Statistics 2008-2009

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I. Agency Rulings

Total rulings by Members

  2008-2009
Total Rulings 2,649
Orders 609
Decisions 612
Permits 1,215
Final Letter Decisions 35
Interim Decisions 178

II. Dispute Resolution

Disputes resolved by the Agency

Number of disputes resolved
  2008-2009

Total number of disputes resolved

757
Disputes resolved by facilitation
Air 607
Rail 15
Marine 0
Accessible 33
Total 655
Disputes resolved by mediation
Air 1
Rail 15
Marine 0
Accessible 6
Total 22
Disputes resolved by formal adjudication
Air 23
Rail 20
Marine 1
Accessible 36
Total 80
Requests for Final Offer Arbitration administered by the Agency
  2008-2009
Total 0
Rail 0

III. Air Travel Complaints

Air travel complaints – informal facilitation

Complaints referred to carriers by the Agency
  2008-2009
New complaints 319
Resolved between complainant and carrier 276
Complainant not satisfied after referral to carrier by Agency staff1 63
Cases active at end of reporting period 43
Complaints submitted to the Agency to facilitate
  2008-2009
Carry-over from previous reporting period 162
Not satisfied after referral to carrier by Agency staff 63
Not satisfied after direct approach to carrier 572
Resolved via Agency informal investigative process2 676
Cases active at end of reporting period 121

Air travel complaints in the facilitation process (Canadian carriers)

  2008-2009
Total6 448
Air Canada (excluding Jazz) 293
Air Transat 41
Jazz Aviation 63
CanJet3 4
Sunwing 16
WestJet 7
Other4, 5 24

NOTES

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

Air travel complaints in the facilitation process (foreign carriers)

  2008-2009
Total 14 201
U.S. Carriers
American Airlines 6
Delta Airlines 8
Continental 5
United 17
US Airways 5
Other7,8 7
Subtotal 48
EU Carriers
Air France 13
Alitalia9 19
British Airways 17
Thomas Cook Airlines 1
KLM 6
Lufthansa 7
Other10,11 6
Subtotal 69
Other Foreign Carriers
Emirates 3
Air India 2
Kuwait 2
China Eastern 2
Etihad 1
Royal Air Maroc 9
Other12,13 65
Subtotal 84

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)

  2008-2009
Total 1,352
Quality of service15 314
Flight disruptions 332
Baggage 320
Ticketing 131
Refusal to transport 68
Reservations 65
Denied boarding 41
Safety16 13
Carrier-operated loyalty programs 16
Other 52

NOTES

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

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

2008-2009
  Air CanadaJazz AviationAir TransatSunwingWestJetOther17,18
Total 576 139 75 31 8 63
Flight disruptions 163 44 24 5 1 14
Quality of Service19 146 37 14 7 0 19
Baggage 86 34 19 9 2 16
Ticketing 64 5 4 2 1 4
Refusal to transport 25 4 5 3 0 3
Denied boarding 21 3 2 2 0 0
Reservations 27 2 5 3 1 4
Safety20 6 3 0 0 0 1
Carrier-operated loyalty programs 12 0 0 0 0 0
Other 26 7 2 0 3 2

NOTES

Does not include statistics where the issue cited is unknown.

IV. Air Licensing and Charters

Air carriers by nationality

Carriers holding Agency licences at year-end
2008-2009
Total 1,486
Canadian 701
U.S. 642
Other 143

Air licences held by nationality

At March 31, 2009
ServicesCanadian Aircraft Class 
 SmallMediumLargeAll CargoTotalU.S.OtherTotal
Total 998 68 151 150 1,367 678 191 2,236
Domestic 685 19 16 50 770 - - 770
Non-scheduled international 302 16 31 367 632 110 1,109
Scheduled international 31 119 69 230 46 81 357

Air licensing activities

  2008-2009
Total Air Licensing Activities 1,038
Initiated by applicant
New licences 143
Amendment of licences 61
Suspensions 131
Reinstatements 39
Cancellations 56
Exemptions/Rulings 152
Sub-total 582
Initiated by the Agency
Amendment of licences 38
Suspensions 215
Reinstatements 103
Cancellations 100
Sub-total 456

Air charter permits issued

  2008-2009
Total 943
Passenger non-resaleable entity charters 89
Cargo non-resaleable entity charters 142
Passengers resaleable 712
Additional statistics
  2008-2009
Exemptions granted to the charter regulations 566
Amendments to charter permits 272

Air charter flight notifications

2008-2009
Total 1,955
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

V. Rail Transportation

Railway infrastructure and construction

  2008-2009
Agreements processed – railway crossings 127
Decisions – railway crossings 4
Approvals – railway line locations and construction of railway crossings 2
Reviews of existing Decisions/Orders 8
Notices of railway discontinuance received 8
Complaints on railway discontinuance received 0
Net salvage value determinations21 3
New or modified certificates of fitness issued 7

VI. Marine Transportation

  2008-2009
Total applications processed 135
Approved 124
Denied 2
Withdrawn 9
Dismissed 0

Coasting trade applications

  2008-2009
Total applications processed 135
Approved 124
Denied 2
Withdrawn 9
Dismissed 0

VII. Enforcement

Enforcement activities

Periodic Inspections
  2008-2009
Total 306
Air Carriers 261
Passenger Terminals 45
Targeted Investigations Program
  2008-2009
Total 54
Contraventions
  2008-2009
Total 109
Monetary Penalties 7
Informal Warnings 89
Formal Warnings 13

  1. 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.
  2. There was a significant reduction in the VRCPI 2007-2008 due to the withdrawal of the amount of maintenance costs for hopper cars that were "embedded". 
  3. CanJet discontinued scheduled services September 10, 2006.
  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 previous reporting periods.
  6. Does not include statistics when no specific carrier is identified.
  7. Includes companies whose numbers for the current reporting period are too small to merit separate identification
  8. Includes companies who ceased operations in the current or previous reporting periods
  9. Includes complaints about the "old" Alitalia (Atalia-Linee Aerree Italiane, S.P.A)
  10. Includes companies whose numbers for the current reporting period are too small to merit separate identification
  11. Includes companies who ceased operations in the current or previous reporting periods
  12. Includes companies whose numbers for the current reporting period are too small to merit separate identification
  13. Includes companies who ceased operations in the current or previous reporting periods
  14. Does not include statistics when no specific carrier is identified
  15. 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.
  16. Similarly, the Agency does not have jurisdiction over issues related to safety, the complaints for which are mostly referred to Transport Canada.
  17. Statistics vary from previous reporting years due to the separate reporting of data for Sunwing and the inclusion of data for Skyservice.
  18. Includes Canadian carriers such as Skyservice, Canjet, Porter and Zoom, where applicable.
  19. 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.
  20. Similarly, the Agency does not have jurisdiction over issues related to safety, the complaints for which are mostly referred to Transport Canada.
  21. Includes NSV estimates performed by staff under contract with clients.
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