Canada’s aviation authority has announced an investigation into the recent flight disruptions in Puerto Vallarta, Mexico. Canadian airlines suddenly stopped operations to the popular tourist destination following violent incidents across Mexico triggered by the death of a prominent cartel leader. Although the airlines have since resumed services, some passengers are still stranded, prompting the Canadian Transportation Agency (CTA) to look into whether the airlines fulfilled their obligations to customers in Mexico.
The CTA stated that it will gather evidence to ensure that the airlines complied with all legal requirements during the specific event. The investigation could result in notices of violation and financial penalties. The duration of these investigations varies based on complexity and other factors.
As of Tuesday, over 61,000 Canadians in Mexico had registered with Global Affairs Canada, a significant increase from 18,000 on the day of the violence. The Air Passenger Protection Regulations mandate that airlines rebook passengers within 48 hours at no cost in case of uncontrollable circumstances. Larger airlines, including Flair, must arrange alternative flights for affected passengers if rebooking is not possible within the designated timeframe.
Numerous Canadian travelers, like Norma Jean Adzich from Smithers, B.C., have experienced delays in returning home from Mexico. Adzich and her friend faced flight cancellations and struggled to rebook with WestJet, eventually securing a return flight for March 1, a week after their original departure date. Concerns have been raised about the adequacy of airline efforts to assist stranded customers.
Douglas Connors and Alexandru Sonoc, vacationing in Puerto Vallarta, also faced flight cancellations with Flair Airlines. After failed attempts to rebook, they independently arranged a flight home with Air Canada. The couple intends to file a complaint with the CTA regarding the rebooking issues.
Marina Pavlović, an associate professor at the University of Ottawa, highlighted the CTA’s dual role as a regulator and resolver of airline complaints. She mentioned the existing backlog of complaints that the CTA is managing, emphasizing the additional strain that the Mexico investigation could introduce.
The CTA’s investigation aims to ensure airline compliance and passenger welfare in challenging situations like those witnessed in Puerto Vallarta, Mexico.