A person watches as an Air Canada plane lands at Montreal-Pierre Elliott Trudeau International Airport in Montreal, Friday, Sept. 13, 2024.
A small claims court has ordered Air Canada to pay a couple $10,000, after an overbooked flight resulted in the two being sent to multiple Canadian airports under the promise of a replacement flight that never materialized, ruining a vacation that had been planned for years. After the vacation they planned for three years turned into a 'horrendous experience,' according to a legal decision released Wednesday, a couple has been awarded $10K to be paid out by Air Canada.
The couple, who live in Yukon, had saved up for three years so they could take their first vacation without their kids. They arranged time off work and child care for their three children for the nine days that they were going to be at a resort in Cuba, a trip that was scheduled for February 2023. The plaintiffs decided to take the offer, but found out hours later that the flight was not available to them, without being told why.
The judge found that the initial denial of boarding led "to enormous stress" and that Air Canada "failed completely" in its "duty to communicate." Air Canada had argued that the court did not have jurisdiction to award non-compensatory damages, that further delays were due to weather conditions out of its control, and that it had fulfilled its APPR requirements by giving the plaintiffs $2,400 each as compensation for the denial of boarding. The airline said that was its only financial obligation in the situation, according to the legal decision.
One of the focuses of the judge's decision in this recent case was the failures of using automated booking systems, and leaving the customers waiting on the phone or in line for hours trying to get in contact with a human employee.
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