97% of Air Passenger Complaint Outcomes Go Untracked by Transport Regulator: Report

Travellers wait on hold as they try and speak with their respective airlines at Toronto Pearson International Airport, as a major winter storm disrupts flights in and out of the airport on Dec. 24, 2022. The Canadian Press/Cole Burston

The Canadian Transportation Agency (CTA) doesn’t keep track of 97 percent of passenger complaint outcomes filed against airline companies, but instead uses “informal” resolution techniques for nearly almost all complaints, according to a report.

“We have no way of compelling airlines or passengers to tell us if they’ve settled a dispute between themselves without us,” said CTA’s director general of its analysis and outreach branch, according to the Globe and Mail.