How the CTA will be processing refund-related complaints resulting from the pandemic

Before you can file a complaint with CTA, you must:

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:

1. Information

2. Copies of documents and communication

Notes

You will be required to upload your documents.
Documents provided must be in English or French.
Instructions for uploading document

Completion time

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.

Accessibility issues

If your complaint includes an accessibility issue, please visit our Accessible Travel section, where you can file an accessibility complaint with us.

Learn more about the Canadian Transportation Agency's Dispute Resolution Services.


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.
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.

Baggage and flight delays/cancellations have claim deadlines.

  • 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 after 21 days (baggage is considered lost if it has been delayed for 21 days).
  • Flight delays/cancellations: file a claim with the airline within 1 year of the flight delay or cancellation. The airline has 30 days to make a payment or explain why not.

Learn more about the Canadian Transportation Agency's Dispute Resolution Services.
You will be required to upload the following documents:

  • 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

Instructions for uploading documents
Documents provided must be in English or French.

Learn more about the Canadian Transportation Agency's Dispute Resolution Services.
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.

Baggage and flight delays/cancellations have claim deadlines.

  • 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 after 21 days (baggage is considered lost if it has been delayed for 21 days).
  • Flight delays/cancellations: file a claim with the airline within 1 year of the flight delay or cancellation. The airline has 30 days to make a payment or explain why not.

Learn more about the Canadian Transportation Agency's Dispute Resolution Services.