Feds Pledge to Eliminate Backlog of Air Pax Complaints, Quadruple Airline Fines
by Bruce Parkinson
The federal government has promised to eliminate the backlog of air passenger complaints.
In its Spring Economic Update 2026, the federal government has promised to “eliminate the backlog of air passenger complaints, and rebuild trust for travellers.”
The government says it intends to develop a more effective regulatory regime, with clearer rules and with passengers fairly and more quickly compensated when air travel does not go as planned.
“Canadians deserve fair treatment and a system they can trust when they travel by air,” said The Honourable Steven MacKinnon, Minister of Transport and Leader of the Government in the House of Commons.
“Today, nearly 100,000 Air Passenger Protection complaints are sitting in backlog before the Canadian Transportation Agency and the number continues to grow. This is unacceptable and the government is taking action,” MacKinnon added.
The government says the backlog will be cleared by engaging a neutral, third-party dispute resolution organization, which will apply private sector know-how to settle complaints. Once decisions are rendered, carriers found to be at fault will be expected to comply with decisions and resolve cases with their customers quickly.
The government also answered complaints from passengers by removing their obligation to maintain confidentiality in the passenger protection process.
As well, the government says it is enhancing accountability by boosting the enforcement powers of the Canadian Transportation Agency for systemic violations of the Air Passenger Protection Regulations. The CTA will now be able to levy fines of up to $1 million on airlines, up from the previous $250,000.
“For too long, Canadians have been left waiting while complaints pile up and accountability falls short. That ends now. We are clearing the backlog, strengthening enforcement, clarifying the regulations and ensuring airlines meet their obligations to passengers. Canadians deserve a system that works, and we are delivering it,” MacKinnon said.
In the coming weeks, he says the government will introduce legislation to advance these changes and Canadians will be able to have their say through consultations as the regulatory process progresses.
