Part of the Government of Canada, the Canadian Transportation Agency is an independent tribunal that administers federally regulated modes of transportation, including marine, air, and rail options. The organization is responsible for dispute resolution, maintaining accessibility for all, and administering economic regulations. But right now, the issue people are having with the CTA is related to their role in dispute resolution and how it impacts travelers.
The Canadian Transportation Agency is proposing an amendment to their rules and regulations that would allow them to fine anyone who breaches their confidentiality agreement. The current structure prevents passengers from openly discussing most, if not all, aspects of a complaint filed with the CTA against an airline. The proposal would allow the CTA to levy fines on any passengers who do not abide by those rules, essentially enforcing a gag order on complainants.
This has raised alarm bells among passenger rights advocates who fear that such measures will discourage wronged passengers from even approaching the CTA for guidance or support. They are concerned that being unable to discuss the process or the outcome with other passengers clouds the work of the CTA in secrecy, And a lack of transparency on the part of the CTA benefits the airlines in most cases and not the passengers.
Currently, both the complainant and the airline have to agree to waive the CTA's confidentiality agreement for details to be made public. For the most part, both sides observe that. But media pressure and public opinion also plays a part in airlines "doing the right thing" in some situations. Corporations rarely do the right thing of the own free will. Potential fines to discourage passengers from going public takes that card off the table for anyone one filing a complaint against an airline.