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Air travel complaints per 100 flights – by airline – Apr 2022 to Sept 2022
Overview
This quarterly update shows the number of air travel complaints submitted by passengers to the Canadian Transportation Agency (CTA), per 100 flights and sorted by airline.
Context
- The complaint data is based on the information submitted by passengers and may not have been reviewed by the CTA at the time of publishing
- The data is based on the number of flights by airline and does not reflect the number of passengers per flight or the size of the aircraft
- The data used for this dashboard is based on all of the air travel complaints submitted to the CTA; the numbers do not imply whether or not an airline actually met its regulatory requirements
- Most complaints (97%) are resolved informally through facilitation or mediation; other complaints move to a formal adjudication process
- Airlines identified in the complaint may change based on the information supplied by the passenger and the airline during the complaint review process
- Complaints related to accessibility are not included in these tables
- The tables include:
- air travel complaint data submitted during 3-month time periods
- airlines that operated a minimum of 100 flights to/from/within Canada during each time period
- airlines with an average of 1 or more complaints per 100 flights
Number of complaints per 100 flights operated by Canadian airlines
April 1 – September 30, 2022, by quarter
| Airline | Year to date (April – Sept) | July 1 – Sept. 30, 2022 | April 1 – June 30, 2022 |
|---|---|---|---|
| Air Canada | 3.6 | 6.3 | 1.0 |
| Air Transat A.T. Inc. | 2.2 | 2.9 | 1.4 |
| Flair Airlines Ltd. | 13.7 | 18.0 | 9.3 |
| Sunwing Airlines Inc. | 8.6 | 9.3 | 7.8 |
| Swoop Inc. | 12.6 | 18.5 | 6.7 |
| Westjet | 4.9 | 6.0 | 3.9 |
View as a graph
Source: The complaints data is compiled by the CTA. The number of flights operated per airline during the time period is provided by a third party (Cirium).
Number of complaints per 100 flights operated by foreign airlines
April 1 – September 30, 2022, by quarter
| Airline | Year to date (April – Sept) | July 1 – Sept. 30, 2022 | April 1 – June 30, 2022 |
|---|---|---|---|
| Aer Lingus Limited | 2.9 | 4.7 | 1.0 |
| Aeroméxico – Aerovias de Mexico S.A. de C.V. | 2.6 | 2.8 | 2.5 |
| Air Algérie – EPE SPA Air Algérie | 2.4 | 2.4 | 2.5 |
| Air France – Société Air France | 5.2 | 7.7 | 2.7 |
| Air India Limited | 13.7 | 15.2 | 12.2 |
| Air New Zealand Limited | 2.4 | 3.6 | 1.2 |
| ALIA – The Royal Jordanian Airline plc | 1.0 | 2.1 | — |
| All Nippon Airways Co., Ltd. | 1.8 | 2.3 | 1.2 |
| American Airlines, Inc. | 1.1 | 1.5 | 0.7 |
| Austrian Airlines, AG | 3.8 | 5.9 | 1.7 |
| Avianca – Aerovias del Continente Americano S.A. | 1.9 | 1.1 | 2.6 |
| Azores Airlines (Sata Internacional) – Serviços e Transportes Aéreos, S.A. | 1.6 | 1.9 | 1.4 |
| British Airways Plc | 4.6 | 7.2 | 2.0 |
| Caribbean Airlines Limited | 1.0 | 0.8 | 1.3 |
| Cathay Pacific Airways Limited | 5.1 | 5.8 | 4.4 |
| Condor Flugdienst GmbH | 4.4 | 6.1 | 2.6 |
| Copa Airlines – Compañia Panameña de Aviacion, S.A. | 4.3 | 4.5 | 4.1 |
| Egyptair | 10.7 | 13.9 | 7.5 |
| El Al Israel Airlines Ltd. | 2.6 | 5.1 | — |
| Emirates | 6.2 | 6.6 | 5.8 |
| Ethiopian Airlines Enterprise | 5.6 | 5.2 | 5.9 |
| Etihad Airways P.J.S.C. | 12.9 | 15.6 | 10.3 |
| K.L.M. Royal Dutch Airlines – Koninklijke Luchtvaart Maatschappij, N.V. | 3.5 | 3.8 | 3.1 |
| LOT Polish Airlines SA – Polskie Linie Lotnicze LOT SA | 3.3 | 4.6 | 2.1 |
| Lufthansa German Airlines – Deutsche Lufthansa Aktiengesellschaft | 8.6 | 12.6 | 4.6 |
| Pakistan International Airlines Corporation | 1.2 | 1.5 | 0.8 |
| Philippine Airlines, Inc. | 3.4 | 3.7 | 3.0 |
| Qantas Airways Limited | 5.5 | 4.8 | 6.2 |
| Qatar Airways (Q.C.S.C.) | 24.1 | 29.9 | 18.3 |
| Royal Air Maroc – Compagnie Nationale Royal Air Maroc | 13.3 | 14.2 | 12.4 |
| Swiss International | 3.8 | 7.6 | — |
| TAP Air Portugal – Transportes Aéreos Portugueses, S.A. | 11.9 | 12.9 | 11.0 |
| Tunisair – Société Tunisienne de l'Air | 6.5 | 5.2 | 7.8 |
| Turkish Airlines Inc. – Türk Hava Yollari Anonim Ortakligi | 14.7 | 16.0 | 13.4 |
View as a graph
Source: The complaints data is compiled by the CTA. The number of flights operated per airline during the time period is provided by a third party (Cirium).
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