Should airlines pay compensation for cancelling flights because of flight crew shortages?

Poll: Cancelled flights

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 Air Canada and WestJet citing staffing shortages as a safety issue. The Canadian Transportation Agency has disputed lack of staff as valid under compensation rules.

A July 8 ruling by the CTA said the threshold was high for an airline to use staffing shortages as a safety issue and found in that instance that WestJet had not met it, ordering the airline to pay what was owed to the traveller.

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 March 31, including 12,158 new complaints and the carry-over of 16,515 reports from the previous fiscal year. Of the total, about half involved flight disruptions, while ticketing and reservations complaints also numbered in the thousands.

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.

Read more

Have an opinion? Send it to [email protected]

Previous Polls

September 24, 2022 - 8379 votes
Do you believe higher inflation is here to stay?

Yes: 5156
No: 2407
Unsure: 816

September 22, 2022 - 9180 votes
Would you prefer to work four longer days a week than a regular five-day week?

Yes: 7380
No: 1400
Unsure: 400

September 21, 2022 - 8739 votes
Do you support a class action lawsuit against big oil companies, suing them for polluting?

Yes: 3046
No: 5164
Unsure: 529

September 20, 2022 - 9464 votes
Should the penalties for street racing in B.C. be increased?

Yes: 7496
No: 1682
Unsure: 286

September 19, 2022 - 14316 votes
Was it disrespectful for the prime minister to join sing-along while in London for the Queen's funeral?

Yes: 7016
No: 6474
Unsure: 826

Previous Poll Results

Do you believe higher inflation is here to stay?

Total Votes:  8379

» Previous Polls

Have an idea for a poll question?
Email us [email protected]

Castanet Classifieds