New Pax Compensation Rules Take Effect

New rules around airline passenger compensation are set to take effect here in Canada that will benefit travellers. 

As of September 8th, airlines must either provide a full refund or rebook customers on a new itinerary when flights are cancelled or delayed by more than three hours, regardless of whether the cause was within the carriers’ control.

That means, even if it is a weather-related issue, airlines will still be on the hook to give customers their money back, to the original form of payment.

Or the carrier can arrange to get the passenger on an upcoming flight, taking-off within 48 hours of the original departure - at no additional cost to the customer. 

However, that could mean rebooking a traveller on a competing airline - whatever it takes to complete the itinerary in a timely manner.

Airlines are welcome to offer credits or vouchers in place of rebooking or providing a cash refund, but it’s entirely up to the individual passenger to decide for themselves which option they want to take. 

If they do accept the former, the airlines cannot let the credits or vouchers expire. 

These amendments to Canada's Air Passenger Protection Regulation were first announced in July and haven’t exactly sat well with airlines, especially amid the chaotic scenes we’ve witnessed at several major airports over the summer.

Airlines and industry advocates are pointing out that carriers will essentially be burdened with the responsibility of flight disruptions, even though numerous partners play a role in passengers’ air travel experiences and impact the flow and timeliness of operations.

There will also be new pressure on customer service agents and call centres to address the reimbursements and trip changes that will need to be made for affected passengers. So, if you find yourself dealing with a cancellation or delay, pack your patience, as everyone in the industry adapts to these new requirements.