Before you file a complaint with us:

Have you contacted the airline? If you experience a problem, we recommend you contact the airline to resolve it first. If that does not work or you are not satisfied with the result, you may file a complaint with us using the form below.

To address a problem about lost or damaged baggage, or to receive compensation for a flight delay/cancellation, you must always file a claim directly with the airline first.

Deadlines for the following compensation:

Documentation/receipts: Please keep copies of your documents, receipts and communications (emails/texts etc.). You will be asked to submit them at the end of this complaint form.

Accessibility complaints: If your complaint also relates to an accessibility issue, please see the Accessible Travel section.


1. Communication with airline

* Have you contacted the airline in writing about your complaint?
* Did you receive a reply from the airline in writing?
* Has it been more than 30 days since you've written to your airline?
Please answer all the questions.
If you experience a problem, you should contact the airline to resolve it first. If that does not work, or you are not satisfied with the reply, you can file a complaint with us.

Deadlines for the following compensation:

  • Damaged baggage: You must file a claim directly with the airline within 7 days of receiving your baggage.
  • Delayed baggage: You must file a claim directly with the airline within 21 days of receiving your baggage.
  • Lost baggage: Baggage is considered lost if it has been delayed for 21 days. You should file a claim directly with the airline as soon as possible.
  • Flight delays/cancellations: You must file a claim directly with the airline within 1 year of the flight delay or cancellation. The airline has 30 days to make a payment or explain why compensation is not owed.
If you experience a problem, you should contact the airline to resolve it first. If that does not work or you are not satisfied with the reply, you can file a complaint with us.

Deadlines to claim compensation :

  • Damaged baggage: You must file a claim directly with the airline within 7 days of receiving your baggage.
  • Delayed baggage: You must file a claim directly with the airline within 21 days of receiving your baggage.
  • Lost baggage: Baggage is considered lost if it has been delayed for 21 days. You should file a claim directly with the airline as soon as possible.
  • Flight delays/cancellations: You must file a claim directly with the airline within 1 year of the flight delay or cancellation. The airline has 30 days to make a payment or explain why compensation is not owed.
If you are not satisfied with the reply, you can file a complaint with us. We will try to facilitate a resolution between you and the airline. Learn more about the CTA's different dispute resolution processes.