Travel complaints could take nearly three years to resolve: study

Complaint decisions have hit a near record low, the study found. September 2025 was the second-lowest monthly volume of decisions since March 2024. There were 1,348 decisions, down 45 per cent from the peak number of decisions, which was 2,485 in August 2024. There are also fewer cases being processed, with decisions issued by the CTA declining steadily from 7,076 in the third quarter of 2024 to 4,301 in the third quarter of 2025.