Want to avoid another flight cancellation or delay? Some Canadians are taking buses or taxis

Chantal Quagliara's recent return to Canada from Rome left her among travellers frustrated with airport woes, but it wasn't the international portion of her trip that was the issue.

After landing in Toronto last month, instead of waiting for another Air Canada flight, she and her partner took an airbus.

Air Canada just continually delayed the flight in 20-minute intervals for about three hours until they finally did cancel the flight.- Chantal Quagliara of London, Ont.

"Air Canada just continually delayed the flight in 20-minute intervals for about three hours until they finally did cancel the flight.

"All 30 or 40 of us who were waiting for the flight had to go to an Air Canada desk where there was one agent working," said Quagliara, who was given a card suggesting she go to the airline's website.

Instead of waiting for another Air Canada flight, however, she found a seat on a Robert Q Airbus.

"There was a lot of mistrust with the airline," Quagliara said. "We were getting different information from different people. We didn't want to run the risk of having another flight cancelled the next day." 

In an emailed statement to CBC News this week, Air Canada gave some reasons for the flight issues. 

"There are issues with government, third-party service providers, including security, customs, and air traffic control, that are impacting flights to and from Toronto and, in some cases, forcing airlines to cancel to flights."

• 'Chaos' at Toronto's Pearson airport could continue until end of August, ex-Air Canada exec says

The government has been under pressure from opposition parties and industry organizations to relax some public health measures in response to delays and long lineups at airports.

In what some hope will help alleviate those issues, Ottawa on Monday announced that starting June 20, it's suspending vaccine mandates for federal employees and for passengers wishing to board a plane or train in Canada.

According to Toronto travel agent Barry Shecter, staffing issues are behind some of the flight problems.

"They can't get pilots and they can't get crew, so flights get cancelled and therefore all the flights are full up."

Air Canada said it's working to respond to travellers' concerns.

"We are fully aware that any travel disruption is unwelcomed by our customers," the airline's emailed statement said. "We continue to work with all stakeholders to help them improve the situation."

Ground transportation limited

Robert Q AIrbus offers service between Toronto and Detroit on 16-seat buses and nine-seat vans.

With travellers like Quagliara turning to buses and taxis to make it home, Robert Q Airbus operations manager Helen Wieler said it's doing its best to meet their needs.

"We continue to try to support all of those travellers, especially last minute on very limited seating," said Wieler. 

"Right now we're at seven daily runs and we've seen peak performances coming out of Toronto due to those cancellations."

However, Wieler said, Robert Q Airbus is also experiencing some issues, operating at only 50 per cent of its pre-pandemic service schedule in part due to its own challenges in hiring drivers and buying new buses.

If your flight has been cancelled and there isn't a seat on a bus to get to London, Wieler suggests hiring a taxi or a limo service, although she admitted that can be costly.