Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.
The Mission Resolution Analyst (MRA) is a specialized regulatory and investigative role responsible for the management of cases formally escalated to regulatory bodies or courts of law. MRAs conduct comprehensive investigations into delay, cancellation, denied boarding, baggage claims, and other irregular operations matters that have advanced beyond first level customer complaints and now require formal regulatory or legal handling.
The role involves extensive analysis, interpretation of regulations, and the preparation of clear, defensible submissions that represent Air Canada’s position. MRAs collaborate closely with Legal, and collaborate with Operational SMEs, and Customer Care, ensuring Air Canada’s responses are accurate, compliant, and supported by evidence.
MRAs provide support and guidance to the Customer Care team on regulatory interpretation, eligibility assessments, and complex case handling. MRAs may communicate with customers, particularly regarding settlement offers, mediation, or legal process requirements.
This role requires a strong understanding of Air Canada’s network, operations, regulatory landscape, and documentation systems. MRAs maintain meticulous investigative records, ensuring data accuracy.
Responsibilities:
- Manage cases that have escalated to regulatory boards (e.g., CTA, NEBs), Alternative Dispute Resolutions or court/legal proceedings.
- Conduct thorough investigations into case facts using operational data (crew, maintenance, meteorology, ATC, SOC reporting, etc.).
- Prepare formal, defensible submissions, position statements, and evidence packages tailored to the regulatory body or jurisdiction involved.
- Coordinate with Legal to prepare detailed case documentation, factual summaries, timelines, controllability determinations, and mitigation evidence.
- Respond to regulatory inquiries and requests for information within deadlines.
- Engage in mediation or settlement processes where required by regulation or resolution strategy.
- Interpret and apply APPR, EC261/2004, US DOT, Israel, and other global passenger rights regimes, ensuring Air Canada’s compliance with all applicable regulations.
- Clarify and support determination of controllability, mitigation, and obligations for regulatory or legal review.
- Identify risk areas and escalate the need for adjustments to reduce compliance exposure.
- Guide and support the Customer Care team on frontline claim interpretation, regulatory obligations, and consistent policy application.
- Review escalations where guidance is required to ensure decisions reflect regulatory standards and accurate operational understanding.
- Maintain comprehensive, accurate investigative records
- Track regulatory case issues, details, outcomes, incident trends, and compensation statistics.
- Prepare monthly and ad hoc reports (e.g., Customer Relations submission to Transport Canada).
- Ensure data integrity and consistent case handling for analytics and process improvement.
- Work collaboratively with internal SMEs including Airports, SOC, Crew Scheduling, Maintenance, and Legal.
- Identify trends and recommend policy/process improvements to enhance compliance and customer recovery strategies.
- Participate in department initiatives, regulatory investigations, and internal reviews.
- Support continuous improvement in documentation, process, and compliance strategy.
- Additional duties as assigned.
Key Attributes (Core Competencies)
- Exceptional attention to detail and ability to work with high levels of precision
- Highly organized, structured, and effective at managing multiple deadlines
- Accurate and consistent, especially when documenting facts or drafting regulatory/legal responses
- Diligent and thorough in investigative methodology
- Calm and effective under pressure, especially with legal or regulatory deadlines
- Deadline driven and dependable with time sensitive regulatory work
- Clear, concise communicator, with the ability to interpret and assimilate technical/statutory terms into easy-to understand terms across the department’s customer base (internal/external)
- Fair, sound judgment; uses integrity and clear reasoning to balance regulatory and operational requirements while doing what’s right for customers, ensuring decisions are fair, responsible, and protect Air Canada’s brand.
- Adaptable and flexible; able to adjust quickly to evolving strategies, regulatory expectations, and operational priorities, staying effective and focused even as processes, tools, and requirements shift.
Qualifications
- College/University Degree (or equivalent combination of education and experience)
- Customer care and recovery experience gained within the travel industry (preferably airline)
- Proficient with Air Canada systems; able to navigate key operational and accurately interpret system outputs; prior experience with Air Canada tools and platforms is an asset.
- Strong understanding of Air Passenger Protection Regulations (APPR), European Regulations 261/2004 (EU) and other air travel regulations an asset
- A commitment to teamwork, the ability to multi-task in a fast-paced environment and adapt to change
- Highly proficient with the MS Office Suite of software products is a requirement
Conditions of Employment:
Candidates must be eligible to work in the country of interest at the time any offer of employment is made and are responsible for obtaining any required work permits, visas, or other authorizations necessary for employment. Prior to their start date, candidates will also need to provide proof of their eligibility to work in the country of interest.
Linguistic Requirements
Based on equal qualifications, preference will be given to bilingual candidates.
Diversity and Inclusion
Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.
As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.
Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.
