Air Canada Pilots ADR Process for Passenger Complaints

MONTRÉAL, April 08, 2026 (GLOBE NEWSWIRE) -- 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).

Air Canada has initiated a trial of a third-party alternative dispute resolution (ADR) process aimed at resolving complaints related to the Air Passenger Protection Regulations (APPR). This process seeks to streamline claims made by passengers and to enhance customer service by providing a more efficient means for addressing grievances. By partnering with a third-party provider, Air Canada aims to reduce the backlog of complaints and ensure that passenger rights are effectively managed in accordance with federal regulations.

The APPR was established to protect the rights of air travelers, ensuring that they are compensated for flight delays, cancellations, and other travel disruptions. However, with the increase in travel post-pandemic, Air Canada has experienced a surge in the number of complaints, prompting the airline to explore new ways to handle these disputes.

The trial will allow Air Canada to assess the effectiveness of outsourcing parts of the complaint resolution process while maintaining transparency and accountability. By leveraging the expertise of third-party professionals, Air Canada hopes to enhance the passenger experience and encourage more travelers to utilize the air travel system with confidence.

Participating in the trial will not only enable Air Canada to address existing complaints but will also set a precedent for future procedures in handling similar cases. This initiative highlights the airline's commitment to improving customer satisfaction amid challenges faced by the industry.