Increasing Frustration With Lengthy Processing of Air Passenger Complaints: CTA Survey

Increasing Frustration With Lengthy Processing of Air Passenger Complaints: CTA Survey
An Air Canada aircraft is parked at a gate at Vancouver International Airport in Richmond, B.C., on Dec. 26, 2022. Darryl Dyck/The Canadian Press
Matthew Horwood
Updated:
A growing number of Canadians are dissatisfied with the time it takes to resolve air passenger complaints, according to four internal surveys conducted by the Canadian Transportation Agency (CTA).

The CTA is responsible for enforcing rules that require an airline to compensate passengers when a flight is delayed or cancelled for a reason within the airline’s control. Since those rules came into effect in 2019, thousands of passengers have filed complaints alleging that airlines denied them compensation.