Based on my experience over the past 17 years, I would say there are problems in both places. Here is a specific example.
Last week I filed a complaint that I had also filed previously. On-board emergency exits are indicated by signs that read only “exit”. That makes no sense to me. Air Canada has been subject to the act since 1969. Why, in 2017, should I as a French Canadian citizen see an emergency exit that is designated solely by the word “exit”? We know perfectly well that, if that were the case here in a federal building, it would be illegal. The same should be true for Air Canada.
People do not bother to complain because they find the process too difficult. They do not want to advance the law. It is true that that is difficult. When I travel with my wife, sometimes she looks at me and says, “Oh, not again.”