When travelers shop for flights at any of Porter’s distribution channels they have to agree to the company’s policy by signature. Some of Porter’s policies disclaim liability for failing to make connections, to operate any flight according to schedule, or for changing the schedule for any flight.
Following a complaint by Gabor Lucas, a passenger rights’ advocate, the Canadian Transportation Agency decided to cancel some elements of Porter’s policy, which basically means that passengers who miss their connections or are affected by a schedule change may seek compensation from the airline.
Up until now Porter has compensated passengers “on a case-by-case basis”, and could refuse payment for expenses that were incurred as a result of delays or cancellation. Now, following CTA act, Porter will have to prove that the case was out of its control (snowstorm, terror attack, etc.) in order to not be liable.
Porter has declared that it already started to review its policy.
Having a service policy, even one that is signed by customers, doesn’t discharge a company from being aligned with both laws and regulations. Especially in regulated industries, customers will have recourse if the exclusions appear to be too one-sided.