Air Canada Tests a Third-Party, Alternative Dispute Resolution Process to Resolve APPR Cases
Source: Air Canada Carrier launching trial to test new approach to settle customer claims Air Canada today said it is beginning a limited pilot of an Alternative Dispute Resolution (ADR) process to test its effectiveness in settling customer claims for compensation filed under Canada's Airline Passenger Protection Regulations (APPR). For the test, the airline is inviting randomly selected customers to volunteer to transfer information from their outstanding CTA claims to an independent and impartial third-party ADR provider that will decide on their claims within 90 days after full information is received from both parties. Outcomes decided under the pilot will not be binding on customers, unless they accept them. Following the pilot, Air Canada will evaluate the results and consult [...]