Resolved complaint (160) about gender identity discrimination in goods, services and facilities

About the complaint

The complainant and their partner identify as non-binary. They alleged that when making a booking with the respondent airline, they were required to use binary gender and honorific options.

The respondent airline acknowledged the complainant's experience and limitations of the online booking system for non-binary passengers. The airline explained that it was difficult to update its booking system as it was connected to other business systems, not all of which may be associated with the airline. Following a review of its systems, the airline outlined the stages and timeline the improving the airline's systems to provide non-binary/gender neutral options across all of its systems and processes. The airline updated its online booking system so that passengers will have the ability to select “undisclosed” as a gender option and “MX” as an honorific. 

The complainant considered the complaint resolved based on the actions taken by the airline in response to the complaint.

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