This is somewhat alarming. But probably not surprising.
A study released today by the Canadian Automobile Association (CAA) finds that more than half of Canadians (56%) still don’t know they have new rights as air travellers.
New protection laws were announced by the government of Canada six months ago, and a new set of rules comes into effect on Sunday, Dec. 15. Canadians often complain about unfair treatment by the airlines, but they’re seemingly unaware that there are new laws in place to answer some of their concerns.
“It is clear that the government and the airlines need to do more to ensure Canadians know their rights,” said Jeff Walker, chief strategy officer, CAA National. “As we head into the holiday travel season, it’s even more important travellers are aware of the new system and how to make claims.”
Nearly six months ago, the Government of Canada announced the first phase of an air passenger rights regime that includes compensation as high as $2,400 for being bumped, more money for lost or damaged baggage, and a requirement that airlines provide travellers with clear communications on their rights and how to claim them.
Canada has new laws to protect airline passengers. Photo by Markus Winkler on Unsplash.
A second, bigger bundle of rights will be introduced December 15. New protections include cash compensation for long delays and cancellations. In addition, airlines will be required to rebook or refund travel that is delayed more than three hours or cancelled. And airlines will now be required to facilitate seating of children under the age of 14 with their parent at no cost.
“CAA encourages passengers to learn their new rights and file a claim when they feel those protections have been breached,” said Walker. “CAA will continue to represent the interest of travellers by tracking the regime’s effectiveness and hold the Canadian Transportation Agency accountable.”
If an airline does not respond to a passenger’s claim accordingly, travellers are encouraged to visit the Canadian Transportation Agency at www.airpassengerprotection.ca for more information or to file a complaint.
CAA operates one of the country’s largest leisure travel agencies and has been advocating for travellers for decades.
The latest CAA findings are based on a poll of more than 1,500 Canadians carried out from November 27 to December 4, 2019. A probability sample of the same size would yield a margin of error of +/-2.5%, 19 times out of 20.
The Honourable Marc Garneau, Minister of Transport, issued this statement today to mark the coming into effect of Phase 2 of the new Air Passenger Protection Regulations.
“As Canada’s Minister of Transport, I am pleased to see the second and final phase of the Air Passenger Protection Regulations come into effect on December 15. Air travellers will now have full rights when things don’t go as expected. With input from air travellers and the air industry, we have created a world-leading approach to air passenger rights that is clear, consistent, transparent and fair.
“Starting on December 15, airlines will be required to follow new regulations related to delays, cancellations and the seating of children near a parent or guardian. Full details will be available on the CTA’s website on December 15.
“Phase 1 of the Air Passenger Protection Regulations, related to communication, tarmac delays, denied boarding, lost and damaged luggage, and transporting musical instruments, came into effect on July 15, 2019.
“These regulations will apply to all airlines flying to, from, and within Canada. They also take into account the realities of small and northern air carriers, as well as ultra-low cost carriers, with requirements adjusted accordingly. Airlines will be required to follow these regulations or they could face penalties of up to $25,000 per infraction.
“Both air passengers and airlines deserve a consistent approach that allows passengers to be treated fairly while ensuring the industry remains strong and competitive. We believe these regulations achieve this important balance.
“I am also pleased to mark the coming into effect of amended Transportation Information Regulations on December 15. These regulations will allow Transport Canada to collect and publish air travel performance data, such as tarmac delays and overbookings, from airlines and other air service providers to measure the effectiveness of new Air Passenger Protection Regulations. This added level of transparency and more widely available information will allow travelers to make more informed choices and decisions to improve the passenger experience.”
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