rotornut
1st Mar 2005, 14:52
GLOBEANDMAIL.COM
Traveller gripes add to Jetsgo growing pains
Number of grievances against discount carrier soar to second behind Air Canada
By BRENT JANG
Tuesday, March 1, 2005
Updated at 10:47 AM EST
TRANSPORTATION REPORTER
Travellers' complaints about fast-growing Jetsgo Corp. more than tripled last year, while rival WestJet Airlines Ltd. maintained its consumer-friendly reputation, new statistics show.
The federal Air Travel Complaints Program received 160 complaints in 2004 about Jetsgo, an upstart discount carrier that began operations in mid-2002. In 2003, consumers griped to Ottawa about Jetsgo 46 times.
By contrast, Calgary-based WestJet was the subject of 11 complaints last year, up from seven in 2003. WestJet started flying in 1996.
Jetsgo's rapid expansion over the past 32 months has been accompanied by growing pains, airline spokesman Brad Cicero said.
"The last thing we want is customer complaints, but they'll happen in the course of business," he said. "When you add new destinations, there's lots to learn. We're getting a better handle on dealing with the consumer."
Mr. Cicero said Montreal-based Jetsgo is stepping up efforts to improve customer service, beefing up staff at airport counters and adding operators at call centres.
Last year, the total number of complaints filed with Ottawa against domestic and foreign carriers rose 4 per cent to 1,105, according to preliminary statistics. Of that total, there were 880 complaints about Canadian companies, or a 10-per-cent increase from 2003.
Air Canada, the country's largest airline, led the way with 472 complaints lodged against it last year, down from 486 in 2003. Toronto-based Skyservice Airlines Inc., which runs charters, was the subject of 110 complaints, up from 83, while passengers named Montreal tour operator Transat A.T. Inc. in 75 cases, down from 107. The program received four complaints about Halifax's CanJet Airlines last year, compared with five in 2003.
Jadrino Huot, a spokesman for the Canadian Transportation Agency, which oversees the program, said passengers who don't get disputes resolved to their satisfaction with an airline are encouraged to file complaints with the government's air travel watchdog.
The program seeks to help resolve disagreements through mediation.
Details about last year's statistics have not yet been released by the agency, but in the past, there have been common gripes about delayed or cancelled flights, lack of apologies after poor customer service and inadequate compensation for lost or damaged luggage.
Ottawa created the complaints program in mid-2000, after a flood of grumbling about service provided by Air Canada after its takeover of Canadian Airlines International Ltd. The acquisition raised concerns about Air Canada having too much clout in the domestic market.
Former National Hockey League referee Bruce Hood served a two-year term as the first air travel complaints commissioner. Liette Lacroix Kenniff, a former manager at the International Air Transport Association and Air Canada, completed her two-year term last September.
Ottawa has opted to leave the commissioner's job vacant, but is keeping the program operating for at least another year with more than 20 staff. Last week's federal budget cut the commissioner position, which was paid between $139,500 and $164,100 a year, and the program is slated to be scaled back in the 2006-07 fiscal year as part of a belt-tightening initiative.
According to the federal budget: "Recent increases in airline competition have reduced need for a dedicated airline complaints commissioner." However, it added that "the Canadian Transportation Agency will continue to have a complaint management function."
Traveller gripes add to Jetsgo growing pains
Number of grievances against discount carrier soar to second behind Air Canada
By BRENT JANG
Tuesday, March 1, 2005
Updated at 10:47 AM EST
TRANSPORTATION REPORTER
Travellers' complaints about fast-growing Jetsgo Corp. more than tripled last year, while rival WestJet Airlines Ltd. maintained its consumer-friendly reputation, new statistics show.
The federal Air Travel Complaints Program received 160 complaints in 2004 about Jetsgo, an upstart discount carrier that began operations in mid-2002. In 2003, consumers griped to Ottawa about Jetsgo 46 times.
By contrast, Calgary-based WestJet was the subject of 11 complaints last year, up from seven in 2003. WestJet started flying in 1996.
Jetsgo's rapid expansion over the past 32 months has been accompanied by growing pains, airline spokesman Brad Cicero said.
"The last thing we want is customer complaints, but they'll happen in the course of business," he said. "When you add new destinations, there's lots to learn. We're getting a better handle on dealing with the consumer."
Mr. Cicero said Montreal-based Jetsgo is stepping up efforts to improve customer service, beefing up staff at airport counters and adding operators at call centres.
Last year, the total number of complaints filed with Ottawa against domestic and foreign carriers rose 4 per cent to 1,105, according to preliminary statistics. Of that total, there were 880 complaints about Canadian companies, or a 10-per-cent increase from 2003.
Air Canada, the country's largest airline, led the way with 472 complaints lodged against it last year, down from 486 in 2003. Toronto-based Skyservice Airlines Inc., which runs charters, was the subject of 110 complaints, up from 83, while passengers named Montreal tour operator Transat A.T. Inc. in 75 cases, down from 107. The program received four complaints about Halifax's CanJet Airlines last year, compared with five in 2003.
Jadrino Huot, a spokesman for the Canadian Transportation Agency, which oversees the program, said passengers who don't get disputes resolved to their satisfaction with an airline are encouraged to file complaints with the government's air travel watchdog.
The program seeks to help resolve disagreements through mediation.
Details about last year's statistics have not yet been released by the agency, but in the past, there have been common gripes about delayed or cancelled flights, lack of apologies after poor customer service and inadequate compensation for lost or damaged luggage.
Ottawa created the complaints program in mid-2000, after a flood of grumbling about service provided by Air Canada after its takeover of Canadian Airlines International Ltd. The acquisition raised concerns about Air Canada having too much clout in the domestic market.
Former National Hockey League referee Bruce Hood served a two-year term as the first air travel complaints commissioner. Liette Lacroix Kenniff, a former manager at the International Air Transport Association and Air Canada, completed her two-year term last September.
Ottawa has opted to leave the commissioner's job vacant, but is keeping the program operating for at least another year with more than 20 staff. Last week's federal budget cut the commissioner position, which was paid between $139,500 and $164,100 a year, and the program is slated to be scaled back in the 2006-07 fiscal year as part of a belt-tightening initiative.
According to the federal budget: "Recent increases in airline competition have reduced need for a dedicated airline complaints commissioner." However, it added that "the Canadian Transportation Agency will continue to have a complaint management function."