Why the flood of air traveller complaints has resulted in few fines against the airlines

Experts are calling on the agency responsible for enforcing air passenger protection rules to be more aggressive with fines when airlines run afoul of those regulations. The quasi-judicial Canadian Transportation Agency has the ability to fine airlines up to $25,000 if they don't comply with air passenger protection regulations that came into force in 2019. Those rules require an airline to compensate passengers for lost luggage or flight delays and cancellations that are within the airline's control. But earlier this month, the head of the CTA told the House of Commons transport committee that the agency hasn't levied a single fine for failing to compensate passengers. Tom Oommen, DG of the CTA's analysis and outreach branch, said that instead of fining airlines, the agency has focused on resolving passenger complaints. "Resolving passenger complaints puts compensation, puts refunds, put entitlements in the pockets of passengers," Oommen told CBC. "Our enforcement regime doesn't do that. The fines don't go to the passengers." But the agency is grappling with a backlog of more than 30,000 complaints from passengers who believe they weren't properly compensated. Ian Jack, a spokesperson for the Canadian Automobile Association (CAA), a non-profit travel agency, said the backlog offers an incentive for airlines to challenge passengers' compensation claims.<br/>