A growing number of Canadians are dissatisfied with the time it takes to resolve air passenger complaints, according to four internal surveys conducted by the Canadian Transportation Agency (CTA).
The CTA is responsible for enforcing rules that require an airline to compensate passengers when a flight is delayed or cancelled for a reason within the airline’s control. Since those rules came into effect in 2019, thousands of passengers have filed complaints alleging that airlines denied them compensation.
The surveys showed the CTA has struggled to process complaints in a timely manner. According to the 2019 survey, 25 percent of passengers were either dissatisfied or very dissatisfied with the time it took for the agency to process their complaint. In the 2022 survey, that number jumped to 71 percent….