Air travel advocates are in an uproar about proposed changes to the federal government agency that handles passengers’ complaints.
When travellers experience issues such as cancelled or delayed flights, or lost bags, and feel the airlines don’t respond appropriately, they can take their complaint to the federal government’s Canadian Transportation Agency.
However, when their hearing ends, they are required to keep the ruling confidential.
Now the agency is proposing to fine people for going public about their decisions.
Air travel advocates say that is unacceptable.
“The government is not serving the public interest here whatsoever,” Gábor Lukács with Air Passenger Rights told Global News.
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“They’re acting here as a front, a straw man for the airlines, pretending that they are just mediating, adjudicating air disputes.
“Well, in reality, the function here is making these disputes go away and make sure that the airlines can continue doing what they are doing, continue keeping this shabby corporate conduct confidential.”
On the Canadian Transportation Agency website, under Monetary Penalty Framework, it does state that enforcement actions can include: Issuing a Notice of Violation Setting an Administrative Monetary Penalty.
In a statement to Global News, the Canadian Transportation Agency said that there “Are no new legal requirements relating to the confidentiality of decisions issued by the Canadian Transportation Agency’s (CTA) Air Travel Complaints Resolution Office.
“The Canada Transportation Act (the Act) already requires that some key information of importance to passengers relating to the outcome of air travel complaints be proactively published on the CTA’s website.”
The organization said that this includes the number of the flight to which the order relates; the date of departure of the flight that is indicated on the complainant’s ticket; whether any flight delay, flight cancellation or denial of boarding was within the carrier’s control, was within the carrier’s control but was required for safety reasons or was outside the carrier’s control; and whether or not the complaint resolution officer ordered the carrier to provide compensation or a refund as set out in the carrier’s tariffs or compensation for expenses incurred.
The CTA said the Act already requires both parties to keep decisions confidential unless all parties agree otherwise.
“Applicants can discuss publicly the details of their travel journey/experience,” the organization said.
“What is confidential is the Complaint Resolution Process. This includes all of the documents and information associated with the case submitted to the CTA.
“This means that the contents of, or copies of, the applicant’s submission, the airline’s submission, which includes evidence, and the decision itself cannot be made public.”
The CTA told Global News in a statement on Wednesday that it does not intend to “use these authorities for the purpose of enforcing confidentiality.”
The government is taking public feedback until Friday and any new rules will have to be approved by the federal cabinet.
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