Flight Delay Complaints Take Nearly Three Years to Resolve, Canadian Study Reveals
Canadian air passengers filing complaints about flight delays, lost baggage, or other travel issues may face a staggering wait of nearly three years for resolution, according to a comprehensive new analysis of government complaint data. The study, conducted by legal technology company Courtready, examined 38,104 air passenger complaint outcomes handled by the Canadian Transportation Agency between September 2023 and September 2025.
Lengthy Delays and Growing Backlogs
The analysis reveals that passengers now wait an average of 987 days for a decision from the Canadian Transportation Agency, underscoring growing public frustration with the lengthy complaint resolution process. This nearly three-year timeframe represents a significant burden for travelers seeking compensation or resolution for disrupted journeys.
"The analysis of air passenger complaints handled by the Canadian Transportation Agency reveals that passengers now wait an average of 987 days, nearly three years, for a decision, underscoring growing public frustration over lengthy delays," Courtready stated in their news release about the study findings.
Complaint Breakdown and Airline Performance
The study examined various types of complaints, with the majority (nearly 85 percent) involving flight disruptions. These disruptions include:
- Flight and tarmac delays
- Cancellations
- Denials of boarding
Other complaint categories included:
- Baggage issues
- Problems with tickets, reservations, and loyalty programs
- Refusal to transport passengers
- Issues with traveling minors
During the analyzed period, WestJet received the most complaints at 13,005, followed by Air Canada with 11,257 complaints, and Flair Airlines with 3,891 complaints.
Resolution Outcomes and Declining Case Processing
The study found concerning trends in how complaints are being resolved:
- Approximately 50 percent of all complaints were dismissed
- Around 33 percent resulted in airlines being ordered to compensate for inconvenience
- Nearly 12 percent resulted in compensation for expenses
- Almost 5 percent resulted in refund orders
Perhaps most alarmingly, complaint decisions have reached near record lows. September 2025 saw only 1,348 decisions, representing a 45 percent decline from the peak of 2,485 decisions in August 2024. The number of cases being processed has steadily decreased from 7,076 in the third quarter of 2024 to 4,301 in the third quarter of 2025.
Passenger Rights and Alternative Resolution Paths
According to Canadian Aviation Regulations, airlines can refuse to transport passengers if their actions or statements indicate potential safety risks to the aircraft, persons, or property. Denied boarding occurs when more passengers check in and arrive at the gate on time than there are available seats.
The study also highlighted specific issues, such as airlines failing to seat children under 14 near their parents or guardians, which carriers are required to do at the earliest opportunity and without extra cost.
"As delays continue to plague the CTA, more Canadians are turning to the provincial courts to resolve air passenger complaints," Courtready noted, indicating that frustrated travelers are seeking alternative avenues for resolution due to the lengthy wait times at the federal agency.
The raw data used in the study is publicly available from the Canadian Transportation Agency, providing transparency into the complaint resolution process that affects thousands of Canadian travelers annually.
