The Canadian Transportation Agency issues administrative monetary penalties to KLM for violations of the Air Passenger Protection Regulations

September 27, 2024 – Gatineau, QC – Canadian Transportation Agency

The Canadian Transportation Agency (CTA) has issued administrative monetary penalties totaling $48,000 against Royal Dutch Airlines (KLM) for 30 violations of the Air Passenger Protection Regulations (APPR) regarding its obligations around information on passenger travel documents.

These penalties are for incidents that took place between January 1, 2024, and July 1, 2024.

An investigation by a CTA enforcement officer found that KLM failed to:

• Inform passengers of the terms and conditions of carriage applicable to flight delays, flight cancellations, denied boarding, lost or damaged baggage, and the assignment of seats to children under the age of 14;
• Inform passengers of the treatment applicable to them, the minimum compensation to which they may be entitled, and the recourse against the carrier available to them, including their recourse to the CTA; and
• Provide the prescribed notice required by subsection 5(5) of the APPR in its entirety and in both official languages.

These contraventions relate to subsections 5(2), 5(3) and 5(5) of the APPR.

KLM has 30 days to request a review before the Transportation Appeal Tribunal of Canada.