File an air travel complaint

New refund regulations are now in effect for flights that are cancelled or have long delays due to a situation outside the airline's control. The new regulations apply to flights taken on or after September 8, 2022.

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Communication

Issues

Flights

Details

Contact

Review

1. Communication with airline

Have you contacted the airline in writing about your complaint?

Yes

Did you receive a reply from the airline in writing?

Yes

Has it been more than 30 days since you've written to your airline?

Yes

Contact with the airline:
What is accepted as contact "in writing"

You need to submit proof that you contacted the airline in writing.

We accept digital copies, screenshots or photos of:

an email to the airline’s customer service department
your complaint through their online complaint form or the confirmation message that it has been received
an online chat with the airline’s customer service chat feature

We do not accept as proof:

a message, comment, tweet or video posted on an airline’s social media
a verbal description of a conversation or a message you read
an audio or video recording of a conversation, call or message

You must have contacted the airline in writing first. If the airline has not responded in writing in 30 days or if you are not satisfied with their answer, you can then file a complaint with us.

Deadlines to file a complaint with 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/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.

Contact with the airline:
What is accepted as contact "in writing"

You need to submit proof that you contacted the airline in writing.

We accept digital copies, screenshots or photos of:

an email to the airline’s customer service department
your complaint through their online complaint form or the confirmation message that it has been received
an online chat with the airline’s customer service chat feature

We do not accept as proof:

a message, comment, tweet or video posted on an airline’s social media
a verbal description of a conversation or a message you read
an audio or video recording of a conversation, call or message

Contact with the airline:
What is accepted as contact "in writing"

You need to submit proof that you contacted the airline in writing.

We accept digital copies, screenshots or photos of:

an email to the airline’s customer service department
your complaint through their online complaint form or the confirmation message that it has been received
an online chat with the airline’s customer service chat feature

We do not accept as proof:

a message, comment, tweet or video posted on an airline’s social media
a verbal description of a conversation or a message you read
an audio or video recording of a conversation, call or message

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/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.

Please attach proof of written communication with the airline
You will be required to upload other documents and receipts later in the form.
Instructions for uploading documents

Choose Files

Files must be less than: 10 MB
Allowed file types: gif, jpg, jpeg, png, txt, pdf, doc, docx, eml, msg

2. What is your complaint about

* Choose the subject of your complaint (select all that apply)

Flight delays and cancellations

Tarmac delays

Baggage

Clear communication and standard of care

Refusal to transport

Bumping (denied boarding)

Seating of children under the age of 14 years

Unaccompanied minors

Transportation of musical instruments

Reservations

Tickets

Other air traveller issues

Flight delays and cancellations

Airlines have minimum obligations to passengers that could include standards of treatment, rebooking or refund, communication of information and compensation for inconvenience.

Find out more

Tarmac delays

Airlines have minimum obligations in a tarmac delay situation. Airlines must provide passengers with certain amenities while they wait on board an aircraft that has its doors closed.

After a three-hour tarmac delay at a Canadian airport, the airplane must return to the gate so that you can disembark, unless this is not possible, for safety, security, air traffic control or customs reasons. It can stay on the tarmac for up to 45 extra minutes if it is likely that it will take off within that period and the airline is able to continue providing the amenities.

If a tarmac delay occurs after landing at a Canadian airport, a carrier must provide you an opportunity to disembark as soon as is feasible.

Find out more

Baggage

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.

Failure to submit a claim within the set time limits could result in the airline denying your claim.

Find out more

Clear communication

Airlines must provide clear and timely communication about their policies, terms and conditions, passengers' rights and the remedies available. They must also provide the reasons for disruption, and regular status updates during delays.

Communications must be accessible to persons with disabilities.

Find out more

Refusal to transport

As a passenger, you have certain responsibilities and you can be refused transport for:

not having appropriate and valid travel documents for entry into foreign countries or to return to Canada;
behaving in a way that interferes with the flight or puts the safety of passengers and crew at risk; and
missing the airline's deadlines to:
- check in;
- complete the travel document verification process;
- register your baggage;
- pass through the security screening checkpoints; and
- arrive at the boarding gate.

Find out more

Bumping (denied boarding)

Denied boarding (bumping) happens when a passenger with a valid ticket cannot occupy a seat on a flight because there are fewer seats than passengers who are ready for boarding.

Bumping does not include situations where a passenger is refused transport for reasons such as not having a valid passport or arriving late at the gate.

Find out more

Seating of children under the age of 14

Airlines must, at the earliest opportunity and at no extra cost, take steps to seat children under the age of 14 near their parent, guardian or tutor. The distance will depend on the age of the child.

Find out more

Unaccompanied minors

Some airlines accept unaccompanied children and will escort them from check-in through to their arrival at the destination airport (usually for a fee).

Consult your airline's tariff to learn more about their policies on unaccompanied minors.

Find out more

Transportation of musical instruments

Airlines must include the terms and conditions for the transportation of musical instruments in their tariffs.

Consult your airline's tariff to learn more about their policies on musical instruments.

The rules relating to damage, delay or loss of musical instruments are covered under baggage.

Find out more

Reservations

Having a reservation does not automatically entitle the passenger to travel. When you make your reservation with an airline, a travel agency, tour operator or online with a web service (like Expedia, Travelocity etc.) you should carefully review the details of your reservations.

Find out more

Tickets

Airlines sometimes charge fees for passengers to change their flight and travel dates. The availability of fares and flights continually changes.

Passengers should always review the fare rules of their ticket.

Find out more

Other air traveller issues

Travel agents and Tour operators
Bilingual service
Loyalty programs
Unfair competitive practices
Fares and rates on domestic routes with little or no competition
Reducing air service to a community

Flight 5 day

From (departure airport)

To (arrival airport)

4. Your complaint details

Baggage Information

If your bag is damaged or missing, contact your airline right away. You must fill out a claim form with your airline within 7 days for damaged baggage and 21 days for baggage which is delayed.

Baggage claim reference number

Baggage tag number

Property irregularity report

Description

Describe what happened. (required)
Include the names of people travelling with you who experienced the same issues
(text limit is 4000 characters)

Documents related to your complaint

You must upload copies of the documents related to your complaint.

Proof of purchase: ticket/invoice/itinerary/booking confirmation (required)
Claim forms, receipts of expenses for reimbursement, etc.
If you are unable to provide the required documentation when you submit this form, your complaint cannot be processed and will be closed

Notes:
Documents provided must be in English or French.
There is a limit of 20 documents for uploading.

Please remove sensitive personal information from the copies of the documents, including your social insurance number, personal financial data and credit card numbers.

Instructions for uploading files

Difficulties submitting documents online?

If you are unable to upload your documents electronically, you will not be able to submit your complaint online. You can send your complaint, documents and contact information by fax (819-953-6019) or mail to Canadian Transportation Agency, Ottawa, Ontario, K1A 0N9. Please do not send us your original documents. Keep these for your records. Please ensure the copies you send are clear and legible.

Upload files

Choose Files

Files must be less than: 10 MB
Allowed file types: gif, jpg, jpeg, png, txt, pdf, doc, docx, xls, xlsx, eml, msg

5. Your contact information

The Agency is committed to providing dispute resolution services that are inclusive and respectful of gender diversity. Please indicate which pronouns you would like the Agency to use in its correspondence and decisions. If you leave the answer as "None" or select "other", we will use your full name or a generic noun such as "the applicant" or "the applicants".

Pronouns

First name

Last name

Email address

Daytime telephone

Add contact or representative

Pronouns

First name

Last name

Email address

Daytime telephone

6. Review and submit

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?

Written correspondence with airline

Issues

Flight delays and cancellations
Tarmac delays
Baggage
Clear communication and standard of care
Refusal to transport
Bumping (denied boarding)
Seating of children under the age of 14 years
Unaccompanied minors
Transportation of musical instruments
Reservations
Tickets
Other air traveller issues

Flight information

Flight #1

Airline
Flight number (up to 4 numbers)
Flight date
From (departure airport)
To (arrival airport)

Flight #2

Airline
Flight number (up to 4 numbers)
Flight date
From (departure airport)
To (arrival airport)

Flight #3

Airline
Flight number (up to 4 numbers)
Flight date
From (departure airport)
To (arrival airport)

Flight #4

Airline
Flight number (up to 4 numbers)
Flight date
From (departure airport)
To (arrival airport)

Flight #5

Airline
Flight number (up to 4 numbers)
Flight date
From (departure airport)
To (arrival airport)

Details

Baggage Information

Baggage claim reference number
Baggage tag number
Property irregularity report

Describe what happened

Documents related to your complaint

Contact

Your contact information

Pronouns
First name
Last name
Email address
Daytime telephone

Contact or representative

Pronouns
First name
Last name
Email address
Daytime telephone

Personal Information Collection Statement

Information contained in this form is obtained under the authority of the Canada Transportation Act. The information may be used by the Canadian Transportation Agency to resolve disputes, conduct inquiries, monitor and enforce compliance, develop or update legislation, regulations and conventions, and for reporting purposes.

Your personal information is protected under the federal Privacy Act. By submitting this form, you agree to the creation, collection, retention, disposal, and use of your personal information, including its disclosure to transportation providers, other governmental entities and other parties involved in your complaint in a manner that respects the provisions of the Act and Privacy regulations.

We want to protect you, so please do not include sensitive personal information not relevant to your complaint, including your Social Insurance Number, passport information, personal financial data and credit card numbers.

For more information see personal information bank (PIB): CTA PPU 014 Air Travel Complaints

Inclusivity statement

The Agency is committed to providing dispute resolution services that are inclusive and respectful of gender diversity. Gender refers to current gender which may be different from sex assigned at birth and may be different from what is indicated on legal documents. In communications for the purpose of facilitation, mediation and adjudication, and in Agency decisions published on its website, the Agency will refer to individuals using the personal pronouns provided in the complaint form or application.

Retention of your information

Our online form uses a secure method to encrypt and send your information electronically to the Agency. We will retain your information in an encrypted folder on a secure server hosted on our internal network until 30 days after we close your file. The Agency securely stores the information in its Corporate Repository and Case Management System, retains it for 10 years upon file closure, and then destroys it, as described in the PIB above.

Privacy inquiry

If you have any questions, comments, concerns or complaints regarding the collection, use and disclosure of your personal information and our administration of the Privacy Act, please contact our Access to Information and Privacy Coordinator by emailing otc.aiprp-atip.cta@otc-cta.gc.ca, by calling 819-743-7259 or by writing to: Access to Information and Privacy Coordinator, 15 Eddy Street, Gatineau, Quebec, J8X 4B3.

You may contact us anytime to request access to your information and to ensure that it is accurate. Please use the Personal Information Request Form to contact us.

If you are not satisfied with our response to your privacy concern, you may wish to contact the Office of the Privacy Commissioner by e-mail at info@priv.gc.ca or by telephone at 1-800-282-1376.

Please note that any settlement discussions that take place during informal facilitation will not form part of the complaint record if your case proceeds to adjudication.

I have read, understood and consent to the Personal Information Collection Statement