Air passenger backlog is real — but not ‘three years,’ expert argues
BNN Bloomberg
Canadians filing air travel complaints are facing lengthy delays, with new data showing cases now take nearly three years on average to reach a decision.
An analysis released by legal technology company Courtready found that air passenger complaints handled by the Canadian Transportation Agency (CTA) are taking an average of 987 days to resolve, as of September 2025 - the longest wait time observed since January 2024.
The report clarifies that the 987 days is from flight date to decision date, not from the date when the CTA accepts a complaint.
According to the CTA, the backlog stood at nearly 89,000 as of Jan. 4, a record high.
The growing backlog is adding to frustration for travellers seeking compensation for flight disruptions, cancellations and delays, Courtready said in a news release.
Tom Macintosh Zheng, co-founder of Courtready, said in an interview with CTVNews.ca Monday that the analysis is based on data published directly by the CTA, which is legally required under the Canadian Transportation Act to disclose specific information, including complaint outcomes, flight dates, decision dates and flight numbers.
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