June 6th ’23 (VOICE) -In a recent report by the Canadian Transportation Agency (CTA), it was revealed that two of Canada’s major airlines received the highest number of complaints among six carriers. The dashboard provided an overview of complaints registered over a six-month period in 2022.
Flair Airlines, a budget carrier, topped the list with 13.7 complaints per 100 flights operated. Following closely was another low-cost carrier, Swoop Airlines, with 12.6 complaints per 100 flights during the same period, according to the CTA. Sunwing ranked third with 8.6 complaints per 100 flights between April and September 2022. WestJet followed with 4.9 complaints, while Air Canada and Air Transat had 3.6 and 2.2 complaints per 100 flights, respectively, making Air Transat the airline with the fewest complaints.
The complaint data, as stated by the CTA, is based on passenger submissions and is often resolved through informal facilitation or mediation processes.
Canadian airlines faced challenges during the summer of 2022, including high passenger volumes and operational constraints. Air Canada, WestJet, and Swoop experienced delays that ranked among the worst globally in July, according to FlightAware. The surge in demand for post-lockdown travel, staffing issues, COVID-19-related measures, and airport congestion contributed to these challenges.
Swoop attributed its flight disruptions to industry-wide operational constraints and airport congestion, causing delays and cancellations. The airline acknowledged the impact on travelers, apologized for the disruptions, and expressed its commitment to improving reliability.
Flair Airlines CEO Stephen Jones acknowledged the challenging operating environment faced by the carrier in 2022, particularly during the summer. Jones emphasized the airline’s dedication to addressing complaints directly with customers and improving the overall passenger experience.
While the report highlights the complaint rates of Canadian airlines, it’s essential to consider the industry-wide context and ongoing efforts by carriers to address operational challenges and enhance customer satisfaction.