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The Canadian Transportation Agency (CTA) is launching an inquiry to examine whether the terms of WestJet’s tariff dealing with schedule changes and irregularities are just and reasonable, taking into account the requirement for airlines to respect the minimum obligations towards passengers set out in the Air Passenger Protection Regulations (APPR).
This step follows receipt of a complaint concerning a July 22, 2019 incident — which was also the subject of a media report — involving changes to passenger itineraries. The information in the complaint and report raises the possibility that WestJet’s tariff is being interpreted and applied in a manner inconsistent with the denied boarding provisions of the APPR.
The complaint itself will be treated separately from this inquiry. The CTA has a range of dispute resolution services – from informal facilitation, through mediation, to adjudication – to assist air passengers and airlines when they have a dispute that cannot be resolved directly between them.
With the launch of the inquiry, WestJet has been directed to provide certain information to the CTA. Once that information is received, the CTA will decide on next steps.
“The Air Passenger Protection Regulations set out the minimum obligations airlines have towards passengers in a number of areas. It’s important that the wording and application of airline tariffs be consistent with those protections — and that, to the greatest extent possible, airlines and passengers have a common understanding on what’s required in different situations. This inquiry will help achieve that clarity,” said Scott Streiner, chair and CEO of the Canadian Transportation Agency.
