“A nightmare”: 7 in 10 Canadian business travellers hit by disruptions, says study

Business travel in Canada is hitting turbulent skies, with 70 per cent of travellers having experienced disruptions, according to a recent Corporate Traveller study conducted by YouGov.

The findings come as the Canadian business travel sector braces for an 11 per cent increase in demand in 2024—a statistic that mirrors the Global Business Travel Association’s 15 per cent growth projection—making it critical to address these disruptions now.

The findings also illuminate the extent of these challenges. Regular disruptions affect 1 in 10 travellers, while another 27 per cent encounter occasional issues and 33 per cent rarely face problems.

Disruptions by the numbers

Common disruptions noted in the study include:

• Flight/Travel Delays: 63%
• Flight/Travel Cancellations: 32%
• Missed Connections: 31%
• Lost or Delayed Luggage: 29%
• Overbooking Issues: 22% (flights), 17% (accommodations)
• Denial of Departure or Entry (i.e., Visa expiry): 9% 

The causes of disruptions include the following:

• Mechanical Faults and Severe Weather: 43% each
• Administrative Errors: 19%
• Transport Worker Strikes: 17%
• Health Emergencies and Incomplete Paperwork: 15% each
• Critical Security Concerns: 13% 

There are also regional disparities:

• Alberta: Highest flight delays (74%) and missed connections (43%) 
• British Columbia: Most mechanical issues (53%) 
• Ontario: Frequent delays (63%), albeit fewer missed connections (26%) 
• Quebec: Least overall disruptions (49%) compared to Alberta (67%), British Columbia (72%), and Ontario (76%)

The statistics in Alberta are worth noting – Calgary-based WestJet, this week, announced a new wave of cancellations after a powerful hail storm on Monday damaged 16 of its planes. It adds to other events that have impacted the airline’s performance this year, such as the mechanics strike that upended thousands of travel plans during the Canada Day long weekend.

"A tangible threat to business productivity"

Chris Lynes, managing director at Flight Centre Travel Group Canada—which includes the Corporate Traveller and FCM Travel brands —says it’s critical to remember that the true cost of travel disruptions extends beyond mere inconvenience.

They pose a tangible threat to business productivity and economic stability, he said in a press release.

The study shows that among business travellers who have experienced such disruptions, a staggering 91 per cent report an adverse impact on their business plans. Specifically, 12 per cent state that the disruption had a significant adverse impact, while over 42 per cent say it had some adverse impact.

 “Surging business travel demand and reduced airline seating capacity compounds these challenges," stated Lynes. "Together, these findings underscore the critical importance of proactive measures in managing travel disruptions.  Prioritizing strategies to mitigate these risks can yield up to 15 per cent savings through our negotiated rates and an additional seven per cent through our customized travel policies.”

Figures from the Corporate Traveller study surveyed 1,049 adults from Canada who are likely to travel for business in the next 12 months. The data was collected between July 3–11, 2024.

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