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Which airlines receive the most complaints? New CTA dashboard names names

  • Buzz
  •   12-20-2022  8:05 am
  •   Pax Global Media

Which airlines receive the most complaints? New CTA dashboard names names
Travellers pass through Toronto Pearson airport. (File photo/Pax Global Media)
Pax Global Media

Which airline has received the most complaints? The Canadian Transportation Agency (CTA) has a dashboard for that.

The CTA, on Monday (Dec. 19), began publishing data that shows the number of air travel complaints submitted to the agency per 100 flights operated by Canadian and foreign airlines.

The data, updated on a quarterly basis, is divided into tables: complaints data submitted during three three-month time periods; airlines that operated a minimum of 100 flights to/from/within Canada during each time period and airlines with an average of one or more complaints per 100 flights.

The CTA says its data is based on information submitted by passengers and may not have been reviewed by the agency at the time of publishing.

The data is based on the number of flights by an airline and does not reflect the number of passengers per flight or the size of the aircraft, the CTA points out.

In Canada, for the year-to-date April-Sept. period, Flair Airlines received the most complaints per 100 flights (13.7), while Swoop came in second (12.6) and Sunwing came in third (8.6).

Air Transat received the least amount of complaints (2.2)

(Canadian Transportation Agency)

The CTA says that most complaints (97 per cent) are resolved informally through a facilitation or mediation process, but some move to a formal adjudication process.

Airlines identified in the complaints may also change based on the information supplied by the passenger and the airline during the complaint review process, the CTA says.

Complaints related to accessibility are also included in the tables.

As for complaints over foreign airlines (per 100 flights), Qatar Airways took the top spot for the year-to-date April-September 2022 period at 24.1. Turkish Airlines came second (14.7) while Air India comes in third at 13.7.

The foreign carrier with the least amount of complaints is a tie between Caribbean Airlines and ALIA – the Royal Jordanian Airline, which both received one.

Click here to see the dashboard.


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