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Passengers Need New Flight Path for Airline Complaints

New PIAC report, “Consumer Protections for Airline Passengers”

OTTAWA, August 26, 2015– In a new report released today, the Public Interest Advocacy Centre (PIAC) called for an Airline Code to champion the rights of Canadian air passengers and an Air Passenger Complaints Commissioner. The report, entitled “Consumer Protections for Airline Passengers,” examined current consumer protections and recourse options available to airline passengers in Canada and proposes new models which will strengthen consumer protection in the airline industry moving forward.

“Over 120 million Canadians choose to travel by air each year, yet the consumer protection framework for airline passengers is unclear and not always efficient or effective for consumers,” noted John Lawford, PIAC’s Executive Director and co-author of the report. “The current consumer protections for passengers need to be grounded due to a lack of transparency and promotion,” contends Lawford.

The Airline Code would be a comprehensive statement of rules applying to air travel in Canada. The proposed Code would ensure that airline passengers have the information and protection they need to make informed choices and participate effectively in the market. The proposed Air Passenger Complaints Commissioner would have a primary mandate to resolve complaints at the individual case level. The Commissioner would resolve air passenger complaints applicable to all airlines operating in Canada.

“Taken together, a future Airline Code and Air Passenger Complaints Commissioner, would clarify the rules for air travel passengers in Canada. Moreover, these measures may get the reputation of Canadian airlines out of a holding pattern, in relation to the treatment of consumer complaints, stated Jonathan Bishop, PIAC’s Research Analyst and co-author of the report.

To read PIAC’s report, please consult the following link:

PIAC, Consumer Protections for Airline Passengers – Final Report (31 March 2015)

PIAC received funding from the Canada Transportation Act Review Secretariat to prepare this report. The views expressed in the report are not necessarily those of the Secretariat, Transport Canada or the Government of Canada.

 

For more information please contact:

John Lawford
Executive Director & General Counsel
Public Interest Advocacy Centre (PIAC)
(613) 562-4002×25
lawford@piac.ca
www.piac.ca

Jonathan Bishop
Research & Parliamentary Analyst
Public Interest Advocacy Centre (PIAC)
(613) 562-4002×23
jbishop@piac.ca
www.piac.ca

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