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Statistics 2023-2024
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An efficient transportation system for Canada
Rail
| 2023-2024 | 2022-2023 | 2021-2022 | 2020-2021 | 2019-2020 | |
|---|---|---|---|---|---|
| Facilitation | 12 | 23 | 33 | 33 | 18 |
| Mediation | 12 | 17 | 14 | 20 | 41 |
| Arbitration | 15 | 10 | 7 | 5 | 10 |
| Adjudication | 0 | 4 | 2 | 3 | 2 |
| Total | 39 | 54 | 56 | 61 | 71 |
| 2023-2024 | 2022-2023 | 2021-2022 | 2020-2021 | 2019-2020 | |
|---|---|---|---|---|---|
| Railway crossing agreements filed | 10 | 14 | 13 | 2 | 6 |
| Railway line locations and construction of railway crossings approved | 1 | 0 | 1 | 2 | 2 |
| Railway notices of discontinuance received | 0 | 2 | 2 | 1 | 0 |
| Net salvage value applications determined | 0 | 1 | 0 | 0 | 0 |
| Certificates of fitness processed | 3 | 1 | 1 | 33 | 6 |
| Rail Help Line calls received | 152 | 94 | 239 | 143 | 146 |
Air
Air carriers holding Agency licences
| 2023-2024 | 2022-2023 | 2021-2022 | 2020-2021 | 2019-2020 | |
|---|---|---|---|---|---|
| Canadian | 529 | 532 | 545 | 558 | 559 |
| U.S. | 498 | 530 | 568 | 570 | 584 |
| Other | 299 | 289 | 274 | 266 | 246 |
| Total | 1,326 | 1,351 | 1,387 | 1,394 | 1,389 |
| Small aircraft | Medium aircraft | Large aircraft | All cargo | |
|---|---|---|---|---|
| Domestic | 507 | 20 | 17 | 40 |
| Non-scheduled international | 229 | 18 | 16 | 25 |
| Scheduled international | 6 | 37 | 237 | 117 |
| Total | 742 | 75 | 270 | 182 |
| Canadian | U.S. | Other | Total | |
|---|---|---|---|---|
| Domestic | 530 | 0 | 0 | 530 |
| Non-scheduled international | 247 | 490 | 255 | 992 |
| Scheduled international | 260 | 41 | 127 | 428 |
| Total | 1,037 | 531 | 382 | 1,950 |
| 2023-2024 | 2022-2023 | 2021-2022 | 2020-2021 | 2019-2020 | |
|---|---|---|---|---|---|
| New licences | 107 | 122 | 64 | 94 | 79 |
| New licences - Canadian | 46 | 65 | 35 | 49 | |
| New licences - Foreign | 61 | 57 | 29 | 45 | |
| Amendment of licences initiated by the applicant | 47 | 68 | 65 | 33 | 52 |
| Amendment of licences initiated by the Agency | 0 | 1 | 47 | 9 | 9 |
| Suspensions initiated by the applicant | 27 | 30 | 42 | 56 | 30 |
| Suspensions initiated by the Agency | 192 | 234 | 511 | 408 | 181 |
| Exemptions/rulings | 16 | 10 | 12 | 13 | 50 |
| Reinstatements | 170 | 164 | 162 | 171 | 94 |
| Cancellations | 117 | 70 | 51 | 52 | 84 |
| Code share authorities | 22 | 21 | 19 | 16 | 27 |
| Wet lease authorities | 19 | 16 | 4 | 6 | 39 |
| Total | 824 | 858 | 977 | 858 | 579 |
Air charter permits
| 2023-2024 | 2022-2023 | 2021-2022 | 2020-2021 | 2019-2020 | |
|---|---|---|---|---|---|
| Passenger non-resaleable entity charters | 916 | 765 | 545 | 270 | 465 |
| Cargo non-resaleable entity charters | 44 | 52 | 231 | 124 | 127 |
| Passengers resaleable | 38 | 29 | 16 | 1 | 65 |
| Total | 998 | 846 | 792 | 395 | 657 |
| 2023-2024 | 2022-2023 | 2021-2022 | 2020-2021 | 2019-2020 | |
|---|---|---|---|---|---|
| Exemptions granted to the charter regulations | 1,005 | 917 | 898 | 460 | 910 |
| Amendments to charter permits | 27 | 21 | 37 | 9 | 37 |
Air charter permits and notifications
| 2023-2024 | 2022-2023 | 2021-2022 | 2020-2021 | 2019-2020 | |
|---|---|---|---|---|---|
| Passenger non-resaleable | 434 | 359 | 246 | 146 | 230 |
| Passenger resaleable | 38 | 29 | 16 | 1 | 65 |
| Passenger foreign origin | 482 | 406 | 299 | 124 | 235 |
| Cargo | 44 | 52 | 231 | 124 | 127 |
| Total | 998 | 846 | 792 | 395 | 657 |
| 2023-2024 | 2022-2023 | 2021-2022 | 2020-2021 | 2019-2020 | |
|---|---|---|---|---|---|
| Passenger non-resaleable | 1,547 | 1,683 | 1,433 | 566 | 738 |
| Passenger foreign origin | 1,332 | 1,316 | 1,345 | 458 | 539 |
| Cargo | 332 | 316 | 352 | 497 | 247 |
| Total | 3,211 | 3,315 | 3,130 | 1,521 | 1,524 |
| 2023-2024 | 2022-2023 | 2021-2022 | 2020-2021 | 2019-2020 | |
|---|---|---|---|---|---|
| Ambulance | 4 | 3 | 10 | 2 | 23 |
| Cargo | 0 | 0 | 0 | 0 | 10 |
| Total | 4 | 3 | 10 | 2 | 33 |
Marine
| 2023-2024 | 2022-2023 | 2021-2022 | 2020-2021 | 2019-2020 | |
|---|---|---|---|---|---|
| Mediation | 0 | 0 | 0 | 1 | 1 |
| Adjudication | 0 | 3 | 1 | 4 | 4 |
| Total | 0 | 3 | 1 | 5 | 5 |
| 2023-2024 | 2022-2023 | 2021-2022 | 2020-2021 | 2019-2020 | |
|---|---|---|---|---|---|
| Approved | 42 | 39 | 39 | 29 | 61 |
| Denied | 0 | 0 | 1 | 5 | 3 |
| Withdrawn | 4 | 0 | 5 | 2 | 1 |
| Other | 0 | 1 | |||
| Total | 46 | 40 | 46 | 36 | 65 |
| Total contested | 0 | 3 | 10 | 9 | 4 |
| Total uncontested | 46 | 37 | 36 | 27 | 61 |
Consumer protection for air travellers
| 2023-2024 | 2022-2023 | 2021-2022 | 2020-2021 | 2019-2020 | |
|---|---|---|---|---|---|
| Complaints received | 43,549 | 42,068 | 12,158 | 13,275 | 19,392 |
| Backlog at year end | 71,109 | 44,319 | 13,409 | 16,515 | 13,467 |
| 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. | |||||
| 2023-2024 | 2022-2023 | 2021-2022 | 2020-2021 | 2019-2020 | |
|---|---|---|---|---|---|
| Total processed under pre-CRO (to September 29, 2023) |
5,930 | 11,158 | 15,264 | 10,227 | 9,143 |
| Total processed by CRO (from September 30, 2023) |
10,829 | ||||
| Total | 16,759 | 11,158 | 15,264 | 10,227 | 9,143 |
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, 2023 to March 31, 2024) |
|---|---|
| Air Canada | 5.0 |
| Air Transat A.T. Inc. | 2.8 |
| Canada Jetlines | 5.7 |
| Flair Airlines Ltd. | 14.3 |
| Lynx Air | 18.9 |
| Porter Airlines | 1.4 |
| Sunwing Airlines Inc. | 11.9 |
| Swoop Inc. | 13.7 |
| Westjet | 5.2 |
| 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). | |
| Airline | Average (April 1, 2023 to March 31, 2024) |
|---|---|
| Aer Lingus Limited | 2.7 |
| Aerovias de Mexico S.A. de C.V. | 2.5 |
| Aerovias del Continente Americano S.A. | 3.1 |
| Air India Limited | 17.9 |
| Air New Zealand Limited | 4.7 |
| ALIA - The Royal Jordanian Airline plc (Royal Jordanian) | 3.5 |
| All Nippon Airways Co., Ltd. | 2.2 |
| American Airlines, Inc. | 1.9 |
| Austrian Airlines AG | 8.2 |
| British Airways Plc | 4.7 |
| Caribbean Airlines Limited | 2.9 |
| Cathay Pacific Airways Limited | 5.6 |
| China Airlines Limited | 3.3 |
| Compagnie Nationale Royal Air Maroc | 29.8 |
| Compañia Panameña de Aviacion, S.A. | 1.9 |
| Condor Flugdienst GmbH | 7.6 |
| Corsair | 1.1 |
| Delta Air Lines, Inc. | 1.2 |
| Deutsche Lufthansa Aktiengesellschaft (Lufthansa German Airlines) | 18.1 |
| EgyptAir | 20.4 |
| Emirates | 4.3 |
| EPE SPA Air Algérie | 11.0 |
| Ethiopian Airlines Group | 4.6 |
| Etihad Airways P.J.S.C. | 15.5 |
| Eva Airways Corporation | 2.5 |
| Fly Play hf. | 3.3 |
| Icelandair ehf | 1.6 |
| JetBlue Airways Corporation | 4.4 |
| Koninklijke Luchtvaart Maatschappij, N.V. (K.L.M. Royal Dutch Airlines) | 7.1 |
| Korean Air Lines Co. Ltd. | 2.0 |
| Nihon Koku Kabushiki Gaisha (Japan Airlines Co., Ltd.) | 1.8 |
| Pakistan International Airlines Corporation | 6.6 |
| Philippine Airlines, Inc. | 9.9 |
| Polskie Linie Lotnicze LOT SA (LOT Polish Airlines SA) | 7.1 |
| Qatar Airways Group (Q.C.S.C.) | 24.8 |
| Sata Internacional - Serviços e Transportes Aéreos, S.A. | 4.7 |
| Société Air France | 11.4 |
| Société Tunisienne de l'Air | 23.8 |
| Swiss International Air Lines Ltd. | 7.2 |
| Transportes Aéreos Portugueses, S.A. | 8.2 |
| Türk Hava Yollari Anonim Ortakligi (Turkish Airlines Inc.) | 16.5 |
| United Airlines, Inc. | 1.6 |
| 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). | |
| Carrier | Nationality | Total |
|---|---|---|
| Air Canada | Canada | 2,269 |
| WestJet | Canada | 1,944 |
| Flair Airlines Ltd. | Canada | 1,020 |
| Swoop Inc. | Canada | 297 |
| Sunwing Airlines Inc. | Canada | 278 |
| Air Transat A.T. Inc. | Canada | 116 |
| United Airlines, Inc. | United States of America | 116 |
| American Airlines, Inc. | United States of America | 115 |
| Société Air France | France | 97 |
| Lynx Air | Canada | 90 |
| Deutsche Lufthansa Aktiengesellschaft (Lufthansa German Airlines) | Germany | 85 |
| Türk Hava Yollari Anonim Ortakligi (Turkish Airlines Inc.) | Turkey | 75 |
| Transportes Aéreos Portugueses, S.A. | Portugal | 68 |
| Qatar Airways Group (Q.C.S.C.) | Qatar | 63 |
| British Airways Plc | United Kingdom | 53 |
| Porter Airlines Inc. | Canada | 50 |
| Delta Air Lines, Inc. | United States of America | 48 |
| AEROVIAS DE MEXICO S.A. DE C.V. | Mexico | 44 |
| Air India Limited | India | 40 |
| Compagnie Nationale Royal Air Maroc | Morocco | 33 |
| Etihad Airways P.J.S.C. | United Arab Emirates | 30 |
| Société Tunisienne de l'Air | Tunisia | 30 |
| ABC Aerolineas, S.A. de C.V. | Mexico | 29 |
| Koninklijke Luchtvaart Maatschappij, N.V. (K.L.M. Royal Dutch Airlines) | Netherlands | 23 |
| Philippine Airlines, Inc. | Philippines | 21 |
| EGYPTAIR | Egypt | 19 |
| Compañia Panameña de Aviacion, S.A. | Panama | 15 |
| Canadian North Inc. | Canada | 11 |
| Polskie Linie Lotnicze LOT SA (LOT Polish Airlines SA) | Poland | 9 |
| Qantas Airways Limited | Australia | 9 |
| Corsair | France | 8 |
| Ethiopian Airlines Group | Ethiopia | 8 |
| Austrian Airlines AG | Austria | 7 |
| Emirates | United Arab Emirates | 6 |
| Alaska Airlines, Inc. | United States of America | 5 |
| Pacific Coastal Airlines Limited | Canada | 5 |
| PAL Airlines Ltd. | Canada | 5 |
| Brussels Airlines NV/SA | Belgium | 4 |
| Caribbean Airlines Limited | Trinidad and Tobago | 4 |
| Cathay Pacific Airways Limited | Hong Kong | 4 |
| Icelandair ehf | Iceland | 4 |
| Swiss International Air Lines Ltd. | Switzerland | 4 |
| Aerovias del Continente Americano S.A. | Colombia | 3 |
| Air China Limited | China | 3 |
| Air Liaison Inc. | Canada | 3 |
| Air New Zealand Limited | New Zealand | 3 |
| Pakistan International Airlines Corporation | Pakistan | 3 |
| Oman Air S.A.O.C. | Oman | 3 |
| Pascan Aviation Inc. | Canada | 3 |
| Aegean Airlines S.A. | Greece | 2 |
| All Nippon Airways Co., Ltd. | Japan | 2 |
| Calm Air International LP, représentée par son commandité/as represented by its general partner, Calm Air GP Inc. | Canada | 2 |
| China Airlines Limited | Taiwan | 2 |
| China Eastern Airlines Corporation Limited | China | 2 |
| Condor Flugdienst GmbH | Germany | 2 |
| LATAM Airlines Peru S.A. | Peru | 2 |
| Nihon Koku Kabushiki Gaisha (Japan Airlines Co., Ltd.) | Japan | 2 |
| JetBlue | United States of America | 2 |
| Sata Internacional - Azores Airlines, S.A. | Portugal | 2 |
| Air North Charter & Training Ltd. | Canada | 1 |
| Alitalia - Società Aerea Italiana S.p.A. | Italy | 1 |
| El Al Israel Airlines Ltd. | Israel | 1 |
| EPE SPA Air Algérie | Algeria | 1 |
| Kenya Airways Ltd | Kenya | 1 |
| Korean Air Lines Co. Ltd. | South Korea | 1 |
| LATAM Airlines Group S.A. | Chile | 1 |
| Scandinavian Airlines System (SAS) | Sweden | 1 |
| Sichuan Airlines Co., Ltd. | China | 1 |
| South African Airways SOC Limited | South Africa | 1 |
| Taca International Airlines, S.A. | El Salvador | 1 |
| TONG CONG TY HANG KHONG VIET NAM-CTCP / VIETNAM AIRLINES JSC | Vietnam | 1 |
| Van City Seaplanes Ltd. | Canada | 1 |
| Total | 7,215 | |
| Note: This table is a mandatory report and is included in the Appendix of the Annual Report. | ||
Accessible transportation for Canadians
Starting in 2022-2023, the Agency has adopted a new methodology for resolving and recording accessibility complaints.
| 2023-2024 | 2022-2023 | 2021-2022 | 2020-2021 | 2019-2020 |
|---|---|---|---|---|
| 396 | 260 | 149 | 69 | 67 |
| 2023-2024 | 2022-2023 | |
|---|---|---|
| Mediation | 220 | 126 |
| Adjudication | 13 | 12 |
| 2023-2024 | 2022-2023 | |
|---|---|---|
| Air | 230 | 137 |
| Rail | 2 | 0 |
| Marine | 1 | 0 |
| Bus | 0 | 1 |
| Total | |
|---|---|
| 1P1F | 7 |
| Air Travel Issue | 89 |
| Allergy | 1 |
| Mobility Aids and Assistance | 163 |
| Oxygen | 3 |
| Refunds | 4 |
| Refusal to Transport | 1 |
| Seating Accommodation (non-1P1F) | 12 |
| Service and Emotional Support Animals | 19 |
| Terminal and Equipment Accessibility | 10 |
| Training and Communications | 34 |
| Other | 24 |
| Total | 367 |
Accessible Canada Act (ACA) reporting
| Requirements for Agency's annual reporting | 2023-2024 | 2022-2023 | 2021-2022 | 2020-2021 |
|---|---|---|---|---|
| Number of inspections conducted to verify compliance and prevent non-compliance | 190 | 52 | 2 | 1 |
| Number of orders made under section 181.2 | 0 | 0 | 0 | 0 |
| Number of orders, in writing, made under sections 26, 60 to 62 | 0 | 0 | 0 | 0 |
| Number of notices of violation issued under section 180 | 11 | 4 | 1 | 3 |
| Number of inquiries made under any of sections 172, 172.1 and 172.3 | 13 | 12 | 19 | 11 |
Compliance Monitoring and Enforcement Policy and Priorities
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.
| 2023-2024 | 2022-2023 | 2021-2022 | 2020-2021 | 2019-2020 | |
|---|---|---|---|---|---|
| Carrier inspections | 164 | 16 | 41 | 7 | 15 |
| Facility inspections | 30 | 43 | 1 | 0 | 8 |
| Carrier monitoring at terminals | 67 | 77 | 0 | 2 | 81 |
| Targeted verifications of suspected non-compliance | 51 | 44 | 205 | n/a | 63 |
| Website monitoring | 79 | 26 | 34 | 109 | 40 |
| Targeted investigations | 112 | 79 | 41 | 23 | 27 |
| Total | 503 | 285 | 322 | 141 | 234 |
|
Note : Inspection numbers include only those completed in 2023-24 fiscal year. Inspections initiated in 2023-24 that have not yet been completed will be captured in 2024-2025. |
|||||
| 2023-2024 | 2022-2023 | 2021-2022 | 2020-2021 | 2019-2020 | |
|---|---|---|---|---|---|
| 1. Notice of violation - with Administrative Monetary Penalty | 75 | 33 | 11 | 8 | 14 |
| 2. Notice of violation – with warning | 0 | 0 | 0 | 2 | 0 |
| 3. Cautionary notices | 185 | 9 | 56 | 49 | 7 |
| Total amount of penalties (in dollars) | 1,343,930 | 725,380 | 253,975 | 54,500 | 780,000 |
| Notes: 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. | |||||
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