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Data: TRAN – February 27, 2024
Standing Committee on Transport, Infrastructure and Communities (TRAN) – February 27, 2024: Meeting Details
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Accessibility Complaints Data
| Fiscal Year | FY 18/19 | FY 19/20 | FY 20/21 | FY 21/22 | FY 22/23 | FY 23/24 | Total |
|---|---|---|---|---|---|---|---|
| Total Accessibility Complaints Received | 187 | 223 | 143 | 115 | 197 | 394 | 1259 |
| Mobility Aid Complaints | 67 | 68 | 43 | 30 | 59 | 155 | 422 |
| Data as of February 21, 2024 | |||||||
| Issue Type | # of Issues Received |
|---|---|
| Assistance | 155 |
| Flight delays and cancellations | 40 |
| Communications | 39 |
| Mobility Aids | 35 |
| Service Animal | 23 |
| Seating Accommodation (non 1P1F) | 21 |
| Other | 19 |
| Clear communication and standard of care | 15 |
| Flight disruptions | 12 |
| One person, one fare (1P1F) | 11 |
| Baggage | 11 |
| Training | 10 |
| Refund | 9 |
| Refusal to transport | 8 |
| Terminal Accessibility | 8 |
| Allergy | 6 |
| Oxygen | 6 |
| Emotional Support Animals (ESAs) | 4 |
| Mask | 4 |
| Quality of service | 4 |
| Denied boarding | 3 |
| Allergies | 1 |
| Request for assistance | 1 |
| Reservations | 1 |
| Tarmac delays | 1 |
| Technical Requirements | 1 |
| Total Issues | 448 |
| Respondent Name | Mode | Cases Received - FY 23/24 |
|---|---|---|
| Air Canada | Air | 154 |
| WestJet | Air | 91 |
| Flair Airlines | Air | 23 |
| Air Transat | Air | 17 |
| Unknown | N/A | 9 |
| Sunwing Airlines | Air | 8 |
| Swoop | Air | 7 |
| Airport | Air | 5 |
| British Airways | Air | 5 |
| LOT Polish Airlines | Air | 5 |
| Lufthansa | Air | 5 |
| American Airlines | Air | 4 |
| Government | Air | 4 |
| KLM | Air | 4 |
| Turkish Airlines | Air | 4 |
| Air India Limited | Air | 3 |
| Emirates | Air | 3 |
| Porter Airlines | Air | 3 |
| Swiss International Air Lines | Air | 3 |
| United Airlines | Air | 3 |
| VIA Rail | Rail | 3 |
| Aer Lingus | Air | 2 |
| Aeroméxico | Air | 2 |
| Air France | Air | 2 |
| Air Liaison | Air | 2 |
| Delta Air Lines | Air | 2 |
| Egyptair | Air | 2 |
| Korean Air | Air | 2 |
| Lynx Air | Air | 2 |
| Philippine Airlines | Air | 2 |
| TAP Portugal | Air | 2 |
| Alaska Airlines, Inc. | Air | 1 |
| All Nippon Airways | Air | 1 |
| Arajet | Air | 1 |
| Austrian Airlines | Air | 1 |
| Etihad Airways | Air | 1 |
| EVA Air | Air | 1 |
| First Air | Air | 1 |
| Marine Atlantic | Marine | 1 |
| Qatar Airways | Air | 1 |
| Royal Air Maroc | Air | 1 |
| Tunisair | Air | 1 |
| Total Received | 394 |
CRO Complaints Throughput
| October | November | December | January | |
|---|---|---|---|---|
| Complaints at start | 59,110 | 61,326 | 61,483 | 63,019 |
| Complaints received | 3,517 | 3,112 | 2,935 | 4,055 |
| Complaints closed | 1,301 | 2,955 | 1,399 | 1,856 |
| Net difference | 2,216 | 157 | 1,536 | 2,199 |
| Backlog | 61,326 | 61,483 | 63,019 | 65,218 |
| Data as of January 31, 2024 | ||||
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