CTA says total air travel complaints up last year on increased backlog
An American Airlines American Eagle plane takes off at LAX in Los Angeles, Calif., Saturday, June 11, 2022. The Canadian Transportation Agency says the total number of complaints it faced about air travel rose last year, boosted by a backlog of issues carried over from the previous year. THE CANADIAN PRESS/Sean Kilpatrick
The Canadian Press
Published Thursday, June 23, 2022 3:20PM EDT
Last Updated Thursday, June 23, 2022 3:22PM EDT
OTTAWA - The Canadian Transportation Agency says the total number of complaints it faced about air travel rose last year, boosted by a backlog of issues carried over from the previous year.
The agency says there were 28,673 complaints in total for the year up to March 31, 2022, up from 26,742 from a year earlier.
The year's total includes 12,158 new complaints, for about an eight per cent drop from the previous year, plus the carry-over of 16,515 reports from the prior year.
Flight disruptions was the biggest issue, followed by ticketing and then reservations.
The agency says it processed 15,264 complaints, up from 10,227 the previous year, with about half of resolutions processed through the airline financial aid package.
WestJet had the most complaints processed against it at 3,288, a significant jump from the 1,101 a year earlier, while Air Canada's 3,245 complaints was a decrease from the 3,481 it faced a year earlier. Air Transat had 1,483 complaints and Sunwing had 884.
The CTA says it was left with 13,409 complaints still in progress at the end of the year, a drop from the year earlier and in line with the total for the year ending March 31, 2020.
Complaints spiked considerably in the 2019-2020 year, coming in at 19,392 compared with 7,650 a year earlier. The jump was largely due to the passenger rights charter implemented that year, while problems from Air Canada's booking system and early issues with pandemic cancellations also contributed.
This report by The Canadian Press was first published June 23, 2022.