Air Canada rejects passenger compensation claims, citing staff shortages and safety

Less than four hours before departure, Ryan Farrell was surprised to learn his flight from Yellowknife to Calgary had been cancelled.

Air Canada cited “crew constraints” and rebooked him on a plane leaving 48 hours after the June 17 flight’s original takeoff time.

Farrell was even more surprised six weeks later, when he learned his request for compensation had been denied on the basis of the staff shortage. “Since your Air Canada flight was delayed/cancelled due to crew constraints resulting from the impact of the COVID-19 pandemic on our operations, the compensation you are requesting does not apply because the delay/cancellation was caused by a safety-related issue,” reads the email from customer relations dated July 29. Read more: Air Canada trims Q2 loss as spring travel boom sends revenue soaring The rejection “feels like a slap in the face,” Farrell said. “If they don’t have replacement crew to substitute in, then the flight (was) cancelled because they failed to assemble a crew, not because any other factor would have made it inherently unsafe to run the flight,” he said in an email. “I think the airlines are trying to exploit a general emotional connection that people make between `COVID-19′ and `safety,’ when in reality if you put their logic to the test it doesn’t stand up.” Air Canada’s response to Farrell’s complaint was no outlier.

In a Dec. 29 memo, the company instructed employees to classify flight cancellations caused by staff shortages as a “safety” problem, which would exclude travellers from compensation under federal regulations.