Resolving one air passenger complaint can take a day, says Transport Canada director

A Transport Canada director has revealed that staff at Canada’s transportation watchdog handle, on average, just one complaint per day, as the regulator struggles with a record backlog of tens of thousands of unresolved consumer complaints.

As reported by the Globe and Mail, Vincent Millette, director of National Air Services Policy at the federal department, made the remark in sworn evidence submitted to the Ontario Superior Court in January.

He had originally testified in October as part of a broader constitutional challenge to rules that often prevent passengers from publicly discussing complaints filed with the Canadian Transportation Agency (CTA).

During cross-examination by a lawyer representing Air Passenger Rights—a consumer advocacy group behind the challenge—Mr. Millette confirmed that each complaints resolution officer (CRO) at the agency “handles one complaint per day” on average.

The regulator, meanwhile, faces a backlog exceeding 93,000 complaints.

The update underscores both the growing difficulty of managing air travel complaints and the inefficiencies within Canada’s passenger protection system.

Jadrino Huot, a spokesperson for the CTA, told The Globe that the number of complaints resolution officers varies, and that a large share of the agency’s budget—around 40 per cent—goes toward temporary positions.

At the time of Mr. Millette’s testimony, roughly 98 officers were handling complaints. That number has since risen to 117, and 33,600 complaints were resolved in the last fiscal year, Mr. Huot reportedly said.

He added that the complaint resolution process is “labour-intensive” and legally binding, with outcomes that can be challenged in Federal Court through judicial review.

After pandemic restrictions ended, air travel in Canada surged in 2022. However, despite higher ticket sales, the aviation industry was understaffed and unprepared for the sudden increase in demand.

In response to a growing number of complaints, the CTA revised its handling process in 2023: disputes are now managed by CTA staff rather than government-appointed adjudicators.

Once a complaint is submitted online, it can take more than a year before the resolution process begins.

Airlines are given time to respond, and a resolution officer conducts an eligibility review, followed by an optional mediation stage. If no agreement is reached, a binding decision is issued within 90 days of the process starting.

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