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

Orange Shirt Society launches first textbook on residential school history

Phyllis Webstad and Joan Sorley worked on the 156-page book to help educate students

Williams Lake city council to approve whale mural

Through e-mail poll of council mural was accepted, it will be ratified at a regular meeting

Culture Days showcases diversity of talent in Quesnel

The Quesnel Downtown Art Walk kicked off Sept. 26

PHOTOS: Barkerville planning for Halloween events and virtual field trips

This year’s Halloween events will focus on traditional trick or treating, and tickets are limited

105 new COVID-19 cases, 1 death as health officials urge B.C. to remember safety protocols

There are currently 1268 active cases, with 3,337 people under public health monitoring

Metis pilot Teara Fraser profiled in new DC Comics graphic novel of women heroes

The Canadian pilot’s entry is titled: ‘Teara Fraser: Helping Others Soar’

Horgan vows to replace B.C.’s shared senior care rooms in 10 years

$1.4 billion construction on top of staff raises, single-site work

Is it time to start thinking about greener ways to package cannabis?

Packaging suppliers are still figuring eco-friendly and affordable packaging options that fit the mandates of Cannabis Regulations

More sex abuse charges laid against B.C. man who went by ‘Doctor Ray Gaglardi’

Investigators now focussing efforts on alleged victims within the Glad Tidings Church community

Join Black Press Media and Do Some Good

Pay it Forward program supports local businesses in their community giving

Orange Shirt Day lessons of past in today’s classrooms

Phyllis Webstad, who attended St. Joseph’s Mission Residential School in British Columbia, is credited for creating the movement

Greens’ Furstenau fires at NDP, Liberals on pandemic recovery, sales tax promise

She also criticized the NDP economic recovery plan, arguing it abandons the tourism industry

Most Read