About this Order

This consent order concerns violations by Air Canada of 14 CFR Part 382 (Part 382) with respect to providing passengers with timely dispositive written responses to written disability-related air travel complaints, and allowing passengers with service animals to travel in the cabin. Part 382 implements the Air Carrier Access Act (ACAA), 49 U.S.C. § 41705, and violations of that part also violate the ACAA. Further, pursuant to 14 CFR 259.5(b)(6), a covered carrier must adhere to a customer service plan which includes a commitment to properly accommodate passengers with disabilities as required by Part 382. Violations of 14 CFR Parts 259 and 382 as well as 49 U.S.C. § 41705 constitute violations of 49 U.S.C. § 41712, which prohibits carriers from engaging in unfair and deceptive practices and unfair methods of competition.