New airline rules kick in before busy holiday season
Credit to Author: Matt Robinson| Date: Mon, 16 Dec 2019 00:29:26 +0000
Debbie Clavelle and John Fleming were among an unlucky plane load of travellers who were stuck waiting around for hours Sunday before their flight to Maui finally departed Vancouver International Airport, more than five hours late.
On the upside, they were among the first B.C. residents to benefit from aspects of the Canadian Transportation Agency’s new air passenger protection regulations that went into effect on Sunday.
Now, airlines need to pay their passengers compensation when flight delays or cancellations are in their control and not related to safety. For large airlines, responsible for the vast majority of flights in Canada, passengers delayed three to six hours are entitled to $400. That figure is boosted to $700 for six to nine hour delays, and $1,000 for delays of nine hours or later. Smaller airlines must also compensate travellers, but at lesser amounts.
Fleming and Clavelle’s flight to Maui, where they plan to spend three weeks on vacation, was twice delayed Sunday. It’s a trip the pair make annually, and they’re no strangers to delays on the route.
“Maui flights have a tendency to be a little off,” Clavelle said. “Now to this extent? It’s been years.”
When Fleming was on the phone with WestJet before they departed, the agent said he could fill out a compensation form, though he was told he “didn’t have to do it immediately.”
What travellers like Fleming will want to know is they must file their compensation claims within a year. After that, the airline will get 30 days to pay or dispute the claim.
Clavelle said the WestJet agent at the check-in counter told her they were also entitled to food vouchers because of the delay.
The rules now require airlines to give their passengers food and drink “in reasonable quantities” for flights that are delayed by two hours. They must also offer free Wi-Fi or another means of communication. People delayed overnight must be offered free accommodation.
Airlines also need to make sure their passengers reach their final destination, and if a flight is cancelled or delayed three hours, they must offer to rebook them on the next flight out operated by themselves or a partner airline. Passengers on flights delayed nine hours must be rebooked on a flight operated by any airline, and some disruptions will now entitle passengers to refunds.
Also, parents will no longer need to pay extra to seat their children near them.
The changes for passengers come as the holiday season is set to start. About 90,000 people travel through YVR each day of the season, according to the airport.
Staff at YVR typically urge travellers to be well-prepared ahead of their holiday season flights, by confirming their travel details, packing according to the rules, and giving themselves plenty of time to get to the airport and through security.
Another raft of transportation agency regulations went into effect on July 15, including a requirement for airlines to clearly communicate with passengers regarding delays or cancellations, denials of boarding, lost or damaged baggage, and travelling with kids. The regulations also provided for compensation when passengers are denied boarding because a plane is overbooked.
There were also changes to rules related to waiting on the tarmac, lost and damaged bags, and the handling of musical instruments.