A plane is silhouetted as it takes off from Vancouver International Airport in Richmond, B.C., Monday, May 13, 2019. The Canadian Transportation Agency says it has received more than 8,000 complaints about airlines since mid-March, an unprecedented figure for the five-and-a-half-month period. THE CANADIAN PRESS/Jonathan Hayward

A plane is silhouetted as it takes off from Vancouver International Airport in Richmond, B.C., Monday, May 13, 2019. The Canadian Transportation Agency says it has received more than 8,000 complaints about airlines since mid-March, an unprecedented figure for the five-and-a-half-month period. THE CANADIAN PRESS/Jonathan Hayward

Canadians filed more than 8,000 complaints about airlines to agency since March

Canadian airlines have typically offered flight credit valid for two years after they cancel a trip

The Canadian Transportation Agency says it has received more than 8,000 complaints about airlines since mid-March, an unprecedented figure for the five-and-a-half-month period.

The total exceeds the number of complaints from all of 2018-19 and comes amid a prolonged customer backlash over a move by airlines to offer flight credit rather than refunds for most trips cancelled due to the COVID-19 pandemic.

“Given that we are in the process of reviewing those complaints, it is not possible to identify specific issues raised in these complaints or to provide any kind of breakdown at this time. However, we expect a portion of these will relate to vouchers and refunds,” the agency said in an email.

The surge in complaints lines up directly with a more than 90 per cent plunge in passenger volume at Canadian carriers, suggesting reimbursements or flight cancellations rather than in-flight experiences play a prominent role.

Canadian airlines have typically offered flight credit valid for two years after they cancel a trip, leaving many customers concerned they will not feel comfortable flying for health or financial reasons within that time.

Since February, passengers have filed a handful of proposed class-action lawsuits and three petitions garnering more than 109,000 signatures that call for customer reimbursement.

In contrast to Canadian authorities, the European Commission and the U.S. Department of Transportation have required airlines to refund passengers. The U.S. and European countries including France and Germany have also offered billions in financial relief to struggling carriers, while Ottawa has provided no industry-specific bailout to airlines.

The pandemic has devastated the airline industry, with billions of dollars in losses for Canadian carriers amid grounded flights and tight international borders.

Canadian airline revenues in 2020 will fall by $14.6 billion or 43 per cent from last year, according to estimates in May from the International Air Transport Association.

The complaints span mid-March — Prime Minister Justin Trudeau issued a travel advisory on March 13 warning Canadians against trips abroad — to Aug. 26.

The agency did not specify an exact number of complaints.

READ MORE: Airlines dispute Dr. Henry’s claim they ‘very rarely’ give accurate COVID contact tracing info

READ MORE: WestJet says refusal to wear a mask could mean travel ban for a year

Christopher Reynolds, The Canadian Press


Like us on Facebook and follow us on Twitter.

Want to support local journalism during the pandemic? Make a donation here.

Air TravelCoronavirus

Get local stories you won't find anywhere else right to your inbox.
Sign up here

Just Posted

COVID-19. (Image courtesy CDC)
Interior Health reports 70 new cases overnight

The total number of cases in the region is now at 1,426

Photo: Trail Times file
Heavy traffic back up in Trail after 3-vehicle collision on the bridge

A collision on the Trail bridge backed up traffic through the city’s core on Wednesday afternoon

Rossland Mayor Kathy Moore presents Larry Doell with Community Contributor Award. Photo: City of Rossland
Rossland honours longtime volunteer with community award

Larry Doell picked “because of his impressive years of service and the breadth of his contributions.”

The pool remains open, but all fitness classes suspended at Trail Aquatic and Leisure Centre.
Trail aquatic centre shuts down all fitness classes

Following clarification from PHO, Trail Parks and Rec suspends fitness classes, pool remains open

Four of the campaign volunteers were reimbursed $100 for helping to make the masks. Photo: Dave Cornelius
Rossland Masks4All campaign makes 2400 masks

The campaign ran from April to November

A man wearing a face mask to help curb the spread of COVID-19 walks in downtown Vancouver, B.C., Sunday, Nov. 22, 2020. The use of masks is mandatory in indoor public and retail spaces in the province. THE CANADIAN PRESS/Darryl Dyck
B.C. records deadliest day of pandemic with 13 deaths, 738 new COVID-19 cases

Number of people in hospital is nearing 300, while total cases near 30,000

(File photo)
Alberta woman charged after allegedly hitting boy with watermelon at Okanagan campsite

Police say a disagreement among friends at an Adams Lake campsite turned ugly

Court of Appeal for British Columbia in Vancouver. (File photo: Tom Zytaruk)
B.C. woman loses appeal to have second child by using late husband’s sperm

Assisted Human Reproduction Act prohibits the removal of human reproductive material from a donor without consent

Krista Macinnis displays the homework assignment that her Grade 6 daughter received on Tuesday. (Submitted photo)
B.C. mom angry that students asked to list positive stories about residential schools

Daughter’s Grade 6 class asked to write down 5 positive stories or facts

B.C. projects targeting the restoration of sockeye salmon stocks in the Fraser and Columbia Watersheds will share in $10.9 million of federal funding to protect species at risk. (Kenny Regan photo)
13 projects protecting B.C. aquatic species at risk receive $11 million in federal funding

Salmon and marine mammals expected to benefit from ecosystem-based approach

Barrels pictured outside Oliver winery, Quinta Ferreira, in May. (Phil McLachlan - Black Press Media)
B.C. Master of Wine reflects on industry’s teetering economic state

Pandemic, for some wine makers, has been a blessing in disguise. For others, not so much.

Damien Smith, with father Thomas Smith, is “frozen” with joy as he watches a special message Deadpool star Ryan Reynolds recorded for Damien’s 9th birthday on Tuesday, Nov. 24, 2020. (Contributed)
Shuswap boy celebrates 9th birthday with family, community and Ryan Reynolds

People from around the world send birthday cards showing young Canoe resident he’s not alone

(Ashley Wadhwani/Black Press Media)
Refuse to follow B.C.’s mask mandate? Face a $230 fine

Masks are now required to be worn by all British Columbians, 12 years and older

Most Read