First, we want to restore trust by clearing the backlog of complaints. That alone will help restore trust.
Second, the new regime will be clear to everyone. Carriers will understand the limits and the criteria an adjudicator may consider. They will have an incentive to reach a settlement with passengers and terminate their contracts with them. That will be clear for everyone. The dispute resolution process must be swift and straightforward, with clearly explained reasons and grounds for decisions, so that all parties are satisfied following an independent process.
Third, Transport Canada needs clear criteria for licensing and certifying adjudicators, so that people are satisfied and can see that justice is consistently being served.
As I said earlier, I'm open to suggestions to give people additional reassurance about the independence and integrity of the system we are going to establish. There is no reason for it not to work. It works in other places around the world and in Europe, which has some of the first countries to adopt passenger protection regulations similar to what we have. The ones in place now don't inspire trust. I think it's important to recognize when there are obstacles or when we are at a dead end. Everything needs to be redesigned to protect passengers and put in place a clearer, more transparent and above all, faster and efficient system.