Air passenger complaints triple in one year to pass 42,000 as backlog grows

The number of air passenger complaints to Canada's transport regulator has more than tripled over the past year, soaring past 42,000 as of this month. The ballooning backlog means each case now needs more than a year and a half to handle, spurring advocates and politicians to question the efficacy of the process, even as hiring and funding ramp up. The complaint tally shot up after travel chaos erupted over the summer and again during the winter holidays as flight demand surged and poor weather conditions disrupted flight schedules. Complaints totalled about 13,400 as of March 31, 2022, before skyrocketing to unprecedented highs in the ensuing 12 months, according to Canadian Transportation Agency reports. They hit 36,000 in late January, and rose by another 17% since then. The growing number of grievances comes despite an $11m funding top-up for the regulator in the federal budget last April, and $76m more announced last week, with the aim of boosting staff numbers and expediting complaints processing. The agency head count currently stands at 343, compared with 298 on March 31, 2022, it said in an email. The chair of the Canadian Transportation Agency says processing complaints remains its main focus and enforcement comes second. But critics say the backlog owes to major gaps in the air passenger rights charter and inaction on the part of the regulator. New Democrat transport critic Taylor Bachrach tabled a private member's bill Monday afternoon that seeks to close loopholes, increase fines and make compensation automatic for travellers whose flights are delayed or cancelled. The Air Passenger Protection Regulations, which took effect in 2019, allow airlines to reject compensation claims by citing safety-related reasons. The proposed legislation would end that exception.<br/>