OTTAWA- WestJet Airlines (WS) and Porter Airlines (PD) have been fined by the Canadian Transportation Agency after investigations found passengers were not properly assisted during flight disruptions.
The penalties involve a WestJet (WS) flight from Calgary International Airport (YYC) to Nanaimo Airport (YCD) and a Porter Airlines (PD) flight from Fort Lauderdale-Hollywood International Airport (FLL) to Montréal–Trudeau International Airport (YUL).
Canadian Regulator Penalizes Airlines
The Canadian Transportation Agency (CTA) issued a $70,000 penalty to WestJet for violations linked to a February 16, 2025, flight from Calgary to Nanaimo.
The investigation found that passengers experienced long delays without receiving the mandatory support required under Canada’s Air Passenger Protection Regulations (APPR).
According to the ruling, 16 passengers waited more than two hours after the scheduled departure time without being provided food or beverages in reasonable quantities. Under APPR rules, airlines must provide refreshments when delays extend beyond specific time thresholds.
The agency also determined that WestJet failed to offer hotel accommodation and transportation to 19 passengers who were required to wait overnight due to the disruption. These services are required when passengers cannot depart until the following day, the National Post reported.
Porter Airlines Faces Larger Penalty After Cancelled U.S. Flight
Porter Airlines received a $90,500 fine following an investigation into a disrupted flight on March 30, 2025. The flight from Fort Lauderdale to Montréal was delayed and later cancelled after passengers had already boarded and the aircraft doors were closed.
CTA investigators found that passengers were not given food or drinks in reasonable quantities during the extended delay. The airline also failed to provide timely information explaining the cancellation.
The regulator further determined that six passengers were not offered alternative travel arrangements. In addition, four passengers had not received the minimum compensation required under APPR rules or an explanation for the lack of compensation by May 5. Airlines must respond to compensation requests within 30 days.
Canada’s Air Passenger Protection Regulations
The Air Passenger Protection Regulations define airline obligations during flight delays, cancellations, and denied boarding situations. The framework requires airlines to assist with meals, accommodation, and rebooking when disruptions occur.
The regulations also allow administrative penalties of up to $25,000 per violation when airlines fail to comply with passenger rights rules.
However, critics argue that the regulatory framework is difficult for passengers to navigate. A 2021 small claims case involving Air Canada noted that the system is complex and does not provide a simple claims process for affected travelers.
Passenger Rights Advocates Criticize Enforcement
Gábor Lukács, president of the advocacy organization Air Passenger Rights, said enforcement actions often have a limited impact on airline behavior.
He described the violations issued by the CTA as similar to parking tickets rather than strong rulings. According to Lukács, most violations go unpunished, and the financial penalties imposed are too small to influence airline compliance.
He argued that meaningful enforcement would require penalties large enough to affect airline profits and discourage repeat violations.
The fines collected by the CTA are paid to the government rather than directly to affected passengers. Advocates say this approach benefits the broader traveling public but does not compensate individuals who experienced disruptions.
Airline Response and Operational Factors
Porter Airlines stated that the Florida incident involved several unusual operational factors. The airline cited severe thunderstorms, a maintenance issue, and a passenger medical emergency that caused the crew to exceed its maximum duty time limits.
These events forced the aircraft to return to the gate and ultimately led to the cancellation. Porter said limited seat availability due to weather disruptions affected rebooking options.
The airline reported that some passengers were rebooked on a newly scheduled Porter flight departing within one hour of the allowable 48-hour rebooking requirement. Porter also said procedural changes have been implemented to reduce the risk of similar incidents.
WestJet has not publicly provided additional comments regarding the ruling.
How the CTA Handles Complaints
The Canadian Transportation Agency operates as both an independent regulator and a quasi-judicial tribunal. The agency monitors airlines for regulatory compliance and may conduct investigations that lead to administrative penalties.
It also runs an air travel complaints resolution office where passengers can file disputes against airlines. Through this process, the CTA can order compensation, refunds, or reimbursements if airlines fail to meet their obligations.
Passengers must first submit a claim directly to the airline. If the airline does not respond within 30 days or the passenger is dissatisfied with the outcome, a formal complaint can be filed with the CTA for review.
According to agency data, the CTA has issued approximately $3.8 million in airline penalties over the past four years, along with an additional $980,000 in fines during the current fiscal year ending March 31, 2026.
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