Passenger complaint backlog increases as airline regulators face staff shortages

MONTREAL — Canada's transportation regulator warns airport chaos Air passenger complaint backlogs have increased amid manpower shortages during the summer.

According to Tom Oommen, Director of Analytics and Outreach at the Canadian Transport Agency, the quasi-judicial body will also appoint facilitators who can help resolve customer complaints against airlines. trying to hire.

"We are hiring," Wumen said in a telephone interview. "But people are always looking for other opportunities and places to apply their knowledge. It's kind of an employee market these days."

has exceeded 15,300. Following two years of sluggish demand, it rose further "in the last month or so" as a surge in travelers overwhelmed airline and airport resources, according to Oommen. He said it was "entirely possible" for the regulator to receive more than 15,000 new complaints in the fiscal year that began April 1. Many were withheld following flight cancellations by airlines. related to refunds.

On average, it takes about 19 business days from the time a complaint reaches the agency facilitator to resolution. But it took about a year for that file to reach their desks, and the number of cases continues to climb, Oommen said. Complaints seeking compensation for

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Worker Retention Rate According to federal job postings, one of the staffing challenges facing the regulator based in Gatineau, Quebec is $65,500 a year for new facilitators. is paying $70,700 in compensation from

The potential for more complaints came in the form of a government agency decision last month. It has ruled that denying traveler compensation (up to $1,000) is generally impermissible.

Airlines such as Air Canada and WestJet classify flight disruptions due to understaffing as "safety" issues and are therefore subject to compensation claims under federal regulations.

Despite a recent court decision against its stance, Air Canada said it was continuing its policy in late July, obtained by Canadian news outlets on December 2021. First told the staff to adopt by order of 29th of March.

"This decision offers an unprecedented level of interpretation regarding the classification of crew shortages," said Woumen, calling the decision "significant."

However, forcing airlines to abandon their policies could reduce complaints about compensation for delays and cancellations. Umen also said each case is unique, including flight disruptions due to worker shortages.

“If a crew shortage is the result of an airline's actions or omissions, the disruption is considered to be under the airline's control for APPR (Air Passenger Protection Regulation) purposes. Therefore, if it is the airline that has caused the safety problem as a result of its own actions, the disruption caused by the crew shortage should not be considered "necessary for safety reasons."

Proponents question why regulators have not pursued airlines for possible violations of the APPR (also known as the Passenger Charter of Rights).

The agency acts as an arbitrator and adjudicator in individual cases brought by customers whose compensation claims have been dismissed by airlines, but also investigates and imposes fines on companies violating the Canadian Transport Act. I have the authority to impose.

Since the Passenger Charter of Rights came into force in his 2019, airlines have been forced to levy money against airlines for lack of compensation for flight delays and cancellations. has not issued any sanctions.

The bailiff fined him $75,400 against the airline starting March 2021. AirHe had pre-pandemic annual revenues in Canada totaling $19.13 billion, while WestJet had $4.73 billion in 2018.

Oommen said complaints are the primary mechanism for ensuring regulatory compliance, with penalties typically reserved for "black and white" violations that are "relatively easy to enforce." .

"The only way to get a passenger in perfect condition is to file a complaint," he said.

The more nuanced interpretation of the rules presented by the court's decision will help guide how enforcement officers investigate companies and apply penalties, he said, Mr Oommen.

"Ultimately, that's what changes behavior...because at some point the airlines have an idea. They have a signal.

Officer may choose to request documents, search premises and initiate investigations based on information provided, news reports and "investigation of complaints received and systemic problems," he added.