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Air Travel Complaints – Informal Facilitation - Updated

When the Agency receives a complaint, it must first ensure that the carrier has had an opportunity to resolve the issues raised. If not, the Agency refers the complaint to the carrier.

Complaints referred to carriers by the Agency
  Mid-year (2012)2011-20122010-20112009-2010
Carry-over from previous reporting period 3 15 25 44
New complaints 68 132 165 224
Resolved between complainant and carrier 47 120 138 203
Complainant not satisfied after referral to carrier by Agency staffNote 1 16 24 39 40
Cases active at end of reporting period 8 3 13 25

Only once the carrier has had an opportunity to resolve the complaint can the Agency begin facilitation. Some cases come from complainants who were not satisfied after being referred to the carrier; others come from complainants who already attempted to resolve the issue directly with the carrier before coming to the Agency.

 

Complaints submitted to the Agency to facilitate
  Mid-year (2012)2011-20122010-20112009-2010
Carry-over from previous reporting period 56 51 128 127
Not satisfied after referral to carrier by Agency staff 16 24 39 40
Not satisfied after direct approach to carrier 207 343 304 335
Resolved via Agency informal investigative process Note 2 210 365 422 379
Cases active at end of reporting period 69 53 49 123

NOTES

Complaints against more than one carrier are counted for each carrier involved.

The statistics in the above tables may vary slightly from the previous reporting period, due to the dynamic nature of the database which tracks complaints according to their current status.