Air Canada strike adds 1,000 complaints to CTA’s backlog: report

The number of complaints filed with the Canadian Transportation Agency (CTA) against all airlines has climbed by 1,000 in the two months since Air Canada’s summer labour dispute, the Globe and Mail has found.

That figure is expected to rise further as Air Canada works to settle all outstanding claims from the disruption by the week of Nov. 10.

Flight attendants, represented by the Canadian Union of Public Employees, walked off the job from Aug. 16 to 19. Air Canada says both sides have since entered arbitration.

The situation has left many travellers struggling to navigate a complex complaint process largely on their own, even though the federal Air Passenger Protection Regulations were introduced in 2019 to provide clearer recourse.

Before escalating a case to the CTA, passengers must first attempt to resolve it directly with the airline.

In a statement to the Globe, Air Canada spokesperson Peter Fitzpatrick said the airline has hired additional staff, simplified its procedures, and introduced new technology to accelerate the processing of claims.

But passengers who turn to the CTA may face longer wait times.

As of Oct. 20, the agency’s backlog stood at roughly 86,000 cases — up slightly from about 85,000 in mid-August, the Globe reported. The total includes complaints involving all airlines.

Under the Air Passenger Protection Regulations (APPR), a labour dispute is classified as an event beyond an airline’s control.

In such cases, airlines must rebook affected travellers at no cost on the next available flight — either on their own service or with a partner airline — within 48 hours.

If that’s not possible, passengers flying with large carriers are entitled to be rebooked on any available flight or to receive a refund and be returned to their original departure point.

While airlines are not required to provide meals, accommodations, or compensation in these situations, Air Passenger Rights, an advocacy group, says passengers may still be eligible to claim those expenses under the Montreal Convention.

Travellers on flights involving the European Union could also qualify for compensation under EU air passenger regulations.

Air Canada has stated that passengers affected by the disruption can submit claims for reimbursement of “reasonable expenses.”

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