Canadians are waiting nearly three years for airline complaints to be resolved
If you’ve submitted a complaint about your experience with an airline to the Canadian Transportation Agency (CTA), you’ll probably be waiting a while before it gets resolved.
Legal tech company Courtready released a report on Tuesday that revealed increasing wait times for air travel-related complaints in Canada. It analyzed 38,104 air passenger complaint outcomes handled by the CTA between September 2023 and September 2025.
According to the analysis, air passengers now wait an average of 987 days, or nearly three years, for their complaint about an airline or flight to receive a decision.
Courtready
The company says this underscores “growing public frustration over lengthy delays.”
The report found that decisions issued by the CTA steadily declined from 7,076 between July and September of 2024 to 4,301 in the same months in 2025.
Moreover, the data suggests that the average wait time between flight date and decision date in September 2025 reached 987 days. Courtready says this is “the highest level observed since January 2024.”
The average number of days between flight date and complaint decision date has increased from 692 between July and September of 2024 to 953 for the same months in 2025.
Additionally, the report found that air passenger complaint decisions are hitting a record low.
“September 2025, the latest month with available data from the CTA, marked the second-lowest monthly volume of air passenger complaint decisions since March 2024,” it reads.
“Decisions declined to 1,348, down approximately 45% from the August 2024 peak of 2,485.”
If you’re wondering which airline has the most passenger complaints in Canada, Courtready shares that data in its Air Passenger Complaint Tracker.
WestJet, Air Canada, and Flair Airlines top the list. WestJet has 13,005 complaint cases, with Air Canada following closely behind with 11,257 cases. Flair has 3,891 complaint cases.
Courtready
Some Canadians have gone beyond merely submitting an air passenger complaint to the CTA about an airline.
You can find more data on air travel complaints on Courtready’s Air Passenger Complaint Tracker.
A new class-action lawsuit has been launched against Air Canada over flight delays between December 2019 and August 2022. Check out the details of the class action to see if you could be a part of it.