Author Description

This is the first report of the Commissioner whose role within the Canadian Transportation Agency is to focus on matters relating to complaints that involve air transportation. The complaints that fall under the Commissioner's jurisdiction are those that are outside the purview of any other responsible authority, and mainly involve issues that relate to the quality of service, baggage handling, flight schedules, domestic pricing, and discontinuing or reduction of air service. The report begins with a profile of the Commissioner's office, the role of the Agency, the air travel complaints process, and Commissioner & Agency initiatives. This is followed by presentation of data & analysis on the number & nature of complaints received. The report ends with general observations on the pattern of complaints and with recommendations to air carriers regarding service improvement.