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行大欺客?加拿大航空业的新规定将让乘客不再被欺负
Frustrated by airline services? New Canadian rules will benefit the passengers





20世纪80年代和90年代,我经常出差。如今虽然退休了,我仍然乘飞机到处旅游。在这些旅行过程中,我多次在机场遇到了意外情况,包括我的座位被别人占了,航班晚点和取消。航空公司对这些不便所给的补偿很少,许多情况下分文不给。

Back in the 1980's and 1990's, I did a lot of business travelling by air. Today, I am retired but still travel extensively by air to get to my touring destinations. Throughout these occasions, I encountered many unexpected situations at the airports resulting in lost of my assigned seat, delay of flights, and cancellations. Compensations for these inconveniences are minimal and in many cases non-existent.


 
今年7月15日,所有这些将发生变化。联邦政府最近公布了航空公司必须保护和赔偿乘客的新规定。新该规定将于当天生效,12月还将有进一步的规定生效。
My experiences above are about to change come July 15 this year. The Federal government recently announces new rules on airline passenger protection and compensation that will come into effect on that day with further regulations to be enforced in December.
 
新规定将涵盖往返加拿大的所有航班,包括转机。笼统地说,在航空公司所能控制的范围,如停机坪耽搁,航班取消和不让登机所造成的行程中断,航空公司就必须向乘客赔偿,航空公司要有标准来对待乘客,确保乘客按时抵达目的地。

The regulations are applicable to all flights to, from and within Canada, including connecting flights. In general, flight disruptions — tarmac delays, flight cancellations, and denials of boarding — that are within an airline's control require compensation be paid, standards of treatment be upheld and the passenger's itinerary be completed.



从2019年7月15日开始,飞机如在停机坪耽搁,航空公司则必须保证所有乘客都可以使用机上的厕所。过去,许多投诉是乘客上机后飞机几个小时不起飞,乘客呆在飞机上无法上厕所。航空公司还必须在耽搁期间内确保飞机通风良好,并根据季节确保机舱内有凉风或热风。如果可能的话,航空公司还必须向乘客提供食物和饮料,以及可以让乘客免费与飞机外的人联系(通过互联网?)。

As of July 15, 2019 a delay on the tarmac will require that all passengers have access to working toilets. In the past, complaints were logged where passengers were kept inside a plane awaiting departure for hours without working toilets. An airline will also have to ensure the aircraft is properly ventilated and kept either cool or warm depending on the time of year. Passengers will also have to be provided food and drink and the ability to communicate with people outside of the plane free of charge (internet?), if possible.



在停机坪上停留三个小时的飞机必须回到登机口,以便乘客下飞机。唯一的例外是到了三小时后,飞机将在45分钟内起飞。在这种情况下,飞机可以不用回登机口。

Planes that have been on the tarmac for three hours will be required to return to the gate so people can get off. The only exception is when a departure is likely within the first 45 minutes after the three-hour time. In that case, the plane can remain where it is.
 
由于航空公司订座超员而无法登机的乘客将获得经济补偿。补偿的金额取决于乘客应该抵达目的地所耽误的时间,新规定有标准的补偿计算方式。如果行程因超员而耽误了6个多小时,乘客会得到900元的补偿,行程被耽误了6至9小时的乘客意味着可获得最低1,800元的补偿。耽误超过9小时的乘客将得到至少$ 2,400的补偿。这些经济补偿远比目前航空公司所给的补偿要慷慨得多。

Passengers who are prevented from boarding an aircraft because of overbooking will be compensated financially depending on the length of time they are delayed from reaching their final destination based on a scale dictated by the regulations. Overbooking delays of less than six hours will require a minimum $900 payment, delays between six and nine hours mean a minimum $1,800 payment and delays longer than nine hours will see passengers compensated a minimum of $2,400. These monetary compensations are far more generous than the rates given out at the present time.


 
对于丢失或损坏的行李,航空公司将对丢失的行李承担2,100元的赔偿责任,并且还必须退还行李费。这意味着新规定实施后,航空公司要为丢失行李付出极大的代价。到目前为止,我还没有看到行李如被送错地方的赔偿条款。航空公司还必列出乘客如何携带乐器的条款,包括随身携带还是托运的乐器。

For lost or damaged baggage, an airline will be liable for $2,100 for the lost bag and will also have to refund any baggage fees paid for the lost bag. This is a hefty amount to be paid by the airlines once it is implemented. So far, I have not seen any regulations on bags that are temporarily misplaced though. Airlines are also going to have to include terms and conditions for the transportation of musical instruments - whether they are taken as a carry on or are checked into the cargo hold.
 
取消和晚点的补偿规则于2019年12月15日生效。航空公司将根据航空公司的规模向乘客提供晚点或取消航班的赔偿数额。

The rules and compensation for cancelled flights and delays are effective come December 15, 2019. Airlines will have to provide compensation to passengers for delayed or cancelled flights depending on the size of the airline。


 
晚点三至六小时,大型航空公司要赔偿乘客400元,小型航空公司为125元。晚6到9个小时,大型航空公司要赔700元,小型航空公司为250元。晚点9小时,大型航空公司要赔1,000元,而较小的航空公司为500元。航空公司不仅要确保乘客按时抵达目的地,而且他们的舱位等级不得打折扣。

Delayed arrival at a final destination of between three to six hours will cost large airlines $400 and small airlines $125. Delays of between six to nine hour will cost large airlines $700 and small airlines $250. Delays greater than nine hours will cost large airlines $1,000 and smaller airlines half that amount. No only does the passenger has to get to their final destination, but that they do so in the same class of service.

如果飞机晚点9小时,而航空公司无法自己解决晚点问题,航空公司必须到与其竞争的航空公司替乘客买票。如果乘客认为因为晚点而导致取消旅行,他们将获得退款和所需的经济补偿。航空公司还必须确保5岁以下的儿童坐在父母或监护人旁边,5至11岁的儿童要与父母坐在同一排,与父母或监护人的间隔不得超过一个座位,12岁或13岁的儿童与父母的座位距离不得超过一排。

If the delay is longer than nine hours and the passenger cannot be rebooked on the same airline, then they have to be booked on a competing airline. If the passenger decides the delay has rendered the trip useless they will get a refund and the required financial compensation. Airlines will also have to ensure that children under the age of five are seated next to their parent or guardian, children age five to 11 are in the same row and no more than one seat away from their parent or guardian and children aged 12 or 13 are no more than one row away.


 
那些不按新标准行事的航空公司可能被加拿大交通局罚款,每次违规的罚款数额可高达25,000元。

Those airlines that failed to work with the new standards can be fined up to $25,000 per incident by the Canadian Transport Agency.
 
这是有史以来飞机乘客首次获得航空公司的公平待遇,并可以从那些违规的航空公司获得合理的补偿。希望这些有利于乘客的、有突破性的规定能让我这样经常飞来飞去的旅客收益。

For the first time in a long time, the air-travellers will receive fair treatment and reasonable compensations from delinquent airlines. Let us hope these groundbreaking regulations that work in favour of the passengers will continue to benefit frequent flyers like myself.



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