Questionnaire

We are consulting with Canadians on new regulations to improve consumer protection for airline passengers.

The goal of this questionnaire is to receive feedback that will help us make regulations that are fair and effective, and that protect passengers while taking into account airlines' operational realities.

It takes about 5-10 minutes to complete.

We are consulting with Canadians on new regulations to improve consumer protection for airline passengers.

The goal of this questionnaire is to receive feedback that will help us make regulations that are fair and effective, and that protect passengers while taking into account airlines' operational realities.

It takes about 5-10 minutes to complete.

Developing new air passenger protection regulations

Note: Your feedback will be submitted to the Canadian Transportation Agency for consideration. If you would like to provide feedback on multiple topics, you can submit a response to our discussion paper.

If you have any questions regarding this process, please contact the Canadian Transportation Agency via email at consultations@otc-cta.gc.ca.

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Airline's Obligation to Communicate Clearly

1. When you are travelling, how important to you is it to receive information on the following? Please rate the following on a scale from 1 to 5 where 1 is not at all important and 5 is very important.
<strong>1. When you are travelling, how important to you is it to receive information on the following? </strong> <em>Please rate the following on a scale from 1 to 5 where 1 is not at all important and 5 is very important.</em> Not at all important 1 2 3 4 Very important 5
Airline's obligations to the passengers
What to do if you have a problem, e.g. flight cancellation, delay, denied boarding, lost or damaged baggage, etc.
How to make a complaint
255
3. How would you prefer to receive information about the airline's obligations? Please rate the following on a scale from 1 to 5 where 1 is the least preferred and 5 is the most preferred.
<strong>3. How would you prefer to receive information about the airline's obligations?</strong> <em>Please rate the following on a scale from 1 to 5 where 1 is the least preferred and 5 is the most preferred.</em> Least preferred 1 2 3 4 Most preferred 5
Airline website
Smartphone applications
Email
Text
Documents issued by the airline, such as e-tickets, itineraries, boarding passes
Signage at airport
Announcements at airports
255
5. How would you prefer to receive information about what to do if you have a problem, e.g. flight disruption, lost baggage, etc.? Please rate the following on a scale where 1 is the least preferred and 5 is the most preferred.
<strong>5. How would you prefer to receive information about what to do if you have a problem, <em>e.g.</em> flight disruption, lost baggage, <em>etc</em>.?</strong> <em>Please rate the following on a scale where 1 is the least preferred and 5 is the most preferred.</em> Least preferred 1 2 3 4 Most preferred 5
Airline website
Smartphone applications
Email
Text
Documents issued by the airline, such as e-tickets, itineraries, boarding passes
Signage at airport
Announcements at airports
255
7. How would you prefer to receive information about how to make a complaint? Please rate the following on a scale where 1 is the least preferred and 5 is the most preferred.
<strong>7. How would you prefer to receive information about how to make a complaint?</strong> <em>Please rate the following on a scale where 1 is the least preferred and 5 is the most preferred.</em> Least preferred 1 2 3 4 Most preferred 5
Airline website
Smartphone applications
Email
Text
Documents issued by the airline, such as e-tickets, itineraries, boarding passes
Signage at airport
Announcements at airports
255
9. How important to you is the timing of when information about airlines obligations is communicated to you? Please rate the following on a scale where 1 is not at all important and 5 is very important.
<strong>9. How important to you is the timing of when information about airlines obligations is communicated to you? </strong> <em>Please rate the following on a scale where 1 is not at all important and 5 is very important. </em> Not at all important 1 2 3 4 Very important 5
At the time of reservation
At the airport's check-in kiosks
As soon as you encounter a problem
Prior to purchasing your ticket