The good news: complaints are down!

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.

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