In response to the previous question, I indicated that there was a need to clarify the criteria associated with the different categories of disruption, as these categories determine the compensation to which the passenger will be entitled. As this information is currently in the hands of the airlines, if the passenger is not satisfied with the carrier's response, he or she has to turn to the agency to possibly receive compensation. This leads to a number of complaints.
We have also implemented a program to improve our efficiency. I am quite proud of the work done by the employees. For example, it now takes 79 days for a case to get to court once our formal process has started. Last year it was 103 days, and the year before that it was 117 days. So we are constantly improving what we do.
In fact, this year we're going to be able to handle 2,500 more complaints than last year with essentially the same resources. You heard the minister earlier. We are working with him to look at the resources we need and I am very grateful for that.