Yukon Small Claims Court orders payment for costs and damages after pair were treated 'shamefully' and forced to cancel Cuba vacation
Yukon’s small claims court ordered Air Canada to pay a Yukon couple $10,000 following travel disruptions that caused the couple to be flown across three different Canadian airports, resulting in the cancellation of their long-awaited vacation to Cuba.
Nettassia Southwick and James Dolsen, the plaintiffs, departed Whitehorse in February 2023 and had two layovers scheduled before they would make it to Cuba. Issues arose when Air Canada denied them boarding at Toronto Pearson International Airport because of an overbooking error. The defendant submitted printouts of tickets to the court, demonstrating that the American Airlines tickets promised to the plaintiffs were never produced. However, the defence highlighted that a reissued ticket for an Air Canada flight to Miami was produced without the accompanying onward ticket to Cuba.
Court documents show the plaintiffs received no additional information about their Air Transat flight to Cuba but were issued boarding passes to Montreal. Bad weather delayed Air Canada's flight to Montreal, leaving 36 minutes before the Air Transat flight to Cuba was scheduled to depart. At Montréal-Pierre Elliott Trudeau International Airport, an Air Canada service desk agent rebooked Southwick and Dolsen on an American Airlines flight to Miami for the following morning.
The court document notes the plaintiffs then travelled from Montreal to Toronto and then to Edmonton as Air Canada cancelled their vacation. The plaintiffs then booked a last-minute vacation to Mexico while stuck in Edmonton.
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