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

Russell selected as B.C. NDP candidate for Boundary-Similkameen

The director for the Regional District of Kootenay Boundary was chosen over Oliver councillor Grice.

To build or not to build: Grand Forks community centre to go to city, district referendum

Plans to build a community centre have been in the works since 2018

Education ministry’s COVID plan could do more for SD51, says teachers’ union president

There have been no confirmed COVID cases two weeks into school year

Two-way race in NDP nomination for Boundary-Similkameen, party confirms

The results of the online contest will likely be announced Thursday afternoon, Sept. 24

Innovative Kootenay Boundary study augments care for renal patients

Project called the Lung Ultrasonographic Assessment of Volume Status in Hemodialysis Patients

B.C.’s top doctor thanks supporters after revealing threats over COVID-19 measures

Dr. Bonnie Henry says COVID-19 has caused some people to lash out in anger and frustration out of fear

PHOTOS: 2nd calf in a month confirmed among Southern Resident killer whale pod

Center for Whale Research said they will eagerly await to observe the calf to evaluate its health

B.C. VOTES 2020: Speculation tax misses speculators, B.C. Liberals say

Andrew Wilkinson, John Horgan clash over housing costs, solutions

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

Join Black Press Media and Do Some Good

Pay it Forward program supports local businesses in their community giving

97 distressed horses, cats and dogs seized from farm in Princeton

RCMP assisted as BC SPCA executed search warrant

West Kootenay mother searching for son missing since Sept. 1

Nelson police are investigating the disappearance of Cory Westcott

NDP, Greens divided on pace of child care improvements in B.C. election campaign

NDP Leader John Horgan recommitted to $10-a-day child care and blamed the Greens for not supporting his efforts

Category 2 open burning prohibitions rescinded throughout Southeast Fire Centre

Category 3 open fires, as defined in the Wildfire Regulation, remain prohibited

Most Read