file photo)
Oak Bay Lodge redevelopment planning continues, request for temporary use awaits answer

Public consultation on future of CRD-owned site begins next month

Volunteer Anette Akouri is part of a vital service that connects clients to help them be less vulernable. (Saanich Volunteer Services Society)
Saanich volunteers up the friendship calls, grocery deliveries during pandemic

Saanich Volunteer Services Society helping vulnerable residents stay happy, healthy

A rendering of Victoria Wonderland, a drive-thru immersive holiday experience that has been cancelled due to COVID-19. (Courtesy of Transcend Victoria)
Victoria Wonderland drive-thru show cancelled due to COVID-19

Organizers hope to host a similar event, if restrictions allow, in the new year

Swiftsure International Yacht Race 2018. (Black Press Media file photo)
Popular Swiftsure yacht race cancelled for second consecutive year

International sailing race hopes to run its 77th event in 2022

Motorists wait to enter a Fraser Health COVID-19 testing facility, in Surrey, B.C., on Monday, Nov. 9, 2020. THE CANADIAN PRESS/Darryl Dyck
Another 694 diagnosed with COVID-19 in B.C. Thursday

Three more health care outbreaks, 12 deaths

(AP Photo/Paula Bronstein)
POLL: Has COVID-19 changed your plans for the holidays?

The lights are going up, the stacks of presents under the tree… Continue reading

Anyone with information on any of these individuals is asked to call 1-800-222-TIPS (8477) or visit the website victoriacrimestoppers.ca for more information.
Greater Victoria Crime Stoppers wanted list for the week of Dec. 1

Greater Victoria Crime Stoppers is seeking the public’s help in locating the… Continue reading

Watch Messiah at home with the Sooke Philharmonic

Concert available to stream Dec. 12

Emergency crews used a backhoe loader to clear fire debris from the scene of a fire on Wesley Street Thursday as police and firefighters gathered up propane tanks, stoves and fireplaces used by camp residents to heat tents. (Chris Bush/News Bulletin)
City of Nanaimo dismantles downtown homeless encampment after fire

Four to six tents burned up in Wesley Street fire Thursday, Dec. 3

A demonstrator wears representations of sea lice outside the Fisheries and Oceans Canada offices in downtown Vancouver Sept. 24, demanding more action on the Cohen Commission recommendations to protect wild Fraser River sockeye. (Quinn Bender photo)
First Nations renew call to revoke salmon farm licences

Leadership council implores use of precautionary principle in Discovery Islands

Ten-month-old Aidan Deschamps poses for a photo with his parents Amanda Sully and Adam Deschamps in this undated handout photo. Ten-month-old Aidan Deschamps was the first baby in Canada to be diagnosed with spinal muscular atrophy through Ontario’s newborn screening program. The test was added to the program six days before he was born. THE CANADIAN PRESS/HO, Children’s Hospital Eastern Ontario *MANDATORY CREDIT*
First newborn tested for spinal muscular atrophy in Canada hits new milestones

‘If Aidan had been born any earlier or anywhere else our story would be quite different’

BC Ambulance Services reassures people that the service is well staffed and ready to respond. Photo by Don Bodger
BC Ambulance assures the Island community they’re ‘fully staffed’

‘Paramedics are not limited to a geographical area.’ — BCEHS

(Pixabay)
Canadians’ mental health has deteriorated with the second wave, study finds

Increased substance use one of the ways people are coping

Most Read