Ottawa travellers who've dealt with flight delays, cancellations, or denied boarding at the Macdonald-Cartier International Airport, and many have, already know how frustrating the complaints process can be. Things could get even worse.
The federal government is currently weighing whether to renew funding for the Canadian Transportation Agency's (CTA) airline complaint backlog operations, and if that funding isn't extended, Canadians could soon be waiting significantly longer to have their grievances heard.
The Complaint Backlog Problem
Canada's airline passenger rights regime has been a work in progress since the Air Passenger Protection Regulations came into force in 2019. In theory, the rules gave travellers clear rights around delays, cancellations, and baggage issues. In practice, the enforcement mechanism, filing complaints with the CTA, became overwhelmed.
At its peak, the CTA backlog swelled to tens of thousands of unresolved complaints. The federal government allocated emergency funding to hire adjudicators and speed up resolution, and the backlog began to shrink. Now, that extra funding is set to expire, and without renewal, the agency may not have the capacity to maintain current processing speeds.
What This Means for Ottawa Passengers
Ottawa International Airport has grown significantly in recent years, with new routes and increasing passenger volumes. For Ottawa-area travellers, many of whom commute to Toronto, Montreal, or Calgary for work, or who fly internationally, delays in the complaints process translate to real money sitting in limbo.
Passenger rights advocates say the average complaint involves hundreds of dollars in owed compensation, and when the process drags on for months or years, many passengers simply give up. That's exactly what airlines are accused of counting on.
"The whole point of a complaints system is that it has to be timely to be effective," said one passenger rights advocate. "A decision that comes two years after your cancelled flight isn't justice. It's an afterthought."
The Federal Government's Decision
The federal government has not yet signalled what it will do about the CTA funding question. Transport Canada has indicated it is reviewing the situation, but no announcement has been made. Consumer groups and airline passenger advocates are calling on Ottawa to commit to ongoing funding before the current authorization lapses.
With a federal election campaign underway, the issue could become a political football, both the Liberals under Mark Carney and opposition parties are eager to be seen as champions of consumer protection.
What Ottawa Travellers Can Do
In the meantime, Ottawa passengers who have unresolved airline complaints should file them as soon as possible with the Canadian Transportation Agency. The CTA's website has an online complaint portal, and filing sooner rather than later is advisable given the uncertainty around processing capacity.
Travel insurance remains another option for some passengers to recover losses without waiting for government adjudication. Consumer groups also recommend documenting everything, receipts, correspondence with airlines, and records of any expenses incurred due to disruptions.
Source: CBC Ottawa / CBC Politics
