Key Takeaways
- The July 2024 IT outage highlights the importance of travel disruption preparedness for Canadian passengers.
- Booking directly with airlines and understanding passenger rights can ease the impact of flight cancellations.
- Comprehensive travel insurance and flexibility in itineraries are essential for handling unexpected disruptions.
A major global IT outage on July 19, 2024, caused by a software update error from CrowdStrike and Microsoft, led to widespread flight cancellations and delays, particularly impacting North American air travel. The incident resulted in over 5,000 flight cancellations worldwide, with North America experiencing a 98% increase in cancellations compared to the previous month.
Canadian airports and airlines were significantly affected by the disruption. Toronto Pearson International Airport (YYZ) and Vancouver International Airport (YVR) reported substantial decreases in their on-time performance (OTP) ratings. Major Canadian carriers struggled to maintain their schedules, with some experiencing OTP drops of more than 5 percentage points.
The severity of this incident highlights the critical need for Canadian travellers to be prepared for unexpected disruptions. Industry experts emphasize that such events can occur at any time, making passenger readiness crucial.
To navigate potential air travel disruptions effectively, Canadian passengers should consider the following strategies:
Book Directly with Airlines: Booking directly with airlines often simplifies the resolution of issues during disruptions. Unlike third-party bookings, direct bookings allow for easier rebooking, refunds, and compensation processes. Airlines can provide immediate assistance to directly-booked passengers, bypassing the complications associated with third-party booking sites.
Purchase Comprehensive Travel Insurance: Travel insurance that covers flight cancellations, delays, and other disruptions is essential. Canadians should look for policies that include trip interruption, trip delay, and missed connection coverage.
Understand Airline Policies and Passenger Rights: Familiarization with airline policies on cancellations and delays is crucial. Canadian travellers should be aware of the Air Passenger Protection Regulations (APPR), which mandate specific airline obligations. For instance, passengers are entitled to rebooking or refunds for delays exceeding 3 hours.
Stay Informed and Connected: Utilizing reliable flight tracking apps, like Flighty, and subscribing to airline notifications can help passengers stay updated on their flight status. Monitoring weather reports and other factors that could influence flight schedules is also advisable.
Plan for Flexibility: Building flexibility into travel itineraries, such as allowing extra time between connecting flights and including buffer days at destinations, can mitigate the impact of disruptions.
In the event of a travel disruption, Canadian passengers should take immediate action:
- Contact the airline promptly to understand available options. Or, if you have status with an airline, such as Air Canada, you can call the concierge services for personalized assistance during disruptions. For instance, Air Canada’s Concierge Agents offer dedicated service in 37 airports worldwide for Aeroplan Super Elite Status Members and International Business Class travellers. These agents can assist with day-of-travel matters, special requests, and provide additional support during travel plan disruptions.
- Consider alternative airports, airlines, or transportation modes if disruptions are widespread.
- Utilize airport resources such as lounges and customer service desks for assistance during extended delays.
- Maintain composure when interacting with airline staff to improve chances of timely assistance.
Post-disruption, passengers should be aware of their rights to compensation under Canadian law. For delays of 3 hours or more, compensation may range from $400 to $1,000 for large airlines and $125 to $500 for small airlines, depending on the length of the delay and whether it was within the airline’s control.
Documentation of the disruption experience, including keeping receipts, records of communication with the airline, and any compensation offered, is crucial for potential claims.
The July 2024 incident has prompted discussions about improving the resilience of airline IT systems and enhancing customer service protocols. Industry analysts suggest that travellers should expect ongoing improvements in these areas but should remain prepared for potential future disruptions.
Canadian air passenger rights, as outlined in the APPR, provide significant protections. These regulations apply to all flights to, from, and within Canada, regardless of the airline’s country of origin. Key provisions include the airline’s obligation to provide food, drink, accommodation, and communication during significant delays, as well as specific compensation amounts for eligible disruptions.
The July 2024 incident serves as a reminder of the importance of passenger preparedness and knowledge of their rights. By staying informed about these rights and following the guidelines outlined in this article, Canadian travellers can better navigate potential disruptions and minimize their impact on travel plans. As technology continues to play a crucial role in air travel, passengers who are well-prepared and aware of their options are best positioned to handle unexpected challenges effectively.
