Flight cancellations during the pandemic: What you need to know about before you file a complaint
How the CTA will be processing refund-related complaints resulting from the pandemic
Before you can file a complaint with CTA, you must:
- Contact the airline in writing first;
see filing deadlines for baggage or flights delays/cancellations
- Wait 30 days for the airline to respond in writing
If you are not satisfied with the airline's response, or if the airline has not responded within 30 days, you may then fill out the complaint form below.
To file a complaint, you must provide:
- Your contact information
- A description of what happened (include the names of people travelling with you who experienced the same issues)
2. Copies of documents and communication
- Proof of purchase (ticket/invoice/itinerary/booking confirmation)
- Your written complaint to the airline
- The airline's written response (unless they did not respond within 30 days)
- Other supporting documents and receipts
You will be required to upload your documents. If you are unable to provide the required documentation when you submit this form, your complaint cannot be processed and will be closed.
Documents provided must be in English or French.
Instructions for uploading document
The complaint form is short and can take as little as 5 to 10 minutes. Please note that the system does not save your information if you leave the form.
Learn more about the Canadian Transportation Agency's Dispute Resolution Services.
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