Alex Laferrière expressed frustration over the handling of his family’s flight delays by Air Canada last July, prompting him to lodge a complaint with the Canadian Transportation Agency (CTA). However, Laferrière was taken aback to discover that the CTA is facing a substantial backlog of over 87,000 complaints, potentially extending the resolution time of his case to over two years.
Recent data accessed through Access to Information and shared with Go Public indicates that the backlog could surge significantly, potentially by up to 45% by 2028. This revelation has raised concerns among passengers like Laferrière, who find the current system inadequate and unresponsive.
Gábor Lukács, founder of Air Passenger Rights, echoed these sentiments, attributing the prolonged delays to the complex and resource-intensive process of adjudicating complaints at the CTA. Lukács emphasized the need for a streamlined approach similar to the European Union’s system, which simplifies the eligibility determination process for compensation claims.
The CTA, an independent regulatory body overseen by Minister of Transport Chrystia Freeland, acknowledged the backlog issue and affirmed ongoing efforts to enhance air passenger protections. However, the delay in implementing a cost-recovery mechanism, as mandated by Parliament in 2023, has further compounded the challenges faced by both passengers and the CTA in addressing the mounting complaints.
While the CTA proposed a fee structure for airlines to contribute to complaint resolution costs, the implementation has been delayed, drawing criticism from passenger advocates like Lukács. The lack of stringent penalties for airlines failing to compensate rightfully owed claims has also been highlighted as a key concern, leading to prolonged disputes and discontent among affected passengers.
As the backlog continues to grow, passengers like Laferrière are left waiting for a resolution, with concerns about accountability and efficiency within the regulatory framework. Lukács recommends exploring alternative avenues, such as small claims court, for addressing flight-related grievances until systemic improvements are implemented.