Taylor Bachrach on Questions Passed as Orders for Returns

With regard to the Canadian Transportation Agency (CTA), since March 2020: (a) how many air passenger complaints have been received, broken down by the subject matter of the complaint; (b) of the complaints received in (a), how many have been resolved, broken down by (i) facilitation process, (ii) mediation process, (iii) adjudication; (c) how many air passenger complaints were dismissed, withdrawn or declined, broken down by (i) subject matter of the complaint, (ii) mediation process, (iii) adjudication; (d) for each complaint in (a), how many cases were resolved through a settlement; (e) how many full-time equivalent agency case officers are assigned to deal with air travel complaints, broken down by agency case officers dealing with the (i) facilitation process, (ii) mediation process, (iii) adjudication; (f) what is the average number of air travel complaints handled by an agency case officer, broken down by agency case officers dealing with the (i) facilitation process, (ii) mediation process, (iii) adjudication; (g) what is the number of air travel complaints received but not yet handled by an agency case officer, broken down by agency case officers dealing with the (i) facilitation process, (ii) mediation process, (iii) adjudication; (h) in how many cases were passengers told by CTA facilitators that they were not entitled to compensation, broken down by rejection category; (i) among the cases in (h), what was the reason for the CTA facilitators not to refer the passengers and the airlines to the Montréal Convention that is incorporated in the international tariff (terms and conditions) of the airlines; (j) how does the CTA define a "resolved" complaint for the purposes of reporting it in its statistics; (k) when a complainant chooses not to pursue a complaint, does it count as "resolved"; (l) how many business days on average does it effectively take from the filing of a complaint to an officer to be assigned to the case, broken down by the (i) facilitation process, (ii) mediation process, (iii) adjudication; (m) how many business days on average does it effectively take from the filing of a complaint to reaching a settlement, broken down by the (i) facilitation process, (ii) mediation process, (iii) adjudication; and (n) for complaints in (a), what is the percentage of complaints that were not resolved in accordance with the service standards?