'A slap in the face': Little-known rule says airline can keep your money without delivering what you pay for
Bbeing told a little-known rule allows the airline to keep their money without delivering on what it advertised.
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October 7, 2019 - by CBC
A Calgary-area couple is fuming after paying Air Canada hundreds of dollars for an upgraded flight package, then being told a little-known rule allows the airline to keep their money without delivering on what it advertised.
Instead, the airline offered Linda and Rick Borsato 20 per cent off a flight within the next year.
"You're treated like you're an afterthought," said Linda. "'We have your money and sorry you weren't happy. Maybe we'll do better next time. Here's a discount.' That's a slap in the face."
Aviation experts say airlines can upsell passengers without being obligated to deliver or to pay compensation — because the industry's regulator lets them make their own rules outlining their obligations to passengers during a flight.
"It's not really fair," says Prof. John Gradek, who lectures about aviation management at McGill University in Montreal.
"Unfortunately, that's the conditions by which the Canadian Transportation Agency has allowed the airlines to promote their fares."
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