Statistics 2011-2012

Statistical tables

Total Rulings by Members

  2011-20122010-20112009-2010
Total Rulings 1,826 2,253 2,711
Orders 546 613 539
Decisions 467 518 511
Permits 635 894 1,417
Final Letter Decisions 19 23 33
Interim Decisions 159 205 211

Notes

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

II. Dispute Resolution

Disputes resolved by the Agency

Number of disputes resolved
  2011-20122010-20112009-2010
Total number of disputes resolved 350 472 425
Disputes resolved by facilitation
Air 293 374 329
Rail 2 9 25
Marine 0 1 0
Accessible 12 16 12
Total 307 400 366
Disputes resolved by mediation
Air 0 0 0
Rail 5 6 5
Marine 0 0 1
Accessible 1 5 6
Total 6 11 12
Disputes resolved by formal adjudication
Air 13 22 16
Rail 9 11 8
Marine 9 21 20
Accessible 6 7 3
Total 37 61 47

 

Requests for Final Offer Arbitration administered by the Agency
  2011-20122010-20112009-2010
Total 2 1 2
Rail 2 1 2

III. Air Travel Complaints

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
  2011-20122010-20112009-2010
Carry-over from previous reporting period 15 25 44
New complaints 132 165 224
Resolved between complainant and carrier 120 138 203
Complainant not satisfied after referral to carrier by Agency staffNote 1 24 39 40
Cases active at end of reporting period 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
  2011-20122010-20112009-2010
Carry-over from previous reporting period 51 128 127
Not satisfied after referral to carrier by Agency staff 24 39 40
Not satisfied after direct approach to carrier 343 304 335
Resolved via Agency informal investigative process Note 2 365 422 379
Cases active at end of reporting period 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.

Air Travel Complaints in the Facilitation Process (Canadian Carriers) - Updated

  2011-20122010-20112009-2010
TotalNote 6 215 219 235
Air Canada (excluding Jazz) 152 135 139
Air Transat 23 29 25
Jazz Aviation 10 16 22
CanJetNote 3 6 7 7
Sunwing 12 16 20
WestJet 8 11 11
OtherNote 4, Note 5 4 5 11

Notes

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

Air Travel Complaints in the Facilitation Process (Foreign Carriers) - Updated

  2011-20122010-20112009-2010
Total Note 14 145 119 136
U.S. Carriers
United 16 8 4
American Airlines 5 5 4
OtherNote 7,Note 8 8 16 13
Subtotal 29 29 21
EUCarriers
British Airways 13 4 4
Lufthansa 10 9 4
KLM 7 7 8
Air France 6 12 18
AlitaliaNote 9 6 4 7
OtherNote 10,Note 11 13 5 7
Subtotal 55 41 48
Other Foreign Carriers
Jet Airways 8 3 7
Royal Air Maroc 5 8 8
Air India 2 5 3
OtherNote 12,Note 13 46 33 49
Subtotal 61 49 67

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) - Updated

  2011-20122010-20112009-2010
Quality of serviceNote 15 551 233 224
Flight disruptions 226 158 199
Baggage 123 148 163
Ticketing 68 68 75
Refusal to transport 53 67 53
Reservations 33 44 38
Denied boarding 23 25 19
SafetyNote 16 8 8 6
Carrier-operated loyalty programs 3 7 0
Other 13 12 40

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) - Updated

2011-2012
  Air CanadaJazz AviationAir TransatSunwingWestJetOther Note 21, Note 22
Total 479 29 60 38 25 30
Flight disruptions 113 8 8 7 6 2
Quality of ServiceNote 23 236 16 37 18 11 14
Baggage 36 3 5 7 4 6
Ticketing 35 0 1 2 1 0
Refusal to transport 24 1 5 2 0 1
Denied boarding 18 0 0 0 0 0
Reservations 8 0 4 2 1 2
SafetyNote 24 2 0 0 0 2 3
Carrier-operated loyalty programs 0 0 0 0 0 0
Other 7 1 0 0 0 2
2010-2011
  Air CanadaJazz AviationAir TransatSunwingWestJetOtherNote 25,Note 26
Total 306 37 60 34 20 20
Flight disruptions 63 9 9 7 3 5
Quality of ServiceNote 27 95 10 22 12 7 5
Baggage 47 9 6 8 3 5
Ticketing 35 2 4 2 4 0
Refusal to transport 20 1 14 4 2 5
Denied boarding 19 5 0 0 0 0
Reservations 15 0 5 1 1 0
SafetyNote 28 6 0 0 0 0 0
Carrier-operated loyalty programs 0 0 0 0 0 0
Other 6 1 0 0 0 0
2009-2010
  Air CanadaJazz AviationAir TransatSunwingWestJetOtherNote 29 ,Note 30
Total 308 49 46 47 28 34
Flight disruptions 80 21 13 7 7 11
Quality of ServiceNote 31 83 15 13 22 13 9
Baggage 55 8 5 6 4 9
Ticketing 33 1 3 2 1 0
Refusal to transport 23 0 4 4 1 4
Denied boarding 14 0 0 1 0 0
Reservations 11 1 7 1 2 0
SafetyNote 32 1 0 0 4 0 1
Carrier-operated loyalty programs 0 0 0 0 0 0
Other 8 3 1 0 0 0

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
  2011-20122010-20112009-2010
Total 1,493 1,514 1,505
Canadian 692 710 703
U.S. 634 645 644
Other 167 158 158

Air licences held by nationality

At March 31, 2012
 Services Canadian Aircraft Class  
SmallMediumLargeAll CargoTotalU.S.OtherTotal
Total 974 64 150 152 1,340 669 224 2,233
Domestic 683 21 14 49 767 - - 767
Non-scheduled international 280 19 14 29 342 622 133 1,097
Scheduled international 11 24 122 74 231 47 91 369

 

At March 31, 2011
 Services Canadian Aircraft Class  
SmallMediumLargeAll CargoTotalU.S.OtherTotal
Total 992 65 152 144 1,353 681 211 2,245
Domestic 696 21 15 48 780 - - 780
Non-scheduled international 285 20 15 28 348 634 125 1,107
Scheduled international 11 24 122 68 225 47 86 358

 

At March 31, 2010
 Services Canadian Aircraft Class  
SmallMediumLargeAll CargoTotalU.S.OtherTotal
Total 989 68 155 148 1,360 678 211 2,249
Domestic 689 19 15 49 772 - - 772
Non-scheduled international 290 18 15 30 353 632 127 1,112
Scheduled international 10 31 125 69 235 46 84 365

Air licensing activities

  2011-20122010-20112009-2010
Total Air Licensing Activities 873 1,036 1,087
Initiated by applicant
New licences 112 148 168
Amendment of licences 73 70 76
Suspensions 110 134 93
Reinstatements 24 23 27
Cancellations 56 36 50
Exemptions/Rulings 144 191 204
Sub-total 519 602 618
Initiated by the Agency
Amendment of licences 10 42 11
Suspensions 187 236 241
Reinstatements 94 102 120
Cancellations 63 54 97
Sub-total 354 434 469

Air charter permits issued

  2011-20122010-20112009-2010
Total 635 810 1,149
Passenger non-resaleable entity charters 155 230 341
Cargo non-resaleable entity charters 137 151 113
Passengers resaleable 343 429 695

 

Additional statistics
  2011-20122010-20112009-2010
Exemptions granted to the charter regulations 666 669 627
Amendments to charter permits 49 85 268

Air charter flight notifications

  2011-20122010-20112009-2010
Total 1,913 1,959 1,399
Canada – U.S. charters
Canadian originating (non-resaleable passenger) 664 610 429
Canadian originating (cargo) 38 82 30
United States originating (passenger) 733 666 456
United States originating (cargo) 272 400 255
Other international charters
Foreign originating (passenger) 90 94 116
Foreign originating (cargo) 116 107 113

V. Rail Transportation

Railway infrastructure and construction

  2011-20122010-20112009-2010
Agreements processed – railway crossings 133 108 111
Decisions – railway crossings 3 6 3
Approvals – railway line locations and construction of railway crossings 4 0 3
Reviews of existing Decisions/Orders 2 3 2
Notices of railway discontinuance received 2 3 1
Complaints on railway discontinuance received 1 0 0
Net salvage value determinationsNote 33 0 3 4
New or modified certificates of fitness issued 1 1 1

VI. Marine Transportation

Coasting trade applications

  2011-20122010-20112009-2010
Total applications processed 102 118 110
Approved 87 106 99
Denied 6 0 4
Withdrawn 8 12 7
Variance of Order/Decision 1 0 0

VII. Enforcement

Enforcement Activities

Periodic Inspections
  2011-20122010-20112009-2010
Total 250 139 159
Air Carriers 218 123 140
Passenger Terminals 32 16 19

 

Targeted Investigations Program
  2011-20122010-20112009-2010
Total 41 41 54

 

Contraventions
  2011-20122010-20112009-2010
Total 129 59 57
Monetary Penalties 8 11 12
Informal Warnings 108 42 33
Formal Warnings 13 6 12

Endnotes

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