ombudsman
We need to create a position of ombudsman with powers. The current bureaucratic system is inefficient and lends itself to the game of transport companies.
Alphonse Giard
A known scenario
What happened at Sunwing’s Travelers Holidays is an almost exact replica of what happened in November in Montreal: 31 hours late on the flight and multiple delay notices with all that entails of waiting in line, luggage problems, etc. But it didn’t make the slightest sound then. This carrier has multiplied the notices of delay, always behind the reality. This resulted in us having to check in three times, only to end up with a notice on the website saying the circumstances had been beyond their control and therefore there would be no refund.
The problem with this law on the protection of travelers is that it reserves to carriers so many possibilities of justification that it is almost impossible for travelers to derive any benefit from it. External services must be used at the expense of the traveler so that there is – maybe, just maybe – compensation.
The law should be more restrictive with regard to the justifications that carriers can invoke. It’s too easy for the carrier to get away with it undamaged. At the moment, how many cases are there awaiting compensation? Sunwing is a terrible corporate citizen.
Marie Bernier, Montreal
The example of Europe
The European formula would be more effective. It is more generous and puts on the carrier the proof of uncontrollable problems by the latter. How do you expect a traveler to collect, accumulate evidence and sue a carrier? The traveler does not play on equal terms, it is obvious. Canadian law needs teeth.
Georges Bigonnesse, Boisbriand
A law that lacks bite
Simply have very strict rules when canceling or being late like in Europe. If airlines have to pay heavy fines, they will think twice. Do not give them too much leeway in their often bogus explanations. We are able to understand when mother nature is unleashed that it is impossible to take off without risking the lives of people and personnel. But any other reason should be strictly validated.
Louise Lavergne
A complicit government?
Why always try to reinvent the wheel? Let’s use the same system as in Europe, where travelers are compensated quickly, without the airlines inventing all sorts of reasons to evade their responsibilities. I experienced it and was impressed with the results. In Canada, we have the impression that the government is complicit with the carriers.
Yvan Courchesne
Lack of communication
The major hindrance is the fact that it is impossible for us to contact these carriers in any way possible, either by telephone or email. No answer. They rely on our discouragement to give up, which we do.
Luc Lapointe
Talk to someone
In call centers, there are no longer any humans answering and the delays are unacceptable. I suggest that the senior management of these transport companies have to telephone their headquarters to request and receive their pay every week. Service would definitely improve. A little humor is good sometimes!
Mario Mrvica
Weary of war
We must reverse the burden of proof on the carriers. Last year I paid $100 to reserve seats. The airline later changed the aircraft type and I received tickets with other seats. You would think that they know the seats are no longer holding and that a refund should be made? Oh no! I must have spent hours collecting the evidence and trying to talk to them. Finally, it was the travel agency that reimbursed me, weary of the fight…
Michael Lemay
Respect requested
I believe their ticket sales are unrealistic compared to their ability to render service. There are not enough planes and personnel to deal with glitches like snowstorms in Quebec. There should be a pro rata with realistic leeway. Filling planes just to make money? NO ! There are rules to follow: respect for employees (time on duty), mechanical respect (time for inspections), respect for the temperature (time allowed for de-icing).
Marie-Josee Simard
Immediate refund
Flights canceled by the carrier should be refunded immediately or reassigned to another company. For example, a family of eight who were going to Mexico had already paid $12,000 to Sunwing and will have to wait months before being reimbursed, in addition to having paid the same amount themselves to leave with a other carrier. The rules in Canada favor the airlines too much.
Helene Bessette
Financial structure to review
We have often read that airlines cannot reimburse travelers, as this would jeopardize their financial structure. Many travelers book their plane tickets several months in advance. Why does the federal government not oblige airlines to put in trust the funds paid by travelers for any flight planned in a horizon of more than 3 months? Or, adopt a law to force companies to meet liquidity tests, just as banks must do in the event of a financial crisis, as we saw in 2008 in order not to ruin small savers.
Steven M. Adams, CPA, Blainville
Travelers Rights Commissioner
We could have a commissioner for travellers’ rights, as we have for human rights, with the power to impose fines and to oblige carriers to compensate travelers who are victims of delays or cancellations.
Pierre Cyr