Alex Laferrière, along with his wife and infant son, faced distressing treatment from Air Canada during flight delays last July. Consequently, Laferrière lodged a complaint with the airline regulator. However, he was shocked to discover that the Canadian Transportation Agency (CTA) is grappling with a massive backlog of over 87,000 complaints, potentially leading to a wait time of more than two years for his case to be resolved.
Newly obtained data, shared with Go Public, indicates that this backlog may surge by up to 45% by 2028. Laferrière expressed disbelief at the situation, deeming it completely unreasonable and indicative of a broken system.
Notably, air passenger advocate Gábor Lukács also criticized the CTA’s complaint adjudication process, labeling it overly complex and resource-intensive. The CTA, an independent agency reporting to Parliament through Minister of Transport Chrystia Freeland, faces mounting pressure to address the burgeoning waitlist and enhance air passenger protections.
The backlog projections were sourced through Access to Information by public policy researcher Ken Rubin, who requested the CTA’s estimates of future complaint submissions. These forecasts, spanning from 2025 to 2028, highlight a potential escalation in complaints, rendering the backlog predicament even more challenging.
While the best-case scenario anticipates a reduction in the backlog, the reality has been a consistent uptick in complaint volumes, painting a more ominous picture. Should the worst-case projections materialize, the backlog could swell to 126,000 by 2028, signifying a 45% increase and resulting in prolonged delays for affected passengers.
Lukács attributes the backlog to the intricate categorization of flight disruption complaints and advocates for a streamlined approach akin to the European Union’s system. He also underscores the necessity for stricter penalties when airlines unjustly deny compensation owed to passengers.
Despite Parliament’s directive for the CTA to implement a cost-recovery mechanism in 2023, the plan remains pending. Lukács insists on higher penalties for airlines found at fault, emphasizing the importance of fostering compliance within the industry.
While efforts are underway to revamp regulations and address the backlog, Lukács remains critical, asserting that proposed changes may fall short in rectifying the underlying issues. In the interim, frustrated air passengers like Laferrière are encouraged to explore alternative avenues, such as small claims court, to seek resolution for their grievances.
