Article author:
Canadian Press
OTTAWA — Issues carried over from last year by the Canadian Department of Transportation Boosted by its unprocessed portion, it states that the total number of complaints it faced regarding air travel increased last year.
According to the agency, there were a total of 28,673 complaints in the year to March 31, 2022, up from 26,742 in the previous year.
This year's total includes 12,158 new complaints, down about 8% from the previous year and carrying forward 16,515 reports from the previous year.
Flight interruption was the biggest problem, followed by ticketing and then booking.
The agency states that it handled 15,264 complaints from 10,227 in the previous year, with about half of the solutions handled through the airline's financial assistance package.
WestJet handled the most complaints with 3,288 cases. This is a significant increase from 1,101 cases in the previous year. Meanwhile, Air Canada's 3,245 complaints were down from 3,481 in the previous year. There were 1,483 Air Transat complaints and 884 Sunwing complaints.
According to the CTA, there were still 13,409 complaints at the end of the year, down from the previous year and consistent with the annual total. Until March 31, 2020.
Complaints increased significantly from 2019 to 2020, increasing from 7,650 in the previous year to 19,392. This surge was primarily due to the Passenger Rights Charter that came into effect that year, but also contributed to issues with Air Canada's booking system and early issues regarding the cancellation of the pandemic.
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