Air travel complaints mid-year statistics (April 1 - September 30, 2012)

Air travel complaints

Air travel complaints - informal facilitation

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 (April 1 - September 30, 2012)
Carry-over from previous reporting period 3
New complaints 68
Resolved between complainant and carrier 47
Complainant not satisfied after referral to carrier by Agency staffNote 1 16
Cases active at end of reporting period 8

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 (April 1 - September 30, 2012)
Carry-over from previous reporting period 56
Not satisfied after referral to carrier by Agency staff 16
Not satisfied after direct approach to carrier 207
Resolved via Agency informal investigative process Note 2 210
Cases active at end of reporting period 69

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.

Air travel complaints in the facilitation process (Canadian carriers)

  Mid-Year (April 1 - September 30, 2012)
TotalNote 6 143
Air Canada (excluding Jazz) 107
Air Transat 13
Jazz Aviation 6
CanJetNote 3 2
Sunwing 10
WestJet 2
OtherNote 4, Note 5 3

Notes

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

Air travel complaints in the facilitation process (foreign carriers)

  Mid-Year (April 1 - September 30, 2012)
Total Note 14 74
U.S. Carriers
United 13
American Airlines 4
OtherNote 7,Note 8 5
Subtotal 22
EU Carriers
British Airways 3
Lufthansa 5
KLM 4
Air France 6
AlitaliaNote 9 3
OtherNote 10,Note 11 2
Subtotal 23
Other Foreign Carriers
Jet Airways 5
Royal Air Maroc 3
Air India 3
OtherNote 12,Note 13 18
Subtotal 29

Notes

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

Issues cited in air travel complaints in the facilitation process (all carriers)

  Mid-Year (April 1 - September 30, 2012)
Quality of serviceNote 15 292
Flight disruptions 128
Baggage 112
Ticketing 43
Refusal to transport 33
Reservations 23
Denied boarding 17
SafetyNote 16 3
Carrier-operated loyalty programs 2
Other 8

Notes

  1. Does not include statistics where the category of complaint is unknown.
  2. Complaints may involve more than one issue. For the purposes of this chart, each issue is counted individually.

Issues cited in air travel complaints in the facilitation process (major Canadian carriers)

Mid-Year (April 1 - September 30, 2012)
  Air CanadaJazz AviationAir TransatSunwingWestJetOtherNote 17, Note 18
Total 315 23 31 30 6 14
Flight disruptions 78 3 5 3 0 1
Quality of ServiceNote 19 145 10 14 18 4 8
Baggage 28 5 3 3 0 3
Ticketing 25 2 2 0 0 1
Refusal to transport 17 1 3 3 1 1
Denied boarding 11 2 0 0 0 0
Reservations 8 0 2 1 1 0
SafetyNote 20 1 0 0 1 0 0
Carrier-operated loyalty programs 0 0 0 0 0 0
Other 2 0 2 1 0 0

 


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