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

Health Minister Tyler Shandro and Dr. Deena Hinshaw, the chief medical officer of health, receive flu shot. Photo via Government of Alberta
COVID-19: One more death in central zone

Ponoka County on province’s watchlist

Many rural municipalities were concerned about a proposed reduction to their industrial revenues, but Alberta’s Municipal Affairs minister has come up with an alternative solution. (Photo contributed)
Province and rural municipalities agree on a plan to support Alberta’s energy industry

Creating new wells or pipelines would result in a three year ‘tax holiday’

East Central Express also offers wedding or event shuttle services and tours of the Rocky Mountains. Photo courtesy of East Central Express.
On-demand bus service will now stop in Lacombe

As the winter months arrive, Rob Duncan expects demand for his bus and taxi services to grow

The influenza vaccine will be available at no cost starting Monday in Alberta. “The more that we can avoid influenza-related tests, emergency visits and hospitalizations, the stronger our system will be to support those with COVID-19 and all other health needs," says Dr. Deena Hinshaw, the province's chief medical officer of health. (AP Photo/Ted S. Warren)
Hinshaw urges Albertans to get flu shot as COVID cases jump by 332

Alberta’s central zone now has 132 active COVID-19 cases

A new biorefinery that will turn organic waste into natural energy was announced in Lacombe on Oct. 15. From left to right: Steve MacDonald, CEO of Emissions Reduction Alberta, Grant Creasey, Mayor of the City of Lacombe, Ron Orr, MLA for Lacombe-Ponoka, Jason Nixon, Minister of Environment and Parks and Chris Thrall, President and CEO of BioRefinex Canada Inc. (Photo Courtesey of The City of Lacombe)
Lacombe to become world’s first site for a new type of clean energy facility

A biorefinery will be built in 2021 creating temporary and full-time jobs, the province announced.

In this photo provided by Shannon Kiss, smoke from the CalWood Fire billows, Sunday, Oct. 18, 2020, as seen from Gunbarrel, Colo. (Shannon Kiss via AP)
‘First guys out:’ Western Canadian air tanker fleet busy despite drop in wildfires

CEO believes wildfires have become more dangerous in recent years as people live closer to where they start

A passer-by walks past a COVID-19 testing clinic in Montreal, Friday, Oct. 16, 2020. THE CANADIAN PRESS/Ryan Remiorz
Canada ‘yet to see’ deaths due to recent COVID surge as cases hit 200,000

Much of the increase in case numbers can be attributed to Ontario and Quebec

robbery
UPDATE: Suspect identified in early morning shooting

Rimbey RCMP had responded to a complaint of an armed robbery at the Bluffton City General Store

Executive Director of Agape Kate Halas (left) receives $1000 from Sgt. Eric Christensen (right) on behalf of Agape. Photo/ Shaela Dansereau.
Former Wetaskiwin Peace Officer wins provincial award; gives back to Wetaskiwin community

Eric Christensen has won the Alberta Association of Community Peace Officers Award of Excellence.

Agriculture Minister Devin Dreeshen (Alberta government photo)
Big boost for Alberta college agriculture research

The $2-million agreement to benefit Lethbridge College’s applied research team

Grant and Barbara Howse, in quarantine in Invermere. Mike Turner photo
Denied entry into U.S., Canadian couple still forced to quarantine for 2 weeks

The rules around crossing the U.S. border led to a bizarre situation for an Invermere couple

Employee Sophia Lovink shows off a bag of merchandise in Toronto on Thursday, June 11, 2020. (THE CANADIAN PRESS/Nathan Denette)
Canada gets C-average grade on 2nd year of cannabis legalization

Cannabis Council of Canada releases report card on federal government and legalization

Canadian and American flags fly near the Ambassador Bridge at the Canada-USA border crossing in Windsor, Ont. on Saturday, March 21, 2020. Restrictions on non-essential travel between Canada and the United States are being extended until at least Nov. 21. THE CANADIAN PRESS/Rob Gurdebeke
Non-essential travel restrictions at Canada-U.S. border extended to at least Nov. 21

The restrictions do not apply to those providing essential services in either country

(The Canadian Perss)
Banff wolves have lower survival rate due to hunting, trapping outside park boundary

Researchers looked at 72 radio-collared wolves in the national park from 1987 to August 2019

Most Read