On Feb. 23, 2005, Ralph Goodale – who was then the Liberal government's finance minister – unveiled a federal budget that did away with the position of air travel complaints commissioner. The commissioner dealt with complaints about air services in, to or from Canada that consumers had tried to resolve themselves without success.
The Canadian Transportation Agency – an independent tribunal that regulates modes of transportation in Canada under federal jurisdiction – now has the responsibility of fielding complaints under the Air Travel Complaints Program. (For information on how to file a complaint to the Air Travel Complaints Program, visit the program's website at http://www.cta-otc.gc.ca/cta-otc2000/faqs/filing_e.html)
In a report dated Oct. 27, 2004, the air travel complaints commissioner said the program had received 443 complaints that raised 1,230 issues for the period July to December 2003. There were more issues per complaint, on average, than had surfaced during both of the previous reporting periods.
Issues ranged from quality of service, including ineffective communication, negative attitudes of staff, flight disruptions, problems with ticketing and lost baggage.
Commissioner Liette Lacroix Kenniff, whose term of office ended in September 2004, said in the report: "Even in an era of reduced airfares and service levels, customer-centric service continues to be the name of the game for successful airlines."
Britain bond program protects air travellers
The federal government could look to Britain to design better ways to protect consumers when airlines ground their planes.
The U.K. Civil Aviation Authority runs a protection program called the Air Travel Organizer's Licence (ATOL), which protects consumers from losing money or being stranded when a tour operator goes out of business.
Most businesses that sell air travel in Britain must by law hold a licence called an Air Travel Organizer's Licence (ATOL). Licensed firms lodge a bond with the aviation authority so that, if they go out of business, the aviation authority can give refunds or arrange for consumers to fly home.
This protection is included in the price of the holiday booked with an ATOL-licensed firm. A government-backed fund called the Air Travel Trust will back up the bond if there isn't enough money to reimburse or look after all consumers affected by the business failure.
Consumers can also contact the following organizations in their provinces for advice on how to deal with problems associated with air carriers going out of business:
Provincial authorities for consumers:
Ontario: Travel Industry Council of Ontario (TICO), 1-905-624-6241 or toll-free at 1-888-451-TICO
Quebec: Office de la protection du consommateur, Gouvernement du Québec, 1-888-672-2556.
British Columbia: Business Practices and Consumer Protection Authority, 1-604-320-1667 or toll-free at 1-888-564-9963.
Alberta: Alberta Government Services, 1-780-427-4088 or toll-free at 1-877-427-4088 (Alberta only).
Manitoba: Consumer and Corporate Affairs, Consumers' Bureau, 1-204-945-3800 or toll-free at 1-800-782-0067 (Manitoba only).
Saskatchewan: Saskatchewan Justice, Consumer Protection Branch, 1-306-787-5550 or toll-free at 1-888-374-4636 (Saskatchewan only).
New Brunswick: Department of Justice Consumer Affairs Branch, 1-506-453-2659.
Nova Scotia: Business & Consumer Services, Consumer Complaints, 1-902-424-5531.
Prince Edward Island: Department of Consumer and Corporate Services, 1-902-368-5653.
Newfoundland and Labrador: Consumer Affairs Officer, Department of Government Services and Lands, 1-709-729-2623.
