How the CTA will be processing refund-related complaints resulting from the pandemic
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:
- Damaged baggage: You must file a claim directly with the airline within 7 days.
- Lost baggage: You must file a claim directly with the airline within 21 days.
- Flight delays/cancellations: You must file a claim directly with the airline within 1 year of the date of the delay/cancellation. The airline has 30 days to make a payment or explain why compensation is not owed
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.