The Canadian Transportation Agency (CTA) is naming and shaming airlines with the publication of new data revealing the number of air travel complaints it receives per 100 flights operated by Canadian and foreign airlines.
The complaints data is compiled by the CTA and updated quarterly. It shows the number of air travel complaints submitted by passengers per 100 flights and sorted by airline.
The CTA notes a few facts to help interpret the data:
-- The complaint data is based on information submitted by passengers and may not have been reviewed by the CTA at the time of publishing.
-- The data is based on the number of flights by airline and does not reflect the number of passengers per flight or the size of the aircraft.
-- The data used for the dashboard is based on all of the air travel complaints submitted to the CTA; the numbers do not imply whether or not an airline actually met its regulatory requirements.
-- Most complaints (97%) are resolved informally through facilitation or mediation; other complaints move to a formal adjudication process.
The data for the six-month period April-September 2022 makes for some interesting reading, especially considering the chaos at some Canadian airports this summer.
Air Canada, for instance, had an average of one complaint. During peak summer travel season, July 1-September 30, that number soared to 6.3. Flair Airlines had 9.3 complaints per 100 flights from April 1-June 30, and that number nearly doubled to 18.
For the full six-month period, Air Transat led the way for the fewest complaints, with 2.2 complaints per 100 flights, followed by Air Canada at 3.6, WestJet at 4.9, Sunwing at 8.6, Swoop at 12.6 and Flair at 13.7.
Among international carriers serving Canadian airports, for the full six-month period, Qatar Airways had 24.1 complaints per 100 flights, while American Airlines saw just 1.1. Turkish Airlines had 14.7 complaints per 100 flights, while Pakistan International Airlines was at 1.2.
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