A recent decision by the BC Civil Resolution Tribunal (CRT) has raised concerns among air passenger advocates. The tribunal, which handles disputes between consumers and businesses, has ruled that it does not have jurisdiction over passenger complaints against airlines.
The decision came after a passenger filed a complaint against Air Canada for a flight delay and lost baggage. The CRT dismissed the case, stating that the Canadian Transportation Agency (CTA) is the appropriate body to handle such disputes.
Gabor Lukacs, an air passenger rights advocate, expressed alarm over the CRT’s decision. He argues that the CTA is not equipped to handle individual passenger complaints and that the CRT should have the authority to intervene in such cases.
Lukacs also points out that the CTA has a backlog of over 1,000 complaints and a lengthy process for resolving them. This means that passengers may have to wait months or even years for a resolution to their complaints.
In contrast, the CRT has a faster and more efficient process for resolving disputes, making it a more accessible option for passengers seeking compensation for flight delays, lost baggage, or other issues.
The CRT’s decision also raises questions about the effectiveness of Canada’s Air Passenger Protection Regulations, which were implemented in 2019 to protect the rights of air travelers. If the CRT cannot handle individual complaints, it may leave passengers with limited options for seeking recourse when their rights are violated.
In response to the CRT’s decision, the CTA has stated that it is working to improve its processes and reduce its backlog of complaints. However, Lukacs believes that the CRT should have the authority to handle individual passenger complaints, as it is a more efficient and accessible option for consumers.
As air travel continues to increase, it is crucial for passengers to have a reliable and efficient system for resolving disputes with airlines. The CRT’s decision has highlighted the need for a clear and effective process for handling passenger complaints, and it is up to the government to address this issue and ensure that air travelers are protected.
