While the Canadian Transportation Agency states airlines only have to offer travel vouchers for cancelled flights during the COVID-19 pandemic, both the European Union and the U.S. have declared that passengers are entitled to cash refunds.
While the Canadian Transportation Agency states airlines only have to offer passengers travel vouchers for cancelled flights due to the COVID-19 pandemic, both the European Union and the U.S. have declared that — under their rules — passengers are entitled to refunds.
“Canadians should have the same rights to get their refund,” said passenger Olinda Vieira of Toronto. Although Sunwing initially promised her family a refund after cancelling their March 17 trip to Cuba, the airline issued a credit for future travel instead, she said.
“In my view, they’re keeping [my money] hostage.”
Vieira is one of dozens passengers who complained to CBC News after receiving a credit or voucher instead of a refund for flights cancelled by Canadian airlines during the pandemic.
Due to a huge decline in air travel, airlines worldwide have been forced to cancel many flights or, in some cases, suspend operations entirely.
On March 18, the European Commission clarified that airlines must offer refunds for cancelled flights, as laid out in its EU passenger rights regulations.
On April 3, the U.S. Department of Transportation (DOT) also ordered airlines to offer refunds during the pandemic.
“The obligation of airlines to provide refunds … does not cease when the flight disruptions are outside of the carrier’s control,” said DOT in a statement.
Canadian airlines affected
DOT said its rules also apply to foreign airlines cancelling flights to and from the U.S. That means a Canadian airline cancelling a round-trip flight from, say, Toronto to Miami must offer passengers full refunds.
According to EU rules, Canadian airlines cancelling flights departing from Europe, including the U.K., must offer up refunds.
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On their websites, major Canadian airlines Air Canada, WestJet, Air Transat and Sunwing state they’re currently providing credit for cancelled flights which must be redeemed within 24 months.
CBC News asked all four airlines if they will issue refunds for flights that fall under U.S. and EU rules.
Only Sunwing responded, saying only its cancelled flights to Florida are affected, and that it’s waiting on advice from its U.S. l