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News Release

Canada's Air Travel Complaints Commissioner Calls for Feedback from Air Carriers and Consumer Associations

OTTAWA - July 3, 2002 - The Government of Canada's Air Travel Complaints Commissioner, Bruce Hood, is asking air carriers and consumer associations to respond to the recommendations in his latest report.

In his third report tabled in Parliament on April 18, 2002, the Air Travel Complaints Commissioner made ten recommendations to air carriers, the government and consumers. Among those made to carriers, the Commissioner recommended that they review customer service standards to better address consumer interests in a consistent manner; publicly display customer service commitments; and develop and publish meaningful and easily understood performance indicators for on-time arrivals and departures, lost and damaged baggage, seats available, including for seat sales and frequent-flyer programs, and denied boarding (bumping).

Among those made to consumers, the Commissioner recommended that they learn more about their rights and responsibilities. Mr. Hood also recommended that the Commissioner's mandate be expanded to include responsibility for complaints about airline advertising practices, airport security issues and airport signage and facilities.

This voluntary survey, conducted for the Commissioner's information only, seeks feedback before July 17, 2002, from over twenty-five domestic and international air carriers, as well as a comparable number of Canadian consumer associations. Following his first report, which was made public in March of 2001, the Commissioner sought similar feedback from air carriers and obtained 100-per-cent co-operation.

"By asking air carriers and consumer associations to give me their comments and views on my recommendations, I hope to obtain a complete picture of the state of customer service in the airline industry in Canada to help me draft recommendations for my fourth report," Mr. Hood said.

The Office of the Air Travel Complaints Commissioner is part of the Canadian Transportation Agency, a quasi-judicial administrative tribunal that regulates various modes of transportation under federal jurisdiction, including air, marine and rail. The Commissioner's recommendations can be found in his reports available on the Agency's Web site at www.cta.gc.ca.

For further information, contact:
Jadrino Huot, Communications Adviser
(819) 953-9957

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