Statistics 2006-2007

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Air Travel Complaints

Complaints referred to carriers
   2006-2007
 Carry-over from previous year 145
 New complaints 569
 Resolved between complainant and carrier 427
 Complainant not satisfied after referral to carrier by Agency staff 129
 Cases active at year-end 158
  • Complaints against more than one carrier are counted for each carrier involved.
Complaints submitted to the Agency for investigation
   2006-2007
 Carry-over from previous year 393
 Complainant not satisfied after referral to carrier by Agency staff 129
 Complainant dissatisfied after direct approach to carrier 503
 Resolved via Agency informal investigative process 819
 Cases active at year-end 206
  • Complaints against more than one carrier are counted for each carrier involved.
Air travel complaints submitted for investigation about Canadian carriers
 2006-2007
Air Canada (including Jazz) 334
Air Transat 26
CanJet1 9
Skyservice2 22
Sunwing 7
WestJet 10
Zoom Airlines3 17
Other4,5 7
Total 432

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 publication/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
 2006-2007
Air France 27
KLM 7
Royal Air Maroc 3
Alitalia1 30
Jet Airways2 0
Emirates 1
Mexicana 0
Kuwait 2
American Airlines 8
British Airways 21
Delta Airlines 5
Lufthansa 6
United 9
US Airways 5
Other3,4,5 79
Total 203

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 publication/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
  2006-2007
United States 38
European Union 110
  • Complaints about more than one carrier are counted for each carrier involved.

Categories of air travel complaints – all carriers
  2006-2007
Quality of service1 1,083
Flight disruptions 499
Baggage 467
Ticketing 245
Reservations 155
Refusal to transport 101
Denied boarding 90
Safety2 95
Carrier-operated loyalty programs3 65
Other 61
Total 2,861
  • Does not include publication/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 307 14 19 3 11 24
Quality of Service3 727 40 40 5 15 38
Baggage 265 9 11 1 5 19
Ticketing 126 11 6 6 6 21
Refusal to transport 50 5 7 2 0 4
Denied boarding 60 1 1 2 0 1
Reservations 80 2 5 4 1 5
Safety4 66 5 8 0 3 4
Carrier-operated loyalty programs 60 0 0 1 0 1
Other 38 2 1 2 2 3
Total 1,779 89 98 26 43 120

NOTES

Does not include publication/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.

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