Stranded B.C. flyers out thousands amid flight cancellations due to Friday's ground stop
Some frustrated Air Canada passengers say spotty communication and a lack of rebooking help has left them paying thousands out of pocket amid widespread flight cancellations due to the FAA-ordered ground stop Friday.
Air Canada says it cancelled about 250 flights Friday, affecting roughly 27,000 passengers
Arden McLeod · CBC News
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Some frustrated Air Canada passengers say spotty communication and a lack of rebooking help have left them paying out of pocket amid widespread flight cancellations.
British Columbians Patricia Arndt, Corey Shack, Nancy Kristoff and Lisa Dolinski were in Cancun, Mexico, celebrating a 50th birthday but had to spend thousands of dollars to stay in Mexico after their return flight was cancelled.
"You just feel lost," said Arndt. "You’re going to have to figure it out yourself."
The U.S. Federal Aviation Administration (FAA) issued a ground stop on Friday afternoon due to communications problems at regional air traffic control centres, stemming from a maintenance issue, according to officials.
Air Canada says it cancelled roughly 250 flights Friday, affecting about 27,000 passengers following the FAA's order.
In an email, a spokesperson for Vancouver International Airport (YVR) said there were 54 flight cancellations Friday and another 23 related cancellations Saturday morning.
Unclear updates
Arndt said Air Canada didn’t communicate updated information in a timely manner. The airline told them they would receive an update about rebooking within 30 minutes, Arndt said, but no update came.
The four travellers said their return flight faced a two-hour delay and gate change before they received a text message saying it had been cancelled. They were forced to split up to find accommodations.
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Duration
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Between booking resorts and paying for trips to and from the airport, they estimated each of them spent roughly $2,000 to $3,000, with some families paying even more.
"That was the most frustrating part, because other airlines were communicating with their customers and we were getting zero communication," said Kristoff.
Dolinski woke up first thing Saturday to seek help at the Cancun International Airport, since she said Air Canada’s online platforms weren’t allowing them to book alternate flights home.
Dolinski said the Air Canada line only had one agent tending to it, and they waited three hours before eventually booking an alternate flight home on Wednesday.
Rerouting issues
She said some of her group members booked through Air Canada without extra charge but had to spend money on accommodations, while others paid out of pocket for their flights home but were able to secure a seat on Sunday flights.
McKenzie McMillan, managing partner at Travel Group in Vancouver, said Friday's mass cancellations were unlike anything seen in decades.
"This was a dramatic situation that unfolded yesterday for tens of thousands of passengers," he said.
McMillan says because these cancellations stem from an issue outside airlines’ control, airlines won’t be on the hook to cover those additional costs.
According to the Canadian Transportation Agency, if an airline delays or cancels a flight for reasons outside its control, it's not obligated to compensate affected passengers and the requirement to provide minimum assistance, like paying for food, drink or accommodation, does not apply.
McMillan said even though the FAA lifted its ground-stop order, it will likely take more than a week for airlines to get back to a normal schedule.
Air Canada says it has added flights where possible to help affected passengers, but further disruptions are expected as aircraft and crews remain out of position across its network.
ABOUT THE AUTHOR
Arden McLeod, from Vancouver, is an associate producer with CBC News. He has a passion for community storytelling, local news, and reflecting the values of B.C. He graduated from the British Columbia Institute of Technology's broadcast and online journalism program. You can reach him at Arden.McLeod@cbc.ca.
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