The first problem is that there's no rapid solution. If you file a complaint, you'd better be ready for a very long process. To be honest, life's too short. We can't live that way and have a life.
The second problem is that they are too close to the airline industry. It's a classic example of the recurring problem of regulatory capture. It's not unique to the CTA. It's not unique to regulators in Canada, but it's obvious.
For example, if you read their regulations, which they passed in 2019—in our brief, we have a link to our critique of those regulations when they were under consideration—they really read like they were written by the airlines: “You have to do this, except....” or “You're required to do x, except....” There are all these loopholes that are bigger than the rights.
This is the final point. Even if you were to disagree—and I'm not saying you do, but if we assume for the moment that you disagree with everything I just said—the bottom line is that they are mandated to regulate airline accessibility. They've had that mandate for decades. It didn't come with the Accessible Canada Act; they've had it for decades. These problems have existed for decades. In significant ways, they have not gotten better, and in some ways, they've gotten worse. The regulator has failed to achieve the results that we are entitled to.