Canada now publishes air travel complaint decisions online

The Canadian Transportation Company (CTA) has launched a new webpage the place choices about air journey complaints are posted.

The CTA tells Every day Hive that it’s a part of its Criticism Decision Workplace, launched in September 2023, following adjustments to the Canada Transportation Act.

“Choices are issued for complaints that meet the eligibility necessities within the Act and haven’t been resolved with the airline, both straight or by way of mediation, or withdrawn by the passenger,” it stated.

The webpage launched April 30 and can be up to date quarterly, it stated.



The CTA doesn’t put up the complete choice or reasoning on-line. The database solely contains info on flight quantity, flight date, the problem, whether or not it was inside the provider’s management, and what the CTA ordered.

Some complaints had been dismissed by the CTA, whereas others resulted in an order for the airline to refund or pay a buyer what they had been owed.

Air passenger rights advocate Gábor Lukács doesn’t assume that is sufficient and needs the CTA to put up the whole choice on-line.

“The secrecy surrounding these choices is opposite s. 2(b) of the Constitution of Rights and Freedoms,” he instructed Every day Hive through e mail. “The CTA ought to publish all these choices of their entirety, together with their causes.”

Canada’s Air Passenger Safety Rules dictate what air travellers are entitled to and require airways to compensate passengers within the occasion of delays or cancellations. In observe, although, accessing compensation they’re entitled to by legislation has been challenging for passengers.

Lukács has beforehand criticized the federal authorities for failing to implement its personal guidelines, with passengers usually turning to small claims courtroom to get what they’re owed.

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