Important Information for Travellers During COVID-19
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The following information was provided in the context of the unparalleled collapse of air travel worldwide and mass flight cancellations that resulted from COVID-19. The Canadian Transportation Agency (CTA) quickly took temporary steps to address the significant impacts on the airline industry and passengers.
COVID-19 and CTA Services
During these difficult times, the Canadian Transportation Agency (CTA) continues to maintain its normal operations while our employees practice social distancing. Our dedicated employees are working remotely and are available through electronic means to provide service. You can continue to request CTA services, file applications, and do normal business with us through our normal channels.
Air Passenger Protection Obligations During COVID-19 Pandemic
On March 11, 2020, the World Health Organization assessed the outbreak of COVID-19 as a pandemic. Since the outbreak of the virus, a number of countries, including Canada, have imposed travel bans, restrictions, or advisories. Officials have also recommended behaviours, such as enhanced hygiene practices and social distancing, to mitigate the spread of the virus. The situation is evolving rapidly, and further restrictions relating to travel may be implemented.
The Canadian Transportation Agency (CTA) has taken steps to address the major impacts that the COVID-19 pandemic is having on the airline industry by making temporary exemptions to certain requirements of the Air Passenger Protection Regulations (APPR) that apply from March 13, 2020 until June 30, 2020. Other provisions of the APPR remained in force during that period.
As of June 30, 2020, the temporary exemptions to certain APPR requirements have ended and all requirements of the APPR are now applicable. However, the CTA has granted air carriers an extension to the required timeline to respond to passenger requests for compensation. Airlines have until October 28, 2020, to respond to all compensation requests that were pending as of March 25, 2020, or submitted between March 25, 2020, and September 29, 2020.
In addition to the APPR, carriers must also follow their tariffs. In light of the COVID-19 Pandemic, CTA has issued a Statement on Vouchers.
Air carriers - Exemptions due to COVID-19 pandemic
A-2020-42 | Determination | 2020-03-13
Extension of stay - COVID-19 - immediate and temporary stay of all dispute proceedings involving air carriers
2020-A-37 | Order | 2020-03-25
Air carriers - further exemptions due to COVID-19 pandemic
A-2020-47 | Determination | 2020-03-25
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