Â鶹´«Ã½

Business

    • Air Canada walks back compensation denials after thousands delayed due to tech issues

    An Air Canada Boeing 777 is seen on approach to land at Vancouver International Airport in Richmond, B.C., on Tuesday, April 11, 2023. THE CANADIAN PRESS/Darryl Dyck An Air Canada Boeing 777 is seen on approach to land at Vancouver International Airport in Richmond, B.C., on Tuesday, April 11, 2023. THE CANADIAN PRESS/Darryl Dyck
    Share
    MONTREAL -

    Air Canada says it made a mistake in rejecting some compensation claims from the thousands of travellers affected by delayed flights due to computer malfunctions.

    In messages to some customers, the airline initially said the information technology fumble was out of its hands, relieving it of obligations to pay them compensation.

    "In this instance, the compensation you are requesting does not apply because the disruption was caused by an event outside of our control. This flight is delayed due to an unforeseen technology issue, impacting one of our suppliers, which is impacting our operations," the airline said Thursday in an email to passenger Douglas Judson.

    Judson said he arrived more than three hours late after his June 1 flight from Winnipeg to Toronto was delayed due to the IT defect.

    "I find the dishonesty and disrespect of it the most galling," he said in a phone interview. "Some really interesting logic puzzles at Air Canada as to when something is actually their fault."

    While denying his compensation request, Air Canada offered him a 15 per cent fare discount on any upcoming flight as a "goodwill gesture."

    When contacted by The Canadian Press on Friday, the Montreal-based airline said the response stemmed from an error.

    "Air Canada is offering compensation in line with APPR (Air Passenger Protection Regulations) compensation levels for flights which were affected by the IT outage. Some passengers had received erroneous responses from us, and we are in the process of re-contacting them with the correct responses," spokeswoman Angela Mah stated.

    The country's largest carrier has struggled with intermittent computer problems over the past few weeks.

    On May 25 it delayed more than half its flights due to a "technical issue" with the system that the airline uses to communicate with aircraft and monitor their performance. On June 1 it delayed or cancelled more than 500 flights -- over three-quarters of its trips that day, according to tracking service FlightAware -- due to "IT issues."

    That same day, Transport Minister Omar Alghabra stressed the carrier's compensation responsibilities to its guests.

    "Air Canada has obligations to passengers who are impacted because it is caused by things that the airline has control over," he told reporters June 1, hours after the IT issues resurfaced.

    Alghabra spokeswoman Nadine Ramadan said in an email Friday the minister's office had been in touch with the company, which assured them it will compensate the affected passengers.

    Gabor Lukacs, president of the Air Passenger Rights advocacy group, said the airline's response "rings hollow."

    "We are hearing about too many of these 'errors' to believe that it was a genuine error," he said in an email.

    Lukacs suggested Air Canada's response -- including the discounted fare offer -- marked "an attempt to make passengers go away and not pursue their rights."

    It was not clear whether the thousands of passengers whose flights were delayed or cancelled the day after the June 1 computer problem -- Judson's included -- due to what the airline deemed "rollover effects" would receive compensation.

    "They said in their official communications to passengers that it was maintenance. I do not believe it was maintenance. I think it was a direct consequence of their IP issues," Judson said, noting that his return flight to Winnipeg landed more than three hours behind schedule.

    Air Canada's Mah said the airline would "investigate to determine the root cause of the cancellation and handle accordingly."

    At least 144 of its flights, or 27 per cent of the airline's scheduled load, had been delayed as of late afternoon on June 2, along with 33 cancellations, according FlightAware.

    In April, Alghabra laid out measures to toughen penalties and tighten loopholes around traveller compensation as part of a proposed overhaul of Canada's passenger rights charter.

    If passed as part of the budget bill, the reforms will put the onus on airlines to show a flight disruption is caused by safety concerns or reasons outside their control, with specific examples to be drawn up by the Canadian Transportation Agency as a list of exceptions around compensation.

    "It will no longer be the passenger who will have to prove that he or she is entitled to compensation. It will now be the airline that will need to prove that it does not have to pay for it," Alghabra said on April 24.

    Currently, a passenger is entitled to between $125 and $1,000 in compensation for a three-hour-plus delay or a cancellation made within 14 days of the scheduled departure -- unless the disruption stems from events outside the airline's control, such as weather or a safety issue including mechanical problems. The amount varies depending on the size of the carrier and length of the delay.

    This report by The Canadian Press was first published June 8, 2023.

    CTVNews.ca Top Stories

    Two nephews of the beloved Harry R. Hamilton share stories about his life and legacy.

    The union representing some 1,200 dockworkers at the Port of Montreal has overwhelmingly rejected a deal with their employers association.

    Canada

    • A team of tornado experts is heading to Fergus, Ont. after a storm ripped through the area Sunday night.

    • Two nephews of the beloved Harry R. Hamilton share stories about his life and legacy.

    • The union representing some 1,200 dockworkers at the Port of Montreal has overwhelmingly rejected a deal with their employers association.

    • A man who was critically injured in a police-involved shooting in Hamilton late Sunday afternoon has died in hospital, says the province’s police watchdog.

    World

    Politics

    • Murray Sinclair’s family members say the late justice and senator has been laid to rest according to his wishes.

    • Prime Minister Justin Trudeau announced voters in Cloverdale—Langley City will pick their next member of Parliament on Dec. 16.

    Health

    Sci-Tech

    Entertainment

    Business

    Lifestyle

    Sports

    Autos

    Local Spotlight

    For the second year in a row, the ‘Gift-a-Family’ campaign is hoping to make the holidays happier for children and families in need throughout Barrie.

    Some of the most prolific photographers behind CTV Skywatch Pics of the Day use the medium for fun, therapy, and connection.

    A young family from Codroy Valley, N.L., is happy to be on land and resting with their newborn daughter, Miley, after an overwhelming, yet exciting experience at sea.

    As Connor Nijsse prepared to remove some old drywall during his garage renovation, he feared the worst.

    A group of women in Chester, N.S., has been busy on the weekends making quilts – not for themselves, but for those in need.

    A Vancouver artist whose streetside singing led to a chance encounter with one of the world's biggest musicians is encouraging aspiring performers to try their hand at busking.

    Ten-thousand hand-knit poppies were taken from the Sanctuary Arts Centre and displayed on the fence surrounding the Dartmouth Cenotaph on Monday.

    A Vancouver man is saying goodbye to his nine-to-five and embarking on a road trip from the Canadian Arctic to Antarctica.

    • Thousands of people are expected to gather in downtown Vancouver on Monday to observe the city’s 100th Remembrance Day ceremony.

    • Weather watchers were treated to an exceptionally rare display on Friday evening as rare cloud formations filled Vancouver skies.

    • Toronto is expected to see an economic boost to the tune of nearly $300 million thanks to Taylor Swift’s upcoming Eras Tour, which will be making a stop in Canada’s largest city for a six-show run later this month.

    • One man was transported to hospital early Monday morning after a stabbing in the northwest end of the city, Toronto police say.

    • Calgarians will be observing Remembrance Day at a number of different ceremonies across the city, including at the Hangar Flight Museum.

    • A home in the northeast Calgary community of Saddle Ridge was damaged in a fire on Sunday.

    • WEATHER

      WEATHER

      Conditions were warm early Monday and expected to remain that way for most of the day.

    • WATCH LIVE

      WATCH LIVE

      CTVNewsOttawa.ca looks at Remembrance Day ceremonies in Ottawa.

    • After months of controversy surrounding a dog park in Ottawa's west end, a solution has been reached to divide the park in half.

    • With fewer interments and rising maintenance fees, the money for Canada's largest military cemetery will run out in three to four years.

    • Montreal Metro passengers can now flag a safety concern by texting a new phone number launched by the STM.

    • The employers association at the Port of Montreal locked out nearly 1,200 longshore workers, bringing a halt to traffic at the port.

    • LIVE @ 10:45 A.M. MT

      LIVE @ 10:45 A.M. MT

      Monday is Remembrance Day, a time to honour armed forces members who have died in the line of duty.

    • WEATHER

      WEATHER

      This is shaping up to be one of the warmest Remembrance Days in the past decade, at least, for temperatures.

    • Maritimers will stop Monday to remember those who have served, and continue to serve, in Canada's armed forces for Remembrance Day.

    • A Cape Breton senior recalls her life in German-occupied France, and her mother’s death, during the Second World War.

    • Thousand of people gathered at the Menin Gate in the Ypres, Belgium for Monday’s Remembrance Day Ceremony.

    • Remembrance Day is today, and a number of ceremonies are taking place around the province to honour those who gave their lives to serve our country.

    • A pillar in Canada’s history was honoured in Winnipeg Sunday afternoon, with thousands showing up to pay tribute to the life and legacy of the late Murray Sinclair.

    • Winnipeg police have identified two men involved in a stabbing incident earlier this week.

    • There will be two ceremonies taking place in Regina for Remembrance Day, hosted by the Royal Canadian Legion.

    • Regina author Valerie Crowther is celebrating the release of her book ‘War Letters: Linking Lives in the Second World War.’

    • It was a somber day at Mosaic Stadium as members of the Saskatchewan Roughriders officially cleaned out their stalls and closed the book on the 2024 season.

    • A team of tornado experts is heading to Fergus, Ont. after a storm ripped through the area Sunday night.

    • A man is facing an attempted murder charge after an attack at a bar in downtown Guelph.

    • People across Canada will pause to reflect Monday at Remembrance Day Ceremonies across the country.

    • Saskatchewan RCMP are searching for a suspect after a man was seriously injured in a farm-related incident in Montreal Lake.

    • It was a somber day at Mosaic Stadium as members of the Saskatchewan Roughriders officially cleaned out their stalls and closed the book on the 2024 season.

    • The Regina Rams claimed the Hardy Cup after a hard fought battle against the Saskatoon Huskies 19-14 on Saturday in the first all Saskatchewan U-Sports western conference final since 2002.

    • The events will start at 10:15 a.m. with a parade that forms up in front of the Delta London Armories, marches east on Dundas Street and turns north onto Waterloo Street to Dufferin Avenue, the west to the Cenotaph.

    • Emergency crews responded to the scene on Road 68/Highway 2 east of Thamesford around 7 p.m.

    • On Friday, the Sarnia Police Service (SPS) received a report of an alleged abduction in the area of Kathleen Avenue and Walnut Avenue.

    • A Barrie man is at the centre of an alleged $2.2 million stolen used car scheme.

    • Environment Canada issued a weather alert for Barrie, Collingwood and surrounding areas, alerting residents about the wicked winds that are expected to pick up to 80 kilometres per hour in the afternoon hours.

    • Barrie residents gathered on Monday to honour Canada’s veterans and pay tribute to those who served and sacrificed for the country.

    • WATCH LIVE

      WATCH LIVE

      Representatives of the Windsor Veterans Memorial Services Committee, military representatives, wreath bearers, government officials, and members of the public will attend the Cenotaph at City Hall Square for the outdoor service.

    • One person has been arrested after Chatham-Kent Police Service (CKPS) received multiple complaints about an alleged drunk driver.

    • More details have been released about a police investigation at the Ambassador Bridge that connects Windsor, Ont. and Detroit, MI.

    • Environment Canada says heavy rain and winds could cause power outages on Vancouver Island as an "intense" storm system is set to hit the B.C. coast Sunday.

    • Six deer were struck by vehicles in six different locations in a six-hour period on B.C. highways on Saturday, according to the transportation ministry.

    • The union for locked-out port workers in British Columbia says the BC Maritime Employers Association cut off talks in less than an hour Saturday, refusing to budge on a final offer that the union has so far rejected.

    • The emergency department at South Okanagan General Hospital in Oliver, B.C., will be closed for 31 hours this weekend, the second such closure in a week and the third since the start of November.

    • Police in Kamloops, B.C., are reminding parents and guardians to check their children's Halloween candy after receiving a report of a mother finding a razor blade in one of her daughter's treats.

    • More than two years after Alannah Brown and Douglas Barker were found dead north of Penticton, police are asking for help identifying a vehicle they believe was associated with the crime.

    • The Southern Alberta Recreation Association is officially announcing the Town of Taber as next year’s host for the Southern Alberta Summer Games.

    • The Lethbridge Hurricanes broke open a close game with three goals in the first two minutes of the third period as they defeated the Warriors 7-3 in a game played Friday night in Moose Jaw.

    • There might not a lot snow just yet, but many southern Albertans are still itching to get outdoors.

    • It was just days before the COVID-19 pandemic shut the world down when the Shaft Bottom Boys of Sudbury broke a world record for 'Deepest Concert Underground.' Now, more than four years later, a Timmins band is looking to take the title.

    • Police have arrested a 15-year-old in connection with a break-in and $50,000 in damage done to the Centennial Arena in Elliot Lake in September.

    • Mayors of the five largest cities in northern Ontario met in North Bay the last two days to discuss a range of critical issues impacting their cities and the region.

    N.L.

    Shopping Trends

    The Shopping Trends team is independent of the journalists at Â鶹´«Ã½. We may earn a commission when you use our links to shop. Read about us.

    Stay Connected
    Follow Â鶹´«Ã½