Complaint Process
The Fredericton International Airport Authority (Authority) tracks all comments received in order to identify trends to effect change when and where possible. We continuously seek ways to improve our services, and the information gathered through comments received from passengers and members of the public is critical to help us do so.
Here is what you can expect:
- Accessibility complaint can be submitted via the web contact form, email at info@yfcfredericton.ca or calling 506 460 0920 and selecting option 4-the Authority. If the complaint is received by phone, it will be transcribed.
- If the complaint is received by email, an acknowledgement receipt is sent within 2 business days. At this time, more information may be requested. If it is received via our concerns form the airport authority will follow up providing contact information was included with the submission.
- Depending on the circumstances:
- If the complaint is related to the Authority’s service or Fredericton International Airport (YFC) facility and can be easily resolved, the Authority will rectify the situation and inform the complainant as to what action(s) resulted from the complaint.
- If the complaint is related to an Authority service or YFC facility and cannot be easily resolved, the issue will be further explored by the Authority, and measures will be taken to find a solution. Once implemented, the Authority will inform the complainant as to what actions resulted from the complaint.
- If a complaint pertains to a service provider that does not have a formal complaint response/resolution process through their website, the email will be escalated to the implicated partner’s team at YFC.
- The service provider will respond directly to the complainant and copy the Authority; or
- The service provider will respond to the Authority, who in turn will inform the complainant.
- If a complaint pertains to a service provider that has a formal complaint response/resolution process through their website, the Authority will refer the complainant to that resource. The Authority will also inform the implicated partner’s team at YFC of the complaint.