Less than four hours before departure, Ryan Farrell was surprised to learn his flight from Yellowknife to Calgary had been cancelled.
Air Canada cited “crew constraints” and rebooked him on a plane leaving 48 hours after the June 17 flight’s original takeoff time.
Farrell was even more surprised six weeks later, when he learned his request for compensation had been denied on the basis of the staff shortage.
“Since your Air Canada flight was delayed/cancelled due to crew constraints resulting from the impact of the COVID-19 pandemic on our operations, the compensation you are requesting does not apply because the delay/cancellation was caused by a safety-related issue,” reads the email from customer relations dated July 29.
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The rejection “feels like a slap in the face,” Farrell said.
“If they don’t have replacement crew to substitute in, then the flight [was] cancelled because they failed to assemble a crew, not because any other factor would have made it inherently unsafe to run the flight,” he said in an email.
“I think the airlines are trying to exploit a general emotional connection that people make between ‘COVID-19’ and ‘safety,’ when in reality if you put their logic to the test it doesn’t stand up.”
Frustration as airlines deny compensation for travel disruptions
23 days ago
Duration 2:05
Passengers are frustrated as airlines blame travel disruptions on factors beyond their control, denying compensation in the process.
Not a unique problem
Air Canada’s response to Farrell’s complaint was not an outlier. In a Dec. 29 memo, the company instructed employees to classify flight cancellations caused by staff shortages as a “safety” problem, which would exclude travellers from compensation under federal regulations. That policy remains in place.
Canada’s passenger rights charter, the Air Passenger Protection Regulations (APPR), mandates airlines to pay up to $1,000 in compensation for cancellations or significant delays that stem from reasons within the carrier’s control when the notification comes 14 days or less before departure. However, airlines do not have to pay if the change was required for safety purposes.
The Canadian Transportation Agency (CTA), a quasi-judicial federal body, says treating staff shortages as a safety matter violates federal rules.
“If a crew shortage is due to the actions or inactions of the carrier, the disruption will be considered within the carrier’s control for the purposes of the APPR. Therefore, a disruption caused by a crew shortage should not be considered ‘required for safety purposes’ when it is the carrier who caused the safety issue as a result of its own actions,” the agency said in an email.
That stance reinforces a decision made July 8 — three weeks before Farrell learned he’d been denied compensation — when the CTA used nearly identical language in a dispute over a flight at a different air carrier. The regulatory panel’s ruling in that case emphasized airlines’ obligations around advance planning “to ensure that the carrier has enough staff available to operate the services it offers for sale.”
WATCH | Dubious honour for Canada’s largest airport:
Toronto’s Pearson ranked worst airport in the world for delays
9 days ago
Duration 2:00
Toronto’s Pearson International Airport was ranked the world’s worst airport for flight delays. Amid travel chaos, travellers continue to share complaints on social media while tourism groups fear this publicity may affect travel to Canada.
Air Canada exploiting policy, advocate says
In the December memo, which was issued at the height of the Omicron wave of COVID-19, Air Canada said: “Effective immediately, flight cancellations due to crew are considered as Within Carrier Control — For Safety.”
“Customers impacted by these flight cancellations will still be eligible for the standard of treatments such as hotel accommodations, meals etc. but will no longer be eligible for APPR claims/monetary compensation.”
The staff directive said the stance would be “temporary.” But Air Canada acknowledged in an email on July 25 that the policy “remains in place given the continued exceptional circumstances brought on by COVID variants.”
Gabor Lukacs, president of the Air Passenger Rights advocacy group, said Air Canada is “unlawfully” exploiting the passenger rights charter to avoid paying compensation and called on the transport regulator for stronger enforcement.
“They are misclassifying things that are clearly not a safety issue,” he said of Canada’s largest airline, calling the policy “egregious.”
Consumers can dispute an airline’s denial of a claim via a complaint to the CTA. However, the agency’s backlog topped 15,300 air travel complaints as of May.
Air Canada trying to deter compensation claims: lawyer
Lukacs also noted that European Union regulations do not exclude safety reasons from situations requiring compensation in the event of cancellations or delays. Payouts are precluded only as a result of “extraordinary circumstances,” such as weather or political instability.
“This document, along with the previous declarations and behaviour since the beginning of the pandemic, shows that Air Canada’s priority is clearly to try to limit the costs of the flight cancellations instead of providing good service to its clients,” Sylvie De Bellefeuille, a lawyer with Quebec-based advocacy group Option consommateurs, said after reviewing a copy of the directive.
She said Air Canada aims to deter passengers from requesting compensation in the first place. “This tactic does not, in our opinion, demonstrate that the company cares about its customers.”
Air Canada disagrees with that characterization.
“Air Canada had and continues to have more employees proportionate to its flying schedule when compared prior to the pandemic,” the company said in an emailed statement, indicating it had done everything it could to prepare for operational hiccups.
“Air Canada follows all public health directives as part of its safety culture, and during the Omicron wave last winter that affected some crew availability, we revised our policy to better assist customers in their travels with enhanced levels of customer care for flight cancellations related to crew contending with COVID.”
John Gradek, head of McGill University’s aviation management program, said the transportation agency is partly responsible for the “debacle” because it established looser rules than those in Europe and the United States.
“Carriers have been making strong efforts to point fingers and claim delays are outside of their control to reduce liability,” he said in an email.
LISTEN | No relief for frustrated travellers:
The Current28:53Travellers continue to battle wait times and cancellations at airports, but experts say there won’t be relief anytime soon
Travellers continue to battle long wait times, delays and flight cancellations as they try to travel by plane this summer. Those challenges prompted Air Canada to cancel flights throughout the summer. For Jenn MacDougall, that meant she had to sleep on the floor of the airport. Now she tells guest host Rosemary Barton that she’s calling for action; travel expert Scott Keyes discusses how people can be best prepared; and Monette Pasher, president of the Canadian Airports Council, says global travel likely won’t get better anytime soon.
TORONTO – A 21-year-old man is dead after what police are describing as an “interaction” with officers during the execution of a search warrant in Toronto.
York Regional Police say their officers were executing a search warrant in the area of Evans Avenue and Sherway Gardens Road at approximately 5 a.m. Monday.
Police say officers had an “interaction” with a man.
They say a 21-year-old man suffered life-threatening injuries and was taken to hospital.
Police say the man was pronounced dead there.
Ontario’s Special Investigations Unit is investigating.
The watchdog agency investigates the conduct of police officers that may have resulted in death, serious injury, sexual assault and/or discharge of a firearm at a person.
This report by The Canadian Press was first published Sept. 16, 2024.
OTTAWA – Statistics Canada says manufacturing sales rose 1.4 per cent to $71 billion in July, helped by higher sales in the petroleum and coal and chemical product subsectors.
The increase followed a 1.7 per cent decrease in June.
The agency says sales in the petroleum and coal product subsector gained 6.7 per cent to total $8.6 billion in July as most refineries sold more, helped by higher prices and demand.
Chemical product sales rose 5.3 per cent to $5.6 billion in July, boosted by increased sales of pharmaceutical and medicine products.
Sales of wood products fell 4.8 per cent for the month to $2.9 billion, the lowest level since May 2023.
In constant dollar terms, overall manufacturing sales rose 0.9 per cent in July.
This report by The Canadian Press was first published Sept. 16, 2024.
The head of a group that helps homeless people in Saint John, N.B., says it is mourning the death of a 58-year-old man whose body was found in an encampment over the weekend.
Johanne McCullough of Street Team Saint John says John Surette was known for his kindness and for taking care of people around him.
The Saint John Police Force say Surette’s body was found in a tent near Paradise Row in the north end of the city Saturday morning.
Investigators say the circumstances of the death are not considered criminal in nature and an autopsy has been scheduled.
Surrette was found not far from where three people died last winter in two separate tent fires.
McCullough says the community will remember Surrette for his helpfulness and generosity.
This report by The Canadian Press was first published Sept. 16, 2024.
