The Canadian Department of Transportation has begun an investigation into passenger complaints that the airline has not adequately explained why it refused to cover late flights.
The federal government has introduced New regulations December 15-The airline requires that you pay up to $ 1,000 for compensation for flight delays or cancellations that are under the control of the airline and that are not secure.
If the airline refuses passenger compensation, you need to explain why.
The CTA stated that it had received “multiple” complaints from passengers who were not satisfied with the explanations obtained. As a result, agents spend the next six weeks investigating complaints and collecting evidence from the airlines involved.
“Airlines have obligations. [new regulations] CTA CEO Scott Striner said in a statement:
#news @CTA_gc Started investigating complaints from air passengers claiming that the airline did not accurately communicate the reason for the flight #delays Or #Cancel. Click here to access news releases & gt; https://t.co/lsd9lx2YBN @transport_gc Shower pic.twitter.com/Ff4sbrgQDP
Since the story was published, more than 70 people have contacted the CBC News to ask details about the case and why the claim was denied.
Most of the cases involve Air Canada, Canada’s largest airline. The complaint included a travel partner who earned compensation while no one was on the same flight, and an incident in which the reason for the flight delay was changed when compensation was requested.
“The explanation that Air Canada has given a long delay is” unacceptable, “said Adam Paramar of Victoria.
On December 31, he received an email notification that his flight from Ottawa to Victoria was canceled a few hours before takeoff. No reason was provided.
When Paramar rebooked the flight, he said that the airline agent had told him that the airline had accidentally sent notice that his flight had actually taken off.
Paramar concluded that he was entitled to $ 1,000 compensation for travel delays of 9 hours or more.
However, when he filed the claim, Air Canada refused him, stating that the delay was caused by bad weather, is out of the control of the airline, and does not guarantee compensation. Paramar has sent an email to challenge the decision, but Air Canada will not be upset.
“It’s frustrating that they refused me compensation after I described myself extensively,” said Paramar. “They didn’t understand or were trying to avoid intentionally supplementing me.”
Air Canada has stated that it intends to fully comply with the new regulations and deal directly with customers.
In response to the CTA’s inquiry, the airline was expected to grow by email and said, “This is an opportunity to clarify the details of this complex law.”
Air Canada has also carried 8 million passengers since December 15, with “relatively few complaints” (received by the CTA) indicating that the airline is in compliance with the rules. Said.
Withdrawal of compensation
CBC News has also received a few complaints from WestJet passengers. They initially included Calgary’s Tyler Boden, who was initially promised $ 1,000 in compensation, after which WestJet abolished it.
The flight from St. John’s to Calgary in Borden on January 7 was delayed more than nine hours as the airline called it “crew availability.”
When Borden filed an allegation, WestJet replied that it would receive $ 1,000 in compensation for staffing issues under airline control.
“I was very excited,” said Boden.
However, the excitement died about 20 minutes later when WestJet made a mistake and received a second email indicating that the reward was at zero. No explanation was provided, even after he had repeatedly complained to the airline.
“It’s irrational,” said Boden. “It’s a shame that they basically blinded me and ended up without explaining why.”
WestJet has emailed CBC News that it has adhered to the Air Passenger Protection Regulations and “will continue to work with the CTA to ensure compliance.”
The airline also said it was investigating Borden’s complaints.
Dissatisfied with the results of their case, both Boden and Paramer Filed a complaint with the CTA.
Currently, their case is one of many studies that CTA investigates to determine if some airlines are not complying with new regulations. Stranger said that if fraud was found, the CTAs would “take appropriate action.”