"The goal of the pilot program is to resolve customer grievances in a way that is 'faster, efficient, but most importantly fair and equitable,' said Air Canada's chief legal officer, Marc Barbeau."
"The test arbitration process will be run by a subsidiary of U.K.-based CDRL Group, a non-profit that provides dispute resolution services in the U.K. and Europe, where Barbeau says this kind of process is more common."
"Under the test program, Air Canada says a decision on each case will be made within 90 days of receiving all information from the airline and the customer."
Air Canada is pilot-testing a new dispute resolution process involving 500 randomly selected passengers with pending claims. The aim is to resolve grievances more quickly and fairly, addressing a backlog of 95,000 complaints at the Canadian Transport Agency. The arbitration process, funded by Air Canada, will be managed by a U.K.-based non-profit. Decisions will be made within 90 days, binding for Air Canada but not for consumers, who can opt for the traditional process if dissatisfied.
Read at www.cbc.ca
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