OTTAWA - November 3, 2008 - The Canadian Transportation Agency ruled today that terms of Air Canada's "On My Way" assistance program to travellers are just and reasonable.
For a supplementary fee of $25 for flights within North America of up to 1609 km (or 1000 miles), and $35 for longer flights, "On My Way" offers additional services to passengers when there is a disruption of an Air Canada or an Air Canada Jazz flight, regardless of the reason. Access is provided to a special group of customer service agents who address each customer's travel needs, re-book them accordingly, and when necessary provide complimentary hotel accommodations, car rental or other ground transportation, and meal vouchers.
In its Decision No. 565-C-A-2008, the Agency ruled on a complaint from the Public Interest Advocacy Centre (PIAC) that the program differs only slightly from the historical customer service expectations of Air Canada passengers and tries to turn a carrier obligation into a revenue source.
The Agency said PIAC failed to provide compelling evidence to substantiate its allegations that the fee structure is unjust and unreasonable, but instructed Air Canada to ensure that its tariffs and corporate communications draw a clear distinction between the rights of passengers who purchase On My Way and others.
Furthermore, Air Canada is directed to ensure that its rules clearly indicate that when there is a flight disruption, OMW passengers and non-OMW passengers will have equal access to Air Canada's call centres and customer service agents for the purpose of rebooking passengers for next available flights. In such cases, the Agency must be satisfied that the introduction of a program such as On My Way does not adversely affect the rights of those passengers who choose not to purchase the program.
The Canadian Transportation Agency is an independent quasi-judicial tribunal which operates like a court. It regulates various modes of transportation under Government of Canada jurisdiction, including air, marine and rail. Its decision-making process is governed by the rules of fairness and natural justice to ensure that all parties in a complaint receive equitable treatment.
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