Our mandate is to inform and educate consumers on marketplace issues, to advocate for consumers with government and industry, and to work with government and industry to solve marketplace problems in beneficial ways.
For the past 25 years, the performance of successive Canadian governments with respect to consumer protection has been less than stellar. I would even go so far as to say it has been all but non-existent. We now have before us an opportunity to give at least that portion of the Canadian public who travel by air the service and protection they deserve. While we have seen increased competition in recent years, since the demise of its major competitor, Canadian Airlines, Air Canada and other carriers, to a lesser extent, seem to treat their customers with disdain.
Some examples are misleading advertising, finding out that only one seat is available at the advertised price when trying to book for a family of four, inappropriate add-ons to ticket prices, charges for checking bags, and, most recently, extra charges for seats that have a little extra leg room because of where they are situated within the aircraft. Those tend to pale by comparison with those situations that Bill C-310 attempts to modify or correct.
Before I go any further, let me note that safety is always paramount. We do not feel that safety should be, nor will it necessarily be, compromised by the types of measures introduced in this bill.
This bill deals with a number of the most egregious insults foisted upon the flying traveller: cancellations, delays, sitting on the tarmac, denial of boarding, overbooking, and lost baggage. Even though the CAC is not set up to receive complaints, nonetheless we do receive thousands of them each year relating to these specific problems. I will not take time now to describe the situations, since they are well known to committee members and have been mentioned by Mr. French.
In fact, I guess we know they are very real when they find their way into a cartoon in this morning's Globe and Mail. “Bizarro” shows a patient lying on a psychiatrist's couch saying, “I'm not afraid of flying per se, I'm afraid of long lines, hidden fees, irrational security requirements and unexplained delays.”
I will note, however, comments made before this committee by a frequent flyer who calculated that his own incidences were less than one-quarter percent of his flights. I would suggest that those of us who fly a lot have become so inured to these occurrences that we hardly notice them unless they actually cause us to miss a meeting or a grandchild's birthday celebration.
But what about the vacationers who lose several days or miss out completely because of cancellations or overbookings? What about the parents trying to amuse two toddlers while waiting for their delayed flight to depart; the elderly lady who becomes ill while incarcerated for hours sitting on the tarmac with inadequate air or water or other facilities; the wedding party left without their attire because of lost luggage? It does not matter to them that this happens less than one-quarter percent of the time.
Contrary to statements made before this committee, Bill C-310 is about rights for passengers and it does aspire to improve the travelling experience of Canadians. From a consumer's perspective, all of the provisions contained in the bill would reduce incidences of passenger inconvenience if airlines reacted appropriately. The aspiration of the bill is not to penalize airlines but to act as a deterrent, to encourage the airlines to do right by their customers and to try harder and thus to avoid penalties. Please do not be swayed by blackmail, the threats to reduce service to rural communities across Canada. This bill does not have to “profoundly affect the cost structure” of the business or “force dramatic price increases on Canadian consumers”, not if the airlines view it as an incentive to have satisfied, happy customers.
The requirements that would improve customer convenience and satisfaction and compensate them for egregious abuses are not onerous. The bill does not, as stated, “make airlines responsible for the weather”. If the current wording is less than satisfactory, particularly with respect to delays, it can easily be rectified.
Frankly, I am astounded at the response to the phrasing in there regarding extraordinary circumstances. This is the kind of escape hatch that lawyers generally love to have in legislation. I do not understand why it's being objected to right now. It covers a gamut of everything and really gives them a huge out.
There is nothing in this bill that requires airlines to subjugate public safety to passenger convenience. The whole gloom-and-doom scenario is written by those who do not treat their customers with respect, do not aspire to improve the passenger experience, will not accept responsibility for their own shortcomings, do not wish to alleviate the pain felt by passengers in these situations, and, as a result, can only see penalties and not opportunities.
We urge the committee to please endorse Bill C-310 and give Canadian air travellers the protection and comfort they pay for and expect to receive.