"In my mind, the only thing that will satisfy me is a full refund."

OJ Sidor was told he would get a full cash refund for his trip cancelled due to COVID-19. But Sunwing says it had to 'adjust' its policy.

Air Canada has quietly changed its refund policy to allow some customers whose flights were cancelled due to the COVID-19 pandemic to recoup their cash.

A statement on the Canadian Transportation Agency website says airlines are not required to refund passengers for flights cancelled due to the novel coronavirus.

Anyone attempting to arrange travel in or out of Canada is facing complications due to the COVID-19 pandemic.

A new set of protections are now in effect for Canadian air passengers, but one expert says he expects they won't actually do much for the average traveler.

The complaints found some agents yelled at passengers, paraded their underwear in public during baggage searches and threatened them with being able to make their flight.

Air Canada spokesperson Peter Fitzpatrick acknowledged in a statement that "in a relatively small number of cases, some customers are unfortunately encountering technical issues."

"So if a small child were on an airplane and had a little temper tantrum and hit and pulled their mother's hair, would they kick that mother off the airplane? Because it was exactly like that."

Between new flights and a hotel, Norine Khalil said the situation set her back $2,500.