What matters is the way passengers will be informed afterwards. We may have the finest legislation and regulations in place, but if people do not know their rights and the recourse available to them, those laws and regulations are not very useful.
We realize that, although European regulations have been around since 2004 or 2005, few people in Canada have been aware of them in recent years. Less than 2% of people in North America made claims as a result of delays or cancellations, because they were unaware of their rights or did not want to fight with the airlines.
First, people must be informed of their rights. Second, the airlines must comply with the regulations in place. Customers come to us after trying to approach the airlines that have rejected their claims. They are not very familiar with the legislation, and once their claim is rejected, they do not think they have anywhere else to go, whereas the provisions in place would allow them to obtain compensation.