Originally, the given reason for delay was crew constraints (they provided examples like “crew reaching their duty day limit) – based on this, AC owe us $1000 per passenger because the arrival delay was over 15 hours. Everyone at the airport also seemed to agree that this delay was within the airlines control and someone on the phone also verbally confirmed to me that they would provide us with some compensation because the delay was the airlines fault.

Now after filing for compensation, they claim that the delay was due to “crew constraints as a result of covid-19” – provided examples such as crew having covid like symptoms or being exposed to someone who tested positive (making it a safety issue). This is quite obviously a lie to get out of paying the compensation. They offered a $100 ecoupon which is another sign of them admitting they just want us to leave with something instead of persisting with the claim.

How should I proceed next? Is it better to take it to small claims court straight away or has anyone been successful in applying some pressure to the airline directly and getting the pay out?