The Canadian Transportation Agency (CTA) doesn’t keep track of 97 percent of passenger complaint outcomes filed against airline companies, but instead uses “informal” resolution techniques for nearly almost all complaints, according to a report.
“We have no way of compelling airlines or passengers to tell us if they’ve settled a dispute between themselves without us,” said CTA’s director general of its analysis and outreach branch, according to the Globe and Mail.
The CTA makes decisions on federally regulated modes of transportation and also mediates complaint claims filed by passengers against airlines. The agency can also order airlines to compensate passengers with up to $1,000 each for extended travel delays or outright flight cancellations….