The Canadian government is set to outsource the handling of air passenger complaints as the system grapples with a record backlog, according to sources familiar with the plan. The move aims to expedite the resolution process and alleviate pressure on the Canadian Transportation Agency (CTA), which has been overwhelmed by a surge in complaints since new air passenger rights regulations took effect.
Record Backlog Prompts Action
The CTA currently faces a backlog of over 50,000 unresolved complaints, with wait times stretching to more than 18 months for some cases. The outsourcing plan would involve contracting private firms to handle initial complaint reviews and mediation, leaving the CTA to focus on complex cases and appeals. Officials hope this will reduce processing times to under six months within a year.
Industry Reaction
Airline industry groups have expressed cautious support, noting that faster complaint resolution could improve customer satisfaction. However, consumer advocates warn that outsourcing may lead to inconsistent decisions and reduced accountability. "Passengers need a transparent and fair system, not a privatized one that prioritizes efficiency over justice," said a spokesperson for the Air Passenger Rights Coalition.
Implementation Timeline
The government plans to issue a request for proposals for outsourcing services within the next two months, with the new system expected to be operational by early 2027. The initiative is part of broader reforms to the air passenger protection regime, including potential legislative changes to streamline rules.
The announcement comes amid growing frustration from travelers, with complaint volumes rising 40% year-over-year. The CTA has also faced criticism for understaffing and outdated technology, which the outsourcing plan aims to address.
