I think one important metric is the speed with which we are able to process the various complaints.
As I noted in my opening remarks, Madam Chair, we've seen a significant increase in the number of complaints. I think that Canadians expect that when they turn to a body like the CTA, they're going to get relatively quick resolution. We've been placing a great deal of emphasis on a process we call facilitation. It's an ombudsman-like process through which one of our officers will make some phone calls between both parties, the complainant and the airline, to see if a quick and mutually acceptable resolution can be found. We've managed to resolve over 90% of complaints, including some of the more difficult complaints, through the facilitation process. I think Canadians will judge us in part on our ability to secure a fair but timely resolution of their air travel concerns, and that's something we're going to continue to focus on.