Mr. Speaker, with regard to air travel complaints sent to the Canadian Transportation Agency, CTA, since February 1, 2020, broken down by month and subject, the answers for part (a) are as follows: February: 4776, March: 3625, April: 2349, May: 1396, June: 1128, July: 1199, August: 897, September: 943, October: 1029, and November: 260, as of November 10. The total is 17,602
The CTA is currently processing the complaints received for the period referenced. A detailed breakdown of the subject of each complaint is not available.
The CTA reports on the subject of complaints received in its annual report. The 2019-20 annual report can be found at: www.otc-cta.gc.ca/eng/publication/annual-report-2019-2020#sec10
With regard to part (b), of the complaints referenced in part (a), the CTA has processed over approximately 6,000 complaints since February 1, 2020.
With regard to part (c), the answers are as follows. With regard to facilitation, of all air travel facilitations closed, 80% are completed within 30 calendar days/20 business days from the communication of the initial position of both parties to the conclusion of facilitation.
With regard to mediation, of all air travel complaint mediations closed, 100% are completed within 30 calendar days/20 business days or within such longer period as requested by both parties.
With regard to adjudication, 80% of all air travel complaint adjudications are processed within 120 calendar days/85 business days from the opening of pleadings to the issuance of a decision, net of any pleadings filed beyond the standard answer/reply period, as established in the dispute adjudication rules.
With regard to part (d), between March 25 and June 30, 2020, the CTA temporarily paused interactions with airlines related to dispute resolution activities, to permit them to focus on immediate and urgent operational demands like repatriating Canadians stranded abroad. However, during this period, CTA staff continued to triage and process complaints, communicate with passengers and address issues raised where possible.
Notwithstanding the pause and the sudden and sustained shift to remote work, the CTA has maintained productivity levels comparable to last year’s. It has processed over 6,000 complaints since the beginning of the pandemic, including over 3,100 complaints pertaining to flight disruptions.
The CTA anticipates that resolution of complaints filed in the period after the APPR came fully into force and before the pandemic disrupted global air travel will be facilitated by the major inquiry it launched in February 2020, which focuses on alleged failures by airlines to respect their communications-related obligations under the APPR. The report of an inquiry officer assigned to gather evidence on those allegations was recently published.