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Published 9 months ago

Backlog of air passenger complaints tops 57,000, hitting new peak

  • The backlog of air passenger complaints at Canada's transport regulator has surpassed 57,000, with an average of over 3,000 complaints per month over the past year.
  • Dissatisfaction over cancellation and compensation persists more than three years after the start of the COVID-19 pandemic. Vancouver residents Chad Kerychuk and Melissa Oei are considering filing a complaint after experiencing a six-hour delay and being separated on a flight. Their request for a refund was rejected by WestJet, stating the disruption was due to unplanned maintenance.
  • Proposed legislation aims to overhaul Canada's passenger rights charter by increasing penalties for airline violations and streamlining the complaints process. Air Passenger Rights advocacy group president, Gabor Lukacs, suggests increasing the maximum fine for airline violations and discussing who bears the regulatory cost of complaints. Some reforms will be implemented by September 30th.
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