Canada Can do Better for Air Travellers

90% of Canadians say a national airline consumer code is important.

The Canadian Automobile Association has been representing the travelling public since 1913. And for decades, we have been operating one of the country’s largest leisure travel agencies.

On behalf of our more than 6 million members from coast to coast, we have been advocating for better and clearer rights for air passengers.

That’s already the case in the United States and the European Union, where governments have passed strong consumer protection laws for air passengers. We believe Canadians deserve no less, so that when something goes wrong, they know what their rights are and how to claim them.

Following extensive lobbying by CAA and others, the Canadian government has decided to put in place a better rights regime for passengers. CAA will be there throughout the process to advocate for improved consumer rights to replace the current system, which is a patchwork for air passengers who suffer unreasonable delays, cancellations, lost bags or other problems that could reasonably be said to be the fault of the air carrier. We believe the new system must follow some simple principles.

CAA advocated for clearer and improved rights for air travellers

Here is what we asked for, which was included in the draft regulations:

• Industry-wide standards for passenger treatment.
• Mandated set payouts for long delays.
• Requirement that airlines inform travellers in clear, plain language what their rights are.
• Airlines will have to seat children near or beside their parents at no additional charge.

What is missing?

• The proposed rules, will on most cases, require travellers to file a complaint with an airline in order to get compensation, even when it is obvious a plane was many hours late.
• In addition, there will be no compensation of a problem is caused by “mechanical issues” – the definition of which is not clear.

What Are Your Rights as an Air Passenger?

 The Canadian Transportation Agency just released its draft air passenger rights regulations. In the meantime, each airline sets its own policies, which can be confusing for passengers. Watch the video to learn more about the Canadian Transportation Agency’s complaints and policies.

What do Canadians Think?