Feds vow to beef up airline passengers’ bill of rights

The federal government is promising to strengthen the rights of airline passengers in Canada in the wake of widespread delays and cancellations over the holidays.

On Thursday, Transport Minister Omar Alghabra appeared in front of the federal transport committee, which is trying to get answers about the airline woes that affected thousands of Canadians.

Alghabra vowed to alter regulations, including shifting the burden of proof from the passengers to the airlines when it comes to filing for compensation when flights are cancelled or delayed.

“Currently, passengers are told by the airlines too often that they are not entitled to compensation when they really are,” Alghabra said. “This situation has generated an avalanche of complaints to the Canadian Transportation Agency since last summer.”

He said the Liberal government is “not hiding” from the travel debacle, but said in this instance, the issues were caused by winter storms that swept across the country before Christmas. Delays at airports in the summer were blamed on staffing issues, including at airport security.

Alghabra said the government will take responsibility for some of the problems, but airline industry leaders must also be accountable.

“We will also make other changes to the regulations to improve its efficiency,” Alghabra said. “I hope to be able to announce changes and introduce legislation in the coming months.”

Asked about the issue during a joint media conference Thursday with Japanese Prime Minister Fumio Kishida, Prime Minister Justin Trudeau promised changes will be made to help passengers.

“This past holiday season presented some real new challenges, unfortunately, for families,” Trudeau said, “and we are absolutely going to make sure that the bill of rights for air passengers is strengthened and expanded to make sure that we’re continuing to make sure that Canadian travellers are protected.”

Canadians were stranded in foreign countries or in airports across the country when flights were delayed or cancelled. Many passengers still haven’t seen their luggage since finding their way back to Canada.

In Saskatchewan, Sunwing passengers had to scramble after the airline announced it wouldn’t be flying into or out of Regina or Saskatoon until early February.

During the committee meeting Thursday, Sunwing president Len Corrado apologized for the company cancelling flights due to poor weather.

“Let me begin by apologizing that we failed to deliver to the level that we had expected and that Canadians had expected from us over this holiday season,” he said.

Corrado said weather was a contributing factor to the travel delays, along with staffing shortages and outdated infrastructure.

A WestJet vice-president told the committee his airline heard from passengers that communications fell short, and is committed to making improvements.

— With files from The Canadian Press