Customer complaints at Pearson airport go untracked

Passengers from across the country with unresolved complaints used to be able to lodge them with the Air Travel Complaints Commissioner, a position created in 2000 to document problems.

But that job is sitting vacant. The last complaint report covered incidents in 2004.

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To make matters worse, the country’s largest air carrier, Air Canada, no longer has an ombudsman’s office to oversee customer complaints, after deciding it was not necessary