The Canadian Transportation Company mentioned its backlog of air journey complaints stood at about 85,000 as of Aug. 14, two days earlier than the strike began.
The company had acquired almost 13,500 complaints this 12 months as of that date, which might not but have included complaints associated to the Air Canada work stoppage. The backlog has been rising because the federal authorities handed guidelines that got here into drive in 2019 that set compensation quantities for flight delays, cancellations, and the like.
Complaints have almost quadrupled in recent times
The CTA carried out a brand new system in 2023 to ramp up its capability to take care of complaints, however the variety of gripes being submitted has additionally swelled. The company acquired almost 47,000 complaints in the course of the 2024–25 fiscal 12 months, up from round 43,500 in 2023–24 and 42,000 the 12 months earlier than that. Complaints in 2022–23 skyrocketed from the prior 12 months, when the company acquired round 12,000.
“This unpredictability in criticism volumes poses challenges in planning for case processing instances and delivering correct data to the general public,” mentioned CTA spokesperson Jadrino Huot in an e-mail. “To mitigate this danger, the CTA frequently opinions and streamlines its enterprise processes and procedures, whereas additionally adopting new applied sciences and instruments to boost effectivity.”
Huot mentioned that within the 2024–25 fiscal 12 months, the CTA closed greater than 33,600 complaints, a pointy improve from earlier years, however not sufficient to scale back the rising backlog.
With the present logjam, clients who’ve filed a criticism with the CTA can anticipate to attend 1.5 to 2 years for a decision, if not longer because the system turns into more and more overwhelmed, mentioned Air Passenger Rights advocacy group president Gabor Lukacs. He mentioned he recommends clients as a substitute take the airline to small claims courtroom the place instances can typically be resolved extra swiftly.
On the CTA, unresolved instances proceed to pile up partly as a result of Canada’s passenger rights constitution is “unnecessarily and disproportionately advanced,” particularly in contrast with its European counterpart, mentioned Lukacs. He mentioned that will increase how lengthy it takes the CTA to determine whether or not or not compensation is owed by an airline.
The company additionally hasn’t carried out a price restoration charge that might drive airways to contribute to the price of the criticism decision course of, he mentioned. “The present strike and its aftermath and the way passengers had been handled bears proof that the Canadian Transportation Company is simply not fulfilling its operate in terms of the (rules),” mentioned Lukacs.
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First, file a declare with the airline
Huot mentioned that on the subject of the current Air Canada strike, the Canada Transportation Act stipulates that passengers should first contact the airline in writing with their claims. After doing so, passengers who nonetheless imagine the airline has not met its obligations, or haven’t acquired a response inside 30 days, could submit a criticism to the CTA.
Air Canada has supplied clients with cancelled flights associated to the work stoppage a full refund or credit score for future journey if they might not be rebooked on a competitor’s flight. The corporate additionally introduced a reimbursement coverage final week for different transportation and out-of-pocket bills.
These with cancelled Air Canada flights initially scheduled to depart from Aug. 15 to Aug. 23 can submit a request to be reimbursed for the price of their different preparations by means of a kind on Air Canada’s web site. The coverage additionally covers “cheap bills” for resort stays, meals, and different associated prices. It mentioned it could take 4 to 6 weeks to reimburse affected clients “as a result of anticipated quantity” of claims.
“If Air Canada is keen to do the correct factor, I’d go together with the shape,” mentioned Lukacs. “However the kind shouldn’t be the tip of the street. The shape is only the start of the street. It’s the simplest manner doable for Air Canada to do what’s required by legislation.”
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