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Statistics 2022-2023
Table of contents
Overview
Total rulings by Members
Appointed by the Governor in Council, the Agency's Members are responsible for rendering decisions and orders related to formal complaints or applications, as well as addressing other issues affecting Canada's national transportation system.
As objective and impartial quasi-judicial decision-makers, the Members abide by a Code of Conduct.
Note: Sometimes a single ruling is made that covers multiple cases. As well, some cases may result in multiple types of rulings.
The Canadian Transportation Agency (CTA) keeps the national transportation system running efficiently and smoothly in the interests of all Canadians – those who work and invest in it, the producers, shippers, travellers and businesses who rely on it, and the communities where it operates – and the prosperity and social fabric of the country as a whole. One way the Agency implements this mandate is by helping resolve disputes by using a range of approaches from relatively informal facilitation and mediation to more formal arbitration and adjudication.
Accessibility Note: Starting in 2022-2023, the Agency has adopted a new methodology for resolving and recording accessibility complaints. This will establish a new baseline for these types of complaints. More information can be found in the Accessibility section.
Fostering compliance
The CTA is committed to ensuring effective monitoring and enforcement of industry compliance with legislative and regulatory provisions, which is in the interests of travellers, shippers, and transportation companies that follow the rules and should not face unfair competition from those that don't. Agency enforcement officers conduct periodic inspections and targeted investigations to verify that service providers comply with the Canada Transportation Act, the Air Transportation Regulations and the Personnel Training for the Assistance of Persons with Disabilities Regulations, among the list of Acts and regulations for which we have primary, shared and\or sole responsibilities.
Agency officers also regularly verify that any person or corporation that advertises air fares complies with all-inclusive air price advertising regulations.
Inspections and investigations
2022-2023
2021-2022
2020-2021
2019-2020
2018-2019
Carrier inspections
16
41
7
15
86
Facility inspections
43
1
0
8
22
Carrier monitoring at terminals
77
0
2
81
n/a
Targeted verifications of suspected non-compliance
44
205
n/a
63
26
Website monitoring
26
34
109
40
n/a
Targeted investigations
79
41
23
27
53
Total
285
322
141
234
187
Contraventions
Enforcement officers can issue fines (administrative monetary penalties) for contraventions of certain provisions in the following legislation and regulations:
Enforcement officers consider whether to take action in every case where Members find a contravention of these provisions. Fines can reach $5,000 per offence for individuals and $25,000 for corporations, depending on the type of penalty and contravention. In addition, some specific rail-related violations can reach up to $100,000 per offence.
2022-2023
2021-2022
2020-2021
2019-2020
2018-2019
1. Notice of violation - with Administrative Monetary Penalty
33
11
8
14
16
2. Notice of violation - with a warning
0
0
2
0
n/a
Total number of violations found in 1 and 2 above
643
831
19
176
79
3. Cautionary notices
9
56
49
7
n/a
Total number of potential violations found in 3 above
16
265
162
12
n/a
Total amount of penalties
$725,380
$253,975
$54,500
$780,000
$185,000
Notes:
Notice of Violation with warning: This is a power under the Canada Transportation Act, as amended by the Act to Ensure a Barrier-Free Canada (Accessible Canada Act).
The numbers related to the following categories - "Notice of Violation - with Administrative Monetary Penalty"; "Total number of violations found"; and "Total amount of Administrative Monetary Penalties" - are subject to change where Notices of Violation or specific violations are withdrawn or reversed by the Transportation Appeal Tribunal of Canada.
Number and outcome of air travel complaints
New complaints and complaints carried over
The Canadian Transportation Agency can help resolve complaints about air travel within, to and from Canada. The role of the CTA is to make sure that the airline has applied the terms and conditions set out in the passengers contract with the airline – and that both the passenger and the airline have met their end of the bargain. The Agency can also handle more complex cases where a passenger feels that the airline's contract is unclear, unjust, unreasonable or discriminatory. Some common issues the CTA can help with: flight delays, cancellations, missed connections, schedule changes; lost, damaged or delayed baggage; getting bumped due to overbooking.
Note: These statistics only include complaints that were submitted to the Agency – they do not reflect the total number of air travel complaints against air carriers. Many travellers resolve their complaints directly with the carrier.
New complaints and complaints carried over
2022-2023
2021-2022
2020-2021
2019-2020
2018-2019
Carry-over from previous reporting period
13409
16515
13467
3218
1384
New complaints
42068
12158
13275
19392
7650
Total
55477
28673
26742
22610
9034
Complaints processed by method
2022-2023
2021-2022
2020-2021
2019-2020
2018-2019
Facilitation
6728
3825
7444
7630
4461
Mediation
92
148
184
113
160
Adjudication
124
124
81
88
47
Airline financial aid package
354
7575
-
-
-
Inquiry
502
47
0
568
-
Determined to be outside of the Agency's mandate
273
378
740
446
559
Other (includes other types of case closures, e.g. withdrawn, declined)
3085
3167
1778
298
612
Total
11158
15264
10227
9143
5839
Notes:
Complaints against more than one carrier are counted for each carrier involved in the dispute resolution process. Complaints against an air carrier include complaints that were made against that carrier's subsidiaries and affiliates. For example, Air Canada includes complaints against Jazz Aviation, Sky Regional, Air Georgian, etc.
Airline financial aid package: Complaints the CTA received about refunds, for flights cancelled due to the pandemic, and were closed as a result of the Government of Canada providing airlines with a financial aid package.
Inquiry: 2021-2022 and 2022-2023 - APPR inquiry; 2019-2020 - Sunwing inquiry; 2017-2018 - Air Transat inquiry.
Other: includes carriers that:
only have 1-2 complaints against them; and/or
ceased operations in the previous reporting periods.
Number of complaints in progress at year-end (March 31)
2022-2023
2021-2022
2020-2021
2019-2020
2018-2019
Complaints in progress at year-end (backlog)
44319
13409
16515
13467
3218
Number of complaints per 100 flights operated by Canadian airlines
Air travel complaints per 100 flights – by airline: This dashboard provides Canadians with additional information about the air travel sector. The data shows the number of air travel complaints submitted to the CTA per 100 flights operated by Canadian and foreign airlines.
Context
The tables include airlines with an average of one or more complaints per 100 flights to/from/within Canada submitted to the Agency during one 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 Agency at the time of publishing.
Complaints are submitted to the Agency 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 is based on all of the air travel complaints submitted to the Agency; the numbers do not imply whether or not an airline actually met its regulatory requirements.
Most complaints (98%) 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.
Airline
Average (April 1, 2022 – March 31, 2023)
Air Canada
4.3
Air Transat A.T. Inc.
3.3
Flair Airlines Ltd.
15.3
Lynx Air
5.4
Sunwing Airlines Inc.
13.8
Swoop Inc.
13.2
Westjet
6.6
Number of complaints per 100 flights operated by foreign airlines
Airline
Average (April 1, 2022 – March 31, 2023)
Aer Lingus Limited
2.8
Aeroméxico – Aerovias de Mexico S.A. de C.V.
2.7
Air Algérie – EPE SPA Air Algérie
4.9
Air France – Société Air France
8.6
Air India Limited
13.9
Air New Zealand Limited
1.0
ALIA – The Royal Jordanian Airline plc
0.5
All Nippon Airways Co., Ltd.
2.7
American Airlines, Inc.
1.1
Austrian Airlines, AG
1.9
Avianca – Aerovias del Continente Americano S.A.
2.4
Azores Airlines (Sata Internacional) – Serviços e Transportes Aéreos, S.A.
3.3
British Airways Plc
5.4
Caribbean Airlines Limited
1.0
Cathay Pacific Airways Limited
3.7
China Airlines Limited
0.3
Condor Flugdienst GmbH
2.2
Copa Airlines – Compañia Panameña de Aviacion, S.A.
5.6
Delta Air Lines
0.7
Egyptair
11.2
Emirates
6.3
Ethiopian Airlines Enterprise
7.4
Etihad Airways P.J.S.C.
14.6
Eva Airways Corporation
1.4
Icelandair
1.3
Japan Airlines
1.8
K.L.M. Royal Dutch Airlines – Koninklijke Luchtvaart Maatschappij, N.V.
6.1
LOT Polish Airlines SA – Polskie Linie Lotnicze LOT SA
4.0
Lufthansa German Airlines – Deutsche Lufthansa Aktiengesellschaft
37.6
Pakistan International Airlines Corporation
4.3
Philippine Airlines, Inc.
4.3
Qatar Airways (Q.C.S.C.)
24.5
Royal Air Maroc – Compagnie Nationale Royal Air Maroc
21.2
Swiss International
7.5
TAP Air Portugal – Transportes Aéreos Portugueses, S.A.
13.7
Turkish Airlines Inc. – Türk Hava Yollari Anonim Ortakligi
16.1
United Airlines
0.7
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 processed (by carrier)
Number of complaints processed against Canadian carriers
2022-2023
2021-2022
2020-2021
2019-2020
2018-2019
Air Canada
2502
3245
3481
3055
1997
Air Transat
261
1483
448
417
302
WestJet
2060
3288
1101
975
369
Sunwing
661
884
768
1160
252
Porter Airlines
35
80
50
72
114
Flair
368
239
129
476
225
Swoop
352
-
-
-
-
Other
33
716
383
438
97
Total
6272
9935
6360
6593
3356
Number of complaints processed against U.S. carriers
2022-2023
2021-2022
2020-2021
2019-2020
2018-2019
United
105
96
163
111
79
American Airlines
107
46
98
88
46
Delta
35
34
66
74
31
Other
1
16
17
9
6
Total
248
192
344
282
162
Number of complaints processed against European carriers
.
2022-2023
2021-2022
2020-2021
2019-2020
2018-2019
Lufthansa
67
123
65
110
77
Air France
37
82
46
60
54
British Airways
13
55
24
31
34
KLM
25
66
36
43
29
Other
161
351
160
298
278
Total
303
677
340
565
485
Number of complaints processed against other foreign carriers
2022-2023
2021-2022
2020-2021
2019-2020
2018-2019
Royal Air Maroc
79
111
72
127
83
Turkish Airlines
39
77
49
64
44
China Eastern
6
1
21
24
23
Etihad Airways
25
33
16
40
24
Air India
87
104
53
21
8
Cathay Pacific
1
25
29
34
8
Other
238
517
422
558
379
Total
475
868
665
1026
665
Issues raised in air travel complaints
The Agency is required by the Canada Transportation Act to provide an overview of all air travel complaints it processes – even if it's not an issue the Agency can help with. These issues are reported separately.
Complaints often involve more than one issue. That's why the total number of issues is greater than the number of complaints.
Issues within the Agency's jurisdiction – major Canadian carriers (2022-2023)
Air Canada
WestJet
Sunwing Airlines Inc.
Flair Airlines Ltd.
Swoop Inc.
Air Transat A.T. Inc
Porter Airlines Inc.
Other
Baggage
753
248
43
50
42
62
9
19
Denied boarding
61
13
4
5
2
2
4
2
Flight disruptions
7,964
6,835
2,094
974
797
545
74
89
Refusal to transport
109
38
7
19
16
8
1
2
Reservations
144
169
23
23
39
19
4
1
Ticketing
607
666
76
152
236
79
18
17
Other
743
455
183
123
86
52
5
9
Total
10381
8424
2430
1346
1218
767
115
139
Note:
The increase in the "other" category is due primarily to the addition of certain complaint issues to that category (e.g., standards of treatment) in anticipation of the coming into force of the Air Passenger Protection Regulations. Complaint issue categories will be further expanded in next year's report.
Previous statistics on issues raised in complaints – major Canadian air carriers
Issues within the Agency's jurisdiction – major Canadian carriers (2021-2022)
Air Canada
Air Transat
Porter
Sunwing
WestJet
Other
Baggage
338
28
0
21
107
116
Denied boarding
94
5
0
3
41
5
Flight disruptions
4967
1010
70
1616
4037
1185
Refusal to transport
230
21
1
4
59
68
Reservations
1039
622
38
244
1078
307
Ticketing
2756
1426
86
580
3198
951
Other
903
158
13
179
617
315
Total
10327
3270
208
2647
9137
2947
Issues within the Agency's jurisdiction – major Canadian carriers (2020-2021)
Air Canada
Air Transat
Porter
Sunwing
WestJet
Other
Baggage
92
34
11
132
187
110
Denied boarding
174
4
4
0
22
2
Flight disruptions
4803
528
44
920
1391
593
Refusal to transport
208
17
12
10
72
32
Reservations
267
38
6
33
148
34
Ticketing
129
3
1
5
40
18
Other
2427
269
35
363
711
355
Total
8100
893
113
1463
2571
1144
Note:
The increase in the "other" category is due primarily to the addition of certain complaint issues to that category (e.g., standards of treatment) in anticipation of the coming into force of the Air Passenger Protection Regulations. Complaint issue categories will be further expanded in next year's report.
Issues within the Agency's jurisdiction – major Canadian carriers (2019-2020)
Air Canada
Air Transat
Porter
Sunwing
WestJet
Other
Baggage
866
70
10
291
151
159
Denied boarding
142
4
1
4
27
8
Flight disruptions
2633
352
60
1383
882
741
Refusal to transport
214
34
9
8
98
88
Reservations
239
24
3
34
72
50
Ticketing
423
37
14
29
180
191
Other
1410
224
40
750
537
488
Total
5927
745
137
2497
1947
1725
Note:
The increase in the "other" category is due primarily to the addition of certain complaint issues to that category (e.g., standards of treatment) in anticipation of the coming into force of the Air Passenger Protection Regulations. Complaint issue categories will be further expanded in next year's report.
Issues within the Agency's jurisdiction – major Canadian carriers (2018-2019)
Air Canada
Air Transat
Porter
Sunwing
WestJet
Other
Baggage
993
82
16
100
96
123
Denied boarding
97
5
3
1
6
3
Flight disruptions
1907
261
139
266
388
198
Refusal to transport
167
42
8
9
33
30
Reservations
158
24
3
13
21
23
Ticketing
324
30
17
9
55
77
Other
1202
137
86
127
235
222
Total
4848
581
272
525
834
676
Note:
The increase in the "other" category is due primarily to the addition of certain complaint issues to that category (e.g., standards of treatment) in anticipation of the coming into force of the Air Passenger Protection Regulations. Complaint issue categories will be further expanded in next year's report.
Accessibility
Accessibility Note: Starting in 2022-2023, the Agency has adopted a new methodology for resolving and recording accessibility complaints
Accessibility complaints by dispute resolution method
Resolution method
2022-2023
Facilitation
0
Mediation
126
Adjudication
12
Accessibility complaints by mode
Mode
2022-2023
Air
137
Rail
0
Marine
0
Bus
1
Accessible Canada Act (ACA) Reporting
2(a) Reporting to Parliament (Amendments to subsection 42(2) of the CTA)
Requirements for Agency's annual reporting
2022-2023
2021-2022
2020-2021
# of inspections conducted to verify compliance and prevent non-compliance
52
2
1
# of orders made under section 181.2
0
0
0
# of orders, in writing, made under sections 26, 60 to 62
0
0
0
# of notices of violation issued under section 180
4
1
3
# of inquiries made under any of the sections 172, 172.1 and 172.3
12
19
11
Other statistics
Air carriers holding Agency licences
The Agency is the aeronautical authority for Canada that issues licences to operate publicly available air services. The Agency issues licences to operate domestic air services to Canadian applicants. It also issues licences to operate scheduled and non-scheduled international services to and from Canada.
Note: the number of licences is the total on March 31 (the end of the fiscal year).
Licensed air carriers
2022-2023
2021-2022
2020-2021
2019-2020
2018-2019
Canadian
532
545
558
559
578
U.S.
530
568
570
584
590
Other
289
274
266
246
234
Total
1351
1387
1394
1389
1402
Classification of licences held by Canadian air carriers (2022-2023)
Small aircraft
Medium aircraft
Large aircraft
All cargo
Total
Domestic
513
20
18
39
590
Non-scheduled international
228
18
18
25
289
Scheduled international
6
36
223
111
376
Previous statistics on licences held by Canadian air carriers
Types of licences held by Canadian air carriers (2021-2022)
Small aircraft
Medium aircraft
Large aircraft
All cargo
Total
Domestic
529
22
14
38
603
Non-scheduled international
236
20
15
24
295
Scheduled international
8
37
181
106
332
Total
773
79
210
168
1230
Types of licences held by Canadian air carriers (2020-2021)
Small aircraft
Medium aircraft
Large aircraft
All cargo
Total
Domestic
543
22
15
38
618
Non-scheduled international
240
19
15
25
299
Scheduled international
9
37
177
106
329
Total
792
78
207
169
1246
Types of licences held by Canadian air carriers (2019-2020)
Small aircraft
Medium aircraft
Large aircraft
All cargo
Total
Domestic
546
22
15
38
621
Non-scheduled international
236
19
15
27
297
Scheduled international
10
42
171
103
326
Total
792
83
201
168
1244
Types of licences held by Canadian air carriers (2018-2019)
Small aircraft
Medium aircraft
Large aircraft
All cargo
Total
Domestic
566
23
15
41
645
Non-scheduled international
246
20
15
29
310
Scheduled international
10
41
167
101
319
Total
822
84
197
171
1274
Types of licences held by Canadian, U.S. and other foreign air carriers (2022-2023)
Canadian
U.S.
Other
Total
Domestic
532
0
0
532
Non-scheduled international
248
526
244
1018
Scheduled international
241
40
123
404
Total
1021
566
367
1954
Previous statistics on licences held by U.S. and other foreign carriers
Types of licences held by U.S. and other foreign air carriers (2021-2022)
U.S.
Other
Non-scheduled international
563
230
Scheduled international
41
123
Total
604
353
Types of licences held by U.S. and other foreign air carriers (2020-2021)
U.S.
Other
Non-scheduled international
565
222
Scheduled international
41
119
Total
606
341
Types of licences held by U.S. and other foreign air carriers (2019-2020)
U.S.
Other
Non-scheduled international
577
194
Scheduled international
42
115
Total
619
309
Types of licences held by U.S. and other foreign air carriers (2018-2019)
U.S.
Other
Non-scheduled international
584
183
Scheduled international
42
112
Total
626
295
Air licensing activities
2022-2023
2021-2022
2020-2021
2019-2020
2018-2019
New licences
122
64
94
79
90
New licences - Canadian
65
35
49
-
-
New licences - Foreign
57
29
45
-
-
Amendment of licences initiated by the applicant
68
65
33
52
40
Amendment of licences initiated by the Agency
1
47
9
9
1
Suspensions initiated by the applicant
30
42
56
30
36
Suspensions initiated by the Agency
234
511
408
181
155
Exemptions/rulings
10
12
13
50
123
Reinstatements
164
162
171
94
96
Cancellations
70
51
52
84
84
Code share authorities
21
19
16
27
23
Wet lease authorities
16
4
6
39
23
Total
858
977
858
579
671
Air charter permits
An international charter air service is a non-scheduled international service operated under a contractual arrangement between an air carrier and a charterer. Carriers holding a licence for a non-scheduled international service must get an Agency program permit or authorization to operate Canadian-originating charter flights to any foreign country. The permit and authorization processes ensure that air carriers operating international charter flights comply with Air Transportation Regulations.
Number of permits issued
2022-2023
2021-2022
2020-2021
2019-2020
2018-2019
Passenger non-resaleable entity charters
765
545
270
465
308
Cargo non-resaleable entity charters
52
231
124
127
150
Passengers resaleable
29
16
1
65
51
Total
846
792
395
657
509
Other air charter permit activities
2022-2023
2021-2022
2020-2021
2019-2020
2018-2019
Exemptions granted to the charter regulations
917
898
460
910
849
Amendments to charter permits
21
37
9
37
8
Air charter permits and notifications
Note: As of July 1, 2019, the Air Transportation Regulations (ATR) were amended. They needed updating to reflect market realities. The ATR’s charter types and the provisions regarding Canadian-originating charters, foreign-originating charters and permit and notification filing did not reflect the current practices and business models in this area. The amendments removed obsolete terms and consolidated the number of charter types from eight to four, based on whether they are for resaleable or non-resaleable passenger transportation originating in Canada, passenger transportation originating in a foreign country or goods transportation.
The new way to present data on charter operations is more reflective of the business realities. Foreign and Transborder (Canada – US) charter operations have to follow the same requirement from the ATR. As such the data won't point out Transborder any longer.
Permits, notifications, and exemptions
2022-2023
2021-2022
2020-2021
2019-2020
Permits - Approved by the Agency
846
792
395
657
Passenger non-resaleable
359
246
146
230
Passenger resaleable
29
16
1
65
Passenger foreign origin
406
299
124
235
Cargo
52
231
124
127
Notifications processed by Agency Staff
3315
3130
1521
1524
Passenger non-resaleable
1683
1433
566
738
Passenger foreign origin
1316
1345
458
539
Cargo
316
352
497
247
Exempted to apply for permit in advance
3
10
2
33
Ambulance
3
10
2
23
Cargo
0
0
0
10
Note: As of April 1, 2014, the Agency has granted certain carriers with an exemption to operate last-minute air ambulance and entity cargo charter flights following the Agency's elimination of its after-hour service. These flights were processed using this new approach and would have ordinarily been captured under air charter permits issued.
Railway infrastructure and construction
The Agency approves specific railway line construction projects. If a railway company intends to construct a railway line, it must file an application with the Agency under section 98 of the Canada Transportation Act for approval.
2022-2023
2021-2022
2020-2021
2019-2020
2018-2019
Railway crossing agreements filed
14
13
2
6
25
Approvals - railway line locations and construction of railway crossings
0
1
2
2
0
Notices of railway discontinuance received
2
2
1
0
6
Net salvage value determinations
1
0
0
0
0
New, modified or cancelled certificates of fitness
1
1
33
6
4
Rail help line calls
94
239
143
146
-
Note:
A comprehensive process review resulted in a temporary decline in agreements filed with the Agency in 2014-2015.
Includes net salvage value estimates performed by staff under contract with clients.
Marine coasting trade applications
Coasting trade licences are issued by the Minister of Public Safety to Canadian residents who have applied for permission to bring a foreign-flagged vessel into Canadian waters to perform a service or activity over a specified period of time. You must simultaneously apply to the Agency and the Canada Border Services Agency to obtain a licence.
The Agency determines whether there are suitable Canadian ships available to carry out the activity described in the application. If the proposed activity involves the carriage of passengers, the Agency determines if there is an adequate marine service using Canadian vessels.
The Canada Border Services Agency cannot license anyone to use a foreign-registered ship until the Agency issues its determination.
A coasting trade licence is issued when there are no suitable Canadian vessels available to perform the service or activity.
