People line up and check in for an international flight at Pearson International Airport during the COVID-19 pandemic in Toronto, Wednesday, Oct. 14, 2020. The head of a consumer interest group is calling on airlines to refund passengers’ cancelled fares, ahead of a hearing today in Parliament on the impact of COVID-19 on air travel. THE CANADIAN PRESS/Nathan Denette

People line up and check in for an international flight at Pearson International Airport during the COVID-19 pandemic in Toronto, Wednesday, Oct. 14, 2020. The head of a consumer interest group is calling on airlines to refund passengers’ cancelled fares, ahead of a hearing today in Parliament on the impact of COVID-19 on air travel. THE CANADIAN PRESS/Nathan Denette

Consumer rights advocates call for airline refunds in Parliament hearing

The hearing comes as airlines await an aid package from the federal government

Representatives from consumer advocacy groups blasted the federal government on Tuesday, accusing it of putting the interests of airlines above those of consumers by allowing carriers to issue vouchers for cancelled flights rather than full refunds.

The comments were made by witnesses at a meeting of Parliament’s standing committee on transport, infrastructure and communities, which focused on the impact of the COVID-19 pandemic on the airline industry.

“Passengers still have a fundamental right to a refund, regardless of the reason for the cancellation,” Gabor Lukacs, the founder of consumer group Air Passenger Rights, told the committee.

The hearing comes as airlines await an aid package from the federal government. Ottawa has said it would not issue any financial support unless airlines refunded passengers for their fares, prompting criticism from the industry, which says the federal government is unnecessarily delaying aid to the embattled sector.

On Tuesday, Air Canada announced that it was cutting some routes in Atlantic Canada until further notice due to challenging market conditions. Those cuts follow others in the region in June, as well as similar service reductions by WestJet, which said in October that it would suspend 80 per cent of its Atlantic Canada capacity.

Ian Jack, vice president of public affairs for the Canadian Automobile Association, said during the committee meeting that the route cuts in Atlantic Canada might be part of a negotiation strategy by the airlines to pressure Ottawa to make concessions to the industry.

At the meeting, Lukacs argued that Canadian law requires that passengers be reimbursed for their cancelled fares, focusing on a statement by the Canadian Transportation Agency earlier this year that he claimed provided misleading information about what travellers’ rights were with respect to refunds.

The agency advised consumers in March that for flight disruptions beyond an airline’s control, Canada’s law only requires that the airline “ensure passengers can complete their itineraries.”

But Lukacs said that when an airline doesn’t provide a service that passengers paid for, for whatever reason, passengers are entitled to a refund under the law.

Sylvie De Bellefeuille, a lawyer with Option consommateurs, a consumer group based in Montreal, told the committee that the organization has received a record number of calls from consumers asking for information about how to obtain a refund for their airline tickets.

She added that issuing vouchers rather than full refunds was an unfair and unacceptable solution.

“This pandemic has also hit industries other than the airline industry, and hard,” De Bellefeuille said. “It is not up to consumers to finance airlines.”

John Lawford, the executive director and general counsel of the Public Interest Advocacy Centre, said prior to the committee meeting that forcing airlines to issue the refunds is the least the government could do for people who have fallen on hard times due to COVID-19.

READ MORE: Feds pledge customer refunds before ‘we spend one penny’ on aid package for airlines

He criticized the federal government for dealing with Canada’s airlines, that are fighting in court to quash rules that bolster compensation for passengers who experience delayed flights or damaged baggage.

He urged the federal government to make dropping the lawsuit a condition of any aid package it issues to the airline sector.

Lawford also called for the federal government to mandate a “refund fund” into which airlines would have to put a small portion of revenue in case of an unforeseen event, like a pandemic.

Jon Victor, The Canadian Press


Like us on Facebook and follow us on Twitter.

Want to support local journalism during the pandemic? Make a donation here.

Air TravelAirlinesCoronavirus

Just Posted

Chemainus Secondary School 2021 graduate and valedictorian Chayla Pollock receives her certificate from principal Lori Hryniuk. (Photo by Don Bodger)
Valedictorian Pollock’s address to the Class of 2021

Different kind of setting in a classroom for the traditional presentation

Chemainus Secondary School 2021 graduate Nina Bumstead. (Photo by Don Bodger)
Grad ceremony proceeds, with a twist

Red carpet outside works out well for Chemainus Secondary’s Class of 2021

The Crofton trailer park home where the bodies of two people were found. (Photo by Don Bodger)
Mom still waiting for answers after daughter and her fiance found dead in Crofton

Pair discovered dead in their Crofton home in May identified as Rachel Gardner and Paul Jenkins

Chemainus street signs now contain Hul’qumi’num translations, like this one at the corner of Willow and Legion Streets. (Photo by Don Bodger)
Street signs go up in the Hul’qumi’num language

Chemainus intersections feature direct translations

FILE – Perry Bellegarde, National Chief of the Assembly of First Nations, takes part in an event on Parliament Hill in Ottawa on Tuesday, July 7, 2020. THE CANADIAN PRESS/Sean Kilpatrick
Indigenous Peoples Day must be a ‘call to action’, says Assembly of First Nations chief

Discovery of children at Kamloops residential school site must lead to change, Perry Bellegarde says

A person stands in a tower on the perimeter of the Number 3 Detention Center in Dabancheng in western China’s Xinjiang Uyghur Autonomous Region on April 23, 2021. Human rights groups and Western nations led by the United States, Britain and Germany accused China of massive crimes against the Uyghur minority and demanded unimpeded access for U.N. experts at a virtual meeting on Wednesday, May 12, 2021 denounced by China as “politically motivated” and based on “lies.” THE CANADIAN PRESS/AP-Mark Schiefelbein
VIDEO: Trudeau demands truth from China about Uyghurs

PM says Canada has admitted broken Indigenous relationship, unlike China on Uyghurs

Kelowna Mayor Colin Basran, middle right, participates in a ribbon-cutting ceremony in honour of the launch of Kelowna’s plasma donor centre at Orchard Plaza Mall on June 22. From left to right: Canadian Blood Services’ business development manager Janna Pantella, Canadian Blood Services’ operational excellence manager Tyler Burke, Kelowna Mayor Colin Basran and Canadian Blood Services’ centre manager Janine Johns. (Aaron Hemens/Capital News)
B.C.’s first dedicated plasma donor centre opens in Kelowna

The Kelowna location is the third dedicated plasma donor to open in Canada

Children walk with their parents to Sherwood Park Elementary in North Vancouver for the first day back to school on Sept. 10, 2020. THE CANADIAN PRESS/Jonathan Hayward
Study reassures parents, teachers that COVID-19 infrequently shared at school

Federally funded study in Vancouver finds risk in the classroom and in the community identical

Conservative MP Kevin Waugh rises during Question Period in the House of Commons Tuesday April 13, 2021 in Ottawa. THE CANADIAN PRESS/Adrian Wyld
Single-game sports betting about to become legal in Canada

Senate passes bill to take sports gambling away from overseas agencies

Cannabis bought in British Columbia (Ashley Wadhwani/Black Press Media)
Is it time to start thinking about greener ways to package cannabis?

Packaging suppliers are still figuring eco-friendly and affordable packaging options that fit the mandates of Cannabis Regulations

Point Roberts is part of the mainland United States but not physically connected to it, to reach the community by land one must pass through Canada. THE CANADIAN PRESS/Darryl Dyck
Closed Canadian border leaves Point Roberts’ only grocery store on verge of closure

‘We’re Americans but we’re not attached to America. It’s easy to forget we’re here,’ says owner Ali Hayton

The Somass Sawmill sits idle in early May 2021. While the kilns have been in use occasionally, and the lot has been used to store woodchips this spring, the mill has been curtailed since July 27, 2017. (SUSAN QUINN/ Alberni Valley News)
Port Alberni to expropriate Somass Sawmill from Western Forest Products

Sawmill has been ‘indefinitely’ curtailed since 2017

Robin Sanford and her fiance Simon Park were married in an impromptu ceremony at Abbotsford Regional Hospital on June 16. (Submitted photo)
Mom dies day after witnessing daughter’s hospital wedding in Abbotsford

Nurses help arrange impromptu ceremony in 3 hours for bride and groom

B.C. Finance Minister Selina Robinson with Premier John Horgan after the budget speech Tuesday, April 20, 2021. THE CANADIAN PRESS/Chad Hipolito
B.C. home owner grant won’t be altered, despite expert advice

Tax break for residences worth up to $1.6 million too popular

Most Read