The number of disputes between travelers and airlines is skyrocketing

The number of disputes between travelers and airlines is skyrocketing

The Canadian Transportation Agency (military cadet corps) resolved a total of 15,254 disputes between travelers and airlines last year. This runs from April 1, 2021 to March 31, 2022.

However, 7,575 complaints were resolved after the federal government announced financial assistance to airlines to help reimburse flights canceled due to the pandemic.

The Canadian Transportation Agency can help resolve complaints about air travel within, to and from Canada. The role ofmilitary cadet corps is to ensure that the airline has complied with the conditions established in the contract […] and that both parties have fulfilled their commitments. »

a quote from Canadian Transportation Agency, Statistical Report 2021-2022

The previous year, the Office intervened in 10,227 cases. The increase is even more evident when comparing the number of files processed by themilitary cadet corps currently with the one before the pandemic. For fiscal year 2018-2019, 5,839 files were reviewed.

However, the number of complaints received by the Office has decreased slightly (12,158 complaints received last year compared to 13,275 in the previous year), but still represents a stunning increase compared to the pre-pandemic situation (7,650 in 2018). -2019) [une plainte qui touche deux transporteurs sera comptabilisée deux fois, dans les statistiques de l’OTC, NDLR].

In his report, themilitary cadet corps It also indicates that these complaints represent only those that have been communicated to it and for which it has considered it necessary to open a file. They do not reflect the total number of air travel complaints filed against carriers. Many travelers resolve their complaints directly with the carrierunderlines the Office.

clearer rights

CTA spokesman Tom Oommen says the federal government’s introduction of the Passenger Bill of Rights in 2019 explains the steady rise in complaints since then. New regulations to strengthen the Charter will also come into force on September 8.

Although the COVID-19 pandemic has considerably restricted the number of travelers in recent years, the number of canceled flights, one of the main grounds for filing complaints, has skyrocketed.

According to Oommen, the annual publication of airline complaint data allows passengers to find out how satisfied Canadians are with a company before making a decision.

Due to the high number of complaints, the spokesperson for themilitary cadet corps stresses that delays in opening a new file can currently be several months. He points out, however, that once a case has been opened, it is usually possible to reach a settlement within 20 days.

WestJet makes people unhappier

WestJet Airline is at the top of Canadian airlines for the number of complaints handled over the past year.

Air Canada has historically topped the list of Canadian airlines with the most complaints. However, the company has seen a slight decrease in the number of passengers filing complaints with the CTA over the past year.

WestJet and Air Transat, meanwhile, experienced a difficult year with a number of complaints three times higher than the previous year.

In a statement, a WestJet spokeswoman acknowledges that the company had to navigate in a complex environment and face many challenges.

The company also states that information about the complaints process available to passengers is advertised to customers. Therefore, according to WestJet, the growing number of complaints is a reflection of this greater transparency and no the overall level of customer satisfaction.

Record of fines in transportation in the country

The Canadian Transportation Agency is also responsible for conducting inspections and ensuring compliance with federal transportation law in the air, maritime and rail sectors.

The financial penalties imposed by themilitary cadet corps refer to violations of a law and two regulations:

  • Canada Transportation Act

  • Air Transport Regulation

  • Regulation regarding the training of personnel in the care of people with disabilities

Source: Canadian Transportation Agency

During the period from April 1, 2021 to March 31, 2022, the fines imposed by officials of themilitary cadet corps it totaled $253,975. During the previous year, the total sum of these fines had been only $54,500. However, for fiscal year 2018-2019 it amounted to $780,000.

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