Alex Laferrière, residing in Sturgeon Falls, Ont., expressed frustration over the handling of his family’s flight delays by Air Canada last July. Laferrière filed a complaint with the Canadian Transportation Agency (CTA) but was disheartened to discover the staggering backlog of over 87,000 complaints, potentially delaying resolution for more than two years.
Recent data obtained through Access to Information and shared with Go Public indicates that the backlog could surge by up to 45% by 2028. This concerning trend has raised doubts about the efficiency of the complaint resolution process, with both Laferrière and air passenger advocate Gábor Lukács criticizing the complexity and resource-intensive nature of the system.
The CTA, an independent agency overseen by Minister of Transport Chrystia Freeland, has acknowledged the pressing need to address the backlog and enhance air passenger protections. However, with projections suggesting a significant increase in complaints over the coming years, the backlog situation could worsen, leaving passengers waiting for extended periods for resolution.
Lukács has highlighted the need for simpler adjudication processes and stricter penalties for airlines that fail to compensate passengers rightfully owed. He advocates for a system akin to the European Union’s approach, emphasizing swift resolution and fair compensation for passengers affected by flight disruptions.
Despite efforts to implement a cost-recovery mechanism for airlines contributing to complaint resolution costs, progress has been slow. The proposed penalty structure and timelines for enforcement remain unresolved, creating further uncertainty around the effectiveness of addressing the escalating backlog of air travel complaints.
As the government works on updating regulations to improve the complaints resolution process, concerns persist regarding the potential impact on passenger rights. Lukács warns against relying solely on the CTA for resolution and suggests exploring alternative avenues, such as small claims court, for more expeditious outcomes.
Laferrière, determined to see his case through despite the delays, echoes the frustrations of many passengers awaiting resolution. With ongoing challenges in the complaint handling system and the need for accountability, the effectiveness of the CTA in addressing air passenger grievances remains a subject of scrutiny in the aviation industry.