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

Quick Eats is a popular summer food destination that has served Telkwa for the last 10 years. (Contributed photo)
Telkwa raises seasonal vendor fees; Quick Eats back at Flagpole Park

Popular food truck returns to same location after May long weekend with hike in fees/rent

Comox Valley medical clinics are all open, including the availability to book face-to-face care (i.e. for a physical examination) as per your clinic’s protocol (most clinics operate a “virtual care first” policy). ADOBE STOCK IMAGE
Northern Health launches virtual primary care clinic

Northerners without a family physician or nurse practitioner will now have access to primary care

Demonstrators lined Hwy 16 May 5 to mark the National Day of Awareness for Missing and Murdered Indigenous Women and Girls. (Deb Meissner photo)
VIDEO: Smithers gathering marks Red Dress Day honouring missing and murdered Indigenous women and girls

Approximately 70 people lined Hwy 16, drumming, singing and holding up placards

“Skeena,” by John Hudson and Paul Hanslow is one of five fonts in the running to become the default for Microsoft systems and Office programs. (Black Press Media File Photo)
Font named after Skeena River could become the next Microsoft default

One of the five new fonts will replace Calibri, which has been Microsoft’s default since 2007

The road to Telegraph Creek (Hwy 51) was closed April 15 due to a washout. On May 4, the road was opened to light-duty passenger vehicles during specific times. (BC Transportation and Infrastructure/Facebook)
Telegraph Creek Road opens for light-duty vehicles

Road has been closed since April 15 due to a washout

An avalanche near Highway 1 in Glacier National Park. Avalanche Canada will benefit from a $10 million grant from the B.C. government. (Photo by Parks Canada)
Avalanche Canada receives $10-million grant from B.C. government

Long sought-after funds to bolster organization’s important work

The top photo is of a real carbine rifle, while the bottom photo is the airsoft rifle seized from a Kelowna man on May 15. (Contributed)
RCMP issue warning: ‘Imitation firearms need to be dealt with responsibly’

A man brandishing his airsoft rifle in public had his weapon seized by Mounties on Saturday

Abbotsford Regional Hospital. (Black Press Media files)
Canada marks 25,000 COVID-19 deaths since the pandemic began

6 in every 10,000 Canadians died of COVID-19 since March 9, 2020

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

Staff-Sgt. Svend Nielsen, with the 100 Mile House RCMP. (Melissa Smalley - 100 Mile Free Press)
14-year-old boy killed in serious ATV crash near 100 Mile House

Youth was travelling with a group of peers when the incident occurred last Friday

Relief is coming for B.C.’s struggling tourism sector. (NEWS file photo)
B.C. officials set to announce more support for tourism sector hit hard by pandemic

Non-essential travel is restricted between three regional zones in B.C. until at least May 24

This image released by Universal Pictures shows Nathalie Emmanuel, left, and Vin Diesel in a scene from “F9.” (Giles Keyte/Universal Pictures via AP)
The blockbuster movie is making a comeback this summer

Excitement in the industry is growing again for a return to a big-screen normal

Sicamous RCMP Sgt. Murray McNeil and Cpl. Wade Fisher present seven-year-old Cody Krabbendam of Ranchero with an award for bravery on July 22, 2020. (Contributed)
7-year old Shuswap boy receives medal of bravery for rescuing child at beach

Last summer Cody Krabbendam jumped into the lake to save another boy from drowning

B.C. Health Minister Adrian Dix and provincial health officer Dr. Bonnie Henry update the province’s COVID-19 vaccine program, May 10, 2021. (B.C. government)
B.C.’s COVID-19 infection rate stays below 500 a day over weekend

14 more deaths, down to 350 in hospital as of Monday

Most Read