There are a number of recourses. The public can always write to the minister to bring issues to his attention, but the minister will refer to the process that is in place, which allows complainants to go to the agency and to raise concerns. Concerns with respect to particularly prices, terms of carriage, baggage loss, overbookings, a perception of unfairness in terms of treatment, those are all core functions of the agency. The first step is always to approach the carrier. Individuals can choose to do that on their own, or they can choose to go directly to the agency, and the agency will approach the carrier. That's the first step.
On September 26th, 2006. See this statement in context.