[♪♪♪]
>> THIS IS A SPECIAL EDITION OF
YOUR "MARKETPLACE."
WE'RE IN A NEW NORMAL.
WILL THIS BE OUR FUTURE?
OR THIS?
WHAT CAN CANADA LEARN FROM
TAIWAN?
>> THESE ARE PICTURES FROM OUR
GROCERY STORES HERE.
>> DID IT EVER LOOK LIKE THAT IN
YOUR STORES?
>> NO.
WE DON'T NEED TO WORRY.
>> BACK AT HOME.
>> EXCUSE ME.
>> PANIC BUYING.
>> NO HAND SANITIZER.
NO MASKS.
>> THERE IS NO RESTOCKING GOING
ON.
>> LIMIT HOW MUCH YOU HAVE TO
TAKE.
>> COULD THE BIG CHAINS BE DOING
MORE TO STOCK UP AND STOP THE
PANIC?
>> WHEN IT COMES TO SUPPLY
CHAINS, THERE IS NO SHORTAGE.
>> THEY WOULD BE SHOCKED TO HEAR
THERE IS NO SHORTAGE.
>> AND THE BIG COST OF DOING THE
RIGHT THING.
>> AIR CANADA, PLEASE RETURN THE
MONEY.
>> BRING BACK THE BASIC FARE FOR
CANADIANS WHO ABSOLUTELY MUST
TRAVEL FOR WORK.
>> GETTING ANSWERS ON YOUR
"MARKETPLACE."
>> David: AS COVID CASES RISE
IN CANADA, SO DOES WORRY.
THE GOAL: TO AVOID WHAT'S
HAPPENING IN ITALY.
RAPID SPREAD OF COVID-19 AND
TOTAL LOCKDOWN.
WILL THIS BE OUR NEW NORMAL,
STUCK IN OUR HOMES FOR WEEKS?
OR 10,000 KILOMETRES AWAY, COULD
THIS BE OUR NEAR FUTURE?
INSIDE TAIWAN, WE'RE FOLLOWING
THE LIN FAMILY.
MASKS ARE EVERYWHERE, AND ONLY
20 CENTS EACH.
THE DAILY RITUAL BEFORE SCHOOL.
TAKING YOUR CHILD'S TEMPERATURE.
>> 4 A.M. HERE IN TORONTO.
REALLY EARLY.
BUT WE GOT TO CALL THE OPPOSITE
SIDE OF THE WORLD, TAIWAN, TO
FIND OUT WHAT LIFE IS LIKE THERE
DURING THE PANDEMIC.
HI.
I'M DAVID.
WHAT WAS IT LIKE WHEN YOU FIRST
HEARD ABOUT CORONAVIRUS IN
TAIWAN?
>> I -- I DON'T THINK IT'S A
PROBLEM FOR US.
I DON'T KNOW, BECAUSE I THINK WE
HAVE THE FEAR.
>> David: IN TAIWAN, THE ALARM
BELLS STARTED RINGING EARLY,
LONG BEFORE CANADA AND OTHERS
REACTED.
>> THEY HANDLED IT REALLY WELL.
THEY DID -- THEY CHECK YOUR
TEMPERATURE EVERYWHERE.
THEY -- AS PEOPLE ARE WEARING
MASKS.
>> David: BACK IN JANUARY, THE
WAR AGAINST COVID WAS ALREADY
MOBILIZED.
>> WE TRIED TO STOP THE VIRUS
FROM CHINA VERY EARLY ON, WHEN
THE CASE IN WUHAN SEEMS TO BE
GOING OUT OF HAND.
WE STOPPED THE EXPORT OF MASKS,
AND THEN WE START BRACING AND
THEN WE INCREASE OUR PRODUCTION.
>> Reporter: TAIWAN'S FOREIGN
MINISTER IS IN DEMAND, TAKING
PANICKED CALLS FROM OTHER
COUNTRIES, ASKING HOW TAIWAN DID
IT.
>> I DON'T THINK CANADA IS AS
LATE AS THE UNITED STATES.
AS WE SEE THE CASES SHOOTING UP.
WE DO WORRY ABOUT THE
UNITED STATES.
>> Reporter: HOW WILL PEOPLE SO
CLOSE TO THE EPICENTRE COULD
HAVE AVOIDED THE WORSE SO FAR.
>> NO, IT'S NOT OVER.
WE ARE NOT REACHING THE PEAK
YET.
>> INVESTIGATORS CONFIRMED AT
LEAST 41 PEOPLE ARE SICK WITH
THE MYSTERIOUS NEW VIRUS.
>> David: JOSEPH WU EXPLAINS
WHEN SUSPICIOUS CASES POPPED UP
IN CHINA LABELLED AS PNEUMONIA,
TAIWAN
TAIWAN INVESTIGATE FIRSTHAND.
>> THEY TOLD OFFICIALS CHINA WAS
TRYING TO HIDE SOMETHING.
THEREFORE WE GOT NERVOUS.
>> David: WEEKS LATER,
BUSINESSES ARE STILL OPEN WITH
PRECAUTIONS.
AND SOME RESTAURANTS, THE
HOSTESS TAKES EVERY DINER'S
TEMPERATURE.
AND ALONG WITH THE MENU, A
BOTTLE OF HAND SANITIZER.
CANADA HAS ABOUT SEVEN TIMES
MORE CASES THAN TAIWAN, DESPITE
BEING SO CLOSE TO CHINA.
SO HAVE WE DONE ANYTHING WRONG
AND WHAT DO WE NEED TO DO NOW?
ALL RIGHT.
TIME TO SKYPE.
[ Ringing ]
>> David: A LOT OF PEOPLE ARE
TALKING ABOUT ANXIETY LEVEL.
HOW ARE YOU FEELING?
>> AS A PARENT?
>> David: M'MM-HMM.
>> I'M REALLY TRYING TO STAY
GROUNDED BECAUSE IF I LET MYSELF
GO TOO FAR AHEAD IN MY THINKING,
I DO FEEL THE ANXIETY CREEP UP.
>> David: LOUISE GLEESON IS
SOCIAL DISTANCING AT HOME WITH
HER HUSBAND AND FOUR KIDS IN
OAKVILLE, ONTARIO.
>> I'M KIND OF WEARING A LOT OF
HATS RIGHT NOW, AND BY 10:00 AT
NIGHT, I FEEL THE WEIGHT OF
THEM.
>> David: LET ME ASK YOU ABOUT
YOUR PARENTS.
YEAH.
>> I AM DROPPING FRESHER FOOD
OFF FOR THEM.
AND TALKING TO THEM THROUGH THE
WINDOW.
IT'S BEEN HARD TO SEE ME PULL
OUT OF THE DRIVEWAY WITHOUT
COMING IN.
I GET QUITE EMOTIONAL EVERY --
I'M GOING TO GET EMOTIONAL.
EVERY TIME I PULL AWAY.
BUT I'M SO GRATEFUL THAT THEY
ARE DOWN THE STREET.
>> David: HAVE YOU HAD TROUBLE
GETTING THE THINGS YOU NEED AT
THE GROCERY STORE?
>> SO I WAS STOCKPILED AND READY
TO GO TWO, THREE WEEKS AGO.
AND I DID THE SAME FOR MY
PARENTS.
THE VIDEOS OF THE EMPTY SHELVES,
THEY CAN REALLY JUST GET YOU
GOING AND GET YOU PANICKED,
RIGHT?
THEY MAKE YOU FEEL LIKE YOU NEED
TO RUSH OUT AND LOOK FOR THAT
ONE STORE THAT HAS BREAD.
>> David: BUT IT'S NOT JUST
BREAD.
HAND SANITIZER, DISINFECTANT,
AND FACE MASKS HAVE DISAPPEARED.
IN TAIWAN, THE GOVERNMENT
STEPPED IN REQUIRING FACTORIES
TO MAKE SUPPLIES LIKE SANITIZERS
AND FACE MASKS RAPIDLY.
>> WE GOT PLENTY OF FOOD AND
TOILET PAPER.
PLENTY OF EGG ROLLS.
AND STILL PLENTY OF HAND
SANITIZER.
EVEN IS FINE.
>> David: IN TAIPEI, THEY CAN
BUY WHAT THEY NEED, NO PROBLEM.
CAN I JUST SHOW YOU PICTURES
FROM OUR GROCERY STORES HERE?
THAT'S ...
>> OH.
>> David: THAT'S TOILET PAPER.
>> TOILET PAPER, OKAY.
>> David: YEAH.
I THINK THAT IS PASTA, LIKE
SPAGHETTI.
>> OKAY.
>> David: YEAH, THOSE ARE SOME
THINGS ON SHELVES, BUT MOSTLY
THEY HAVE GONE.
DID IT EVER LOOK LIKE THAT IN
YOUR STORES?
>> NO.
>> David: TO STOP PANIC BUYING,
THERE ARE SOME RESTRICTIONS.
THE DISINFECTANT, THINGS TO
CLEAN THE COUNTERS, YOU NEVER
HAD A PROBLEM FINDING THOSE?
>> YOU CAN GO FIND ONE.
ONLY ONE.
AND YOU CAN USE AT HOME.
>> David: SO THE GOVERNMENT PUT
LIMITS ON IT AND SAID, YOU CAN
BUY IT, BUT ONLY ONE PER FAMILY?
>> YES.
PER FAMILY -- NO, PER PERSON.
ONE PERSON CAN BUY ONE.
I DON'T THINK IT'S A PROBLEM FOR
US.
YOU JUST NEED TO GO THERE AND
LINE UP FOR A LONG TIME.
>> David: YOU DO HAVE TO LINE
UP, OKAY.
>> YES.
>> David: AND WHO DOES THAT?
DO YOU DO THAT OR DO YOU MAKE
YOUR HUSBAND DO THAT?
[ Laughter ]
>> David: WE'LL HAVE MORE
INSIDE TAIWAN COMING SOON
INCLUDING HOW THEY KEEP THEIR
KIDS SAFE AT SCHOOL DURING THIS
PANDEMIC.
MEANTIME, IN CANADA, COULD
CANADIAN SUPERMARKETS HAVE ACTED
SOONER?
[♪♪♪]
>> PANIC BUYING.
>> EXCUSE ME, SORRY.
>> IN THE WAKE OF THE
CORONAVIRUS CRISIS.
THIS IS THE AFTERMATH.
>> SO WE'RE AT WALMART HERE.
IN THE TOILET PAPER SECTION, AND
AS EXPECTED, THE SHELVES ARE
EMPTY.
[♪♪♪]
>> CLEANING SUPPLIES, GONE TOO.
LIMITED CANNED GOODS.
>> YOU ARE TELLING US WHAT YOU
NEED, BUT CAN'T FIND.
>> I WANTED POTATOES.
DIDN'T SEE ANY.
I WANTED THE EGGS.
DIDN'T SEE ANY.
>> I JUST WANT YOU TO KNOW THAT
WE'RE TRYING TO KEEP OUR
DISTANCE, WE'RE TRYING TO ADHERE
TO THE SOCIAL DISTANCING RULES
IN TIME OF CRISIS.
JUST PUT SOME GROCERIES IN THE
BACK OF YOUR CAR.
WHAT DID YOU GET?
>> GOT A LITTLE FEW THINGS, LIKE
BREAD, SOME PASTA, MILK.
CHEESE.
>> MAJOR ITEMS, LIKE PAPER
TOWELS, NAPKINS, SOAP,
ET CETERA.
IT'S JUST -- IT'S NOT HERE.
>> WERE YOU ABLE TO FIND
EVERYTHING YOU NEEDED?
>> NO.
>> YOU WERE JUST INSIDE THAT
STORE.
WHAT DID YOU FIND?
>> PEOPLE ARE GOING INSANE,
BUYING EVERYTHING ON THE
SHELVES.
>> NO KIDDING.
LOOK AT THIS SOBEYS.
AND CHECK OUT THIS LOBLAWS.
NO BREAD, NO MEAT.
NO MILK.
AND WHAT ABOUT THE STUFF PEOPLE
SEE AS ESSENTIAL, AS WE DEAL
WITH THIS PANDEMIC?
>> I HAVE NO TOILET PAPER IN MY
HOUSE.
WE'RE ON KLEENEX, AND NO MEAT.
BUT I'M -- CAN TURN VEGETARIAN
FOR THE TIME BEING.
>> ALL THE CLEANING PRODUCTS,
LIKE THE LYSOLS, YOU KNOW, THE
ROYALS, THEY ARE ALL OUT OF
STOCK.
>> WHAT ABOUT SANITIZER?
>> I DON'T HAVE ANY.
WE HAVE RAN OUT.
>> ON SOCIAL MEDIA, STORES ARE
ASSURING CANADIANS THERE IS NO
SHORTAGE OF SUPPLIES, AND THEY
ARE RESTOCKING AS FAST AS THEY
CAN.
BUT THIS SHOPPER ARGUES IT'S NOT
FAST ENOUGH.
>> I WENT INTO THE GROCERY STORE
LAST WEEK, AND IT LOOKS EXACTLY
THE SAME THIS WEEK AS IT DID
LAST WEEK.
>> WHY ARE PEOPLE PANIC BUYING
IN THE FIRST PLACE?
>> IF YOU SPEAK WITH PEOPLE
AFTER COMING OUT OF THE STORES,
AND YOU ASK THEM, WELL, WHY DID
YOU BUY SO MUCH, SOMETIMES THEY
SAY, I DON'T KNOW, I DID IT
BECAUSE EVERYONE ELSE IS DOING
IT.
AND SO THIS WHOLE THING
SNOWBALLS.
>> AS Dr. STEVEN TAYLOR TELLS
OUR PRODUCER, IT'S FOMO.
FEAR OF MISSING OUT.
>> FEAR IS CONTAGIOUS.
WE SEE SOME PEOPLE OVERBUYING
AND THAT LEADS PEOPLE TO WORRY
THAT THEY HAVE NOT PURCHASED
ENOUGH AND WORRY ABOUT SCARCITY.
SO MORE PEOPLE START BUYING.
>> WE ASK HIM WHAT MORE COULD
RETAILERS DO?
>> GETS DOWN TO THE FACT THAT IF
PEOPLE CAN'T BEHAVE LIKE ADULTS,
THEN THE GOVERNMENT WILL STEP IN
AND BE THE PARENT.
IT COULD LOOK LIKE GOVERNMENTS
SETTING LIMITS ON WHAT PEOPLE
CAN BUY AS -- AS A POTENTIAL
SCENARIO.
[♪♪♪]
>> RUSS STALBERG AGREES.
HE HAS EXPERIENCED THE PANDEMIC
PANIC FIRSTHAND.
>> DESCRIBE WHAT YOU SAW.
>> PEOPLE THAT WERE SCARED,
PEOPLE THAT WERE FRIGHTENED.
I SAW TWO FIGHTS, TWO SCUFFLES.
I HAD TO BREAK ONE OF THEM UP.
>> WOW.
WHAT WENT THROUGH YOUR MIND WHEN
YOU WERE WITNESSING THIS?
>> I HAVE SEEN A LOT OF PANIC
SHOPPING, AND IT'S UNNECESSARY.
>> WHAT DO YOU THINK SHOULD BE
HAPPENING?
>> I THINK THEY SHOULD BE
LIMITING ESSENTIAL ITEMS, LIKE
THEY DO DURING A SALE.
I THINK THEY SHOULD BE LIMITING
WATER, TOILET PAPER, HAND
SANITIZER, THE SANITARY WIPES TO
CONTROL THE PANIC SHOPPING.
>> AND THAT'S THE ONE MESSAGE
THAT'S COMING THROUGH LOUD AND
CLEAR WITH THESE SHOPPERS.
>> KEEP EVERYBODY AT A LIMIT.
>> THEY SHOULD BE LIMITING
QUANTITIES OF THINGS.
>> PUT A LIMIT ON TOILET PAPER.
PUT A LIMIT ON MILK.
PUT A LIMIT ON EGGS.
PUT A LIMIT ON THINGS THAT ARE
GOING TO GO BAD THAT EVERYBODY
IS GOING TO NEED.
HOW BAD REALLY IS THIS
SITUATION?
>> COUNTRIES LIKE TAIWAN STEPPED
UP EARLY ON TO AVOID PANIC
BUYING.
BUT IN CANADA, WE HAVE SEEN
SHELVES LIKE THIS FOR WEEKS.
YOU HAVE GOT A LOT OF QUESTIONS,
AND WE'RE GOING TO GET SOME
ANSWERS FROM THE RETAIL COUNCIL
OF CANADA.
[♪♪♪]
>> SEBASTIAN, NICE TO MEET YOU.
>> HI, THERE, ASHA.
>> OF COURSE, WE'RE NOT GOING TO
SHAKE HANDS.
>> YES, YES.
[ Laughter ]
>> THIS IS THE DIRECTOR OF
GOVERNMENT RELATIONS FOR THE RCC
IN ONTARIO.
>> THE INDUSTRY GROUP REPRESENTS
MAJOR GROCERY RETAILERS LIKE
WALMART, SOBEYS, LOBLAWS, AND
METRO.
>> STORES HAVE LIMITS FOR SALES.
WHY NOT HERE?
>> M'MM-HMM.
>> THIS IS AN UNPRECEDENTED
TIME.
>> IT -- I CAN CERTAINLY AGREE
IT'S AN UNPRECEDENTED TIME.
THIS HAS BEEN QUITE AN UPTICK IN
SALES.
>> SHOULDN'T MEMBERS BE READY
FOR THAT?
I MEAN, WE HAVE BEEN HEARING
ABOUT THE CORONAVIRUS CRISIS FOR
WEEKS NOW.
>> WHEN IT COMES TO SUPPLY
CHAINS, THAT -- THERE IS NO
SHORTAGE.
SO I KNOW THAT FOLKS HAVE BEEN
SEEING EMPTY STORE SHELVES, AND
THAT HAS -- HAS CUSTOMERS
WORRIED.
>> AND THOSE CUSTOMERS ARE
LOOKING FOR AN EXPLANATION.
>> WE'RE, LIKE, GOING TO THE
GROCERY STORE EVERY COUPLE DAYS,
AND THERE IS STILL NOTHING
THERE.
>> WHAT WOULD YOU LIKE TO TELL
THEM?
>> THEY NEED TO DO SOMETHING TO
GET IT ON THE SHELVES.
>> THEY SAY THE GROCERY CHAINS
HAVE THE PRODUCTS.
THE CHALLENGE?
GETTING THEM INTO THE STORES.
>> WE HAVE AMPLE SUPPLY IN OUR
DISTRIBUTION CENTRES.
THE TROUBLE IS WE HAVE SEEN A
HUGE SPIKE IN SALES, AND GETTING
THOSE GOODS FROM THE
DISTRIBUTION CENTRES TO THE
STOREFRONTS, THAT'S -- THAT'S
WHERE THE PROBLEM HAS BEEN LYING
RIGHT NOW.
A LOT OF RETAIL MEMBERS HAVE
ASSURED ME THAT THEY ARE
STARTING TO CATCH UP.
>> I GOTTA TELL YOU, PLAYING
CATCH-UP DOESN'T REALLY SEEM TO
BE WORKING FROM WHAT WE'RE BEING
TOLD.
NO MEAT, NO DAIRY, NO MILK, NO
BREAD.
>> AND -- AND WHAT I CAN DO TO
REASSURE YOU IS -- IS I KNOW, MY
MEMBERS KNOW, THAT THERE IS
AMPLE SUPPLY.
FOOD, CANNED GOODS, ALL THE
ESSENTIAL ITEMS LIKE TOILET
PAPER, WE HAVE AMPLE SUPPLY IN
YOUR DISTRIBUTION CENTRES.
>> I KNOW YOU SAY THAT, BUT THE
AMPLE SUPPLY IS NOT MAKING ITS
WAY TO THE PEOPLE AT HOME.
THERE IS A GAP.
>> HOW WE HAVE BEEN TRYING TO
KIND OF HANDLE THAT, WE HAVE
BEEN TRYING TO WORK WITH
GOVERNMENTS.
THIS -- THIS -- WE NEED KIND OF
BROADER SOLUTIONS TO HELP
SUPPORT THE MOVEMENT OF GOODS.
>> ONE SOLUTION?
ONTARIO WILL NOW ALLOW FOOD
DELIVERY TRUCKS TO BYPASS NOISE
RESTRICTIONS SO THEY CAN WORK
AROUND THE CLOCK TO STOCK
STORES.
>> WHY NOT INSTITUTE A LIMIT FOR
ALL OF YOUR MEMBERS, ESPECIALLY
FOR THE ESSENTIALS?
>> M'MM-HMM.
THAT'S -- THAT'S SOMETHING THAT
INDIVIDUAL BRANDS NEED TO MAKE
STORE BY STORE DECISIONS BASED
ON.
THAT'S NOT A PLACE WHERE RCC IS
LOOKING TO WEIGH IN.
>> ALL EYES ARE ON YOU.
YOU REPRESENT THE BIG GROCERY
CHAINS IN CANADA.
WHAT MESSAGE DO YOU HAVE FOR
CANADIANS WHO ARE REALLY WORRIED
ABOUT NOT GETTING THE
ESSENTIALS?
>> YEAH.
I ENCOURAGE CITIZENS TO KIND OF
REMAIN CALM AND AS YOU ARE GOING
ABOUT AND PURCHASING, YEAH,
PLEASE BE AWARE OF OTHER
CONSUMERS WHO ARE LOOKING TO BUY
GOODS.
>> YOU ARE WORKING ON IT.
>> WE'RE WORKING ON IT.
>> JUST A DAY AFTER THIS
INTERVIEW, COSTCO SENT AN E-MAIL
TO ITS MEMBERS.
LIMITS HAVE BEEN IMPLEMENTED ON
CERTAIN ITEMS.
SOME OTHERS HAVE DONE THE SAME.
AND WHILST CANADA HAS NOW PUT
OUT THIS NOTE LIFTING THE NEED
FOR BILINGUAL LABELS TO OPEN THE
SUPPLY CHAIN FOR ESSENTIALS.
IN THE MEANTIME, THESE SHOPPERS
ARE DOING THEIR OWN PART TO MAKE
SURE WE ALL HAVE WHAT WE NEED.
>> I THINK PEOPLE REALLY NEED TO
SORT OF STEP UP AND SHARE WITH
EACH OTHER.
I TAPPED ON A FEW DOORS BEFORE I
LEFT TO SEE IF ANY OF MY ELDERLY
NEIGHBOURS NEEDED ANYTHING.
>> YOU DON'T HAVE TO GO CRAZY.
JUST PICK UP WHAT YOU NEED.
>> REMEMBER TO LOOK OUT FOR
STORE EMPLOYEES WHO CAN'T WORK
FROM HOME.
BE KIND FROM A DISTANCE.
>> THOSE FOLKS REALLY NEED OUR,
OUR KINDNESS RIGHT NOW.
[♪♪♪]
>> WE ARE PUTTING RAM SHANKAR'S
PATIENCE TO THE TEST.
[ Ringing ]
>> OR AIR CANADA VACATIONS IS.
>> THEY BOOKED A ONE-WAY TRIP
FOR THE MARCH BREAK FOR THE
VACATIONS TO MEXICO.
>> RAM'S TRAVEL PLANS HAVE NOW
BEEN GROUNDED BY THE PANDEMIC.
>> THANK YOU FOR CALLING THE
CUSTOMER CARE DEPARTMENT AT AIR
CANADA VACATIONS.
>> AND THIS LAWYER FROM ONTARIO
CAN'T GET HIS MONEY BACK OR
ANYONE ON THE PHONE TO TALK
ABOUT IT.
>> PLEASE RETURN THE MONEY.
I HAD TO LAY OFF STAFF.
WE NEED THAT MONEY NOW.
>> THOUSANDS OF CANADIANS ARE
MAKING THE SAME PLEA, WITH THE
WORLD'S BORDERS CLOSING, TRAVEL
BANNED, AND FLIGHTS SUSPENDED,
THEY JUST WANT A REFND.
>> MY FAMILY AND I BOOKED A TRIP
TO CUBA LAST DECEMBER FOR MARCH
BREAK.
WITH AIR TRANSAT USING TRIP
CENTRAL, BEFORE WE HAD EVER
HEARD OF COVID-19.
>> SANDRA LAVOIE FROM OTTAWA
DECIDED TO CANCEL CUBA WITH
INTERNATIONAL TRAVEL TOO RISKY.
SHE WAS TOLD SHE WOULD LOSE ALL
HER MONEY BUT SHE CANCELLED
ANYWAY.
>> SHAME ON YOU, AIR TRANSAT,
FOR MAKING US CHOOSE OUR
FAMILY'S SAFETY OVER OUR MONEY.
HAVE COMPASSION AND ISSUE US A
FULL REFUND.
>> THE WORLD'S AIRLINES, AFTER
ALL, ARE STARTING TO ASK FOR
BILLIONS IN BAILOUTS FROM
GOVERNMENTS, THOUGH MOST OF THEM
DON'T WANT TO GIVE ANY CASH TO
THEIR CUSTOMERS, ONLY CREDIT.
AND ONLY CREDIT THAT'S GOOD FOR
A LIMITED TIME, WITH FEWER
FLIGHTS TO CHOOSE FROM.
>> ONE OF TWO THINGS.
EITHER GET THE SERVICE THAT I
PAID FOR OR GET A FULL REFUND.
[♪♪♪]
>> NIK NIKOLAIDIS IS FROM
MONTRÉAL AND SUPPOSED TO BE ON A
ROUND TRIP TO ATHENS SOON, BUT
AIR CANADA HAS CHANGED HIS
TICKET TO A ONE-WAY FLIGHT TO
LONDON.
NOT EVEN THE SAME COUNTRY.
AND WITH NO RETURN.
>> SHOULD NOT HAVE TO PAY FOR A
SERVICE THAT WE DIDN'T GET.
I -- I HIRED AIR CANADA TO
PROVIDE A SERVICE TO ME.
I'M SURE OTHER PEOPLE DID THAT.
AND SINCE THEY CAN'T PROVIDE THE
SERVICE FOR, YOU KNOW -- YOU
KNOW, FOR UNFORESEEN
CIRCUMSTANCES, IT DOESN'T
MATTER.
THEY SHOULD JUST GIVE THE MONEY
BACK, AND, YOU KNOW, WE CAN ALL
MOVE ON THROUGH THESE DIFFICULT
TIMES.
>> TIME TO CALL UP AN AIR
PASSENGER RIGHTS ADVOCATE.
[ Ringing ]
>> GABOR LUKACS HAS HELPED
REWRITE THE RULES FOR PASSENGER
RIGHTS IN CANADA, AND HE SAYS
THE AIRLINES ARE CLEARLY
BREAKING THEM.
>> WHEN YOUR FLIGHT IS
CANCELLED, YOU HAVE TO GET A
REFUND TO YOUR ORIGINAL FORM OF
PAYMENT.
AIRLINES HAVE BEEN SKIRTING
THEIR OBLIGATION TO PROVIDE
REFUNDS.
>> HE SAYS THE GOVERNMENT HAS
THE POWER TO ORDER REFUNDS.
WE REACHED OUT TO THE FEDERAL
TRANSPORT MINISTER AND ALL THE
MAJOR AIRLINES ASKING ABOUT
THEIR REFUND POLICIES.
HERE'S WHAT SOME OF THEM HAD TO
SAY.
A SPOKESPERSON FOR THE TRANSPORT
MINISTER SAYS, GOVERNMENT IS
ACTIVELY MONITORING THE
SITUATION, WORKING WITH
AIRLINES, AND MAY ANNOUNCE
ADDITIONAL MEASURES.
AIR CANADA, WESTJET, AIR
TRANSAT, AND SUNWING ARE ONLY
OFFERING A CREDIT FOR FUTURE
TRAVEL, WITH TIME RESTRICTIONS.
PORTER IS OFFERING REFUNDS TO
CUSTOMERS WHO ASK, OTHERWISE
IT'S CREDIT TOO.
ONLINE SOME CANADIANS ARE
REPORTING REFUND SUCCESS, THOUGH
IT'S ALL ANECDANECDOTAL.
A WOMAN SAYS WHEN WESTJET AUFRDZ
HER CREDIT OR REBOOKING, SHE
SAID SHE KNEW HER RIGHTS AS A
PASSENGER AND GIVEN A FULL
REFUND.
GABOR LUKACS SAYS THE KEY IS
PERSISTENCE, AND HE OFFERS THESE
TIPS.
RECORD YOUR PHONE CALLS.
IT'S LEGAL IN CANADA.
KEEP GOOD RECORDS, INCLUDING
SCREEN SHOTS AND E-MAILS.
READ UP ON YOUR RIGHTS.
DON'T TAKE "NO" FOR AN ANSWER.
AND ASK TO SPEAK WITH A
SUPERVISOR.
ULTIMATELY, IF ALL ELSE FAILS,
SUE.
>> I WOULD SAY FIRST THE
PASSENGER SHOULD TRY TO GET A
REFUND TO THE AIRLINE.
THEN THEY SHOULD TRY TO GET A
REFUND THROUGH THE CREDIT CARD.
IF IT DOESN'T WORK, I WOULD SUE
BOTH THE AIRLINE AND CREDIT CARD
COMPANY.
>> SOUND ADVICE FOR ANY OF US,
INCLUDING THREE CANADIANS WHO
LISTENED TO THE WARNINGS ABOUT
NON-ESSENTIAL TRAVEL AND ARE NOW
LEARNING THE COST OF DOING THE
RIGHT THING.
[♪♪♪]
>> WHILE SOME OF US ARE STAYING
HOME, OTHERS ARE HITTING THE
STREETS.
>> YOU KNOW, THE FRONT LINES IS
QUITE BUSY WITH ALL THE PANIC
BUYING, AS YOU CAN -- AS YOU CAN
IMAGINE.
>> AND DEMAND FOR HOME
DELIVERIES IS UP.
UPS EMPLOYS 12,000 CANADIANS,
MANY OF THEM DRIVERS.
BUT SOME WORRY THAT THE COMPANY
ISN'T DOING ENOUGH TO KEEP THEM
OR THE PUBLIC SAFE.
>> NO LATEX GLOVES.
NO LYSOL STATIONS IN THE
BUILDING.
THEY ARE NOT SANITIZING THE
TRUCKS EVERY NIGHT.
THEY ARE DOING ABSOLUTELY
NOTHING TO HELP STOP US FROM
GETTING INFECTED.
>> HOW MANY PEOPLE ARE YOU
COMING IN CONTACT WITH EVERY
DAY?
>> STILL SEEING MAYBE 40 TO 50
DIFFERENT PEOPLE EVERY SINGLE
DAY, WHICH THAT HAS ME SCARED,
BECAUSE THEN I CAN BRING IT
HOME, BRING IT BACK TO THE
BUILDING, INFECT OTHERS.
AND THIS IS HOW THIS THING
SPREADS.
[♪♪♪]
>> THIS DRIVER IS SCARED OF
LOSING HIS JOB, SO WE AGREED TO
HIDE HIS IDENTITY.
>> DO I PICK MONEY OR DO I PICK
MY HEALTH?
>> OVER THE PHONE, WE HEAR THE
SAME FROM OTHER UPS DRIVERS.
>> I FEEL PERSONALLY THAT IT'S
ALL ABOUT MONEY TO UPS, AND
UNFORTUNATELY IT'S ON THE BACKS
OF THEIR FRONT-LINE WORKERS AND
THEIR HEALTH.
>> SOME DRIVERS EVEN BUYING
THEIR OWN SUPPLIES TO PROTECT
THEMSELVES AND CUSTOMERS.
>> I'M GOING TO KEEP MYSELF SAFE
AND MY FAMILY SAFE.
>> WE ASKED UPS CANADA TO
RESPOND.
THEY TELL US "VEHICLES ARE
CLEANED AND DISINFECTED DAILY"
AND THAT DRIVERS CAN USE UPS
FACILITIES OR THE WASHROOMS OF
CUSTOMERS TO WASH THEIR HANDS OR
FRESHEN UP.
WE SHARED THAT WITH THE DRIVERS,
AND THEY SAY IT DOESN'T MATTER
IF THERE IS SOAP IN THE
WAREHOUSE WHEN THEY SPEND MOST
OF TIME ON THE ROAD, AND ONE OF
THEM SAYS SOME BUSINESSES ARE
RELUCTANT TO LET THEM IN, AND HE
WOULD NEVER ASK TO USE THE
WASHROOM IN SOMEONE'S HOME.
>> DO SOMETHING TO SHOW THAT YOU
GUYS CARE ABOUT YOUR FRONT-LINE
WORKERS.
>> MANY OF US ARE WORKING FROM
HOME DURING THIS PANDEMIC, BUT
WE'RE STILL ON THE CASE.
SEND US YOUR STORIES.
marketplace@cbc.ca.
WE HAVE ALWAYS GOT YOUR BACK.
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