On the first question, I think it needs to be more than friendly. It has to be fast, and it needs to have teeth. The first level should be able to ask for proof. They should be able to understand the proof and make a decision that will be executory.
What's more, I believe that the Canadian Transportation Agency should be more proactive and not wait until there are complaints to intervene. It needs to monitor the airlines to some degree to proactively ensure that the rules are followed.