Statistics 2013-2014

Statistical tables

Agency Rulings

Total rulings by Members

  2013-2014 2012-2013 2011-2012 2010-2011 2009-2010
Total rulings 1,370 1,629 1,826 2,253 2,711
Orders 309 423 546 613 539
Decisions 458 518 467 518 511
Permits 485 481 635 894 1,417
Final letter decisions 25 18 19 23 33
Interim decisions 93 189 159 205 211

Notes

Unique rulings may cover more than one case. Rulings for a particular case may also include multiple forms of rulings.

Dispute Resolution

Disputes resolved by the Agency

  2013-2014 2012-2013 2011-2012 2010-2011 2009-2010
Total number of disputes resolved 621 470 350 472 425
Disputes resolved by facilitation
Air 519 370 293 374 329
Rail 6 31 2 9 25
Marine 0 0 0 1 0
Accessible 20 12 12 16 12
Total 545 413 307 400 366
Disputes resolved by mediation
Air 7 4 0 0 0
Rail 10 3 5 6 5
Marine 2 0 0 0 1
Accessible 4 1 1 5 6
Total 23 8 6 11 12
Disputes resolved by formal adjudication
Air 24 16 13 22 16
Rail 17 10 9 11 8
Marine 4 6 9 21 20
Accessible 8 17 6 7 3
Total 53 49 37 61 47

Air Travel Complaints

Air travel complaints – informal facilitation

When the Agency receives a complaint, it must first ensure that the carrier has had an opportunity to resolve the issues raised. If not, the Agency refers the complaint to the carrier.

Complaints referred to carriers by the Agency

  2013-2014 2012-2013 2011-2012 2010-2011 2009-2010
Carry-over from previous reporting period 6 3 15 25 44
New complaints 187 154 132 165 224
Resolved between complainant and carrier 134 102 120 138 203
Complainant not satisfied after referral to carrier by Agency staffNote 1 43 50 24 39 40
Cases active at end of reporting period 16 5 3 13 25
Notes

Only once the carrier has had an opportunity to resolve the complaint can the Agency begin facilitation. Some cases come from complainants who were not satisfied after being referred to the carrier; others come from complainants who already attempted to resolve the issue directly with the carrier before coming to the Agency.

Complaints submitted to the Agency to facilitate

  2013-2014 2012-2013 2011-2012 2010-2011 2009-2010
Carry-over from previous reporting period 137 54 51 128 127
Not satisfied after referral to carrier by Agency staff 43 50 24 39 40
Not satisfied after direct approach to carrier 839 479 343 304 335
Closed through Agency informal investigative process Note 2 744 452 365 422 379
Cases active at end of reporting period 275 131 53 49 123
Notes

Complaints against more than one carrier are counted for each carrier involved.

The statistics in the above tables may vary slightly from the previous reporting period, due to the dynamic nature of the database which tracks complaints according to their current status.

Air travel complaints in the facilitation process (Canadian carriers)

  2013-2014 2012-2013 2011-2012 2010-2011 2009-2010
TotalNote 6 546 301 215 219 235
Air Canada (excluding Jazz) 392 217 152 135 139
Air Transat 26 18 23 29 25
Jazz Aviation 42 16 10 16 22
CanJetNote 3 7 6 6 7 7
Sunwing 35 26 12 16 20
WestJet 25 14 8 11 11
Porter Airlines 12 3 2 1 2
OtherNote 4, Note 5 7 1 2 4 9

Notes

Complaints against more than one carrier are counted for each carrier involved.

Air travel complaints in the facilitation process (foreign carriers)

  2013-2014 2012-2013 2011-2012 2010-2011 2009-2010
Total Note 15 330 218 145 119 136
U.S. carriers
UnitedNote 7 31 21 16 8 4
US Airways 9 6 1 6 4
Delta 9 3 2 5 3
American Airlines 7 6 5 5 4
OtherNote 8,Note 9 1 2 5 5 6
Subtotal 57 38 29 29 21
EU carriers
Air France 17 16 6 12 18
Iberia 15 4 0 0 0
KLM 14 9 7 7 8
British Airways 13 9 13 4 4
AlitaliaNote 10 12 8 6 4 7
Lufthansa 6 13 10 9 4
Condor 4 1 2 0 0
OtherNote 11,Note 12 13 4 11 5 7
Subtotal 94 64 55 41 48
Other foreign carriers
Swiss International 74 51 0 0 2
Jet Airways 14 9 8 3 7
Etihad Airways 8 5 1 4 1
Turkish Airlines 6 5 3 2 1
Emirates 8 3 5 5 6
Air China 4 1 1 0 1
Avianca 4 0 1 0 0
Corsair 4 0 0 0 1
LOT Polish 4 0 5 0 0
Saudi Arabian Airlines 4 0 0 0 0
SriLankan Airlines 4 0 0 0 0
AeroSvit 4 1 7 1 2
OtherNote 13,Note 14 69 27 44 35 50
Subtotal 179 116 61 49 67

Notes

Complaints against more than one carrier are counted for each carrier involved.

Issues cited in air travel complaints in the facilitation process (all carriers)

  2013-2014 2012-2013 2011-2012 2010-2011 2009-2010
Flight disruptions 568 281 226 158 199
Quality of serviceNote 16 398 694 551 233 224
Baggage 281 212 123 148 163
Reservations 172 116 33 44 38
Refusal to transport 170 64 53 67 53
Ticketing 136 92 68 68 75
Fares 105 63 10 7 8
Denied boarding 82 55 23 25 19
Carrier-operated loyalty programs 4 6 3 7 0
SafetyNote 17 4 7 8 8 6
Other 6 7 13 12 40

Notes

  1. Does not include statistics where the category of complaint is unknown.
  2. Complaints may involve more than one issue. For the purposes of this chart, each issue is counted individually.

Issues cited in air travel complaints in the facilitation process (major Canadian carriers)

2013-2014

  Air Canada Jazz Aviation Air Transat Sunwing WestJet Other
Flight disruptions 316 28 8 35 19 23
Quality of service 223 18 14 9 19 14
Baggage 115 7 6 13 16 3
Ticketing 68 12 6 2 1 3
Refusal to transport 81 12 10 3 5 2
Denied boarding 68 3 0 0 0 2
Reservations 38 0 2 1 3 2
Safety 1 0 1 0 0 0
Carrier-operated loyalty programs 2 0 0 0 0 0
Other 6 2 0 0 0 0
Notes
  1. Statistics vary from previous reporting years due to the separate reporting of data for Sunwing and the inclusion of data for Skyservice.
  2. "Other" includes Canadian carriers such as Skyservice, Canjet, Porter and Zoom, where applicable.
  3. While the Agency is required to report on the number and nature of complaints received, it does not have the jurisdiction to deal with air complaints involving quality or level of service issues, such as the attitude of airline staff. These fall solely within the purview of airline management.

2012-2013

  Air Canada Jazz Aviation Air Transat Sunwing WestJet OtherNote 18, Note 19
Flight disruptions 157 11 7 20 7 4
Quality of serviceNote 20 315 24 18 41 18 14
Baggage 67 5 3 7 3 8
Ticketing 50 4 4 3 3 0
Refusal to transport 28 3 4 3 3 2
Denied boarding 37 6 0 0 0 0
Reservations 23 0 4 2 0 0
SafetyNote 21 4 0 0 1 1 0
Carrier-operated loyalty programs 2 0 0 0 1 0
Other 6 0 2 1 0 1

2011-2012

  Air Canada Jazz Aviation Air Transat Sunwing WestJet Other Note 22, Note 23
Flight disruptions 113 8 8 7 6 2
Quality of serviceNote 24 236 16 37 18 11 14
Baggage 36 3 5 7 4 6
Ticketing 35 0 1 2 1 0
Refusal to transport 24 1 5 2 0 1
Denied boarding 18 0 0 0 0 0
Reservations 8 0 4 2 1 2
SafetyNote 25 2 0 0 0 2 3
Carrier-operated loyalty programs 0 0 0 0 0 0
Other 7 1 0 0 0 2

2010-2011

  Air Canada Jazz Aviation Air Transat Sunwing WestJet OtherNote 26,Note 27
Flight disruptions 63 9 9 7 3 5
Quality of serviceNote 28 95 10 22 12 7 5
Baggage 47 9 6 8 3 5
Ticketing 35 2 4 2 4 0
Refusal to transport 20 1 14 4 2 5
Denied boarding 19 5 0 0 0 0
Reservations 15 0 5 1 1 0
SafetyNote 29 6 0 0 0 0 0
Carrier-operated loyalty programs 0 0 0 0 0 0
Other 6 1 0 0 0 0

2009-2010

  Air Canada Jazz Aviation Air Transat Sunwing WestJet OtherNote 30 ,Note 31
Flight disruptions 80 21 13 7 7 11
Quality of serviceNote 32 83 15 13 22 13 9
Baggage 55 8 5 6 4 9
Ticketing 33 1 3 2 1 0
Refusal to transport 23 0 4 4 1 4
Denied boarding 14 0 0 1 0 0
Reservations 11 1 7 1 2 0
SafetyNote 33 1 0 0 4 0 1
Carrier-operated loyalty programs 0 0 0 0 0 0
Other 8 3 1 0 0 0

Notes

Does not include statistics where the issue cited is unknown.

Air Licensing and Charters

Air carriers by nationality

Carriers holding Agency licences at year-end
  2013-2014 2012-2013 2011-2012 2010-2011 2009-2010
Total 1,471 1,481 1,493 1,514 1,505
Canadian 665 679 692 710 703
U.S. 629 632 634 645 644
Other 177 170 167 158 158

Air licences held by nationality

At March 31, 2014

 Services  Canadian aircraft class  
Small Medium Large All cargo Total U.S. Other Total
Total 937 73 178 156 1,344 660 235 2,239
Domestic 655 24 15 46 740 - - 740
Non-scheduled international 273 21 15 29 338 618 143 1,099
Scheduled international 9 28 148 81 266 42 92 400

At March 31, 2013

 Services  Canadian aircraft class  
Small Medium Large All cargo Total U.S. Other Total
Total 952 69 179 159 1,359 665 225 2,249
Domestic 666 22 16 46 750 - - 750
Non-scheduled international 277 20 16 30 343 620 135 1,098
Scheduled international 9 27 147 83 266 45 90 401

At March 31, 2012

 Services  Canadian aircraft class  
Small Medium Large All cargo Total U.S. Other Total
Total 974 64 150 152 1,340 669 224 2,233
Domestic 683 21 14 49 767 - - 767
Non-scheduled international 280 19 14 29 342 622 133 1,097
Scheduled international 11 24 122 74 231 47 91 369

At March 31, 2011

 
 Services  Canadian aircraft class  
Small Medium Large All cargo Total U.S. Other Total
Total 992 65 152 144 1,353 681 211 2,245
Domestic 696 21 15 48 780 - - 780
Non-scheduled international 285 20 15 28 348 634 125 1,107
Scheduled international 11 24 122 68 225 47 86 358

At March 31, 2010

 Services  Canadian aircraft class  
Small Medium Large All cargo Total U.S. Other Total
Total 989 68 155 148 1,360 678 211 2,249
Domestic 689 19 15 49 772 - - 772
Non-scheduled international 290 18 15 30 353 632 127 1,112
Scheduled international 10 31 125 69 235 46 84 365

Air licensing activities

  2013-2014 2012-2013 2011-2012 2010-2011 2009-2010
Total air licensing activities 790 845 873 1,036 1,087
Initiated by applicant
New licences 108 138 112 148 168
Amendment of licences 141 79 73 70 76
Suspensions 71 97 110 134 93
Exemptions/Rulings 123 119 144 191 204
Sub-total 443 433 439 543 541
Initiated by the Agency
Amendment of licences 9 63 10 42 11
Suspensions 165 148 187 236 241
Sub-total 174 211 197 278 252
Reinstatements/Cancellations
Reinstatements 81 92 118 125 147
Cancellations 92 109 119 90 147
Sub-total 173 201 237 215 294

Air charter permits issued

  2013-2014 2012-2013 2011-2012 2010-2011 2009-2010
Total 481 475 635 810 1,149
Passenger non-resaleable entity charters 179 150 155 230 341
Cargo non-resaleable entity charters 141 104 137 151 113
Passengers resaleable 161 221 343 429 695

Additional statistics

  2013-2014 2012-2013 2011-2012 2010-2011 2009-2010
Exemptions granted to the charter regulations 592 548 666 669 627
Amendments to charter permits 27 50 49 85 268

Air charter flight notifications

  2013-2104 2012-2013 2011-2012 2010-2011 2009-2010
Total 1,887 1,715 1,913 1,959 1,399
Canada – U.S. charters
Canadian originating (non-resaleable passenger) 706 549 664 610 429
Canadian originating (cargo) 47 56 38 82 30
United States originating (passenger) 719 611 733 666 456
United States originating (cargo) 206 377 272 400 255
Other international charters
Foreign originating (passenger) 85 70 90 94 116
Foreign originating (cargo) 124 52 116 107 113

Rail Transportation

Railway infrastructure and construction

  2013-2014 2012-2013 2011-2012 2010-2011 2009-2010
Orders issued in respect of agreements - railway crossings 157 79 133 108 111
Decisions – railway crossings 3 - 3 6 3
Approvals – railway line locations and construction of railway crossings 1 - 4 0 3
Reviews of existing Decisions/Orders - - 2 3 2
Notices of railway discontinuance received - - 2 3 1
Complaints on railway discontinuance received 1 - 1 0 0
Net salvage value determinationsNote 34 1 - 0 3 4
New, modified or cancelled certificates of fitness 7 5 1 1 1

Marine Transportation

Coasting trade applications

  2013-2014 2012-2013 2011-2012 2010-2011 2009-2010
Total applications processed 111 96 102 118 110
Approved 98 87 87 106 99
Denied 3 3 6 0 4
Withdrawn 10 5 8 12 7
Variance of Order/Decision 0 0 1 0 0

Enforcement

Periodic inspections

  2013-2014 2012-2013 2011-2012 2010-2011 2009-2010
Total 281 254 250 139 159
Air Carriers 156 225 218 123 140
Passenger Terminals 23 29 32 16 19

Targeted investigations program

  2013-2014 2012-2013 2011-2012 2010-2011 2009-2010
Total 75 40 41 41 54

Contraventions

  2013-2014 2012-2013 2011-2012 2010-2011 2009-2010
Total 240 169 129 59 57
Monetary Penalties 29 7 8 11 12
Informal Warnings 96 123 108 42 33
Formal Warnings 115 39 13 6 12

Note: Data updated on November 22, 2017.

Advertiser verification

  2013-2014 2012-2013 2011-2012 2010-2011 2009-2010
Total 102 - - - -
Date modified: