FILE – Travellers are seen at Vancouver International Airport in Richmond, B.C. Friday, March 13, 2020. THE CANADIAN PRESS/Jonathan Hayward

FILE – Travellers are seen at Vancouver International Airport in Richmond, B.C. Friday, March 13, 2020. THE CANADIAN PRESS/Jonathan Hayward

Canadians’ frustration mounts over lack of refunds for flights cancelled during pandemic

A trio of petitions with more than 77,000 signatures are calling for full refunds to be implemented

Canadians are increasingly showing signs of being fed up with airlines, which are offering travel vouchers rather than refunds to passengers whose flights have been cancelled due to the COVID-19 pandemic.

A trio of petitions with more than 77,000 signatures are calling for full refunds to be implemented before financial aid is handed out to airlines, two of which were presented to the House of Commons over the past 10 days.

None of Canada’s major airlines are offering to return cash to passengers for the hundreds of thousands of flight cancellations since mid-March, opting instead for 24-month vouchers.

Pressed on the issue Thursday at his daily media conference, Prime Minister Justin Trudeau said the government will look at the issue further.

“We need to have some very careful discussions with airlines, with the air travel sector and, indeed, with Canadians who are concerned to try and figure out a way forward where we can ensure that Canadians are treated fairly and our industry remains there for when our economy picks up again,” Trudeau told reporters.

READ MORE: No laws in B.C. to force businesses to offer refunds, even during a pandemic

Canada is an outlier among Western countries on the issue of refunds, with the European Union and the United States requiring airlines to offer them. The voucher offer has left some customers frustrated over a service they paid for but have not received. Some had snagged good deals but now worry they’ll have to shell out more for the equivalent trip by the time they use their travel credit.

“If we accept the vouchers, they clearly say that if the next ticket we buy costs more, we have to pay them for the difference. And if it costs less, they keep the remaining money,” said Mathieu Bouchard, who was planning to fly on Air Transat to Orlando, Fla., for an April trip to Disney World with his wife and two young children when the COVID-19 pandemic swept away their plans.

“We are not even sure we will be able to use the ticket in the time frame.”

READ MORE: Travellers, travel agents ‘in agony’ over refund policies and customer service

The pleas of passengers may have fallen on deaf ears. Last week Trudeau announced that the country’s largest employers — which include Air Canada, WestJet Airlines Ltd. and Transat AT — will be eligible for federal loans to help weather the COVID-19 economic crisis.

The loans start at $60 million for companies with at least $300 million in annual revenues under the Large Employer Emergency Financing Facility program. The LEEFF allows Ottawa to take an ownership stake in public companies — Air Canada is publicly traded — and bar executives from earning more than $1 million.

Advocates say that Canadians who have lost their jobs or closed their businesses need the refund money “desperately,” along with senior citizens and people with health problems — all of whom may never have an opportunity to redeem the 24-month vouchers.

“By offering vouchers for future travel the airlines are not meeting the wishes of their passengers and are in fact knowingly creating a coronavirus profit centre by using the money they are holding as interest-free loans,” reads a petition launched by Toronto resident Bob Scott and presented to Parliament last week by Liberal MP Yasmin Ratansi.

“The proceeds from these unredeemed coupons will flow directly to the airlines’ bottom line,” states the petition, whose online version counts more than 15,000 signatures.

Carriers are reeling from the virtual shutdown of commercial flight around the globe as borders remain closed and air travel demand hovers at record lows.

READ MORE: At least three years until ‘cataclysmic’ virus fallout recede, Air Canada exec says

Air Canada has grounded about 225 planes and 95 per cent of its capacity after losing more than $1 billion last quarter. WestJet has cancelled all flights outside of the country until July 4 and Air Transat, Porter Airlines and Sunwing Airlines Ltd. have halted all trips until late June.

For Mathieu Bouchard, concerns like the plight of the air industry feel far away. His family’s planned Disney World trip — a sequel to one three years ago — was supposed to be a throwback to a memorable visit for the family.

“What my little girl liked most about Epcot is the big sphere. She wanted to take it and bring it home,” Bouchard said.

Now he would gladly settle for a refund.

Christopher Reynolds, The Canadian Press


Like us on Facebook and follow us on Twitter.

Want to support local journalism during the pandemic? Make a donation here.

Air TravelCoronavirus

Get local stories you won't find anywhere else right to your inbox.
Sign up here

Just Posted

Mackenzie Ashley-Lynn Gilfillan was last seen Jan. 10 in the 45000-block of Menholm Road. (RCMP photo)
RCMP asking for help to find missing Chilliwack woman

Mackenzie Ashley-Lynn Gilfillan was last seen Jan. 10 in the 45000-block of Menholm Road

Chilliwack Chiefs
Chilliwack Chiefs acquire forward Ben Woodhouse from Wellington Dukes

The BCHL club swapped future considerations to the Dukes for the 20-year-old forward

Chilliwack is still one of B.C.’s COVID hot-spots, according to the latest weekly numbers from the B.C. Centre for Disease Control.
Chilliwack records 140 COVID cases over seven-day period

Chilliwack’s case count per 100,000 people is among the highest in the province

An Abbotsford man was killed in a motor vehicle accident on Highway 3 on Monday, Jan. 18. (Black Press file photo)
Abbotsford man killed in Highway 3 crash near Hedley

Fatality was discovered by passing tow truck driver

Light boxes installed recently near Five Corners, seen here on Jan. 18, 2021. (Paul Henderson/ Chilliwack Progress)
Mystery of the large light boxes in downtown Chilliwack revealed

Some suggested ‘warming stations’ for the homeless; others guessed ‘public art’ installations

Provincial health officer Dr. Bonnie Henry prepares a daily update on the coronavirus pandemic, April 21, 2020. (B.C. Government)
B.C. adjusts COVID-19 vaccine rollout for delivery slowdown

Daily cases decline over weekend, 31 more deaths

A female prisoner sent Langford police officers a thank-you card after she spent days in their custody. (Twitter/West Shore RCMP)
Woman gives Victoria-area jail 4.5-star review in handwritten card to police after arrest

‘We don’t often get thank you cards from people who stay with us, but this was sure nice to see’: RCMP

An elk got his antlers caught up in a zip line in Youbou over the weekend. (Conservation Officer Service Photo)
Elk rescued from zip line in Youbou on Vancouver Island

Officials urge people to manage items on their property that can hurt animals

A Trail man has a lucky tin for a keepsake after it saved him from a stabbing last week. File photo
Small tin in Kootenay man’s jacket pocket saved him from stabbing: RCMP

The man was uninjured thanks to a tin in his jacket

Cannabis bought in British Columbia (Ashley Wadhwani/Black Press Media)
Is it time to start thinking about greener ways to package cannabis?

Packaging suppliers are still figuring eco-friendly and affordable packaging options that fit the mandates of Cannabis Regulations

Tla-o-qui-aht First Nation Chantel Moore, 26, was fatally shot by a police officer during a wellness check in the early morning of June 4, 2020, in Edmundston, N.B. (Facebook)
Frustrated family denied access to B.C. Indigenous woman’s police shooting report

Independent investigation into B.C. woman’s fatal shooting in New Brunswick filed to Crown

Delta Police Constable Jason Martens and Dezi, a nine-year-old German Shepherd that recently retired after 10 years with Delta Police. (Photo submitted)
Dezi, a Delta police dog, retires on a high note after decade of service

Nine-year-old German Shepherd now fights over toys instead of chasing down bad guys

Nurses collect samples from a patient in a COVID suspect room in the COVID-19 intensive care unit at St. Paul’s hospital in downtown Vancouver, Tuesday, April 21, 2020. (THE CANADIAN PRESS/Jonathan Hayward)
5 British Columbians under 20 years old battled COVID-19 in ICU in recent weeks

Overall hospitalizations have fallen but young people battling the virus in hospital has increased

Most Read