Flight changes, cancellations causing chaos for Fort McMurray travellers

Air Canada's suspension of its direct Fort McMurray-Toronto flight is causing chaos and stress among travellers, and some say they won't be using the airline again in the future.

Nathalie Berthelot says her flights have been changed nearly a dozen times. She's trying to get back home to New Richmond, Que., to see her siblings and parents for the first time in three years.

Originally, her travel plans had her stopping in Toronto and Montreal and ending in Bathurst, N.B.

She booked her flight in February, with the first change coming on April 28.

In her original flight schedule, Berthelot made sure she had long layovers. She planned a 24-hour layover in Montreal so she could visit her aunt. 

That plan included the direct flight from Fort McMurray to Toronto, which was cancelled.

"I was devastated," said Berthelot. "I just started crying, because I miss my mom, my family and I want to go back."

She typically visits her family every year, she said.

"It's my therapy."

Last week, Air Canada announced it will cut dozens of daily flights this summer as it grapples with a series of challenges and soaring demand for travel.

The airline will reduce its schedule by 77 round trips — or 154 flights — on average, each day during July and August.

In an email, Air Canada said the route between Toronto and Fort McMurray has been temporarily suspended. 

"We fully appreciate the disappointment and inconvenience schedule changes cause customers, and we do our utmost to mitigate these regrettable situations," the statement said. 

Passengers are notified when flights are cancelled, and they are rebooked if possible.