US EditionAir travelers face lengthy backlog in resolving complaints through CTA
The Canadian Transportation Agency's backlog of 85,000 complaints stems from a surge in flight disruption claims since 2019 and recent Air Canada strike impacts, with complaints rising over 40,000 annually.
- The Canadian Transportation Agency warned that Air Canada customers should prepare for long waits as unresolved complaints remain high in Canada.
- Since the 2019 federal compensation rules, complaints have increased, with more than 33,600 closed in the 2024-25 fiscal year, expanding the Canadian Transportation Agency's backlog.
- The Canadian Transportation Agency implemented a new system in 2023 and closed more than 33,600 complaints in 2024-25, but the backlog of about 85,000 complaints persisted as of Aug. 14.
- With the backlog growing, passengers face 1.5 to two-year waits for resolution through the Canadian Transportation Agency, and Gabor Lukacs, president of Air Passenger Rights, urged pursuing small claims court as an alternative.
- The CTA's year-to-date figures indicate sustained pressure on its system, with complaints in 2022-23 skyrocketing from the prior fiscal 2021-22 year baseline of around 12,000.
25 Articles
25 Articles
The Canadian Transportation Agency has seen its backlog of complaints grow since the adoption of new rules in 2019.
Air Travelers Face Lengthy Backlog in Resolving Complaints Through CTA
Air Canada customers looking to lodge a complaint with the regulator over their experience during the flight attendants’ strike should prepare for a wait. The Canadian Transportation Agency says its backlog of air travel complaints stood at about 85,000 as of Aug. 14, two days before the strike started. The backlog has been growing since the federal government passed rules that came into force in 2019 that set compensation amounts for flight del…
NiagaraFallsReview.ca
Air travelers face lengthy backlog in resolving complaints through CTA
Air Canada customers looking to lodge a complaint with the regulator over their experience during the flight attendants' strike should prepare for a wait.
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