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More Air Canada, WestJet passengers baffled by reasons for denied compensation – CBC News

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For Scott Aalgaard, it doesn’t add up.

On the morning of July 5, Air Canada informed Aalgaard by email his flight that day from Toronto to Hartford, Conn., had been delayed due to “an unforeseen maintenance issue.”

That afternoon, the reason had changed to either “staffing constraints” or “health and safety initiatives.”

Three days later, Air Canada informed Aalgaard he doesn’t qualify for compensation because his flight was cancelled (instead of delayed) due to a “labour dispute” that was outside the airline’s control. 

Aalgaard, a Canadian from B.C. currently living in Middletown, Conn., says the new explanation makes no sense. 

“There was no indication that there was any sort of labour dispute,” he said. “It feels to me like the company is throwing darts at a big poster on the wall, trying to pick out reasons and see what will stick.”

The recent travel chaos at some Canadian airports has led to a spate of flight delays and cancellations. And that has sparked a spate of complaints from passengers that some airlines are providing suspect reasons why they were denied compensation for flight disruptions. 

Under federal regulations, airlines must compensate passengers up to $1,000 for flight delays of three hours or more. 

Because Aalgaard’s flight was delayed by six hours, he, his wife and daughter, whom he was travelling with, would each get $700. However, airlines only have to pay up if the reason for the delay was within their control and not for safety reasons, such as unforeseen mechanical problems.

Aalgaard has filed for compensation with Air Canada despite its claim his flight isn’t eligible. If that doesn’t work out, he plans to file a complaint with the Canadian Transportation Agency (CTA).

“I don’t want Canada to be a place where big companies can just make up the story as they go along,” he said. 

When Scott Aalgaard used Air Canada’s online compensation eligibility tool to find out if he qualified for compensation, the airline told him he didn’t quallify because his flight was cancelled due to a labour dispute. (Air Canada)

A demand for more details

Aalgaard’s not alone. Shortly after Canada launched its flight delay compensation rules in 2019, thousands of air passengers flooded the Canadian Transportation Agency with complaints they received inadequate reasons for denied compensation. 

In November 2021, following a lengthy inquiry that involved all of Canada’s major airlines, the CTA announced it found no evidence the airlines “intentionally misled passengers.” However, the agency said much of the information provided to passengers explaining their flight delays “was inadequate, terse and unclear.”

As a result, the CTA clarified that airlines must explain in “sufficient detail” the reason for a flight delay. 

Consumer advocate Tahira Dawood says passengers need that information to assess whether they should dispute their case. 

“They cannot challenge [the airlines] if they have limited information, or they do not themselves understand what they’re hearing from the air carriers,” said Dawood, a lawyer with the Public Interest Advocacy Centre. 

Tahira Dawood, a lawyer with the Public Interest Advocacy Centre, say it’s important that air passengers get adequate information about why they were denied compensation for delayed flights. (CBC)

Connie DeMelo of Brantford, Ont., was upset when WestJet rejected her claim for compensation. DeMelo and her husband’s flight from Honolulu to Toronto on May 28 was delayed for almost six hours. 

If the delay was caused by WestJet, DeMelo and her husband would each get $400. However, the airline told her in an email that the flight disruption “was outside WestJet’s control.”

WestJet provided no specific reason for the delay.

“They don’t want to take responsibility,” said DeMelo. “If they did give me a reason, I may pursue it even further. But at this point, I don’t know what I’m pursuing.”

Connie DeMelo and her husband, Antonio, were delayed by almost six hours when flying from Honolulu to Toronto. WestJet denied them compensation for their delay. (Submitted by Connie DeMelo)

Air Canada passenger Joshua Cohen received a more detailed explanation why his May 21 flight from Chicago to Toronto was cancelled, but he’s still dissatisfied.

Cohen was rebooked on a flight the following day. He said an Air Canada employee at the Chicago airport assured him the airline would cover his hotel and food costs for the night.

However, when Cohen submitted his expenses for $533.73 US, Air Canada responded by email that he wasn’t eligible for compensation. The airline said his flight cancellation was due to “unforeseen staffing issues” that arose due to the impact of COVID-19, and were outside the airline’s control. 

He was offered instead a $100 flight voucher.

“That’s an absolute slap in the face,” said Cohen, who lives in Toronto. He argues staffing issues are within an airline’s control. 

“They’re trying everything not to compensate their passengers and try and save some money. It’s just not acceptable.”

CTA says file a complaint

WestJet and Air Canada declined to comment on the specific cases in this story. Both airlines said they adhere to Canada’s Air Passenger Protection Regulations and that they’re currently operating in a challenging environment as the travel industry recovers. 

The Canadian Transportation Agency said dissatisfied passengers can file a complaint, the outcome of which may help add clarity to the compensation regulations.

“An important part of our regime is the CTA making decisions on cases and airlines taking account of those decisions in their future actions,” said CTA spokesperson Tom Oomen.

WATCH | Missing baggage adds to travel chaos: 

Luggage delays add to Canadian travel woes

17 days ago
Duration 1:54

Luggage delays are adding to the problems Canadian air travellers face, with some airports seeing mounds of bags piled up and some travellers not getting their luggage during an entire trip.

This week, the CTA issued a decision in a compensation case, ordering WestJet to pay $1,000 to a passenger following a 21-hour flight delay.

According to the CTA’s decision, WestJet had previously told the passenger he wasn’t entitled to compensation because his original flight had been cancelled for safety reasons due to a crew shortage. 

The CTA concluded that crew shortages are generally within the airline’s control and that WestJet “did not sufficiently establish” that the flight cancellation “was unavoidable despite proper planning.”

Cohen says he plans to file a complaint with the CTA, demanding compensation from Air Canada for both his expenses and $1,000 for a flight delay of more than nine hours.

Passenger DeMelo has already filed a CTA complaint.

They may have to wait a while for results. According to the agency, since Dec. 15, 2019, it has received more than 5,154 complaints on the issue, and 70 per cent (3,606) of them have yet to be resolved.

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Bad traffic, changed plans: Toronto braces for uncertainty of its Taylor Swift Era

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TORONTO – Will Taylor Swift bring chaos or do we all need to calm down?

It’s a question many Torontonians are asking this week as the city braces for the arrival of Swifties, the massive fan base of one of the world’s biggest pop stars.

Hundreds of thousands are expected to descend on the downtown core for the singer’s six concerts which kick off Thursday at the Rogers Centre and run until Nov. 23.

And while their arrival will be a boon to tourism dollars — the city estimates more than $282 million in economic impact — some worry it could worsen Toronto’s gridlock by clogging streets that already come to a standstill during rush hour.

Swift’s shows are set to collide with sports events at the nearby Scotiabank Arena, including a Raptors game on Friday and a Leafs game on Saturday.

Some residents and local businesses have already adjusted their plans to avoid the area and its planned road closures.

Aahil Dayani says he and some friends intended to throw a birthday bash for one of their pals until they realized it would overlap with the concerts.

“Something as simple as getting together and having dinner is now thrown out the window,” he said.

Dayani says the group rescheduled the gathering for after Swift leaves town. In the meantime, he plans to hunker down at his Toronto residence.

“Her coming into town has kind of changed up my social life,” he added.

“We’re pretty much just not doing anything.”

Max Sinclair, chief executive and founder of A.I. technology firm Ecomtent, suggested his employees avoid the company’s downtown offices on concert days, saying he doesn’t see the point in forcing people to endure potential traffic jams.

“It’s going to be less productive for us, and it’s going to be just a pain for everyone, so it’s easier to avoid it,” Sinclair said.

“We’re a hybrid company, so we can be flexible. It just makes sense.”

Swift’s concerts are the latest pop culture moment to draw attention to Toronto’s notoriously disastrous daily commute.

In June, One Direction singer Niall Horan uploaded a social media video of himself walking through traffic to reach the venue for his concert.

“Traffic’s too bad in Toronto, so we’re walking to the venue,” he wrote in the post.

Toronto Transit Commission spokesperson Stuart Green says the public agency has been working for more than a year on plans to ease the pressure of so many Swifties in one confined area.

“We are preparing for something that would be akin to maybe the Beatles coming in the ‘60s,” he said.

Dozens of buses and streetcars have been added to transit routes around the stadium, and the TTC has consulted the city on potential emergency scenarios.

Green will be part of a command centre operated by the City of Toronto and staffed by Toronto police leaders, emergency services and others who have handled massive gatherings including the Raptors’ NBA championship parade in 2019.

“There may be some who will say we’re over-preparing, and that’s fair,” Green said.

“But we know based on what’s happened in other places, better to be over-prepared than under-prepared.”

Metrolinx, the agency for Ontario’s GO Transit system, has also added extra trips and extended hours in some regions to accommodate fans looking to travel home.

A day before Swift’s first performance, the city began clearing out tents belonging to homeless people near the venue. The city said two people were offered space in a shelter.

“As the area around Rogers Centre is expected to receive a high volume of foot traffic in the coming days, this area has been prioritized for outreach work to ensure the safety of individuals in encampments, other residents, businesses and visitors — as is standard for large-scale events,” city spokesperson Russell Baker said in a statement.

Homeless advocate Diana Chan McNally questioned whether money and optics were behind the measure.

“People (in the area) are already in close proximity to concerts, sports games, and other events that generate massive amounts of traffic — that’s nothing new,” she said in a statement.

“If people were offered and willingly accepted a shelter space, free of coercion, I support that fully — that’s how it should happen.”

This report by The Canadian Press was first published Nov. 13, 2024.



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‘It’s literally incredible’: Swifties line up for merch ahead of Toronto concerts

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TORONTO – Hundreds of Taylor Swift fans lined up outside the gates of Toronto’s Rogers Centre Wednesday, with hopes of snagging some of the pop star’s merchandise on the eve of the first of her six sold-out shows in the city.

Swift is slated to perform at the venue from Thursday to Saturday, and the following week from Nov. 21 to Nov. 23, with concert merchandise available for sale on some non-show days.

Swifties were all smiles as they left the merch shop, their arms full of sweaters and posters bearing pictures of the star and her Eras Tour logo.

Among them was Zoe Haronitis, 22, who said she waited in line for about two hours to get $300 worth of merchandise, including some apparel for her friends.

Haronitis endured the autumn cold and the hefty price tag even though she hasn’t secured a concert ticket. She said she’s hunting down a resale ticket and plans to spend up to $600.

“I haven’t really budgeted anything,” Haronitis said. “I don’t care how much money I spent. That was kind of my mindset.”

The megastar’s merchandise costs up to $115 for a sweater, and $30 for tote bags and other accessories.

Rachel Renwick, 28, also waited a couple of hours in line for merchandise, but only spent about $70 after learning that a coveted blue sweater and a crewneck had been snatched up by other eager fans before she got to the shop. She had been prepared to spend much more, she said.

“The two prized items sold out. I think a lot more damage would have been done,” Renwick said, adding she’s still determined to buy a sweater at a later date.

Renwick estimated she’s spent about $500 in total on “all-things Eras Tour,” including her concert outfit and merchandise.

The long queue for Swift merch is just a snapshot of what the city will see in the coming days. It’s estimated that up to 500,000 visitors from outside Toronto will be in town during the concert period.

Tens of thousands more are also expected to attend Taylgate’24, an unofficial Swiftie fan event scheduled to be held at the nearby Metro Toronto Convention Centre.

Meanwhile, Destination Toronto has said it anticipates the economic impact of the Eras Tour could grow to $282 million as the money continues to circulate.

But for fans like Haronitis, the experience in Toronto comes down to the Swiftie community. Knowing that Swift is going to be in the city for six shows and seeing hundreds gather just for merchandise is “awesome,” she said.

Even though Haronitis hasn’t officially bought her ticket yet, she said she’s excited to see the megastar.

“It’s literally incredible.”

This report by The Canadian Press was first published Nov. 13, 2024.

The Canadian Press. All rights reserved.



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Via Rail seeks judicial review on CN’s speed restrictions

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OTTAWA – Via Rail is asking for a judicial review on the reasons why Canadian National Railway Co. has imposed speed restrictions on its new passenger trains.

The Crown corporation says it is seeking the review from the Federal Court after many attempts at dialogue with the company did not yield valid reasoning for the change.

It says the restrictions imposed last month are causing daily delays on Via Rail’s Québec City-Windsor corridor, affecting thousands of passengers and damaging Via Rail’s reputation with travellers.

CN says in a statement that it imposed the restrictions at rail crossings given the industry’s experience and known risks associated with similar trains.

The company says Via has asked the courts to weigh in even though Via has agreed to buy the equipment needed to permanently fix the issues.

Via said in October that no incidents at level crossings have been reported in the two years since it put 16 Siemens Venture trains into operation.

This report by The Canadian Press was first published Nov. 13, 2024.

Companies in this story: (TSX:CN)

The Canadian Press. All rights reserved.



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