Toothless federal regulations leave airline passengers to fight — and lose — their own battles

Airline passengers in Canada are left to fight and often lose their battles against the airlines, with toothless federal regulations failing to protect them. In a recent incident, an Air Canada passenger booked a flight from Toronto to Winnipeg was faced with a cancelled early morning flight, forcing them to endure a 12-hour airport wait and miss important family events.

After multiple attempts to seek compensation, the airline initially denied offering alternative flights, only to relent once the passenger demanded a full refund instead.

The Canadian Transportation Agency (CTA) is responsible for enforcing air passenger protection regulations, which were introduced in 2019. These regulations require airlines to provide refunds, rebook passengers on the next available flight within 48 hours, and offer emergency accommodation in case of cancellations. However, the effectiveness of these regulations is questionable, as the CTA is currently managing nearly 100,000 unresolved complaints, with each taking around three years to resolve.

Despite the financial penalties of up to $1 million for non-compliance, airlines seem more inclined to deny fair compensation rather than face negative brand damage and penalties. In the 2025-26 fiscal year, the CTA issued $1.4 million in fines to airlines for failing to adhere to passenger protection rules, with Air Canada receiving a $426,000 fine for 71 violations.

The federal government's effort to address the backlog by providing the CTA with an additional $73 million in supplementary funding since 2023 has been unsuccessful, as airlines continue to prioritize profit over customer satisfaction. The problem lies in the airlines' cynical approach to compliance and the lack of motivation to improve their practices, while the government continues to place faith in their willingness to change.