Air travel complaints per 100 flights – by airline – July 2022 to September 2023

Context

• The tables include airlines with an average of 1 or more complaints per 100 flights to/from/within Canada submitted to the CTA during 1 of the quarterly periods. Airlines that did not meet this criteria, or that did not operate at least 100 flights over the reporting periods, are not included on the list.
• 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.
• Complaints are submitted to the CTA after the passenger has attempted to resolve the issue directly with the airline. Airlines have 30 days to respond to the passenger.
• 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.
• 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.

Number of complaints per 100 flights operated by Canadian airlines
July 1, 2022 to September 30, 2023, by quarter

Canadian airline	Last quarter Jul to Sep 2023	Apr to Jun 2023	Jan to Mar 2023	Oct to Dec 2022	Jul to Sep 2022	Cumulative average Jul 2022 to Sep 2023
Air Canada	5.4	4.2	5.62	4.06	6.33	5.1
Air Transat	2.3	3.45	4.3	4.49	2.95	3.5
Flair Airlines	10.8	12.22	20.63	13.11	18.38	15.0
Lynx Air	14.5	4.92	5.19	6.13	7.71	7.7
Nolinor Aviation (OWG)	—	—	1.72	—	—	1.7
Porter Airlines	1.2	1.13	—	—	—	1.2
Sunwing Airlines	16.9	14.46	17.05	20.6	9.55	15.7
Swoop	7.2	16.14	15.74	11.59	18.71	13.9
WestJet	4.7	5.85	10.34	5.51	5.98	6.5
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).

Graphic version of the cumulative average number of complaints per 100 flights operated by Canadian airlines from July 1, 2022 to September 30, 2023

Number of complaints per 100 flights operated by foreign airlines
July 1, 2022 to September 30, 2023, by quarter

Canadian airline	Last quarter Jul to Sep 2023	Apr to Jun 2023	Jan to Mar 2023	Oct to Dec 2022	Jul to Sep 2022	Cumulative average Jul 2022 to Sep 2023
Aer Lingus	1.1	3.26	4.31	1.31	4.89	3.0
Aeroméxico	2.39	4.03	3.32	2.07	2.79	2.9
Air Algérie	6.54	7.64	—	1.64	2.48	4.6
Air France	7.46	8.5	13.09	11.24	7.81	9.6
Air India	14.44	13.3	14.12	13.22	15.1	14.0
Air New Zealand	3.66	7.52	2.05	1.85	—	3.8
ALIA – The Royal Jordanian Airline	2.56	1.52	—	—	2.99	2.4
All Nippon Airways	—	2.75	3.33	3.68	1.61	2.8
American Airlines	1.91	1.36	1.6	1.38	1.49	1.5
Austrian Airlines	4.86	11.67	—	—	6.92	7.8
Avianca	3	3.31	3.36	2.54	1.14	2.7
Azores Airlines (Sata Internacional)	4.91	2.19	6.6	3.6	1.47	3.8
British Airways	2.84	4.12	5.71	5.85	6.56	5.0
Caribbean Airlines	3.1	3.99	2.5	—	—	3.2
Cathay Pacific Airways	5.13	8.58	4.92	3.9	6.02	5.7
China Airlines	—	—	1.12	—	—	1.1
Condor Flugdienst	3.11	3.76	—	—	6.73	4.5
Copa Airlines	—	2.56	7.33	6.81	5.11	5.5
Corsair	1.12	—	—	—	2.72	1.9
Delta Air Lines, Inc.	1.3	1.34	1.45	1.18	—	1.3
Egyptair	16.76	23.02	11.9	12.61	15.66	16.0
Emirates	3.88	5.81	7.03	6.06	3.79	5.3
Ethiopian Airlines	5.3	6.92	9.38	8.33	4.55	6.9
Etihad Airways	13.04	21.69	17.42	15.82	15.82	16.8
Eva Airways	3.53	1.93	3.9	1.88	—	2.8
Icelandair	1.15	2.04	3.55	1.44	—	2.0
Japan Airlines	1.09	2.2	3.89	2.22	—	2.4
JetBlue	5.94	1.91	2.26	6.29	2.21	3.7
K.L.M. Royal Dutch Airlines	4.13	4.43	9.77	7.99	3.43	6.0
Korean Air	—	1.1	—	—	—	1.1
LOT Polish Airlines	4.48	2.82	4.35	5.29	4.52	4.3
Lufthansa German Airlines	12.65	12.78	84.56	52.07	13.18	35.0
Pakistan International Airlines	5.74	5.08	10.66	4.39	1.56	5.5
Philippine Airlines	13.72	9.48	6.79	4.76	4.15	7.8
Qatar Airways	21.74	28.8	24.58	12.23	16.485	20.8
Royal Air Maroc	18.59	29.74	32.83	26.8	14.86	24.6
Scandinavian Airlines (SAS)	—	—	—	—	4.96	5.0
Swiss International Air Lines	6.25	5.97	10.26	12.05	6.25	8.2
TAP Air Portugal	9.11	9.82	17.38	13.78	13.1	12.6
Turkish Airlines	15.24	16.61	20	15.24	16.14	16.6
United Airlines	1.8	1.03	1.65	—	1.16	1.41
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).

Graphic version of the cumulative average number of complaints per 100 flights operated by foreign airlines from July 1, 2022 to September 30, 2023