Documents show that about one-third of flights in Canada are delayed each year, most of which are within the control of airlines, and passengers and crew are paying the price.
According to Transport Canada data obtained by the Investigative Journalism Foundation (IJF), more than 250,000 flights in Canada will be affected annually between 2022 and 2024. Flight delays not only affect passengers, but also flight attendants, as even if they are already working, their pay does not start until the plane closes its doors.
“If about a third of flights are delayed,” said Erin Rolfson, a spokeswoman for the WestJet chapter of the Canadian Union of Public Employees (CUPE). “That means thousands of flight attendants are losing unpaid time every month.”
The same delays are also testing the passenger compensation system, which Rolfson described as “confusing and inconsistent” and reflected a “lack of transparency from some airlines.”
A single sick crew member can cause delays or even flight cancellations, disrupting travel within and outside Canada, depending on the aircraft’s route. The cascading delays have exposed weaknesses in Canada’s air travel framework, increased unpaid work time for flight attendants, and added unexpected costs for passengers, putting financial pressure on airlines and sparking debate about the value of time in Canada’s aviation system and how to fix it.
Air Canada says its cabin crew have been on strike since August 16, affecting at least 500,000 passengers. They are currently in contract negotiations seeking compensation for unpaid ground handling work, wage increases and other compensation.
At WestJet, where the current contract for flight attendants expires in December, union representatives are seeking similar reforms, including payment for pre- and post-flight work, which CUPE estimates totals about 35 hours of unpaid work per month.
More than half of delays are within the control of carriers. Who is responsible when flights are delayed and what compensation each party deserves are at the heart of the debate over how to fix Canada’s aviation system. Transport Canada recently responded to a question from a member of parliament, saying more than half of delays are “within the carrier’s control,” which allows airlines to compensate passengers under federal regulations.
When a snowstorm sweeps across the Prairies or a security alert closes an airport, such events are generally considered “outside the carrier’s control,” and the airline’s liability for domestic flights is limited to rerouting passengers. However, if delays on flights within Canada are due to factors such as crew scheduling or maintenance issues, these events may be classified as “within the control of the carrier.”
Under Canada’s Air Passenger Protection Regulations (APPR), passengers are entitled to hourly compensation for meals, fixed expenses, restaurants, transportation and other expenses. But anecdotal evidence collected by IJF from passengers and small claims filings suggests those rules aren’t always explained clearly to travelers facing delays, and CUPE says flight attendants are often caught in the middle.
“Flight attendants have witnessed firsthand how disorganized and inconsistent communication with passengers can be during flight delays,” Rolfson said. “Our members often field questions from angry or frustrated passengers about compensation. This puts them in a difficult position.”
It is recommended that Canadian compensation standards be aligned with those of Europe WestJet CEO Alexis von Hoensbroech called the system “ineffective” and costly for passengers and suggested that passengers who choose to purchase coverage should be compensated through a voluntary program. Airline passenger rights advocate Gábor Lukács said Canada should align itself with Europe, which he called the “gold standard” for passenger protection. “
‘For risks arising from events that are controllable by a single or small number of actors, the insurance model is not viable,’ he said. ‘In the EU, Israel, Turkey and other jurisdictions that have some form of passenger protection regulation, they have avoided an ‘opt-in’ model.
’WestJet and Air Canada had not responded to IJF’s questions about the flight delays by the time of publication.
