Hello. Bonjour.
Thank you, Mr. Chair, for inviting me to address the circumstances some travellers faced this holiday season.
I’m pleased to be joined today by representatives from Transport Canada:
- Dominic Rochon, Acting Deputy Minister
- Nicholas Robinson, Associate Assistant Deputy Minister, Safety & Security
- Craig Hutton, Associate Assistant Deputy Minister, Policy
- Colin Stacey, Director General, Air Policy
December’s peak holiday travel time was punctuated with massive winter storms and extreme cold across the country, which led to delays and cancellations for many travellers.
I was concerned to hear stories of those who were stranded, including Sunwing and VIA Rail passengers.
In many cases, their predicaments were frustrating and unacceptable.
Travel has been increasing steadily, and many service providers are still struggling to catch up to current demand.
December has always been a busy time for airlines and passenger rail.
But these challenges should not mean passengers are stranded for days.
And there are no excuses for silence when passengers request basic information about how and when they will get home.
The situation demonstrates that improvements will be required to protect Canadian travellers in future.
I have let the CEOs of VIA Rail and Sunwing know that their communication with, and responses to, affected Canadians needed to be much better.
Canadian travellers deserve clear and accurate information from travel providers.
The creation of the Air Passenger Protection Regulations, or APPR provided an important framework for Canadians when air travel does not go as planned. The pandemic provided a unique stress test for these new regulations.
Whatever the circumstances, I expect air carriers to honour their obligations.
We have already taken action to improve the APPR based on experience during the pandemic.
This past September, the Government of Canada put further regulations in place requiring refunds for cancelled flights or lengthy delays in situations outside an air carrier’s control, including major weather events.
The APPR also create obligations around communication, and standards of treatment, including for tarmac delays.
The regulations are clear that compensation is owed to passengers for delays and cancellations under many circumstances.
A blizzard or a tree blocking railway tracks can’t be avoided, but they don’t absolve travel providers of their basic obligations to customers.
The APPR ensure that Canadian consumers are protected when they travel by air. The absence of this regime through the COVID period would have meant a complete lack of protection.
But like any new regime, there is always room for improvement.
To further protect Canadian air travellers, I will be introducing strengthened and simplified rules that will ensure greater accountability from air operators.
This was a difficult time for many, and I want to thank the employees of these companies and all those supporting Canada’s national transportation system, who were doing their best to keep people moving safely over the holiday period.
In closing, the Government of Canada will continue working with our partners to help them better reduce travel delays and service interruptions, while keeping travellers safe, secure and protecting their rights.
Mr. Chair, that concludes my opening remarks.
I am happy to answer any questions you may have.
Thank you. Merci.