Emails have been released which show that airline industry executives pressed federal regulators to back their position against issuing passenger refunds, days before the Canadian Transportation Agency (CTA) did just that. Disclosed under a Federal Court of Appeal order, a 22MAR 2021 letter from former Transat CEO Jean-Marc Eustache asked the CTA to issue a statement pre-empting complaints and lawsuits amid thousands of flight cancellations at the outset of the pandemic. “Clarify that the uncontrollable nature of the crisis means that no refunds to passengers are required,” he requested in order to protect the financial viability of the carriers. Three days after the letter, the CTA said that airlines could generally issue flight credits or vouchers to customers whose flights had been cancelled due to the pandemic, rather than reimbursing them.
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