In the quiet community of Fall River, Nova Scotia, Becky Cable-Munroe was planning what she hoped would be the trip of a lifetime for her 10-year-old daughter, Lucy. The mother had booked flights with Air Canada through Expedia for a surprise getaway to Toronto in November, complete with tickets to see pop sensation Sabrina Carpenter in concert, a hotel stay, and all the excitement of a big-city adventure. Lucy, vibrant and full of life, had no idea about the special plans her mom had kept secret, dreaming of the joy on her face when the surprise was revealed.

Tragedy struck last October when Lucy lost her life in a heartbreaking boating accident on Lake Rossignol in western Nova Scotia. Another young child, five-year-old Adalind Gaul, also perished in the incident, leaving families and the community reeling from the unimaginable loss. Amid the overwhelming grief, Becky's friend stepped in to handle the cancellations for the planned trip. Expedia processed refunds for the hotel and flight taxes, but directed the remaining balance—nearly $700 for Becky's ticket—to Air Canada, citing the airline's bereavement policy.

The Onset of a Prolonged Struggle

What followed was months of frustration, silence, and bureaucratic hurdles that compounded Becky's sorrow. Air Canada refunded only Lucy's portion of the ticket, leaving Becky's outstanding. Despite submitting the required death certificate and following up repeatedly via email and phone, responses were nonexistent or inadequate. Weeks turned into months with no resolution, as the airline's customer service channels seemed to swallow inquiries whole.

Becky herself reached out in February, only to be promised a decision within 30 days. That timeline came and went without word. Checking the status online, she saw the claim marked as "resolved," yet no funds appeared and no explanation was provided. "It was just really frustrating that they have such an important area of the business that they should be looking after dissatisfied customers, vulnerable customers, and yet they choose to simply ignore them," Becky shared. The emotional toll was immense; already navigating profound loss, she faced the added burden of chasing a corporation for what should have been a straightforward compassionate gesture.

Air Canada's Bereavement Policy Under Scrutiny

Air Canada's official bereavement travel policy outlines support for customers facing death or imminent death in the immediate family. It states that full refunds are available for the deceased passenger and any accompanying immediate family members whose travel is cancelled due to the tragedy. The airline emphasizes that this provision is applied correctly in several thousand cases annually, with staff trained to handle such situations empathetically.

In this instance, however, the policy faltered. Air Canada later attributed the delay to processing errors: the Expedia booking reference was inaccessible in their system, and a duplicate online refund request had triggered only a partial payout for taxes. While the airline maintains its procedures are robust, this case highlights potential gaps in handling third-party bookings and ensuring timely communication during crises.

The policy requires documentation like a death certificate, submitted via specific channels such as supportingdocuments.justifications@aircanada.ca. Yet, even with compliance, the system's automation and high volume—amid rising complaints to the Canadian Transportation Agency (CTA), which handles up to 1,400 air passenger issues weekly—can lead to oversights.

Resolution After Media Intervention

The turning point came with the involvement of CBC's Go Public on May 4, 2026. Following their inquiries, Air Canada swiftly issued the full refund to Becky and issued an apology. "We regret that our bereavement policy was not correctly applied in this instance," the airline stated, reaffirming its commitment to supporting affected customers. The quick action post-inquiry raises questions about internal responsiveness versus external pressure.

Becky emphasized that the money was secondary; it was about accountability. "It's not about the money at all, it's very much about having companies understand the impact that they have on their customers and that the customers should always be the priority." Her story, now public, serves as a poignant reminder of human vulnerability in the face of corporate processes.

Expert Perspectives on Bereavement Support

Mary Ellen Macdonald, an associate professor at McGill University specializing in bereavement research, critiques airline policies as overly procedural and lacking true compassion. "We will call it a bereavement policy. It's not a bereavement policy. It's functional and it's minimal," she notes. Such frameworks prioritize documentation over emotional support, making them difficult for grieving individuals to navigate.

Consumer advocate Daniel Tsai, founder of ConsumerRights.ca and adjunct professor at Queen’s University, calls the handling "amateur hour." He points to automated systems designed to frustrate consumers into abandonment. "A multi-billion dollar corporation that can't figure out how to get a refund done? Give me a break. That's just a bad excuse for incompetency." Tsai urges clearer policies and dedicated staff for sensitive cases.

These insights underscore a broader need for airlines to integrate empathy into operations, perhaps through specialized bereavement teams or streamlined digital processes that flag urgent, documented claims.

Similar Cases and Patterns in Airline Handling

Becky's experience echoes other disputes involving Air Canada and bereavement issues. In 2024, a British Columbia tribunal ruled against the airline in the case of Jake Moffatt, who was misled by Air Canada's AI chatbot about post-travel bereavement discounts for his grandmother's funeral. The chatbot fabricated a refund policy, and the court held the airline accountable, ordering a partial refund of C$650.88.

Earlier, in 2023, a grieving Calgary family publicly called out Air Canada and WestJet for denying bereavement fare discounts after a loved one's death, highlighting a perceived lack of compassion. Reddit threads and Facebook groups like Air Passenger Rights are filled with stories of ignored refund requests post-family deaths, often requiring death certificates emailed to specific addresses with case numbers.

These incidents reveal patterns: reliance on pre-travel requests for discounts, strict no-refund-after-travel stances, and challenges with third-party bookings. The CTA has fined Air Canada repeatedly for broader violations, including a $426,000 penalty in March 2026 for failing to offer refunds or rebookings during strikes.

Canadian Passenger Rights Framework

Canada's Air Passenger Protection Regulations (APPR), enforced by the CTA, mandate refunds for airline-cancelled flights within specified timelines—up to $1,000 in compensation for significant disruptions. However, voluntary cancellations like bereavement fall outside APPR, relying on airline goodwill policies. Passengers can file complaints with the CTA if terms are misrepresented or policies not followed.

The CTA's guidelines emphasize clear communication and fair treatment. Recent updates have increased fines to $1 million for chronic offenders, pressuring airlines like Air Canada, Canada's flag carrier, to improve. Yet, bereavement remains a gray area, prompting calls for regulatory expansion.

Public Reaction and Social Media Buzz

The story has sparked outrage online, with X (formerly Twitter) users decrying corporate greed. Posts like "A grieving mother says Air Canada left her fighting for answers — and a refund — after her 10-year-old daughter died. Corporate Greed" have circulated, amplifying calls for better customer service. While not massively trending, the sentiment aligns with growing frustration over airline practices amid high complaint volumes.

• Users share personal tales of similar delays.
• Advocates tag @AirCanada demanding policy reviews.
• Hashtags like #AirCanadaRefund and #BereavementRights gain traction locally.

Broader Implications for Airlines and Travelers

This dispute illuminates challenges in the post-pandemic aviation sector: surging demand, staffing shortages, and digitized systems straining under emotional claims. Air Canada, handling millions of passengers yearly, faces scrutiny as Canada's largest airline. Incidents like this erode trust, potentially impacting loyalty programs and bookings.

For families, the lesson is preparation: book flexible fares, document everything, and escalate via CTA early. Airlines could benefit from AI-assisted but human-overseen bereavement desks, transparent tracking, and proactive outreach.

Practical Advice for Canadians in Crisis

Facing a family emergency? Here's a step-by-step guide:

• Immediate Action: Contact the airline directly via phone; reference bereavement policy.
• Documentation: Email death certificate to supportingdocuments.justifications@aircanada.ca with case number.
• Third-Party Bookings: Coordinate with platforms like Expedia for partial refunds first.
• Escalation: If ignored after 30 days, file CTA complaint online—free and binding.
• Media/Advocates: Groups like Air Passenger Rights offer support.

Review Air Canada's full policy before travel for flexible options.

Photo by Isaac Struna on Unsplash

Looking Ahead: Calls for Compassionate Reform

As complaints rise, experts foresee pressure for bereavement-specific APPR amendments, mandating timelines and empathy training. Air Canada's response—swift post-publicity—suggests internal capabilities exist but need activation. For Becky, closure brings relief, but Lucy's memory endures. Her fight ensures others may face less resistance, reminding corporations that behind every ticket is a human story deserving dignity.

In a nation valuing community, this saga underscores the need for airlines to lead with heart, not just policy. Travelers, armed with knowledge, can demand better, fostering an industry where grief meets grace.