You've very clearly explained the way the situation exists at the moment.
Yes, at the moment there is a mechanism for a passenger to make a complaint, but they have to know about that mechanism, and many passengers did not know about it or, when they did know about it, felt it was too onerous. I thank the head of the CTA for highlighting this last fall. Yes, it led to more complaints, because people became aware of the fact that there was a mechanism in place, a mechanism that sometimes took a long time and discouraged people from taking action.
That's the whole purpose of the charter of rights:,that there will be a clear set of regulations in place to identify the situations where a passenger's rights have been violated. Those will apply to all passengers.
I am certainly hoping for far fewer cases where passengers need to have recourse to the CTA, because the processes will be in place, clearly explained, and in the English and French languages. They will be able to immediately deal with the airlines in a case like that and, as a result, there will be fewer requirements for the CTA to get involved. Where the CTA does have to get involved, yes, there will be the recognition that these can apply to more than the person who is specifically having to deal with the complaint through the CTA.