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

A heavy police presence was on scene on Dec. 28, 2017 following the shooting death on Bates Road in Abbotsford of Alexander Blanarou, 24, of Surrey. (Abbotsford News file photo)
Three men charged with Abbotsford shooting death of Surrey man

Alexander Blanarou, 24, was killed in a rural area on Dec. 28, 2017

Photo by Dale Klippenstein
Hit-and-run driver knocks pedestrian into ditch in Abbotsford

Woman was walking in area of Harris Road and Riverside Street on Monday

Tabor Home in Abbotsford. (Ben Lypka/Abbotsford News)
B.C.’s largest COVID-19 care-home outbreak records 19 deaths, 147 cases

Tabor Home in Abbotsford has been battling outbreak since Nov. 4

Police and ambulance crews were at First Avenue and Murray Street on in 2017 after a cyclist was injured in a crash. Kevin Mills photo.
District of Mission seeks public input on transportation planning

Online survey launched where residents can pinpoint traffic-issue areas in the community

Abbotsford residents gather in the Clearbrook area on Monday to demonstrate against what they say is unfairt treatment by the Indian government to farmers in the Punjab region of that country. (Maan Sidhu photo)
Abbotsford residents gather to protest unfair treatment of India farmers

Locals believe new bills will devastate small farms, demand farmers be allowed to protest peacefully

A B.C. Ambulance Service paramedic wearing a face mask to curb the spread of COVID-19 moves a stretcher outside an ambulance at Royal Columbia Hospital, in New Westminster, B.C., on Sunday, November 29, 2020. THE CANADIAN PRESS/Darryl Dyck
B.C. records deadliest weekend of COVID-19 pandemic with 46 deaths; more than 2,300 cases

Provincial health officer Dr. Bonnie Henry provides COVID-19 update

Mirandy Tracy, left, and Tara Kurtz are two Langley mothers who are organizing a "sick out" for Tuesday, Dec. 1 to protest COVID conditions in schools. They're calling for masks and smaller class sizes, among other things. (Matthew Claxton/Langley Advance Times)
Politician, labour leader throw support behind student Sick Out day

Langley parents started the movement to keep kids home on Dec. 1 as a protest

A family emerged with a purchase at the Tannenbaum Tree Farm at 5398 252 St in Aldergrove on Sunday, Nov. 29, 2020 (Dan Ferguson/Langley Advance Times)
Christmas tree season is off to an early start

People are ‘bored’ with staying home due to COVID-19 and want to decorate early, farm owner believes

THE CANADIAN PRESS/Nathan Denette
B.C. researchers launch study to test kids, young adults for COVID-19 antibodies

Kids and youth can often be asymptomatic carriers of the novel coronavirus

A convoy of seven pickup trucks, six of which were hauling boats, makes its way around the Chilliwack Law Courts on Dec. 1, 2020. (Jenna Hauck/ Chilliwack Progress)
First court date for Fraser River anglers ticketed during demonstration fishery

Convoy of trucks circled the courthouse in downtown Chilliwack Tuesday honking their support

A sign is seen this past summer outside the Yunesit’in Government office west of Williams Lake reminding visitors and members to stay safe amid the COVID-19 pandemic. (Rebecca Dyok photo)
B.C. First Nation leaders await privacy commissioner decision on COVID-19 information

Release of life-saving data cannot wait, says coalition of First Nations

MLA Jennifer Whiteside is B.C.’s new minister of education. She is speaking out against Chilliwack school trustee Barry Neufeld and asking him to resign. (Black Press)
New education minister calls on Chilliwack trustee to resign

Whiteside echoes former minister’s promise to look at options to remove Barry Neufeld

Most Read