Air Canada is testing a new program to resolve customer complaints. Will it work? | Page 17 | Unpublished
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Publication Date: April 9, 2026 - 04:00

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Air Canada is testing a new program to resolve customer complaints. Will it work?

April 9, 2026

Amid a backlog of complaints in the Canadian Transport Agency's complaints system, Air Canada is piloting a new program that will outsource complaints to a third-party arbitrator. Experts say it's good Air Canada is trying to find a solution, but oversight will be needed to make sure the new system doesn't favour companies over consumers.

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