Now this gives me hope. You know how if your flight is cancelled due to weather, or if the airline overbooks your flight, you’re basically screwed? Well, maybe not for long. Canadian politician Jim Maloway is proposing to increase consumer protection for airline travelers. This is critically important in countries like Canada where air travel is controlled by a small number of carriers.
Here are some things I think this bill should include:
1. If your flight with airline X is postponed or cancelled, you should have the option to a) take the next available flight from X, b) take any available flight from any other airline that can get you to your destination before X, c) take any other form of transit that will get you to your destination faster than X, or d) take a refund and go home.
2. Airlines should not be allowed to overbook flights. Period.
3. If my flight is postponed for any reason and I’m stuck in an airport, the airline should cover my meals. If I’m stuck in the airport overnight, the airline should cover the hotel.
4. I should never be required to sit in an airplane, on the tarmac, for more than two hours.
5. If the airlines lose my baggage, they should be responsible for replacing whatever was in those bags, up to $10 000. Right now the limits vary, but are generally around $250. I can’t ever buy a nice jacket for that.
6. Airlines should never be permitted to claim that a policy is for the passenger’s safety or security unless they can demonstrate a direct relationship between the policy and safety/security.
7. Airlines should be responsible for immediately notifying passengers of any delays or itinerary changes
8. Airlines should be required to rebook passengers in an order based on a) whether the passenger is stuck in an airport, destination or is at home, b) when the passenger originally booked and c) the passenger’s class (first, coach, etc.), and not who complains first.
What would you like in the bill? Leave a comment and I’ll forward the list to MP Maloway.
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Can I assume the the airline infrastructure (in Canada) is as antiquated and overloaded as here in the US?
“4. I should never be required to sit in an airplane, on the tarmac, for more than two hours. ”
Not only is two hours completely un-fucking acceptable, with the technology available today, it’s completely unnecessary. Once the plane has been bored I should be in the air within 30 minutes; otherwise, don’t put me on the fucking plane. Just think, two hours on a hot plane (AC is typically turned off) surrounded by crying kids, sitting in cramped seating, making no progress towards your destination, you’ve completely lost your obligatory buzz by now, and your whole schedule is screwed up. I don’t think many businesses could stay afloat with customer service that bad (which seems typical today).
I would like to see an environment were if your customer service sucks, you go out of business (and no one cares).
“7. Airlines should be responsible for immediately notifying passengers of any delays or itinerary changes”
Today we have third party companies that can/will help with this issue, but again, it’s about making use of available technology (in other words, money).
Vouchers that airlines issue in response to complaints should be valid with any airline or booking agent.
I have complained and always receive a voucher for about $400.00. These vouchers are good only for the airline that issues them. Here is an example: after a particularly frustrating flight with Northwest Airlines, my wife and I decided we would never fly with them again (so far, we haven’t). I sent them a letter expressing my displeasure and promply recieved a voucher for $400 on my next flight with NWA, nontransferable, and valid only with an NWA ticketing agent. Given that I will never fly with them again…
@Rick, yes, that’s a safe assumption. Bad airlines not going bankrupt is yet more evidence that free market capitalism is woefully inefficient. I agree that third party companies could help, but the airline already has your phone number and email address from when you booked the ticket. Why exactly can’t they have an automated system call/email/text message you about cancellations?
@SFC Rath,
Good point. I think the problem here is that they’re giving you the voucher to encourage you to come back, as opposed to a mandated refund for failing to uphold the terms of a contract.