Was your trip disrupted? Here’s what you’re owed – and what you won’t get

The weather may clear up, but many travelers are still unable to reach their destination or return home after last week’s winter storm. Many more are still waiting for answers and refunds after their travel plans go wrong.

Hundreds of Canadians spent days stranded in Mexico, Cuba and the Dominican Republic after Sunwing repeatedly canceled their return flights. The blocked flyers say they received little information or support from the airline.

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WestJet and Air Canada passengers also reported problems reaching their destinations.

Meanwhile, some rail passengers are still waiting to reach their destination after Via Rail trains between Windsor and Quebec were halted overnight from Friday to Saturday, leaving travelers stranded on board for more than 20 hours. Via Rail resumed service between Toronto, Ottawa and Montreal on Tuesday, but warned of major delays due to congestion along the routes.

While some travelers are waiting to find out when they might reach their destination, others are wondering when they might receive refunds and compensation, i.e. if they are entitled to anything.

Air transportation rights

There are clear rules for Canadian airlines in the event of delays and cancellations, but exactly what passengers are entitled to depends on the cause of the disruption. For example, if passengers are grounded for reasons beyond the airline’s control – such as lack of crew – they are entitled to food and drink, accommodation if they have to wait night for a new flight and compensation if their flight was delayed for more than three hours.

But if the situation is outside the airline’s controllike bad weather, passengers do not receive the same standard of care or compensation.

Major airlines are also expected to rebook passengers on a new flight to their destination within 48 hours of their original departure time, even if that means rebooking them on a competitor’s flight. But small airlineslike Sunwing, are required to only book passengers on their next available flight or on another airline with which they have a partnership.

In a statement, Sunwing said it was working to arrange “recovery” flights, and said customers could book their own return flights on another airline and then submit a refund request for their unused Sunwing flight.

John Lawford, executive director of the Center for Public Interest Advocacy in Ottawa, said it appeared airlines weren’t ‘next’ with passengers over their right to be re-booked on another carrier.

“Insist on trying to get a flight on another airline…Passengers should know they have that right if they can’t be booked within two days,” Lawford said.

He recommends that any delayed or stranded passenger keep all receipts and file a claim with their airline.

Fewer rights for rail passengers

There are no equivalent passenger rights protecting rail travelers – meaning Via Rail customers whose journeys have been disrupted in recent days are only entitled to whatever the company wants them to. give.

In a statement to CBC News on Tuesday, Via Rail said passengers whose trains were canceled between Dec. 24 and 26 would automatically receive a full refund. Passengers could cancel Dec. 27 trips online and get a refund.

Customers would need contact Via Rail to request the reimbursement of a connecting flight or a round trip.

It was unclear whether passengers who spent long periods trapped on stopped trains last week would receive compensation.

Via Rail said all trains on its Toronto-Ottawa and Toronto-Montreal routes would run on the regular schedule starting Wednesday, but delays were possible.

Better accountability?

In the United States, Southwest Airlines is under increased scrutiny after canceling thousands of flights and leaving travelers stranded at airports across the country in recent days.

Both the U.S. Department of Transportation and the U.S. Senate Commerce, Science, and Transportation Committee plan to review the airline’s actions, including why it canceled even more flights after the worst inclement weather passed.

Lawford suggested that Canadian travelers could lobby lawmakers to improve air passenger rights by reaching out to their local MP to share their travel experience.

In a statement to CBC News, a spokesperson for federal Transport Minister Omar Alghabra said his office and Transport Canada are “in regular contact with airlines and airports to ensure they have what they need to ensure the safety of passengers”.

Regarding the Via Rail disruptions, the spokesperson said the government would “hold everyone involved accountable”, without providing further details.