Air travel complaints mid-year statistics (April 1 - September 30, 2013)

 


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, 2013)
Carry-over from previous reporting period 6
New complaints 75
Resolved between complainant and carrier 47
Complainant not satisfied after referral to carrier by Agency staffNote 1 21
Cases active at end of reporting period 13
Notes

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, 2013)
Carry-over from previous reporting period 135
Not satisfied after referral to carrier by Agency staff 21
Not satisfied after direct approach to carrier 393
Closed through Agency informal investigative process Note 2 303
Cases active at end of reporting period 246
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, 2013)
TotalNote 6 230
Air Canada (excluding Jazz) 167
Air Transat 14
Jazz Aviation 15
CanJetNote 3 1
Sunwing 18
WestJet 8
Porter Airlines 5
OtherNote 4, Note 5 2

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, 2013)
Total Note 15 181
U.S. carriers
UnitedNote 7 11
American Airlines 4
US Airways 3
Delta 5
OtherNote 8,Note 9 1
Subtotal 24
EU carriers
British Airways 4
Lufthansa 0
Condor 4
KLM 7
Air France 6
AlitaliaNote 10 5
Iberia 10
OtherNote 11,Note 12 2
Subtotal 38
Other foreign carriers
Swiss International 68
Jet Airways 7
Etihad Airways 2
Royal Air Maroc 1
Air India 0
Turkish Airlines 0
China Eastern 0
Cathay Pacific 1
Emirates 7
OtherNote 13,Note 14 33
Subtotal 119

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, 2013)
Quality of serviceNote 16 534
Flight disruptions 220
Baggage 128
Reservations 113
Ticketing 46
Refusal to transport 67
Fares 85
Denied boarding 39
SafetyNote 17 4
Carrier-operated loyalty programs 3
Other 4

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, 2013)

  Air CanadaJazz AviationAir TransatSunwingWestjetOtherNote 18,Note 19
Flight disruptions 120 11 1 15 6 8
Quality of serviceNote20 254 17 16 18 12 10
Baggage 38 2 7 11 7 0
Ticketing 23 2 3 0 0 0
Refusal to transport 40 4 5 2 0 0
Denied boarding 32 0 0 0 0 0
Reservations 17 0 2 0 2 1
SafetyNote 21 1 0 1 0 0 1
Carrier-operated loyalty programs 2 0 0 0 0 0
Other 3 2 1 0 0 0

 

Date modified: