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

Local Skeena candidates for the Oct. 24 snap election

Current BC Liberal MLA Ellis Ross will be running again, as will Nicole Halbauer for BC NDP

Unofficial holidays: Here’s what people are celebrating for the week of Sept. 20 to 26

Rabbit Day, Hobbit Day and One-Hit Wonder Day are all coming up this week

What is the future of transportation in Terrace?

Active transportation, transit, road networks to play a big part in the coming years

Single-engine aircraft crashes near Telkwa

Two occupants of the plane sustained minor injuries and were transported to hospital

Terrace firefighters heading south to help battle wildfires in Oregon

Over 200 B.C. firefighting personnel will assist in the U.S.

COVID-19: 4 more deaths, 366 new cases in B.C. since Friday

A total of 8,208 people in B.C. have tested positive for COVID-19 since January

Group wants Parliament, courts to hold social media to same standard as publishers

Daniel Bernhard made the comments shortly after Friends of Canadian Broadcasting released a research paper

B.C.’s Chase Claypool catches first NFL touchdown pass

Abbotsford grad establishes new record for longest scrimmage TD by a Canadian

B.C. has highest number of active COVID-19 cases per capita, federal data shows

B.C. currently has 1,803 active cases after weeks of COVID-19 spikes in the province

Join Black Press Media and Do Some Good

Pay it Forward program supports local businesses in their community giving

181 days gone: Family continues to look for man last seen in RCMP custody 6 months ago

Brandon Sakebow’s last known location was leaving Mission RCMP cell, police say; family has doubts

B.C. unveils new cannabis sales programs to help small, Indigenous growers

Government did not say how it will define small producers, but says nurseries will be included in the policy

B.C. transportation minister will not seek re-election

Claire Trevena has held the position since 2017

Most Read