Mr. Speaker, the Canadian Transportation Act requires that before passengers can submit a complaint to the Canadian Transportation Agency, or CTA, they must first submit their complaint to the airline directly.
If the airline does not resolve the passenger’s complaint, the passenger can then choose to submit it to the CTA, which processes complaints and settles disputes between travellers and airlines.
The CTA collects and shares data of complaints it receives, including the number of complaints, the airline involved, and the type of issue. This information can be found in the following publications: the2023-24 Annual Report, available at https://otc-cta.gc.ca/eng/publication/annual-report-2023-2024; and themost recent dashboard outlining complaints per 100 flights to/from/within Canada submitted to the CTA, per quarter, available athttps://otc-cta.gc.ca/eng/air-travel-complaints-100-flights-airline-january-2024-march-2025.