Mr. Chair, there's a question about power imbalance.
In fact, the agency plays an important role in facilitating the interaction between the passenger and airline.
First of all, through our informal facilitation process, an agency facilitator sits down with the passenger and a representative of the airline, in order to air out the issues in dispute and try to come to a resolution. That includes the details of the events surrounding a flight disruption. In facilitation, it's the agency facilitator who asks for information from the airline, not the passenger. The vast majority of complaints are, in fact, dealt with through facilitation.
For cases that proceed to adjudication, the agency provides its services free of charge. No lawyer is required. The agency provides extensive guidance material to assist passengers in understanding the regulatory framework. It clearly explains to passengers what is required for each step in the adjudication process.