The Canadian Transportation Agency (CTA) has begun an inquiry into complaints from passengers alleging airlines aren’t accurately communicating the reason for delays and cancellations.
The complaints date back to December 15, when the CTA implemented the Air Passenger Protection Regulations (APPR), which requires airlines to provide compensation if their flight is delayed or cancelled for reasons withing their control—inclement weather doesn’t count.
Since the APPR came into effect, many passengers have accused airlines of being less than forthcoming with information related to delays and cancellations, allegedly in an effort to avoid providing compensation to the affected passengers.
As a result of the complaints, the CTA will be collecting and analyzing available data from the airlines related to the delays and cancellations in question over the next six weeks, and then compiling it into a report.
Decisions regarding the next steps will only be made after the inquiry officer’s report is submitted.
“Airlines have an obligation, under the Air Passenger Protection Regulations, to provide timely, accurate information to passengers on the reasons for flight delays and cancellations. This inquiry will look into allegations that in some cases, airlines haven’t lived up to this obligation. If the evidence shows that happened, we’ll take appropriate action,” Scott Streiner, chair and CEO of the CTA said in a news release.
“The CTA is committed to ensuring that passengers and airlines understand what the rules are when there’s a flight disruption – and that those rules are followed,” he continued.