Statistics 2007-2008

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Agency Rulings

Total Rulings by Members
  2007-2008
Orders 433
Decisions 640
Permits 1,255
Final Letter Decisions 34
Interim Decisions 206
Total Rulings 2,568

NOTES

1 Unique Rulings may cover more than one case. Rulings for a particular case may also include multiple forms of Rulings.

Complaints referred to carriers
  2007-2008
 Carry-over from previous year 158
 New complaints 429
 Resolved between complainant and carrier 433
 Complainant not satisfied after referral to carrier by Agency staff 100
 Cases active at year-end 54
  • Complaints against more than one carrier are counted for each carrier involved.
Complaints submitted to the Agency for investigation
  2007-2008
 Carry-over from previous year 206
 Complainant not satisfied after referral to carrier by Agency staff 100
 Complainant dissatisfied after direct approach to carrier 525
 Resolved via Agency informal investigative process 683
 Cases active at year-end 148
  • Complaints against more than one carrier are counted for each carrier involved.
Air travel complaints submitted for investigation about Canadian carriers
  2007-2008
Air Canada (including Jazz) 310
Air Transat 38
CanJet1 2
Skyservice2 14
Sunwing 17
WestJet 8
Zoom Airlines3 18
Other4,5 5
Total 412

NOTES

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

1 CanJet discontinued scheduled services September 10, 2006.

2 Skyservice ceased operating March 31, 2010.

3 Zoom Airlines ceased operations August 28, 2008.

4 Does not include statistics when no specific carrier is identified.

5 Includes companies whose numbers for the current reporting period are too small to merit separate identification.

Air travel complaints submitted for investigation about foreign carriers
  2007-2008
Air France 15
KLM 9
Royal Air Maroc 8
Alitalia1 12
Jet Airways2 2
Emirates 3
Mexicana 3
Kuwait 2
American Airlines 6
British Airways 26
Delta Airlines 7
Lufthansa 5
United 5
US Airways 6
Other3,4,5 108
Total 217

NOTES

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

1 Includes complaints against the "old" Alitalia (Atalia-Linee Aerree Italiane, S.P.A)

2 Jet Airways began operating services to and from Canada in September 2007

3 Does not include statistics when no specific carrier is identified.

4 Includes companies whose numbers for the current reporting period are too small to merit separate identification.

5 Includes companies who ceased operations in the current or previous reporting periods.

Air travel complaints submitted for investigation about U.S. and EU carriers
  2007-2008
United States 29
European Union 112
  • Complaints about more than one carrier are counted for each carrier involved.

Categories of air travel complaints – all carriers
  2007-2008
Quality of service1 1,030
Flight disruptions 440
Baggage 470
Ticketing 209
Reservations 135
Refusal to transport 88
Denied boarding 105
Safety2 88
Carrier-operated loyalty programs3 89
Other 113
Total 2,767
  • Does not include statistics where the category of complaint is unknown.

1 While the Agency is required to report on the number and nature of complaints received, it does not have the jurisdiction to deal with air complaints involving quality or level of service issues, such as the attitude of airline staff. These fall solely within the purview of airline management.

2 Similarly, the Agency does not have jurisdiction over issues related to safety, the complaints for which are mostly referred to Transport Canada.

Categories of air travel complaints - major Canadian carriers
  Air Canada(includes Jazz)Air TransatSkyserviceSunwingWestJetOther1,2
Flight disruptions 248 22 7 12 4 28
Quality of Service3 643 36 24 16 7 19
Baggage 264 11 14 11 2 11
Ticketing 118 5 2 2 7 9
Refusal to transport 47 8 1 0 0 5
Denied boarding 71 3 0 1 0 1
Reservations 70 6 3 2 4 2
Safety4 56 3 2 3 1 1
Carrier-operated loyalty programs 82 0 0 0 1 1
Other 64 6 2 1 5 0
Total 1,663 100 55 58 31 77

NOTES

Does not include statistics where the category of complaint is unknown.

1 Statistics vary from previous reporting years due to the separate reporting of data for Sunwing.

2 Includes Canadian carriers such as Canjet, Porter and Zoom, where applicable.

3 While the Agency is required to report on the number and nature of complaints received, it does not have the jurisdiction to deal with air complaints involving quality or level of service issues, such as the attitude of airline staff. These fall solely within the purview of airline management.

4 Similarly, the Agency does not have jurisdiction over issues related to safety, the complaints for which are mostly referred to Transport Canada.

Air Licensing and Charters

Carriers holding Agency licences at year-end
 2007-2008
Canadian 719
U.S. 655
Other 138
Total 1,512
Air licensing activities initiated by applicant
 2007-2008
 New licences 154
 Amendment of licences 765
 Suspensions 150
 Cancellations 70
 Reinstatements 21
 Exemptions/Rulings 140
 Applications completed 1,300
Air licensing activities initiated by the Agency
 2007-2008
 Suspensions 209
 Cancellations 105
 Reinstatements 73
 Applications completed 387
Air charter permits issued
  2007-2008
Passenger non-resaleable entity charters 101
Cargo non-resaleable entity charters 141
Passengers resaleable 974
Total 1,216
Air charter permits issued: Additional statistics
  2007-2008
Exemptions granted to the charter regulations 517
Amendments to charter permits 280
Air charter flight notifications
  2007-2008
Canada – U.S. charters
Canadian originating (non-resaleable passenger) 574
Canadian originating (cargo) 83
United States originating (passenger) 570
United States originating (cargo) 550
Other international charters
Foreign originating (passenger) 83
Foreign originating (cargo) 95
Total 1,955

Rail Transportation

Railway infrastructure and construction
  2007-2008
Agreements processed – railway crossings 171
Decisions – railway crossings 6
Approvals – railway line locations and construction of railway crossings 5
Reviews of existing Decisions/Orders 10
Notices of railway discontinuance received 8
Complaints on railway discontinuance received 1
Net salvage value determinations* 5
New or modified certificates of fitness issued 8

*Includes NSV estimates performed by staff under contract with clients.

Marine Transportation

Coasting trade applications
  2007-2008
Total applications processed 163
Approved 144
Denied 3
Withdrawn 15
Dismissed 1

Enforcement

Enforcement Activities
  2007-2008
Periodic Inspections
  Air Carriers 232
  Passenger Terminals 34
Targeted Investigations Program 32
Total Contraventions 81
  Monetary Penalties 3
  Informal Warnings 69
  Formal Warnings 6
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