Air travel complaints overview

Frequently asked questions

• What information and documents do I need to submit a complaint?

  You will be asked in the form to provide information about your flight and the problems you experienced. You will also need to upload your documents throughout the form. It will be easier if you have your all information and documents in one place on your computer, tablet or phone. The documents will need to be in a digital format for upload, as we cannot accept physical copies.

  Documents and information you will need:

  • Proof that you contacted the airline in writing
  • Airline ticket, booking confirmation or invoice
  • Airline booking number or reservation code
  • Booking details, including the complete flight itinerary

  Documents and information you may also need:

  • Receipts for out-of-pocket expenses related to the problem you experienced
  • Ticket number
  • Boarding pass
  • If you were denied boarding (bumping), you will need written confirmation of what the airline offered you

  For baggage-related issues, you may also need:

  • Property Irregularity Report (PIR) or Incident report
  • Damaged property report, if provided
  • Complete list of missing or damaged items, including the value per item
  • Receipts for replacement items

• Can I submit a complaint about an accessibility issue?

  Persons with disabilities have a right to barrier-free travel. The CTA can help with issues about the:

  • accessibility of flights to, from, and within Canada
  • accessibility of airports in Canada
  • accessibility of transportation services by an airline or terminal in Canada
  • accessibility of trains, ferries and buses that operate between provinces or territories or between Canada and the United States, as well as rail stations and ferry terminals in Canada

  Submit an accessible transportation complaint

  For more information about the Accessible Transportation for Persons with Disabilities Regulations, visit our Accessible Transportation page.

• What are the eligibility criteria for an Air travel complaint?

  Your complaint must meets the following criteria:

  1. Your complaint has to involve a flight incident that the CTA can address, such as a flight delay. Please visit our website for a list of things that the CTA cannot address such as airport security screening or airline customer service.
  2. You, or the people you are submitting the complaint for, actually experienced the flight incident raised in your complaint. For example, you cannot submit a complaint about something that you heard about on the news.
  3. You are looking for compensation, a refund, or reimbursement for expenses from the airline related to the flight incident raised in your complaint. The CTA cannot award compensation for pain and suffering, or loss of income.
  4. You have already sent your complaint to the airline in writing before submitting the complaint to the CTA, waited 30 days for the airline's answer, and your complaint remains unresolved.
  5. Your complaint cannot be vexatious or made in bad faith.

  You should also note, if it is clear from the information provided in your complaint, that the airline has fulfilled its obligations under the tariff (the legal document that contains the terms, conditions and other rules that apply to your airline ticket), the complaint may be ineligible. For example, if the airline has already provided you with the compensation you were owed, your complaint would not move forward.

• Are there time limits or deadlines for submitting a complaint?

  You should act upon your complaint as soon as possible. This will help you establish your case (which may be more difficult after time has passed) and ensure that copies of your documents are available.

  Before you submit a complaint to the CTA, you must contact the airline and wait 30 days for their reply.

  Deadlines to contact or submit a complaint to the airline:

  • Damaged baggage: file a claim with the airline within 7 days of receiving your baggage.

  • Delayed baggage: file a claim with the airline within 21 days of receiving your baggage.

  • Lost baggage: file a claim with the airline as soon as possible. Your baggage is considered lost when it is delayed for 21 days or when the airline admits to losing the baggage before 21 days.

  • Flight delays and cancellations: file a request for compensation with the airline within 1 year of the delay or cancellation. The airline has 30 days to make a payment or explain why not.

• Do I have to show up in person?

  No, your case resolution and any exchange of information or documents will be done electronically.

• Are there any costs or fees to submit an air travel complaint?

  No. It doesn’t cost anything to submit an Air travel complaint to the CTA.

• Do I need a lawyer?

  No, you can complete the Complaint form and any actions required during the complaint resolution process yourself. You can, however, have a friend, family member, representative or lawyer submit your complaint form, but you and anyone included in your complaint, must have actually experienced the flight incident raised in the complaint. 

• Can I submit a complaint on behalf of someone else?

  Yes, as long as you have their consent. Parents/legal guardians do not require consent to act on behalf of their minor children.

• Using a representative to manage your air travel complaint

  Do I need a representative?

  No, you do not need a representative to manage your complaint. However, to fully manage and participate in the air travel complaint resolution process, you must access and use the online CTA eServices Portal throughout the process. Should you feel more comfortable, you may ask someone you trust to represent you and use the CTA eServices Portal on your behalf.

  If you choose to add a representative, all notifications will be sent to their email address. You will not receive emails from the CTA or have access to the Portal. The representative will be responsible for managing the complaint and sharing any information and decisions about the complaint with you. Once you appoint a representative, you will not be able to undo this action.

  If you need help to manage and participate in your complaint, but do not want to use a representative, you can ask someone you trust to help you, but you would still receive emails and have access to the Portal.

  Adding a representative before you submit a complaint:

  You can add a representative in the online air travel complaint form or your representative can submit the complaint form for you.

  Adding a representative after you submit a complaint:

  Once your complaint has moved through the queue and is nearing the start of the air travel complaint resolution process, you will receive an email invitation to register in the CTA eServices Portal. You can add a representative in the Portal at that point. Your representative can also help you register for the portal.

  Do I need a lawyer?

  No, you do not need a lawyer. You can complete the online air travel complaint form and any actions required in the CTA eServices Portal during the complaint resolution process yourself or using a representative. You can, however, have a lawyer represent you if you wish.

  How can I add a representative?

  For new complaints:

  You can have someone you trust as your representative when submitting a complaint using the online air travel complaint form. You can also add a representative once you are registered in the CTA eServices Portal. Your representative can help you submit your complaint or register for the portal. Note: Only your representative will have access to the complaint and receive related emails.

  A representative must be added before a Start Notice is issued in the CTA eServices Portal, which is the start of the air travel complaint resolution process. The Start Notice will not be issued before registration in the Portal is complete.

  For existing complaints:

  Once your complaint has moved through the queue and is nearing the start of the air travel complaint resolution process, you will receive an email invitation to the CTA eServices Portal. You can add someone you trust to represent you once you are registered in the Portal. You can also have this representative help you register for the Portal. Note: Only your representative will have access to the complaint and receive related emails.

  A representative must be added before a Start Notice is issued, which is the start of the air travel complaint resolution process. The Start Notice will not be issued before registration in the Portal is complete.

  What is the deadline for adding a representative?

  A representative must be added before a Start Notice is issued, which is the start of the air travel complaint resolution process. The Start Notice will not be issued before registration in the Portal is complete.

  For new complaints:

  You can have someone you trust as your representative when submitting a new complaint through the online air travel complaint form. You can also add a representative once you are registered in the CTA eServices Portal. Your representative can help you submit your complaint or register for the portal. Note: Only your representative will have access to the complaint and receive related emails.

  For existing complaints:

  Once your complaint has moved through the queue and is nearing the start of the air travel complaint resolution process, you will receive an email invitation to the CTA eServices Portal. You can add someone you trust to represent you once you are registered in the Portal. You can also have this representative help you register for the Portal. Note: Only your representative will have access to the complaint and receive related emails.

  What will the representative do?

  The representative will receive all the notifications and emails from the CTA about the complaint. They will be responsible for managing the complaint in the CTA eServices Portal, the online platform that must be used to track and participate in the complaint process. This includes:

  • withdrawing a complaint if it has already been resolved with the airline or if you don’t want to continue with the complaint resolution process
  • reading the airline's answer to your complaint, as well as documents and information provided by the airline
  • filing a reply to the airline's answer
  • deciding whether you want to participate in mediation with the airline
  • receiving notification of whether your complaint meets the eligibility requirements in the Canada Transportation Act
  • receiving notification of the final decision on the case

  The representative will also be responsible for sharing any information and decisions about the complaint with you. You will not receive emails from the CTA or have access to the Portal.

  If you need help to manage and participate in your complaint, but do not want to use a representative, you can ask someone you trust to help you, but you would still receive emails and have access to the Portal.

  What will the representative need to know?

  The representative should be informed about the details of the complaint and have access to all the documentation about the complaint.

  Can I submit a complaint for myself and my children (under the age of 18) travelling together?

  Yes, you can select this option in the air travel complaint form. You would be the representative for your children and will receive all the notifications and emails from the CTA about the complaint. You will be responsible for managing the complaint in the CTA eServices Portal, the online platform that you and the airline must use to track and participate in the complaint process. You will also be responsible for sharing the information and outcome with them. They will not receive emails from the CTA or have access to the Portal.

  You can add a representative in the Portal if you prefer not to manage the complaint on the online platform. For more information read What will the representative do.

  Can I submit a complaint for myself and other adults travelling together?

  Yes, you can select this option in the air travel complaint form. You would be the representative for the other adults and will receive all the notifications and emails from the CTA about the complaint. You will be responsible for managing the complaint in the CTA eServices Portal, the online platform that you and the airline must use to track and participate in the complaint process. You will also be responsible for sharing any information and decisions about the complaint with them. They will not receive emails from the CTA or have access to the Portal.

  You can add a representative in the Portal if you prefer not to manage the complaint on the online platform. For more information read What will the representative do.

  Can I submit a complaint on behalf of my children (under the age of 18) who travelled without me?

  Yes, you can select this option in the air travel complaint form. You would be the representative for your children and will receive all the notifications and emails from the CTA about the complaint. You will be responsible for managing the complaint in the CTA eServices Portal, the online platform that you and the airline must use to track and participate in the complaint process. You will also be responsible for sharing any information and decisions about the complaint with them. They will not receive emails from the CTA or have access to the Portal.

  You can add a representative in the Portal if you prefer not to manage the complaint on the online platform. For more information read What will the representative do.

  Need more information or help?

  Call us at 1-888-222-2592, Monday to Friday, 8:00 am to 8:00 pm EST.

• Can I submit a complaint about any problem I experience while flying or at the airport?

  We can help with these issues:

  Compensation for a flight delay, cancellation or tarmac delay

  Depending on the reason for the delay or cancellation, the airline may have to offer assistance (food/drinks, communication, overnight accommodation), rebooking, refunds, or compensation for inconvenience.

  Note: Tarmac delays are when the plane is delayed on the ground, with the doors closed, before take-off or after landing.

  For more information about flight disruptions, please visit Flight delays and cancellations

  Compensation and expenses for lost, delayed or damaged baggage

  Deadlines for filing baggage claims:

  To be eligible for compensation, refunds or reimbursement, you must have filed a claim with the airline:

  • within 7 days of receiving your damaged baggage
  • within 21 days of receiving your delayed baggage on international flights
  • as soon as possible for delayed baggage on flights within Canada
  • as soon as possible for baggage that is considered lost

  If you did not submit a claim within these time limits, the airline could deny your claim.

  For more information about baggage complaints, please visit Lost, damaged or delayed baggage.

  Compensation for denied boarding (bumping)

  Denied boarding (bumping) is when there are more passengers with valid tickets who have checked in and arrived at the boarding gate than seats on the plane. This can happen if the flight is oversold or if the plane is changed to one with fewer seats.

  Note: Denied boarding is not the same as Refusal to transport, which is when a passenger is not allowed to travel on their flight because of problems with travel documents, pets, ticket payment, missed deadlines, behaviour, health, safety, or for security reasons.

  Depending on the reason for denied boarding (bumping), the airline may have to offer assistance (food/drinks, communication, overnight accommodation), rebooking or refunds, and compensation for inconvenience.

  Before bumping a passenger, airlines must first ask for volunteers. If you are moved to a later flight, the airline must provide you with a written confirmation of the benefits that you accepted. Compensation is only given if the reason for denied boarding was within the airline’s control.

  For more information on Denied Boarding (Bumping), please visit Denied boarding (Bumping).

  A refund of a ticket, part of a ticket, or a replacement ticket

  This is the full or partial amount you paid for your ticket to your original form of payment. The amount for a partial refund will be calculated based on the original ticket as shown on your ticket, booking confirmation, receipt, or invoice.

  A refund of fees paid (baggage fees, seating fees, change fees, unaccompanied minor fees, etc.)

  This is the amount you paid for your additional fees, including baggage fees, pre-booked seats or pre-paid meals.

  Reimbursement for out-of-pocket expenses (accommodation, transportation, food/drink)

  This includes receipts for food and drinks, access to communication (Wi-Fi, phone or roaming charges), accommodation for overnight delays, and transportation to and from the accommodation.

  For baggage issues, this includes receipts for replacing or renting items that were lost or damaged as well as baggage fees.

  Other (refusal to transport, ticket issues, reservations, vouchers, credits, fares, loyalty programs, travelling with children)

  This category includes complaints about:

  • seating of children near a parent or guardian
  • unaccompanied minors
  • refund of ticket(s) as a result of a cancelled reservation
  • travel credits or vouchers
  • charges or changes to my ticket or reservation
  • issues with seating
  • error(s) with my issued ticket
  • airline fares
  • loyalty programs operated by an airline

  There are some issues we can't help with, but these other organizations may be able to help:

  Travel agents or tour operators

  The CTA may be able to review complaints about the air portion of travel booked through a travel agency or as part of a tour package. 

  Complaints about the land portion or services of travel booked through a travel agency or as part of a tour package (accommodation, transfers to and from airports, excursions, etc.) fall under provincial jurisdiction.

  Please consult the provincial or territorial government authority for consumers. Your travel agency or tour operator (including on-line reservations) must be registered with a provincial authority in Canada in order to help you.

  Customs, immigration, or security

  For complaints about customs, security screening, baggage inspection or airport security, visit the air transportation section of the Government of Canada Consumer Hub.

  Airport facilities and services (not related to accessibility)

  For issues related to airport facilities or services (not related to accessibility), you can contact the airport directly.

  They can help you with:

  • Lost and found: items left in public areas in the airport terminal buildings
  • Up-to-date flight information
  • Terminal maps
  • Food and shopping services
  • Baggage storage
  • Parking
  • Car rentals

  Airline customer service

  For complaints about airline customer service, you should contact the airline directly.

  Aviation safety

  For complaints about transportation safety or unsafe practices on the plane, you can contact the Transportation Safety Board of Canada.

  Unfair competitive services, including false advertising

  For complaints related to false advertising, pricing, mergers and acquisitions; etc., contact the Competition Bureau of Canada.

  Human rights violation

  If you experience a human rights issue during air travel, such as discrimination on the basis of race, gender identity or expression, you can find out more about human rights complaints and processes or file a complaint directly with the Canadian Human Rights Commission.

  Airplane noise complaints

  If you have an issue about airplane noise, you can get more information from Transport Canada's Managing noise from aircraft website.

  Bilingual airline service

  For issues related to bilingual service, please contact the Office of the Commissioner of Official Languages.

• eServices Portal

  What is the eService Portal?

  The eServices Portal is the online platform where passengers and airlines can track and participate in the air travel complaint resolution process.

  Passengers will be emailed a unique Portal registration link from OTC | CTA (Canadian Transportation Agency) shortly before their complaint resolution process begins.

  Note: Due to a high volume of complaints, there will be a delay between when a complaint is submitted and when the complaint resolution process will start.

  To fully participate in the complaint process, passengers must register in the eServices Portal. This secure platform allows communication between the passenger, the airlines, and the CTA.

  In the eServices Portal, passengers are able to:

  • review the information and supporting documents related to their complaint
  • get notifications from the CTA
  • view the airline's answer to their complaint and submit a reply to the answer
  • find out if the case meets eligibility requirements
  • if the case is eligible, participate in mediation and/or read the final decision

  Email invitation to register for the eServices Portal

  The CTA eServices Portal is the secure online platform that passengers and airlines must use to manage and participate in the complaint during the air travel complaint resolution process.

  Invitations to register on the CTA eServices Portal are sent by email when your air travel complaint is close to step 2 (Start Notice) of the air travel complaint resolution process. You must use the Portal to participate in the process.

  For security, invitations are only sent to the email address used to create and submit the complaint to the CTA.

  For further security, every time you login to the Portal, you will be asked to enter a 6-digit multi-factor authentication code that will be sent by email from OTC | CTA during the login process.

  How to register:

  1. Click the link on the email from OTC | CTA (Canadian Transportation Agency) asking you to register on the eServices Portal. 
  2. Fill in your name and your email. Note: You must use the same email that the invitation to register was sent to.
  3. Create a password and confirm (re-type) it.
  4. You will get another email from OTC | CTA. You must click the link on this email to confirm your account.
  5. You will be redirected back to the Portal and you can now log in using your email and password.
  6. For added security, every time you log in, you will be asked to enter a 6-digit multi-factor authentication code, that will be sent by email from OTC | CTA during the login process.

  I have not received an email to register for the eServices Portal yet

  The eServices Portal is the secure online platform that passengers and airlines must use to manage and participate in the complaint during the air travel complaint resolution process.

  Once your complaint has moved through the queue and is close to step 2 (Start Notice) of the resolution process, you will receive an email from OTC | CTA (Canadian Transportation Agency) with a unique link to register on the secure CTA eServices Portal.

  Invitations will be sent to the email address used to create and submit the complaint to the CTA.

  Please note: We continue to receive a high number of complaints. The wait time for an air travel complaint to be reviewed can be more than 18 months.

  Portal registration help

  Invitations to register on the secure CTA eServices Portal are sent by email when your air travel complaint is close to step 2 (Start Notice) of the air travel complaint resolution process. You must use the portal to participate in the process.

  How to register:

  1. Click the link on the email from OTC | CTA (Canadian Transportation Agency) asking you to register on the eServices Portal. 
  2. Fill in your name and your email. Note: You must use the same email that the invitation to register was sent to.
  3. Create a password and confirm (re-type) it.
  4. You will get another email from OTC | CTA. You must click the link on this email to confirm your account.
  5. You will be redirected back to the Portal and you can now log in using your email and password.
  6. For added security, every time you log in, you will be asked to enter a 6-digit multi-factor authentication code, that will be sent by email from OTC | CTA during the login process.

  Forgot your password?

  Click "Forgot your password" on the login page to reset it.

  Portal support guides

  If you need help using the portal, these guides will help you use all the features and steps to participate in your complaint resolution. You can also call 1-888-222-2592, Monday to Friday, from 8:00 am until 8:00 pm ET.

  • Passenger eServices Portal Guide
  • Airline eServices Portal Guide

• Extension requests for airline answers and passenger replies

  Airline answer and passenger reply are step 3 of the air travel complaint resolution process. The airline will be given 14 calendar days from the date of the Start Notice to review the complaint and provide information and/or documents to support its answer to the complaint. Once the airline provides its answer, passengers will be notified and have the option of submitting a reply within 4 calendar days. 

  Airlines can request 4 additional calendar days to provide their answer to the complaint.

  Passengers can request 1 additional calendar day to reply to the airline answer.

  Submitting a request

  1. Select the Request extra time button at the top right corner of the Airline answer or Passenger reply section of the eServices Portal.
  2. Explain the reason for the extension request in the text box.
  3. Click the Submit extension request button

  The extension request will be approved in step 4 (Eligibility review) of the complaint resolution process. The extension may be declined, and any documents or information provided during the extension period would not be considered, if:

  • the request is submitted outside of the eServices Portal
  • the request is made after the deadline for filing an answer or a reply has already passed
  • the request does not include the reason the original deadline could not be met.

  For more information, please read the extension request section in these guides:

  • Passenger eServices Portal Guide
  • Airline eServices Portal Guide