I think that's a very good idea.
The problem is that a number of complaints could be handled internally by the airlines. Currently, the processing time for complaints filed with the Canadian Transportation Agency is so long that it almost becomes an incentive to refuse certain complaints that are justified, since it is known that people will not have quick access to another system.
The bill proposes a simplified system and imposes an obligation on airlines to respond quickly to complaints. The idea is that, if consumers are not satisfied, airlines will have to pay the expenses related to the complaint process before the Canadian Transportation Agency. In my opinion, this is a good incentive for airlines to treat their customers properly.
In the case of a refused complaint, for example, instead of an outright refusal, they could provide reasonable explanations. Often, people file complaints because they feel that they have not been treated fairly. In my opinion, what is proposed in the bill is a good incentive for airlines to treat consumers more appropriately.