Montreal- Air Canada, the flag carrier of Canada, is currently facing scrutiny as passengers voice their dissatisfaction over new fees and service complaints.
Effective January 21, heavy traffic at Montreal’s Trudeau Airport is shaping the airline experience, particularly for those buying basic economy fares. Passengers flying within North America, Central America, and the Caribbean will now face $35 fees for their first carry-on bag and $50 for the second. It’s not the first time Air Canada passengers have expressed frustration over additional costs.
John Gradek, head of McGill University’s aviation management program, remarked, “These changes...are made to adjust our offer to competition and make it more consistent with the Canadian market standard.” He underscored the challenge these price hikes pose to travelers with limited budgets. Smaller items, like purses and backpacks, will remain free, but for many, these new charges are burdensome.
Gradek condemned the airline for following suit with budget carriers like Flair and WestJet, stating, “Air Canada is just rubber stamping what these guys have done. They’re saying, ‘Well, we’re being consistent because we’re matching the competition.’” There’s growing sentiment among experts and travelers alike calling for the federal ministry of transportation to step in and regulate these added fees.
Meanwhile, frustrations are also arising from another dimension—compensation claims for damages to personal electronics during flights. One passenger’s recent claim against Air Canada for laptop damage caused by spilled liquid during service went unanswered for eleven months. The airline rejected compensation, deferring to its tariff regulations, which it claims limit liability for personal items under the passenger's care.
“While we do sympathize with your situation, we are unfortunately unable to... [consider your claim],” stated the airline’s spokesperson. Despite this acknowledgment, Air Canada maintains its policy of denying liability for damages caused by crew, regardless of the circumstances.
This incident echoes what occurred with JetBlue Airways, which faced backlash after similarly denying compensation when iced coffee was spilled on another passenger’s laptop. JetBlue offered only minimal compensation—like snacks and vouchers—for what became significant damage. Both airlines have seen the trend of sidestepping accountability for damages caused by their crew, even with documentation backing passengers’ claims.
Legal experts suggest Canada’s small claims courts could serve as recourse for affected passengers, though outcomes often remain unpredictable. The mounting pressure on airlines is visible; as of early November, there are 80,000 pending complaints within the Canadian Transportation Agency, emphasizing the growing dissatisfaction among travelers.
Adding to Air Canada’s woes, the Small Claims Court of Yukon mandated the airline pay 10,000 Canadian dollars to two passengers after their vacation plans unraveled due to the carrier’s negligence. Justice Katherine L. McLeod ruled against Air Canada for violating the Air Passenger Protection Regulations (APPR), stemming from overbooking and poor communication of alternative arrangements.
The couple had invested three years worth of savings to plan their first child-free vacation. But their plans fell through after being denied boarding on their connecting flight, resulting from overbooking by Air Canada. The airline’s promise to facilitate alternative travel fell flat, ensnaring the couple within chaotic airport experiences spanning three days.
Despite Air Canada's attempts to reimburse some food and accommodation expenses after the couple initiated legal action, the court deemed the airline’s response insufficient. Justice McLeod underscored this, dismissing Air Canada’s arguments on weather delays and previous compensation amounts, highlighting resultant financial impacts including lost wages and incurred costs from securing new flights.
McLeod’s ruling could have lasting effects for passenger rights amid increasing scrutiny of airline practices, as it shines light on the need for clear standards when it pertains to customer compensation and services. With the backdrop of rising ticket fees and complaints about service, Air Canada may be at risk of deteriorated public trust if it doesn’t address these issues effectively.
While accusations of dodging liability mount, so do calls for more substantial passenger protections to prevent travelers from bearing the brunt of airline mismanagement. Travelers are left grappling with increasing fees and insufficient responses to their grievances, underscoring the urgent need for regulatory reforms to protect their rights.