Thank you, Chair.
The main way by which the agency oversees compliance with the APPR is through the resolution of complaints made by passengers against airlines. This is because complaint resolution is helpful individually to the complaining passenger since it can result in the passenger obtaining a remedy from the airline. Also, the complaint process allows a panel of members to interpret the regulations.
The other way in which the agency oversees compliance with the APPR is through compliance monitoring and enforcement activities. To that end, the agency does have a small number of designated enforcement officers. Our team of enforcement officers has several roles.
First, they support complaint resolution by following up on agency decisions and orders pursuant to the resolution of complaints. They make sure that the airlines comply with the orders following a complaint decision. They also conduct targeted enforcement blitzes and issue notices of violation and administrative monetary penalties.
A concrete example, really quickly, of how this works together is a relatively small number of AMPs were issued for airlines not responding to passengers within 30 days of a request for compensation. You will see on our website that we have posted those notices of violations and the amounts of the administrative monetary penalties. However, while the enforcement officers were having those conversations with the airlines, that also resulted in the airlines, in many cases, changing their categorization of the flight disruption to “within control” and paying the passengers the compensation.
There is that dual role of investigating and issuing administrative monetary penalties and also having those discussions with the airlines to ensure, ultimately, the goals of compliance and changing behaviour.