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1. Purpose
(1) This guideline sets out the Complaint Resolution Office process for dealing with air travel complaints.
(2) It provides instructions for passengers and airlines on the steps in the process, how they can participate and the deadlines that apply.
(3) This guideline applies to all...
Web page | 2023-09-30
Related content
News Release
What We Heard
Consultation on proposed changes
Consultation Paper
Air Passenger Protection Regulations
Budget Implementation Act, 2023
Backgrounder
Introduction
The Air Passenger Protection Regulations (APPR) came...
Web page | 2023-09-30
Notice:
This page presents a previous version of the Guide to Railway Charges for Crossing Maintenance and Construction. The current version of the guide is available here: Guide to Railway Charges for Crossing Maintenance and Construction 2026
Read the pdf (695 KB)
Effective...
Publication | 2023-09-15
(A) On or about June 14, 2023, at Calgary International Airport (YYC), WestJet failed to provide the passengers, by means of an audible announcement, the reason for the delay for flight number WS187, thereby contravening subsection 13(4) of the Air Passenger Protection Regulations (APPR).
Enforcement Actions | 2023-09-07
(A) On or about August 9, 2023, LATAM Airlines Group S.A. advertised the price of an air service on their website (www.latamairlines.com/ca/en) without including the total price, expressed in Canadian Dollars, that must be paid to the advertiser to obtain the air service, thereby contravening...
Enforcement Actions | 2023-09-13
(A) On or about August 14, 2023, Pakistan International Airlines Corporation, advertised the price of an air service on the website www.piac.com.pk without setting out all third party charges under the heading "Taxes, Fees and Charges" thereby contravening subsection 28(2) of the Air Passenger...
Enforcement Actions | 2023-09-13
(1) On or about July 5, 2023, the Victoria Airport Authority failed to identify by tactile and Braille signage a designated area for service dogs to relieve themselves located outside the terminal across the road from Departures, thereby contravening paragraph 227(1)(a) of the Accessible...
Enforcement Actions | 2023-09-19
(A) On or about August 4, 2023, Air Saint-Pierre, S.A. advertised the price of an air service on the website airsaintpierre.com without including the total price that must be paid to the advertiser to obtain the air service, expressed in Canadian dollars, thereby contravening paragraph 28(1)(a) of...
Enforcement Actions | 2023-09-22
(A) On or about August 3, 2023, Türk Hava Yollari Anonim Ortakligi made reference to an air transportation charge in an advertisement on the website www.turkishairlines.com without setting out the charge under the heading "Air Transportation Charges", thereby contravening subsection 28(3) of the...
Enforcement Actions | 2023-09-22
(A) On or about August 4, 2023, Air Liaison Inc. advertised the price of an air service on the website airliaison.ca without including the total price or range of total prices for optional incidental services for which a fee or charge is payable, thereby contravening paragraph 28(1)(e) of the Air...
Enforcement Actions | 2023-09-22