Air Canada tests a new pilot program for resolving passenger claims under Canada's Airline Passenger Protection Regulations through ADR.
Air Canada has launched a limited pilot of an alternative dispute resolution process to settle passenger claims under Canada's Airline Passenger Protection Regulations, reports LA's GlobeNewswire.
The airline stated that randomly selected customers with outstanding claims filed at the Canadian Transportation Agency will be invited to transfer their cases to Canada Aviation Dispute Resolution, an independent third-party provider. Decisions will be issued within 90 days once full information is received.
Outcomes will be binding on Air Canada but not on customers, who may decline the arbitrator's decision and continue with the CTA process. There is no cost to participate, and there will be no impact on existing claims.
Marc Barbeau, Air Canada's executive vice president and chief legal officer, mentioned that ADR is widely used in Europe and offers a fair and efficient way to resolve disputes. He added that the pilot is designed to test its effectiveness in Canada.
The airline has consulted with Transport Canada and the CTA on the design of the pilot. Approximately 500 customers have been invited to take part, with the aim of improving efficiency and consistency in resolving passenger complaints.
