Option consommateurs urges the Minister of Transport to enact new protections for air passengers

Each year, Option consommateurs receives close to 4,000 requests for assistance related to disputes with merchants, and a significant number of these involve difficulties experienced by travelers.

“Every day, we see the obstacles passengers face when dealing with carriers: conflicting information, multiplication of steps to assert their rights, endless delays, etc. The changes have been expected for nearly three years, and it is high time they were implemented,” says Sara Eve Levac, lawyer and analyst at Option consommateurs.

Option consommateurs joins forces with other organizations such as Vol en retard, Air Passenger Rights, and the initiative of Pierre-Boucher–Les Patriotes–Verchères MP Xavier Barsalou-Duval to call for immediate action.

The proposed changes will simplify the compensation process in the event of flight delays or cancellations, as consumers will be entitled to compensation unless the airline can prove the existence of exceptional circumstances. This model has already been in place in Europe for several years and has been tried and tested.

Option consommateurs also supports the Canadian Transportation Agency's (CTA) proposal to impose a $790 fee on carriers when it has to process a complaint. Complaints currently cost taxpayers nearly $29 million a year.

“It's time for carriers to pay their fair share. This compromise is reasonable and will help reduce delays that now exceed two years. In other sectors, such as telecommunications, this type of funding already exists and works very well,” says Ms. Levac.

The rapid implementation of the new rules now requires action by the Minister of Transport.

“These measures are essential to protect passengers, restore fairness, and encourage airlines to deal effectively with the complaints they receive,” she concluded.

About Option consommateurs

Option consommateurs is a non‑profit organization dedicated to helping consumers and defending their rights. Option consommateurs has developed expertise in personal finance, commercial practices, travel, financial services, privacy protection, energy, debt, fraud, and access to justice.

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For more information 
Marie-Ève Dumont, Communications Director
514 777-6133
medumont@option-consommateurs.org