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Transport committee I agree that a refund is required. However, when things become automatic, it's important to ensure that the measure is followed. At the moment, the only automatic refund provided for under the regulations is for overbooking. The compensation has to be paid automatically within t
November 21st, 2022Committee meeting
Jacob Charbonneau
Transport committee I'm not in the best position to comment on that. From the consumer standpoint, I think everyone who buys a ticket expects to be able to get on the plane. However, there is also the commercial side, with 5% to 10% of registered passengers failing to show up at the airport. That's
November 21st, 2022Committee meeting
Jacob Charbonneau
Transport committee Whether or not it is an independent tribunal, people making the decisions need to have the power to make these executory. The procedure needs to be simplified. I mentioned that Denmark had introduced a simplified and much faster procedure. Grouping similar cases together, whethe
November 21st, 2022Committee meeting
Jacob Charbonneau
Transport committee 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 t
November 21st, 2022Committee meeting
Jacob Charbonneau
Transport committee Yes. Much of that is attributable to the role played in parallel with the organizations. I spoke earlier about a company that was find $7 million by the United States Transportation Department for simply having taken too long to pay compensation. The department played a proactive
November 21st, 2022Committee meeting
Jacob Charbonneau
Transport committee I don't recall ever having seen the agency use this provision. On the other hand, there are three stages at the agency. The first two are facilitation and mediation. Most people are directed to the first stage. Neither of these first two stages leads to an official, executory, d
November 21st, 2022Committee meeting
Jacob Charbonneau
Transport committee Actually, it's a combination of both situations. For the most part, people don't go further because of their lack of knowledge of their rights and the carrier's obligations. Also, from the outset, either a lot of misinformation occurs or no information is provided. I am telling
November 21st, 2022Committee meeting
Jacob Charbonneau
Transport committee It can also happen that the same situation applies to several flights. I'm thinking here of a lack of crew or a crew working too many hours, both of which have caused delays or cancellations that carriers have categorized as necessary for safety reasons. Two judgments were issue
November 21st, 2022Committee meeting
Jacob Charbonneau
Transport committee Certainly the burden of proof must rest with the air carriers. On the other hand, they can come out with all sorts of evidence, as I have already said. Now, the consumer is not an expert and does not know the rights and obligations of the carriers, so he or she will not know wh
November 21st, 2022Committee meeting
Jacob Charbonneau
Transport committee Thank you for the question. It is better to have a framework than not to have one. On the other hand, it's a bit like setting speed limits on the motorway, but there's no one there to enforce it. That leaves it open for people to drive at whatever speed they want. That's kind o
November 21st, 2022Committee meeting
Jacob Charbonneau
Transport committee Good afternoon. I thank the committee for inviting me to appear. I am the co‑founder and CEO of Late Flight Claim Canada Inc., a law firm dedicated to helping consumers obtain compensation following a problem with their airline. I have been asked to speak today about improveme
November 21st, 2022Committee meeting
Jacob Charbonneau
Transport committee Indeed, in Canada, the political system and the Canadian Transportation Agency appear to favour carriers at the expense of consumers. And, it's taken a long time to address the issue, whereas in other countries it was done at the beginning of the crisis. There is also a differen
December 8th, 2020Committee meeting
Jacob Charbonneau
Transport committee Obviously, this can become problematic, because you are giving the keys to the kingdom to a single company, in this case a company that often sets itself apart, but not for the right reasons: it is the subject of several complaints, both in terms of language and services offered.
December 8th, 2020Committee meeting
Jacob Charbonneau
Transport committee Yes, of course. WestJet did announce that it would voluntarily refund the airline tickets, but within six to nine months. That's a very long time. So the refunds haven't started yet. On the Air Canada side, to my knowledge, the tickets that are refunded include those for Europe
December 8th, 2020Committee meeting
Jacob Charbonneau
Transport committee Thank you, Mr. Chair. I first want to thank the committee for inviting me to make a presentation. Late Flight Claim is a business that helps airline passengers obtain—simply, quickly and without risk—financial compensation or a refund after a flight has been cancelled or is lat
December 8th, 2020Committee meeting
Jacob Charbonneau