Holiday travel: New report reveals most complaint-prone airlines

As the holiday season approaches, Canadians are gearing up for travel to destinations both near and far. However, a recent analysis of Canadian airline complaint data by InsureMyTrip.ca reveals significant variability in airline performance, offering travellers insights into the likelihood of disruptions during their journey and urging consumers to consider travel insurance as part of their plans.

The report, based on complaint data from the Canadian Transportation Agency (CTA), revealed complaint records of major airlines operating in Canada from April 2023 to June 2024, providing an overview of airline performance based on complaints per 100 flights.

Airline complaint rankings  - how did legacy and budget carriers fare?

Lynx Air reported the highest number of complaints, with 18.9 per 100 flights during the April to June 2024 quarter. This was closely followed by Flair Airlines (15.0 complaints per 100 flights) and Swoop (13.7). Sunwing Airlines and WestJet also appeared on the higher end of the complaint spectrum, with 11.4 and 5.2 complaints per 100 flights, respectively.

In contrast, Porter Airlines had one of the lowest complaint rates, with just 1.3 complaints per 100 flights, followed by Air Transat at 3.2. Air Canada, the largest carrier in the country, registered an average of 5.0 complaints per 100 flights over the year-long period.

Notably, foreign airlines flying into Canada also had varying levels of complaints. Air India and Qatar Airways topped the list among international carriers, with 20.0 and 25.6 complaints per 100 flights, respectively. In comparison, United Airlines and Delta Air Lines reported significantly lower complaint numbers, with just 1.6 and 1.1 complaints per 100 flights.

These figures reflect a combination of factors, including the airlines’ size and network reach, which can influence operational challenges. Only airlines averaging at least one complaint per 100 flights and operating a minimum of 100 flights during the reporting periods were included in the analysis.

InsureMyTrip.ca advised travellers to weigh these factors when planning their trips, especially during the busy holiday season when disruptions may be more frequent.

Travel tips for passengers on high-complaint airlines

InsureMyTrip.ca shared the following advice for Canadian travellers:

1. Choose direct flights when possible: Layovers increase the risk of delays or missed connections. Choosing direct flights can reduce the likelihood of getting stranded mid-journey or facing baggage issues.
2. Arrive early and prepare for potential delays: Airlines with higher complaint rates often experience operational delays. Early arrival allows ample time for check-in and security and provides a buffer in case of delays, especially when connecting flights or scheduled plans are involved.
3. Pack essential items in your carry-on: Important items like travel documents, a change of clothes, medications, and chargers should be kept in a carry-on. This approach helps ensure access to essentials if checked baggage is delayed or misplaced.
4. Keep documentation and understand your rights: Copies of boarding passes, booking confirmations, and communications with the airline should be saved. Knowing passenger rights can be beneficial if compensation or assistance becomes necessary.
5. Consider travel insurance: A comprehensive travel insurance policy can provide financial and logistical support if issues arise with high-complaint airlines.

What are your thoughts on the recent findings? Let us know in the comments below.