Customers are struggling to file successful complaints or learn the nuances of complex regulations amid the overwhelming surge in summer travel.
Another traveller recently received a $60 “eCoupon” due to a days-long baggage delay rather than the direct refund she’s entitled to under both federal rules and Air Canada’s passenger-carrier contract.
Liam Walshe, a paralegal who advocates for consumer protection, called the reasons cited “questionable” and “suspect.” Mechanical malfunctions do not qualify as within the carrier’s control and thus exempt it from having to compensate customers, he noted.
“People have been submitting claims and they’ve been getting denied,” he said. “You’ll see all kinds of people saying that there’s inconsistent reasons.”
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