Air Canada Faces Backlash Over ‘No-Show’ Errors That Stranded Passengers

Air Canada has mistakenly canceled return flights for several passengers, claiming they missed earlier flights despite clear evidence to the contrary. The airline deemed multiple travelers as “no-shows,” forcing them to buy new tickets home at significant costs.

Siok Har Lim, a senior traveler from Montreal, faced this issue during her November trip to Europe. She discovered at Budapest Airport that Air Canada had canceled her return flight, stating she had missed an earlier leg of her journey.

“I was very scared and did not know what to do,” Lim said. She had to purchase a new ticket home for $2,550.

Experts Raise Safety and Accountability Concerns

Airlines must track passengers accurately for safety reasons. John Milne, a professor at Clarkson University, warned that unreliable records could become a security issue.

“If their systems are failing, they need to fix it,” Milne said. He emphasized that airlines must ensure they know exactly who is on board, particularly in emergencies.

Despite presenting proof of travel—including boarding passes and photos—several passengers reported that Air Canada refused to correct its mistakes.

Passengers Struggle for Reimbursement

Upon returning home, Lim sought compensation. Air Canada suggested she contact Swiss Air, the carrier operating one leg of her flight, and offered only a $100 travel credit.

Other passengers faced similar issues. Garth Jackson, whose return flight from Tampa was canceled, showed Air Canada a selfie taken aboard the flight they claimed he missed. Even with this proof, the airline initially refused a refund.

Legal Action Against Air Canada

Frustrated travelers have resorted to legal action. Christopher Bailey from Vancouver sued the airline after it canceled his return flight and refused a refund. Despite presenting receipts and a boarding pass, the airline maintained he was not on the flight.

The court ruled in his favor, awarding him $2,000 in damages. The judge criticized Air Canada’s handling of the case, stating Bailey had provided more proof than most passengers could.

Air Canada Responds Amid Growing Complaints

The company claims these cases are rare and result from “human error or system malfunctions.” The airline now says it is reaching out to affected passengers and working on solutions to prevent similar incidents. However, many travelers remain skeptical.

A Transport Canada spokesperson confirmed the regulatory body would investigate potential non-compliance, but declined to comment on specific cases.

Uncertainty for Future Travelers

Passengers affected by these errors say they now hesitate to book with the airline. Lim remains wary of traveling internationally again, fearing another ticket cancellation and unexpected expense.

The airline’s failure to acknowledge clear evidence has left many questioning its accountability. Until the system is fixed, travelers may need to document every step of their journey to avoid costly disputes.

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