While grievances related to the aviation sector continue to mount, the Canadian Transportation Agency (CTA) does not have the resources to address this backlog.
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According to recent data, the federal agency has a backlog of 33,000 complaints, but the CTA has the resources to handle just 15,000 complaints a year, according to Tom Oomen, the OTC’s chief compliance and enforcement officer.
“For all these complaints, we use all available resources as efficiently as possible. I understand that it is frustrating for passengers who have made a complaint to have to wait for the complaint to be resolved. But I can assure you that we will deal with any complaints,” he said at the microphone of Philippe-Vincent Foisy on QUB radio.
The latter also stated that almost 97% of complaints are settled amicably out of court.
Christmas complaints: not returned
Many Boondoggles have been reported during the holiday season but complaints related to these events have still not been received.
“It usually takes about a month for complaints to be received,” Mr Oomen said, adding that dissatisfied passengers must first send a written complaint to the airline before contacting the OTC.
“If a passenger is not satisfied with the airline’s response or does not receive a response within 30 days, they can file a complaint with the Canadian Transportation Agency,” he said.
Complainants can track the status of their complaint through the CTA website. This allows them to know where they are on the waiting list and what the next steps will be to resolve the issue.