Thank you very much, Mr. Chair.
In light of what we are hearing from the various witnesses appearing today, there seems to be a consensus that the current complaints process is not working. According to the witnesses, the system is downright broken. As a result, consumers end up discouraged, and airlines feel emboldened to not treat them well and not respect their rights.
However, with regard to the proposed solutions, there would seem to be nuances, differences, about which I would like the witnesses' comments.
According to Ms. De Bellefeuille, an approach that would reverse the burden of proof should be preferred. It would then be up to the airlines to show that they did not have to compensate the air passengers. As I understand her perspective, whenever a flight was cancelled, passengers would be reimbursed by default and it would be up to the airline to take steps to ensure otherwise.
Could such an approach hold water?
Mr. Charbonneau, let's start with you.