Canadian Transportation Company overwhelmed by 2-year backlog of air passenger complaints

The Canadian Transportation Company is wrestling with a backlog of almost 14,000 air passenger complaints amassed over the previous two years, concurrently 1000’s of Canadians are demanding the company assist get their a reimbursement from flights cancelled as a result of COVID-19 pandemic.

Greater than half of the 26,000 complaints submitted to the CTA from July 2018 to April 2020 are unresolved, based on a response to an order paper query by the NDP tabled in Parliament final week on the quantity, nature and backbone of passenger complaints.


The majority of the complaints — which are supposed to be addressed inside 30 to 120 days — are for disruptions to flights together with cancellations, tarmac delays and other people being denied boarding. 

The backlog would not come as a shock to Mahesh Krishnamurthy, a Canadian dwelling within the U.S. who flies usually and has launched 4 complaints with the company over the previous 15 years.

“4 complaints, zero resolutions,” Krishnamurthy mentioned. ” it is irritating, however you understand on the finish, typically that is what authorities is.”


Krishnamurthy not too long ago submitted a criticism about an Air Canada flight from New York to Australia, which was meant to depart in April however was cancelled due to journey restrictions. His different complaints have included delays or issues with ticket costs. 

Complaints surged after new passenger protections carried out

The CTA informed CBC Information the overwhelming majority of untouched circumstances aren’t tied to the worldwide public well being disaster, which largely grounded air journey world wide.  

The variety of complaints greater than doubled after the second wave of air passenger protection regulations got here into impact in December 2019, the company mentioned.


The laws, first enacted in July 2019, are meant to make sure that each airways and passengers know what their rights are in relation to journey setbacks like delays and cancellations. The CTA is an impartial, quasi-judicial tribunal and regulator tasked with settling disputes between the purchasers and airways. 

It merely displays the challenges of dealing with a 23-fold leap in demand– Canadian Transportation Company

“The huge improve in criticism volumes has made it more and more difficult to fulfill these requirements, regardless of the mobilization of effort throughout the group,” the company wrote in an announcement to CBC Information. 


“This is not for lack of effort or dedication; it merely displays the challenges of dealing with a 23-fold leap in demand.”

The company mentioned it has tried to sort out the inflow of circumstances by resolving complaints by means of extra casual strategies together with mediation, launching inquiries to concurrently clear up widespread complaints about the identical problem and reallocating assets internally.

NDP transport critic Niki Ashton mentioned the backlog exhibits the company is not doing its job to guard passengers.


“The Canadian authorities ought to be stepping up … to ensure that Canadians’ complaints are being heard, are being resolved,” Ashton mentioned.

1000’s of complaints since onset of pandemic

The COVID-19 pandemic has solely added to the mounting pile of complaints. 

The CTA says it logged about 5,500 complaints from March 11 to Could 28, although it didn’t disclose what they had been about.


The quantity was revealed as Canadians throughout the nation are calling on the federal authorities to compel airways to refund prices for flights they had been by no means in a position to board. Most Canadian airways have supplied passengers journey vouchers redeemable inside two years — one thing the CTA has mentioned could possibly be affordable throughout these extraordinary circumstances. 

Ashton, nevertheless, believes Ottawa ought to look tougher at compensating those that cancelled their journeys.

“That is one thing that we all know is a big problem proper now,” she mentioned.


Transport Minister Marc Garneau mentioned Friday that forcing airlines to refund passengers would have a “devastating impact” on an already battered trade.

Minister of Transport Marc Garneau mentioned Canadian airways may go bankrupt in the event that they had been compelled to refund passengers billions of for flights cancelled as a result of pandemic. (Adrian Wyld/The Canadian Press)

In the meantime, the CTA says that whereas none of its companies had been suspended due to the pandemic, it did droop its interactions with airways about excellent disputes. 


That call was made to permit carriers “to give attention to quick calls for, equivalent to repatriating Canadians stranded overseas, and to regulate their operations in gentle of plummeting passenger and flight volumes,” the company mentioned.

The CTA added conversations will resume with airways beginning in July. 

CAA: ‘The system is solely clogged up’

The Canadian Car Affiliation (CAA) — a journey company and shopper group that initially pushed for the passenger protections and took half within the session course of — mentioned the CTA cannot help passengers if it would not have the staffing or assets to take action. 


“We have been saying for the reason that begin of this course of that irrespective of how good the foundations are, if we do not have good enforcement, it is merely not going to work,” mentioned CAA spokesperson Ian Jack.

“The system is solely clogged up and never working. If we do not have a system that individuals can belief as a result of it may take care of a criticism in a well timed trend, then the system simply falls aside and we’re no higher off than we had been earlier than we pushed to get this airline passenger invoice of rights.”

Canadian Car Affiliation spokesperson Ian Jack says that the CTA wants extra staffing and assets to do its job, however that the company additionally must be extra clear about its caseload. (Jean-Francois Benoit/CBC)

The CTA acquired non permanent funding from the federal authorities over the previous two fiscal years to handle the rise in complaints, however the company was not in a position to instantly verify the quantity to CBC Information. The company did say it almost doubled the variety of complaints it processed throughout that point interval.

Jack mentioned the following step is to transcend opposition events asking questions in Parliament: he desires to see knowledge about complaints and the CTA’s response instances made publicly obtainable so shoppers can see for themselves if it is working.

“If folks lose belief within the system, they’re by no means going to come back again to it and we’re not going to have an efficient air passenger rights regime on this nation,” he mentioned.


Krishnamurthy agrees.

“By the third or fourth time, you do not actually have any expectations of them really resolving the criticism,” he mentioned. ” you have to do it by yourself.”