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CTA launches review after sudden Puerto Vallarta flight suspensions
The Canadian Transportation Agency (CTA) announced on Feb. 28, 2026, that it will investigate how airlines handled an abrupt suspension of service to Puerto Vallarta. The interruptions followed a security operation in Mexico that killed a cartel leader. Several carriers temporarily halted flights; while many later resumed service, some Canadians were left stranded for days.
What the review will look at
The CTA’s inquiry is a fact-finding exercise aimed at determining whether airlines lived up to their legal obligations during the disruption. Investigators will examine how carriers communicated with passengers, how rebookings were handled and what assistance—if any—was offered. The agency has not yet published the full scope of the probe, but warned that findings could lead to notices of violation or administrative monetary penalties.
Why this matters
Security events that force sudden cancellations create messy, fast-changing situations. The review will test whether the protections in the Air Passenger Protection Regulations (APPR) actually helped travellers on the ground. Under the APPR, carriers must rebook passengers free of charge within 48 hours when cancellations stem from factors outside the airline’s control, and they must arrange alternate travel on other carriers when necessary. The CTA will compare those rules with what happened in Puerto Vallarta to see if practice matched policy.
The agency will also weigh passenger complaints alongside carrier records and data from Global Affairs Canada, which saw a marked uptick in registrations from Canadians around the time of the incident. That surge illustrates how widespread the disruption was and why a close look at airline behavior is warranted. Depending on what investigators find, the inquiry could lead to enforcement action, recommended changes to airline procedures, or fresh guidance on documenting decisions during fast-moving security incidents.
Passengers’ experiences
Many travellers recounted days of delay and frustrating customer-service encounters. Several Canadians told CBC their flights were cancelled and that rebookings were pushed back by days or even a week. Some passengers waited more than 24 hours on hold before reaching an airline representative; others were told to arrange their own alternatives.
Examples include a WestJet passenger from Smithers, B.C., whose flight was cancelled and who didn’t receive a replacement departure until nearly a week later. A couple booked on Flair said the carrier initially rebooked them more than a week out; after repeated, unsuccessful attempts to get an earlier seat, they bought tickets on Air Canada and plan to file a complaint with the CTA.
Regulatory and legal context
The CTA operates both as a regulator and as a dispute-resolution body for airline complaints. That dual role lets it open independent reviews while also adjudicating individual APPR claims. Observers note the agency is managing a backlog, which can slow the pace of new investigations; the CTA stresses the need for thorough evidence-gathering, which often means longer waits but stronger, more defensible decisions.
What travellers can do now
If you were affected, take these practical steps:
- – Keep everything: boarding passes, receipts for extra expenses, emails and screenshots of communications with your airline. – File with the airline first and ask for written confirmation of any refund, rebooking or compensation offer. – If the carrier doesn’t resolve the issue, submit a complaint to the CTA with a clear timeline and supporting documents; the agency can mediate and issue binding decisions under the APPR. – Consider small-claims court for monetary losses if appropriate, and seek help from legal clinics or consumer-advocacy groups to organize evidence. – Canadians still abroad should register with Global Affairs Canada so consular services can reach and assist them. Also check travel insurance and credit-card coverage and file claims promptly.
A final note for travellers
Fast-moving security events expose gaps between policy and practice. Clear documentation, prompt escalation to regulators, and use of consular and insurance channels improve the odds of a satisfactory outcome. The CTA’s review will show whether current rules protect passengers in real-world disruptions—and whether airlines need to change how they respond when safety and security force sudden service changes.