进度更新 - CTA 开始查阅我们的案子了

[Julia Wang]

下面是ＣＴＡ的Mark 发给我的邮件:
 

From: "Mark Tweddle" <Mark.T...@otc-cta.gc.ca>
Date: March 28, 2014 at 12:42:04 PM PDT
To: <juli...@hotmail.com>
Subject: Case 13-03435 Re: Complaint with Sichuan Airlines

Dear Ms. Wang,

This is further to your complaint filed with the Canadian Transportation Agency (Agency), regarding the difficulties you and your fellow travellers experienced when flying with Sichuan Airlines from Shenyang, China, to Vancouver, Canada, in May of last year.

First of all, please allow me to explain that the Agency's role with respect to consumer air travel complaints is to ensure that a carrier respects the terms and conditions of carriage contained in its tariff filed with our office.  I note you referenced international conventions in your complaint, and while these may form part of a carrier's obligations, such conventions may also limit a carrier's liability in certain circumstances.

I read your description of what occurred during the delay of your Sichuan Airlines flight, and appreciate it was obviously a difficult experience for you and your fellow passengers.  However, I should advise that in terms of compensation, that the Agency only has the power to award direct out of pocket expenses resulting from an incident, and only in the event it failed to properly apply its tariff.  Claims for damages resulting from stress, suffering, frustration, and lost time are considered consequential damages, which our office does not have the power to either assess or award.

I should also caution that while I sympathise with the ordeal you described, how a carrier handles and incident or complaint is considered a quality of service matter that our office does not have the jurisdiction to address.  I realise you and your fellow passengers are not satisfied with the 500RMB compensation, our office is unable to compel the carrier to provide further compensation on this basis.

I am still in the process of reviewing your file, and Sichuan's tariff, and will be better able to advise once I have had the opportunity to do so.  In the meantime, please let me know if you have any questions.

Sincerely,


Mark Tweddle
Air Travel Complaints Directorate
Dispute Resolution Branch
Canadian Transportation Agency

[Steven Cheng]

Dear Julia,

Very appreciate your effort to communicate with CTA for requesting compensation from Sichuan Airline which provided very poor services and worse attitudes in responding its horrible delay during flight from Xian to Vancouver. Obviously a 500 yuan compensation is way behind passengers requests and there are more similar cases dealt with other air companies which did much better to comfort their customers thus keep these people staying with their services in the future. Sichuan airline should learn from these cases and improve their services so as maintain their sales. I am happy to support and help you to negotiate with CTA or Sichuan Airline if there any needs from passengers.

Thanks again for keep us posted.

Steven Cheng

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