Unruly air passengers? Blame food and booze service: union - CTV News | Canada News Media
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Unruly air passengers? Blame food and booze service: union – CTV News

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CALGARY —
After more than a year of bare bones inflight service due to the COVID-19 pandemic, Canadians travelling by air can once again enjoy snacks, hot meals or a glass of wine on the plane.

But this return to a degree of normalcy — while welcomed by many — is also making it harder for airlines to enforce rules around mask-wearing and may be contributing to a recent uptick in unruly passenger behaviour, according to a flight attendants’ union.

The Canadian Union of Public Employees — which represents more than 15,000 flight attendants at nine different Canadian airlines, including WestJet, Air Canada and Transat — says passenger disobedience, rudeness and aggressive behaviour is on the rise and jeopardizing the health and well-being of airline employees.

CUPE National senior officer for health and safety Troy Winters said many of the problems stem from passengers who refuse to obey the federal requirement to wear a face mask on board, a problem he said has grown worse since the summer, when airlines began reintroducing food and beverage service.

“Even before they brought back the return to some level of service, we’d have people who would bring on a coffee. And then they’d sit there, and they’d sip that coffee for an hour and a half,” Winters said.

“This has kind of been the trick people have been using to not wear their masks on the plane since the mandate was introduced, so restoring food and beverage service has definitely made it worse.”

According to Transport Canada, incidences of passenger non-compliance with the mask mandate spiked over the summer. Airlines reported 330 passengers to the regulator for refusing to wear a mask during July and August, more than twice the number of incidents reported in April and May.

“For flight attendants, it’s the stress of having to be the mask police, and knowing the only reason you’re going down this aisle is someone is doing something they shouldn’t and you’re going to have some level of conflict,” Winters said.

Winters said Transport Canada needs to do more to address the issue. The regulator’s official guidance is still that airlines should limit non-essential tasks, including inflight service. Winters said the regulator should take a stricter stance on enforcing that guidance, at least on short flights, or else set a limit on the amount of time a passenger can have their mask off to eat and drink.

WestJet Airlines Ltd. spokeswoman Morgan Bell said in an emailed statement the airline has issued 118 travel bans against passengers for refusing to wear a mask since the Calgary-based airline introduced its “zero tolerance” policy in September of 2020. But she said WestJet does not believe reintroducing inflight service is a driving factor.

“The reality is a lot of travellers are out of travel practice and haven’t been on an airplane in more than 19 months, which we believe speaks more to the challenges and small percentage of unruly situations we are encountering,” Bell said.

Not all flight attendants believe food and beverage service is driving the problems, either. Chris Rauenbusch, an active cabin crew employee with WestJet and president of the Canadian Union of Public Employees (CUPE) Local 4070, said a lack of expected creature comforts can actually cause passengers to lash out.

“Prior to (the restoration of inflight service) there were a lot of tempers flaring because of lack of ability to buy an alcoholic drink, lack of food choices,” Rauenbusch said.

In an emailed statement, Montreal-based Air Canada said food and beverage service is an important aspect of customers’ “travel journey.” The airline pointed out passengers were already bringing their own food and beverages to consume on board during earlier stages of the pandemic.

“Our flight attendants are professionals who ensure all customers on board can partake of food and beverages while adhering to all required safety protocols,” the statement said.

Barry Prentice, an expert in transportation economics at the University of Manitoba, said he is curious what will happen to the mask mandate after Nov. 1, at which point Canadian air travellers will be required by the federal government to be double-vaccinated.

“If everyone you are flying with is double-vaxxed, and if the air filtration in the cabin is as good as they say it is, what’s the benefit of being masked?” Prentice said.

In the meantime, Prentice said he thinks denying passengers basic levels of service could backfire.

“For a lot of people this (flying in a pandemic) is a very stressful environment, and to the degree that a cup of coffee or a cookie can help to calm people down, I think there’s some merit in it,” he said.

This report by The Canadian Press was first published Oct. 1, 2021.

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Transat AT reports $39.9M Q3 loss compared with $57.3M profit a year earlier

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MONTREAL – Travel company Transat AT Inc. reported a loss in its latest quarter compared with a profit a year earlier as its revenue edged lower.

The parent company of Air Transat says it lost $39.9 million or $1.03 per diluted share in its quarter ended July 31.

The result compared with a profit of $57.3 million or $1.49 per diluted share a year earlier.

Revenue in what was the company’s third quarter totalled $736.2 million, down from $746.3 million in the same quarter last year.

On an adjusted basis, Transat says it lost $1.10 per share in its latest quarter compared with an adjusted profit of $1.10 per share a year earlier.

Transat chief executive Annick Guérard says demand for leisure travel remains healthy, as evidenced by higher traffic, but consumers are increasingly price conscious given the current economic uncertainty.

This report by The Canadian Press was first published Sept. 12, 2024.

Companies in this story: (TSX:TRZ)

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Dollarama keeping an eye on competitors as Loblaw launches new ultra-discount chain

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Dollarama Inc.’s food aisles may have expanded far beyond sweet treats or piles of gum by the checkout counter in recent years, but its chief executive maintains his company is “not in the grocery business,” even if it’s keeping an eye on the sector.

“It’s just one small part of our store,” Neil Rossy told analysts on a Wednesday call, where he was questioned about the company’s food merchandise and rivals playing in the same space.

“We will keep an eye on all retailers — like all retailers keep an eye on us — to make sure that we’re competitive and we understand what’s out there.”

Over the last decade and as consumers have more recently sought deals, Dollarama’s food merchandise has expanded to include bread and pantry staples like cereal, rice and pasta sold at prices on par or below supermarkets.

However, the competition in the discount segment of the market Dollarama operates in intensified recently when the country’s biggest grocery chain began piloting a new ultra-discount store.

The No Name stores being tested by Loblaw Cos. Ltd. in Windsor, St. Catharines and Brockville, Ont., are billed as 20 per cent cheaper than discount retail competitors including No Frills. The grocery giant is able to offer such cost savings by relying on a smaller store footprint, fewer chilled products and a hearty range of No Name merchandise.

Though Rossy brushed off notions that his company is a supermarket challenger, grocers aren’t off his radar.

“All retailers in Canada are realistic about the fact that everyone is everyone’s competition on any given item or category,” he said.

Rossy declined to reveal how much of the chain’s sales would overlap with Loblaw or the food category, arguing the vast variety of items Dollarama sells is its strength rather than its grocery products alone.

“What makes Dollarama Dollarama is a very wide assortment of different departments that somewhat represent the old five-and-dime local convenience store,” he said.

The breadth of Dollarama’s offerings helped carry the company to a second-quarter profit of $285.9 million, up from $245.8 million in the same quarter last year as its sales rose 7.4 per cent.

The retailer said Wednesday the profit amounted to $1.02 per diluted share for the 13-week period ended July 28, up from 86 cents per diluted share a year earlier.

The period the quarter covers includes the start of summer, when Rossy said the weather was “terrible.”

“The weather got slightly better towards the end of the summer and our sales certainly increased, but not enough to make up for the season’s horrible start,” he said.

Sales totalled $1.56 billion for the quarter, up from $1.46 billion in the same quarter last year.

Comparable store sales, a key metric for retailers, increased 4.7 per cent, while the average transaction was down2.2 per cent and traffic was up seven per cent, RBC analyst Irene Nattel pointed out.

She told investors in a note that the numbers reflect “solid demand as cautious consumers focus on core consumables and everyday essentials.”

Analysts have attributed such behaviour to interest rates that have been slow to drop and high prices of key consumer goods, which are weighing on household budgets.

To cope, many Canadians have spent more time seeking deals, trading down to more affordable brands and forgoing small luxuries they would treat themselves to in better economic times.

“When people feel squeezed, they tend to shy away from discretionary, focus on the basics,” Rossy said. “When people are feeling good about their wallet, they tend to be more lax about the basics and more willing to spend on discretionary.”

The current economic situation has drawn in not just the average Canadian looking to save a buck or two, but also wealthier consumers.

“When the entire economy is feeling slightly squeezed, we get more consumers who might not have to or want to shop at a Dollarama generally or who enjoy shopping at a Dollarama but have the luxury of not having to worry about the price in some other store that they happen to be standing in that has those goods,” Rossy said.

“Well, when times are tougher, they’ll consider the extra five minutes to go to the store next door.”

This report by The Canadian Press was first published Sept. 11, 2024.

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U.S. regulator fines TD Bank US$28M for faulty consumer reports

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TORONTO – The U.S. Consumer Financial Protection Bureau has ordered TD Bank Group to pay US$28 million for repeatedly sharing inaccurate, negative information about its customers to consumer reporting companies.

The agency says TD has to pay US$7.76 million in total to tens of thousands of victims of its illegal actions, along with a US$20 million civil penalty.

It says TD shared information that contained systemic errors about credit card and bank deposit accounts to consumer reporting companies, which can include credit reports as well as screening reports for tenants and employees and other background checks.

CFPB director Rohit Chopra says in a statement that TD threatened the consumer reports of customers with fraudulent information then “barely lifted a finger to fix it,” and that regulators will need to “focus major attention” on TD Bank to change its course.

TD says in a statement it self-identified these issues and proactively worked to improve its practices, and that it is committed to delivering on its responsibilities to its customers.

The bank also faces scrutiny in the U.S. over its anti-money laundering program where it expects to pay more than US$3 billion in monetary penalties to resolve.

This report by The Canadian Press was first published Sept. 11, 2024.

Companies in this story: (TSX:TD)

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