Montreal, May 4, 2020 - Option consommateurs is calling for immediate government intervention to force airlines to reimburse consumers whose flights have been cancelled due to the COVID-19 pandemic.
In letters sent to the Honourable Marc Garneau, Canada's Minister of Transport, the Canadian Transportation Agency and the Office de la protection du consommateur, Option consommateurs expresses concern about the widespread granting of travel credits to consumers.
Since the start of the pandemic, Option consommateurs has been receiving numerous calls from consumers who legitimately wish to obtain a refund for their cancelled flight, but are being refused by the airlines. Many of these consumers have suddenly lost their jobs, and it is conceivable that their economic situation over the next few years will simply not allow them to travel. In this context, the imposition of a travel credit is of no benefit to them.
"If temporary waivers have been offered to airlines because of the crisis, it's hard to understand why we can't also be flexible with consumers. If airlines are experiencing liquidity problems, many consumers are also suffering serious financial losses," says Elise Thériault, a lawyer with Option consommateurs.
What's more, travel credits are subject to numerous restrictions, including the obligation to use them for the same destination as the one initially planned, the absence of a price guarantee and the impossibility of reselling them.
Option consommateurs is also of the opinion that these travel credits, which have expiry dates ranging from 12 to 24 months, contravene both the provisions of the Civil Code of Québec on the restitution of benefits in the event of force majeure, and those of the Québec Consumer Protection Act on prepaid payment instruments.
"It is surprising, to say the least, that the federal government and governmental organizations would approve business practices that directly contravene the laws of a Canadian province," concludes Me Thériault.
About Option consommateurs
Option consommateurs is a not-for-profit association whose mission is to defend the rights and interests of consumers. It is closely involved in issues related to personal finance, business practices, financial services, protection of personal information, energy, health and agri-food.
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For more information or an interview :
Marie-Ève Dumont, Communications Consultant
514-777-6133
Letter sent to Canada's Transport Minister
Letter sent to the Canadian Transportation Agency
Letter sent to the Office de la protection du consommateur
