The complaint itself will be treated separately from this inquiry. The CTA has a range of dispute resolution services - from informal facilitation, through mediation, to adjudication - to assist air passengers and airlines when they have a dispute that cannot be resolved directly between them.
With the launch of the inquiry, WestJet has been directed to provide certain information to the CTA. Once that information is received, the CTA will decide on next steps.
The Air Passenger Protection Regulations set out the minimum obligations airlines have towards passengers in a number of areas. It's important that the wording and application of airline tariffs be consistent with those protections - and that, to the greatest extent possible, airlines and passengers have a common understanding on what's required in different situations. This inquiry will help achieve that clarity.
- Scott Streiner, Chair and CEO of the Canadian Transportation Agency