Delayed and cancelled flights are a reality this summer amid surging demand for travel, so customers should know whether they can expect compensation from airlines under federal regulations.
The Air Passenger Protection Regulations say ticket holders are entitled to financial compensation if they arrive at their destination at least three hours late, or if their flight was cancelled and the disruption was unrelated to safety issues or outside the airline's control.
Some airlines have been criticized over their explanations for the disruptions, including both
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The CTA previously looked into the issue of cited reasons for disruptions in 2020 and found there were multiple communication issues leading to passenger frustration, but found no evidence that the airlines deliberately mischaracterized the reasons for delays and cancellation.
To dispute an airline's decision, customers need to file a request in writing for compensation to the airlines, which then have 30 days to respond.
If a traveller is unsatisfied with the airline's response they can then file a complaint to the CTA though the agency's website, but a huge backlog means travellers could have to wait some time to get a response.
The CTA faced a total of 28,673 complaints for the year up to
The higher numbers come even though many travellers don't bother to appeal their decision. Up to two-thirds of Canadian claimants give up their claim after an initial rejection by the airline, according to an online YouGov survey in 2019, though awareness of the new rules could have improved since then.
Appealing could well be worthwhile though, as a 2019 study from
The potential payouts for customers vary depending on a few factors including how lengthy the delay, how big the airline, and how much notice was given, as well as the question of whether the issue was within the airline's control and not a safety issue.
If the trip was cancelled within 14 days or less, passengers are owed
For those informed more than two weeks in advance, they are owed alternate travel arrangements or a refund, at the traveller's choice.
No matter how long the notice, a passenger who opts to reject a rebooking should receive
Those denied boarding, such as from overbooking, could see between
Added rights also come into force on
Previously, the passenger rights regime only required refunds for flight disruptions that were within the airline's control, which excluded situations ranging from weather to war to unscheduled mechanical issues.
This report by
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