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Air Canada offering cash or vouchers to settle compensation claims it says are baseless

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Air Canada is reaching out to selected passengers, offering to settle their compensation cases currently stuck in a huge backlog with the Canadian Transportation Agency (CTA).

But several passengers told CBC News that they were offered far less cash than what they believe they’re owed, and they think Air Canada is using the backlog at the agency as leverage.

The CTA, an independent body that helps resolve disputes between airlines and passengers, says it has a backlog of more than 61,000 cases and that passengers must wait more than 18 months for a resolution.

If passengers settle early with Air Canada, they must drop their case with the CTA.

“These alternative offers, in my view, are a way to try and pressure people into accepting less than what they deserve,” said Samantha Smith, a university student in Edmonton.

She was floored when she received Air Canada’s settlement offer last week: $225 cash or a $400 travel voucher — far less than her $1,483 claim for a flight disruption last year.

“It was insulting,” Smith said. “I felt very angry and just really dismayed.”

Samantha Smith's two offers: $225 or a $400 travel voucher which Air Canada presented via an online porta.
Last week, Air Canada offered Samantha Smith via an online platform $225 cash or a $400 travel voucher to settle her compensation claim. The airline says she can also utilize a previously offered $700 voucher. (Submitted by Samantha Smith)

CBC News interviewed five passengers who said Air Canada made settlement offers for less than what they believe they’re owed. Even so, two said they agreed to a settlement — which included a confidentiality clause — rather than wait out the CTA backlog.

Air Canada told CBC News it pays full compensation for legitimate claims and recently started offering lower sums or travel vouchers to wrap up customers’ cases it deems baseless.

Sticking with the CTA

Smith said she believes her case is valid.

In June 2022, her flight from Toronto to Thunder Bay, in northwestern Ontario, was delayed overnight by 14 hours. She said Air Canada told her at the time it would cover her hotel stay.

Smith submitted a claim for $483 for hotel and incidentals, plus the mandated $1,000 payout for a flight delay of at least nine hours that’s within an airline’s control.

Air Canada responded by email that the delay was an “unforeseen operational constraint” and warranted zero compensation. Instead, it offered her a “goodwill” $700 travel voucher. Smith chose not to take it and filed a complaint with the CTA in April.

Samantha Smith shows two Air Canada settlement offers on her computer:
Smith, a university student in Edmonton, says she’s declining Air Canada’s early settlement offer because the cash portion is $225 — far less than her $1,483 claim for a flight disruption last year. (Samuel Martin/CBC)

Last week, Air Canada sent Smith an email stating that “timelines to resolve [CTA] complaints are expected to be lengthy” and invited her to immediately settle her case via an online platform.

When she went online, Smith was offered the $400 voucher or $225. Air Canada told CBC News this week that she can also still pocket, on top of the offer, the initial $700 goodwill voucher. That was news to Smith, who said vouchers won’t cover her expenses, so she’ll continue her CTA case.

“I think I am angry enough about what’s happened, and it doesn’t feel fair,” she said.

Under federal regulations, airlines must compensate passengers and cover any necessary accommodation for flight delays of three of more hours that are within their control and not required for safety reasons.

Since the rules took effect in 2019, passengers have flooded the CTA with complaints that they’ve been wrongly denied compensation. The agency says that about 82 per cent of the 12,600 complaints it has received since July 17 involved compensation for flight disruptions.

Nearly half of all flight delays in 2022 were deemed the responsibility of an airline, according to data from Transport Canada.

‘Kind of unconscionable’

CTA spokesperson Vincent Turgeon told CBC News that passengers are free to settle with their airline at any time.

But consumer advocate and lawyer John Lawford said Air Canada shouldn’t be meddling with the CTA process.

“It’s really kind of unconscionable,” said Lawford, executive director and general counsel of the Public Interest Advocacy Centre in Ottawa.

“It’s an abusive use of an offer to try to get consumers to agree to something just because there’s delays and they may be desperate to get their money back.”

He said he believes Air Canada’s motive is “to reduce their liability over all the claims because there are thousands and thousands.”

Air Canada responds

Air Canada spokesperson Peter Fitzpatrick told CBC News in an email that the settlement offers were designed to reduce the CTA backlog and better manage the airline’s resources.

He said the offers, which customers are free to reject, have generated lots of positive feedback, allow customers to swiftly negotiate a settlement and mainly involve claims Air Canada deems illegitimate.

“Those being offered the opportunity to negotiate … do not have a valid … claim, in our opinion,” Fitzpatrick said.

 

Canadian airlines face tough questions about lack of compensation after flight delays

Featured VideoCanadian airlines are facing growing frustration from passengers who say they are being unfairly denied compensation for delays and cancellations — sometimes without even finding out why. Now calls are growing for federal regulators to impose tougher fines on airlines that skirt the rules.

Shafik Bhalloo, a lawyer and associate professor at Simon Fraser University’s Beedie School of Business in Vancouver, said it’s common practice for companies to try to quietly and quickly settle customer disputes.

“Why not do what they are doing?” he said. “They do not have to waste money on defending the complaint.”

Also, if passengers take the voucher offer, that guarantees the airline more business, Bhalloo said.

Passenger gets counter-offer

Air Canada passenger Scott O’Donnell, who was offered a settlement deal, said he also believes his claim is valid.

O’Donnell was delayed close to four hours when flying from his home in Edmonton to Toronto in December 2022.

If Air Canada was responsible, he would get $400 — the mandated compensation for flight delays under six hours. Last year, the airline rejected O’Donnell’s claim and blamed “bad weather” — which he disputes.

Scott O'Donnell looking at his phone.
Air Canada offered to settle Scott O’Donnell’s $400 compensation claim for $150 cash or a $400 voucher. He turned it down. (Trevor Wilson/CBC)

Last week, Air Canada made him an offer: $100 cash or a $200 travel voucher. When O’Donnell clicked the “decline” button online, Air Canada upped the offer to $150 cash or a $400 voucher. But he declined again.

“If I accepted a really cheap offer, I’d be letting them off the hook too easily,” he said. “I think they need to be held to account.”

O’Donnell also questioned Air Canada’s strategy of increasing an offer after a passenger rejects the initial one.

“Somebody might just easily take that first offer and run with it” without knowing they could get a better deal, he said. “I think that’s very misleading.”

Air Canada’s Fitzpatrick said it’s clear from Air Canada’s website that passengers can negotiate, as it calls its settlement system a “dispute resolution platform.”

Passenger Samantha Smith, who chose to ignore her offer and never clicked the “decline” button, says she had no idea she could possibly negotiate a better deal.

“That’s news to me,” she said.

The CTA says it recently revamped its complaints process to make it more efficient. The federal government has proposed new rules to strengthen passenger compensation rights that could take effect next year.

 

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The #1 Skill I Look For When Hiring

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File this column under “for what it’s worth.”

“Communication is one of the most important skills you require for a successful life.” — Catherine Pulsifer, author.

I’m one hundred percent in agreement with Pulsifer, which is why my evaluation of candidates begins with their writing skills. If a candidate’s writing skills and verbal communication skills, which I’ll assess when interviewing, aren’t well above average, I’ll pass on them regardless of their skills and experience.

 

Why?

 

Because business is fundamentally about getting other people to do things—getting employees to be productive, getting customers to buy your products or services, and getting vendors to agree to a counteroffer price. In business, as in life in general, you can’t make anything happen without effective communication; this is especially true when job searching when your writing is often an employer’s first impression of you.

 

Think of all the writing you engage in during a job search (resumes, cover letters, emails, texts) and all your other writing (LinkedIn profile, as well as posts and comments, blogs, articles, tweets, etc.) employers will read when they Google you to determine if you’re interview-worthy.

 

With so much of our communication today taking place via writing (email, text, collaboration platforms such as Microsoft Teams, Slack, ClickUp, WhatsApp and Rocket.Chat), the importance of proficient writing skills can’t be overstated.

 

When assessing a candidate’s writing skills, you probably think I’m looking for grammar and spelling errors. Although error-free writing is important—it shows professionalism and attention to detail—it’s not the primary reason I look at a candidate’s writing skills.

 

The way someone writes reveals how they think.

 

  • Clear writing = Clear thinking
  • Structured paragraphs = Structured mind
  • Impactful sentences = Impactful ideas

 

Effective writing isn’t about using sophisticated vocabulary. Hemingway demonstrated that deceptively simple, stripped-down prose can captivate readers. Effective writing takes intricate thoughts and presents them in a way that makes the reader think, “Damn! Why didn’t I see it that way?” A good writer is a dead giveaway for a good thinker. More than ever, the business world needs “good thinkers.”

 

Therefore, when I come across a candidate who’s a good writer, hence a good thinker, I know they’re likely to be able to write:

 

  • Emails that don’t get deleted immediately and are responded to
  • Simple, concise, and unambiguous instructions
  • Pitches that are likely to get read
  • Social media content that stops thumbs
  • Human-sounding website copy
  • Persuasively, while attuned to the reader’s possible sensitivities

 

Now, let’s talk about the elephant in the room: AI, which job seekers are using en masse. Earlier this year, I wrote that AI’s ability to hyper-increase an employee’s productivity—AI is still in its infancy; we’ve seen nothing yet—in certain professions, such as writing, sales and marketing, computer programming, office and admin, and customer service, makes it a “fewer employees needed” tool, which understandably greatly appeals to employers. In my opinion, the recent layoffs aren’t related to the economy; they’re due to employers adopting AI. Additionally, companies are trying to balance investing in AI with cost-cutting measures. CEOs who’ve previously said, “Our people are everything,” have arguably created today’s job market by obsessively focusing on AI to gain competitive advantages and reduce their largest expense, their payroll.

 

It wouldn’t be a stretch to assume that most AI usage involves generating written content, content that’s obvious to me, and likely to you as well, to have been written by AI. However, here’s the twist: I don’t particularly care.

 

Why?

 

Because the fundamental skill I’m looking for is the ability to organize thoughts and communicate effectively. What I care about is whether the candidate can take AI-generated content and transform it into something uniquely valuable. If they can, they’re demonstrating the skills of being a good thinker and communicator. It’s like being a great DJ; anyone can push play, but it takes skill to read a room and mix music that gets people pumped.

 

Using AI requires prompting effectively, which requires good writing skills to write clear and precise instructions that guide the AI to produce desired outcomes. Prompting AI effectively requires understanding structure, flow and impact. You need to know how to shape raw information, such as milestones throughout your career when you achieved quantitative results, into a compelling narrative.

So, what’s the best way to gain and enhance your writing skills? As with any skill, you’ve got to work at it.

Two rules guide my writing:

 

  • Use strong verbs and nouns instead of relying on adverbs, such as “She dashed to the store.” instead of “She ran quickly to the store.” or “He whispered to the child.” instead of “He spoke softly to the child.”
  • Avoid using long words when a shorter one will do, such as “use” instead of “utilize” or “ask” instead of “inquire.” As attention spans get shorter, I aim for clarity, simplicity and, most importantly, brevity in my writing.

 

Don’t just string words together; learn to organize your thoughts, think critically, and communicate clearly. Solid writing skills will significantly set you apart from your competition, giving you an advantage in your job search and career.

_____________________________________________________________________

 

Nick Kossovan, a well-seasoned veteran of the corporate landscape, offers “unsweetened” job search advice. You can send Nick your questions to artoffindingwork@gmail.com.

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Politics likely pushed Air Canada toward deal with ‘unheard of’ gains for pilots

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MONTREAL – Politics, public opinion and salary hikes south of the border helped push Air Canada toward a deal that secures major pay gains for pilots, experts say.

Hammered out over the weekend, the would-be agreement includes a cumulative wage hike of nearly 42 per cent over four years — an enormous bump by historical standards — according to one source who was not authorized to speak publicly on the matter. The previous 10-year contract granted increases of just two per cent annually.

The federal government’s stated unwillingness to step in paved the way for a deal, noted John Gradek, after Prime Minister Justin Trudeau made it plain the two sides should hash one out themselves.

“Public opinion basically pressed the federal cabinet, including the prime minister, to keep their hands clear of negotiations and looking at imposing a settlement,” said Gradek, who teaches aviation management at McGill University.

After late-night talks at a hotel near Toronto’s Pearson airport, the country’s biggest airline and the union representing 5,200-plus aviators announced early Sunday morning they had reached a tentative agreement, averting a strike that would have grounded flights and affected some 110,000 passengers daily.

The relative precariousness of the Liberal minority government as well as a push to appear more pro-labour underlay the prime minister’s hands-off approach to the negotiations.

Trudeau said Friday the government would not step in to fix the impasse — unlike during a massive railway work stoppage last month and a strike by WestJet mechanics over the Canada Day long weekend that workers claimed road roughshod over their constitutional right to collective bargaining. Trudeau said the government respects the right to strike and would only intervene if it became apparent no negotiated deal was possible.

“They felt that they really didn’t want to try for a third attempt at intervention and basically said, ‘Let’s let the airline decide how they want to deal with this one,'” said Gradek.

“Air Canada ran out of support as the week wore on, and by the time they got to Friday night, Saturday morning, there was nothing left for them to do but to basically try to get a deal set up and accepted by ALPA (Air Line Pilots Association).”

Trudeau’s government was also unlikely to consider back-to-work legislation after the NDP tore up its agreement to support the Liberal minority in Parliament, Gradek said. Conservative Leader Pierre Poilievre, whose party has traditionally toed a more pro-business line, also said last week that Tories “stand with the pilots” and swore off “pre-empting” the negotiations.

Air Canada CEO Michael Rousseau had asked Ottawa on Thursday to impose binding arbitration pre-emptively — “before any travel disruption starts” — if talks failed. Backed by business leaders, he’d hoped for an effective repeat of the Conservatives’ move to head off a strike in 2012 by legislating Air Canada pilots and ground crew to stick to their posts before any work stoppage could start.

The request may have fallen flat, however. Gradek said he believes there was less anxiety over the fallout from an airline strike than from the countrywide railway shutdown.

He also speculated that public frustration over thousands of cancelled flights would have flowed toward Air Canada rather than Ottawa, prompting the carrier to concede to a deal yielding “unheard of” gains for employees.

“It really was a total collapse of the Air Canada bargaining position,” he said.

Pilots are slated to vote in the coming weeks on the four-year contract.

Last year, pilots at Delta Air Lines, United Airlines and American Airlines secured agreements that included four-year pay boosts ranging from 34 per cent to 40 per cent, ramping up pressure on other carriers to raise wages.

After more than a year of bargaining, Air Canada put forward an offer in August centred around a 30 per cent wage hike over four years.

But the final deal, should union members approve it, grants a 26 per cent increase in the first year alone, retroactive to September 2023, according to the source. Three wage bumps of four per cent would follow in 2024 through 2026.

Passengers may wind up shouldering some of that financial load, one expert noted.

“At the end of the day, it’s all us consumers who are paying,” said Barry Prentice, who heads the University of Manitoba’s transport institute.

Higher fares may be mitigated by the persistence of budget carrier Flair Airlines and the rapid expansion of Porter Airlines — a growing Air Canada rival — as well as waning demand for leisure trips. Corporate travel also remains below pre-COVID-19 levels.

Air Canada said Sunday the tentative contract “recognizes the contributions and professionalism of Air Canada’s pilot group, while providing a framework for the future growth of the airline.”

The union issued a statement saying that, if ratified, the agreement will generate about $1.9 billion of additional value for Air Canada pilots over the course of the deal.

Meanwhile, labour tension with cabin crew looms on the horizon. Air Canada is poised to kick off negotiations with the union representing more than 10,000 flight attendants this year before the contract expires on March 31.

This report by The Canadian Press was first published Sept. 16, 2024.

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Federal $500M bailout for Muskrat Falls power delays to keep N.S. rate hikes in check

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HALIFAX – Ottawa is negotiating a $500-million bailout for Nova Scotia’s privately owned electric utility, saying the money will be used to prevent a big spike in electricity rates.

Federal Natural Resources Minister Jonathan Wilkinson made the announcement today in Halifax, saying Nova Scotia Power Inc. needs the money to cover higher costs resulting from the delayed delivery of electricity from the Muskrat Falls hydroelectric plant in Labrador.

Wilkinson says that without the money, the subsidiary of Emera Inc. would have had to increase rates by 19 per cent over “the short term.”

Nova Scotia Power CEO Peter Gregg says the deal, once approved by the province’s energy regulator, will keep rate increases limited “to be around the rate of inflation,” as costs are spread over a number of years.

The utility helped pay for construction of an underwater transmission link between Newfoundland and Nova Scotia, but the Muskrat Falls project has not been consistent in delivering electricity over the past five years.

Those delays forced Nova Scotia Power to spend more on generating its own electricity.

This report by The Canadian Press was first published Sept. 16, 2024.

The Canadian Press. All rights reserved.

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