Hit by winter travel disruptions? Here’s what to know about refund timelines

Canada’s major airlines and Via Rail have promised reimbursements and refunds to customers, but processing those claims is taking time.

Canadians caught up in widespread holiday travel disruptions are seeking refunds and compensation from airlines and rail service after a severe winter storm over Christmas impacted operations — but how long should it take to get the money owed?

Thousands of travellers faced cancellations or delays due to poor weather in recent weeks, leaving many stranded in sunny destinations, sleeping on airport floors and shuffled between hotels.

There have also been complaints about lost or misplaced luggage amid the transportation chaos.

Gabor Lukacs, president of Air Passenger Rights, says there is a time period that’s reasonable for customers to give the airlines to respond — but if they don’t respond, it’s time to escalate.

“Give them first a chance to do the right thing, send a letter of demand, give the airline 30 days to pay up, and if they don’t, serve them the small claims court papers,” he said in an interview with AM640 Toronto on Tuesday. The radio station is owned by Corus Entertainment, the parent company of Global News.

“I know it may be very onerous or feel that way to the passengers, but nothing is going to change unless passengers are willing to go through that effort.”

So far, the Canadian Transportation Agency says it is facing a backlog of more than 30,000 complaints. And while Canada’s major airlines and passenger rail company, Via Rail, have promised reimbursements and refunds to impacted customers, processing those claims is taking time.

Via Rail said it has received a “high volume” of refund requests after the company cancelled all services on the Toronto-Montreal and Toronto-Ottawa routes between Dec. 24 and 26, 2022.