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ARTICLE · 11 NOVEMBER 2026

A New Route To Resolution: Canada’s Proposed Air Passenger Complaint Reforms

Alexander Holburn Beaudin + Lang LLP
Explore more from Alexander Holburn Beaudin + Lang LLP

Canada's air passenger complaint system faces mounting pressure with a backlog of 97,000 cases and two-year resolution timelines. Bill C-31 proposes transferring regulatory authority from the Canadian Transportation Agency to the Minister of Transport while introducing alternative dispute resolution mechanisms through private third-party organizations.

CanadaTransport
Tarek Umedaly
Tarek Umedaly
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Mounting Pressure on Canada’s Complaint Resolution System:

Since their introduction, the Air Passenger Protection Regulations (APPR) have established minimum standards governing air carriers’ obligations to passengers in circumstances involving flight delays, flight cancellations, denial of boarding, and other travel-related issues. Where disputes cannot be resolved directly between passengers and air carriers, the Canadian Transportation Agency (CTA) provides a forum for complaint adjudication.

However, Canada’s air passenger complaints system has faced growing challenges. As of September 29, 2026, the CTA had accumulated a backlog of 97,000 complaints, with resolution timelines extending to two years.

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