The Canadian Transportation Agency is investigating 570 of more than 3,000 complaints filed against airlines like Air Canada and Sunwing Airlines, alleging they failed to accurately explain the reasons for flight delays or cancellations.
In a letter from the CTA to applicants dated Feb. 24, 2020, the agency said it conducted a “comprehensive review” of all complaints filed between Dec. 15, 2019 and Feb. 13, 2020 relating to the new air passenger bill of rights.
Under the new laws, airlines are required to pay up to $1,000 to compensate costs incurred due to flight delays or cancellations within the airline’s control. If an airline denies compensation they are mandated to explain why.
“This review has revealed that the Agency received 3,037 such applications during this period,” the CTA said.
“The Agency has concluded that this is too large a number of complaints to be examined in a single proceeding, with the Agency’s existing resources.”
The inquiry is investigating claims that Air Canada, WestJet, Sunwing, Air Transat, Swoop and United Airlines allegedly misrepresented or failed to accurately communicate why passengers’ claims for compensation were being denied.
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