Dashboard - Air travel complaints per 100 flights – by airline – April 2022 to March 2023

May 1, 2023 – Gatineau, QC – Canadian Transportation Agency

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.
  • 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.

Number of complaints per 100 flights operated by Canadian airlines
April 1, 2022 – March 31, 2023, by quarter

Airline Year to date average
(Apr. 2022 – Mar. 2023)
Jan. 1 – Mar. 31, 2023 Oct. 1 – Dec. 31, 2022 July 1 – Sept. 30, 2022 April 1 – June 30, 2022
Air Canada 4.3 5.8 4.1 6.3 1.0
Air Transat A.T. Inc. 3.3 4.4 4.4 2.9 1.4
Flair Airlines Ltd. 15.3 20.9 12.8 18.0 9.3
Lynx Air 5.4 5.2 6.5 7.4 2.3
Sunwing Airlines Inc. 13.8 17.4 20.7 9.3 7.8
Swoop Inc. 13.2 16.0 11.4 18.5 6.7
Westjet 6.6 10.7 5.6 6.0 3.9
View as a graph

Number of complaints per 100 flights operated by Canadian airlines from April 1, 2022 – March 31, 2023, by quarter

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, 2022 – March 31, 2023, by quarter

Airline Year to date average
(Apr. 2022 – Mar. 2023)
Jan. 1 – Mar. 31, 2023 Oct. 1 – Dec. 31, 2022 July 1 – Sept. 30, 2022 April 1 – June 30, 2022
Aer Lingus Limited 2.8 4.3 1.3 4.7 1.0
Aeroméxico – Aerovias de Mexico S.A. de C.V. 2.7 3.3 2.1 2.8 2.5
Air Algérie – EPE SPA Air Algérie 4.9 13.0 1.6 2.4 2.5
Air France – Société Air France 8.6 13.1 10.7 7.7 2.7
Air India Limited 13.9 14.7 13.3 15.2 12.2
Air New Zealand Limited 1.0 2.1 1.8
ALIA – The Royal Jordanian Airline plc 0.5 2.1
All Nippon Airways Co., Ltd. 2.7 3.3 5.3 2.3
American Airlines, Inc. 1.1 1.6 1.4 1.5
Austrian Airlines, AG 1.9 5.9 1.7
Avianca – Aerovias del Continente Americano S.A. 2.4 3.4 2.4 1.1 2.6
Azores Airlines (Sata Internacional) – Serviços e Transportes Aéreos, S.A. 3.3 6.6 3.4 1.9 1.4
British Airways Plc 5.4 6.3 5.9 7.2 2.0
Caribbean Airlines Limited 1.0 2.5 1.3
Cathay Pacific Airways Limited 3.7 4.9 4.1 5.8
China Airlines Limited 0.3 1.1
Condor Flugdienst GmbH 2.2 6.1 2.6
Copa Airlines – Compañia Panameña de Aviacion, S.A. 5.6 7.3 6.6 4.5 4.1
Delta Air Lines 0.7 1.5 1.2
Egyptair 11.2 11.9 11.4 13.9 7.5
Emirates 6.3 7.0 5.9 6.6 5.8
Ethiopian Airlines Enterprise 7.4 9.4 8.9 5.2 5.9
Etihad Airways P.J.S.C. 14.6 18.1 14.5 15.6 10.3
Eva Airways Corporation 1.4 3.9 1.8
Icelandair 1.3 3.6 1.4
Japan Airlines 1.8 5.0 2.1
K.L.M. Royal Dutch Airlines – Koninklijke Luchtvaart Maatschappij, N.V. 6.1 9.6 8.0 3.8 3.1
LOT Polish Airlines SA – Polskie Linie Lotnicze LOT SA 4.0 4.3 5.1 4.6 2.1
Lufthansa German Airlines – Deutsche Lufthansa Aktiengesellschaft 37.6 84.6 48.6 12.6 4.6
Pakistan International Airlines Corporation 4.3 11.5 4.3 1.5
Philippine Airlines, Inc. 4.3 6.3 4.1 3.7 3.0
Qatar Airways (Q.C.S.C.) 24.5 26.3 23.4 29.9 18.3
Royal Air Maroc – Compagnie Nationale Royal Air Maroc 21.2 32.8 25.4 14.2 12.4
Swiss International 7.5 11.5 11.0 7.6
TAP Air Portugal – Transportes Aéreos Portugueses, S.A. 13.7 17.7 13.2 12.9 11.0
Turkish Airlines Inc. – Türk Hava Yollari Anonim Ortakligi 16.1 20.3 14.8 16.0 13.4
United Airlines 0.7 1.7 1.0
View as a graph

Number of complaints per 100 flights operated by foreign airlines from April 1, 2022 – March 31, 2023, by quarter

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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