Air Passenger Protection Regulations (Option consommateurs comments)

During the pandemic, Option consommateurs received a record number of calls and e-mails from consumers not only in Quebec, but elsewhere in Canada, concerning travel-related problems.

More specifically, these consumers were requesting information to obtain reimbursement for tickets they had paid for when flights were cancelled. However, despite the introduction of airline refund programs, some consumers have still not been reimbursed.

To prevent a similar situation from recurring, amendments have been made to the Air Passenger Protection Regulations to clarify passengers' right to a refund,

The chaos at Canadian airports this summer, which made Canada an international laughing stock, proved two things:

• Customer satisfaction is not a priority for airlines;
• Current regulations do not provide adequate protection for passengers.

Similarly, the high number of complaints received by the Transportation Agency, which we believe is just the tip of the iceberg, demonstrates that the current regulations are difficult to enforce.

Full details of our proposals can be found in our memo.