Canada Orders Airlines to Prioritize Stranded Passengers
Canada's airline regulator is now directing carriers to prioritize getting stranded passengers home as quickly as possible following high-profile incidents of lengthy delays. The new directive is part of a broader push for increased accountability and improved passenger experience, potentially meaning faster rebooking and better support during disruptions.
The recent directive emerged after cartel-related violence in late February 2026 grounded flights in and out of Puerto Vallarta, Mexico, leaving many Canadians stranded. Airlines, including Air Canada, WestJet, and Flair, suspended operations, prompting the Canadian Transportation Agency (CTA) to publicly reiterate that carriers must rebook passengers on their next available flight or a competitor's flight within 48 hours if they cannot provide a flight from the original airport. This is not an isolated event. During the 2022 holiday season, severe weather led to widespread chaos, with Sunwing alone reporting over 120 delayed flights and 36 cancellations, impacting approximately 31,000 passengers. In late December 2025, another winter storm caused over 1,200 flight cancellations and 2,300 delays at Canada's four busiest airports. The surge in disruptions has led to a massive backlog of passenger complaints filed with the CTA. As of February 2026, the agency was facing a backlog of approximately 92,500 complaints, with passengers waiting an average of 987 days for a decision as of September 2025. In response to ongoing issues, the federal government has proposed significant changes to the Air Passenger Protection Regulations. These amendments, first published for consultation in December 2024, would eliminate loopholes for compensation, shifting the burden of proof to the airlines to demonstrate why a passenger shouldn't be compensated. The proposed regulations also aim to increase the maximum fine for airline violations from $25,000 to $250,000. This follows a history of fines that critics have argued are too low to be a deterrent. For example, in February 2025, WestJet was penalized $204,000 for multiple violations, and in July 2025, Flair Airlines faced penalties of $174,000. The final version of the strengthened Air Passenger Protection Regulations is not expected to be released before 2026. Until then, the existing rules, including the requirement to provide refunds or rebooking for lengthy delays and cancellations, remain in effect.
