The Canadian Transportation Agency has published a new dashboard for Canadian travellers to see its airline complaint statistics at a glance.
While not publishing the complaints themselves, the site displays the number of complaints Canada’s airline consumer complaint tribunal receives by airline.
Both Canadian and foreign airlines operating in Canada are included on the dashboard, which displays the “number of air travel complaints submitted to the CTA per 100 flights.”
The CTA points out the dashboard displays simply the number of complaints received - not how those complaints are resolved, either in favour of the complainant or the airline. The organization notes that 97 per cent of consumer complaints submitted to the CTA are “resolved informally through facilitation or mediation; other complaints move to a formal adjudication process.”
Data on the dashboard will be updated quarterly.
The launch, DEC, 2022, version of the dashboard reveals which Canadian airlines and which foreign airlines have racked up the most number of complaints per hundred flights this year to date:
Canadian Airlines
Flair Airlines had the most complaints overall this year to date, with 13.7 complaints per hundred flights; with Swoop coming in with the second-highest number: 12.6 complaints per hundred flights.
The Canadian airline with the fewest number of consumer complaints was Air Transat, with just 2.2 complaints per hundred flights.
Foreign Airlines
Among international carriers, Qatar Airways had far and away the highest number of consumer complaints this year to date: 24.1 complaints per hundred flights, the only airline with over 20 consumer complaints per hundred flights.
Turkish Airlines, TAP Air Portugal, Royal Air Maroc, Ethiad Airways, Egypt Air and Air India all also had complaints in the double digits per hundred flights.
ALIA - The Royal Jordanian Airline, and Caribbean Airlines had the fewest dissatisfied passengers, tied with each having exactly 1 complaint to the CTA per hundred flights.
The CTA notes its new dashboard only displays airlines with a minimum average of 1 complaint per hundred flights.
See how all airlines performed this year to date at the CTA’s new dashboard.
