Summary
- Air Canada has launched a brand new program to deal with passenger complaints to the Canadian Transportation Agency, aiming to settle complaints by offering compensation.
- The CTA currently has a backlog of over 60,000 complaints, with passengers waiting over 18 months for a response or settlement.
- The brand new program includes a novel compensation offer for every grievance, providing an expedited path to resolution, but passengers have the selection to say no and proceed with the CTA process.
The Canadian flag carrier, Air Canada, has launched a brand new program to deal with passenger complaints submitted to the Canadian Transportation Agency (CTA). The carrier desires to settle customer support complaints by offering a portion of the claimed amount rather than the grievance. Air Canada goals to cut back the backlog of greater than 60,000 passenger complaints that the CTA system currently has.
The necessity for a brand new program
The carrier’s horrendous Covid-related policies gave rise to those complaints throughout the peak of the pandemic. These complaints will often go unnoticed or unanswered by the carrier. When the carrier representatives follow those up, they often refuse compensation to the passengers. In some cases, passengers should not satisfied with the sort of resolution provided to them, given the extent of harm they face. As such, passengers would involve the country’s regulatory authority, the CTA, on this case.
The CTA has a pile of passenger-submitted complaints that it handles on its end. The Loyalty Lobby reports that the CTA currently has 60,000 cases, with passengers often waiting greater than 18 months to receive a response or a settlement.
Photo: Andrei Filippov | Shutterstock
There are presumably only a handful of individuals working those cases, so it keeps piling up. While most of those complaints have piled up because the pandemic’s start, the CTA is working with Air Canada to determine a strong method to clear the backlog. The federal government of Canada can also be considering resolving the pending complaints against the service provided by Air Canada.
The brand new program
The brand new program has began to resolve complaints received by the CTA. The agency wants to stop Air Canada from making offers to those passengers who’ve energetic complaints within the CTA system. As such, the brand new program will allow Air Canada to streamline all customer support complaints and address those more efficiently. The e-mail to the identical passenger further reads,
“To assist provide an expedited path to resolution, we now have created a brand new online resolution portal to let you view a novel compensation offer to your file. This offer follows our detailed review of your case and what we truly view as a good offer to bring your case to conclusion. Must you wish to just accept, we are going to expedite your compensation and this may close the file. Must you wish to say no our offer, your file will proceed to be handled normally as a part of the CTA backlog process.”
Photo: Peter Bueno | Shutterstock
Air Canada and the CTA provide the choice to the client in the event that they want to pick out the brand new process. While it looks like an inexpensive approach from each the federal government and the airline side, the time will if passengers are satisfied with the compensation offers.
What are your thoughts on the brand new settlement program launched by Air Canada for its customer support complaints? Share your travel experience with Air Canada within the comments section.
Source: Loyalty Lobby